Updated: September 2026.
When guest damage occurs, the quality of the host's evidence can matter as much as the damage itself. Photographs, inspection records, messages, receipts and repair estimates create a clearer record of what happened and what it cost to put right.
Airbnb's protection programme and claim procedures have changed over time, so hosts should follow the current process and deadlines shown by Airbnb rather than relying on historic references to the old Host Guarantee.
1. Inspect the property promptly after check-out
Identify damage before the next guest arrives wherever possible. A structured turnover inspection helps establish the condition of the property between reservations.
See StayinLondon's 100-point inspection process.
2. Photograph the damage clearly
Take wide photographs showing location and close-ups showing detail. Preserve any relevant pre-stay or previous inspection photographs rather than relying only on images taken after the incident.
3. Keep guest communication on the platform where possible
If you need to ask the guest what happened or discuss reimbursement, a written platform record can help establish the sequence of events.
4. Distinguish damage from normal wear and tear
Not every mark or worn item is guest damage. Consider the item's age, condition before the stay and whether repair or replacement is proportionate.
5. Obtain evidence of repair or replacement cost
Keep invoices, contractor estimates, receipts or other reasonable evidence supporting the amount claimed. Do not inflate a claim beyond the actual loss.
6. Use Airbnb's current Resolution Center or support process
Submit the issue using the current process available for the reservation and follow the deadlines shown by Airbnb. Requirements can change, so check the platform at the time of the incident.
7. Understand AirCover correctly
AirCover for Hosts includes Host Damage Protection and Host Liability Insurance, subject to Airbnb's terms, exclusions and limits. Host Damage Protection is not an insurance policy.
Our AirCover for Hosts 2026 guide explains the current structure.
8. Do not rely on platform protection alone
Owners should consider appropriate short-term let insurance for the property and their circumstances. Platform protection does not replace suitable insurance.
See our London Airbnb insurance guide.
9. Review how the incident happened
Some damage is accidental and unavoidable. Other incidents may reveal a weakness in guest vetting, house rules, occupancy controls or property setup.
See our guest vetting process.
10. Prepare the property for the next guest
Do not allow a claim process to delay urgent repairs needed for safety or the next stay. Document the condition first, then coordinate appropriate remedial work.
What if the guest disputes responsibility?
Keep communication factual and provide evidence through the platform process. Avoid public arguments or threats. Our difficult guest and dispute guide covers communication in more detail.
Damage prevention through operations
Good documentation starts before damage occurs. StayinLondon's Airbnb management service in London combines guest vetting, housekeeping, inspections and maintenance coordination.
Request a free revenue estimate if you are considering professional management.
This article provides general information and does not replace Airbnb's current terms, insurance advice or legal advice.
