Damage claim pack
Use this pack to ask your guest to pay first, then, if they say no or stay silent, to ask Airbnb under AirCover for Hosts.
“Within 14 days of the responsible guest’s checkout, file a reimbursement request in the Resolution Center. Your guest will have 24 hours to respond to the request.” Airbnb Help Center, Host damage protection (article 279): https://www.airbnb.com/help/article/279
1. The booking
| Reservation code | HMSAMPLE01 |
|---|---|
| Listing name | SAMPLE Lakeview Cottage, 2 bedrooms |
| Guest name (as on the booking) | SAMPLE Guest (Alex) |
| Check-in date | Fri 2 Oct 2026 |
| Checkout date | Mon 5 Oct 2026 |
| Last day to file (checkout + 14 days) | Mon 19 Oct 2026 |
| Date damage found | Mon 5 Oct 2026, 1:20 PM |
| Who found it | Cleaner (SAMPLE Cleaning Co.) |
| Total amount asked | $612.40 |
2. Message to the guest (send in the Resolution Center)
Hi Alex, thank you for staying at Lakeview Cottage. After your checkout on 5 Oct, our cleaner found the living-room TV screen cracked and a red wine stain on the cream rug. Photos and receipts are attached. The cost to replace the TV and clean the rug is $612.40; the breakdown is below. Please let us know within 24 hours if you can pay this through Airbnb. Thank you, Sam
3. What was damaged
| # | Item and where | What happened | Repair or replace? | Cost | Proof of cost | Evidence |
|---|---|---|---|---|---|---|
| 1 | 43-inch TV, living room | Screen cracked from the inside, a hit mark at the lower left | Replace (screen repair quote is more than the TV price) | $449.00 | Same model for sale today, screenshot; original receipt 2025 | E1, E2, E3, E5 |
| 2 | Cream wool rug, living room | Red wine stain about 30 cm across | Specialist clean | $163.40 | Invoice from rug cleaner | E4, E6 |
4. Why this was this stay (timeline)
| Date and time | What happened | Evidence |
|---|---|---|
| Fri 2 Oct, 11:05 AM | Cleaner photos before the stay: TV fine, rug clean | E1 |
| Fri 2 Oct, 4:00 PM | Guest checked in | |
| Mon 5 Oct, 10:58 AM | Guest checked out | |
| Mon 5 Oct, 1:20 PM | Cleaner found the damage, no one else in the home | E2, E4 |
| Mon 5 Oct, 3:10 PM | Message sent to guest in the Resolution Center | E7 |
| Tue 6 Oct, 3:10 PM | 24 hours passed with no answer | E7 |
5. Short statement for Airbnb
Between check-in on 2 Oct and checkout on 5 Oct, the living-room TV screen was cracked and the cream rug was stained with red wine. Both were in good condition before the stay, shown in the cleaner’s photos E1 taken on 2 Oct at 11:05 AM. Our cleaner found the damage on 5 Oct at 1:20 PM, before any other guest arrived, shown in E2 and E4. This is not normal wear and tear: a cracked screen comes from a hit, and a wine stain is a spill, not use over time. We asked the guest to pay through the Resolution Center on 5 Oct; there was no reply within 24 hours. We ask Airbnb to review this under Host damage protection. Our costs are shown in E5 and E6.
6. Evidence list
| Ref | What it is | Date taken or dated | File name |
|---|---|---|---|
| E1 | Cleaner photos before the stay (TV on, rug clean) | 2 Oct 2026, 11:05 AM | E1_before.jpg |
| E2 | Close-up of cracked TV screen | 5 Oct 2026, 1:22 PM | E2_tv_crack.jpg |
| E3 | Video walk-through of the living room | 5 Oct 2026, 1:25 PM | E3_walkthrough.mp4 |
| E4 | Wine stain on rug, with ruler | 5 Oct 2026, 1:24 PM | E4_rug.jpg |
| E5 | Same TV model for sale today, $449.00; original receipt | 5 Oct 2026 | E5_tv_price.pdf |
| E6 | Rug cleaning invoice, $163.40 | 8 Oct 2026 | E6_rug_invoice.pdf |
| E7 | Resolution Center message and no reply after 24 hours | 5-6 Oct 2026 | E7_messages.png |
Before you send
- Filed in the Resolution Center within 14 days of checkout
- Every cost has a receipt, quote or shop link
- Every damaged item has a before photo and an after photo
- No normal wear and tear on the list (Airbnb does not cover it)
- No normal cleaning on the list (laundry, dishes, trash are not covered)
Claim Back writes the pack; you send it yourself from your Airbnb account. Airbnb decides every request. We cannot promise a payout or an amount. Host damage protection is not insurance (Airbnb’s words) and, per article 279, does not cover stays in Japan or stays through Airbnb Travel LLC. Not legal advice.