No Airbnb host likes to think about it — but eventually, it happens.
A broken lamp. A stained sofa. Or worse, serious property damage.

The way you respond can make a huge difference in whether you get reimbursed, avoid bad reviews, and protect your future bookings.

Here’s exactly what to do when a guest damages your Airbnb — step-by-step — without risking your Airbnb account or guest ratings.

Step 1: Stay Calm and Document Everything

First, don’t confront the guest emotionally — even if you’re upset.
Instead, start documenting immediately.

✅ Take clear, timestamped photos and videos of:

• The damage itself
• The area around the damage
• Any broken items, missing items, or stains

✅ Keep all communication with the guest polite and in writing through Airbnb’s messaging system if possible.

Important: Airbnb customer support will ask for evidence. Take photos before any cleaning, moving, or repairs.

Step 2: Contact the Guest Through Airbnb

You’re required to try resolving issues directly with the guest first (via Airbnb messaging).

✅ Politely message the guest:

“Hi [Guest Name], I hope you enjoyed your stay. I did notice [specific damage] during turnover. Per Airbnb policy, I’ll need to open a claim for the damage. Just giving you a heads-up before submitting through the Resolution Center.”

✅ Keep it neutral, professional, and focused on the facts, not emotions.

Step 3: File a Damage Claim with Airbnb

You must submit your claim within 14 days of checkout OR before the next guest checks in, whichever comes first.

✅ How to file:

• Go to Resolution Center in Airbnb
• Select the reservation
• Click Request compensation for damages
• Upload your photos, description, and receipts/repair estimates

✅ Best practices:

• Itemize your costs clearly (example: “Sofa cleaning $150” or “Lamp replacement $80”)
• Provide receipts, repair quotes, or comparable item pricing links

Tip: Clear, organized claims get approved faster.

Step 4: Airbnb Host Damage Protection (AirCover)

Airbnb offers AirCover for Hosts, which provides up to $3 million in damage protection.
But it’s not automatic — and it doesn’t cover everything.

✅ What it covers:

• Guest damages
• Deep cleaning costs (if extreme)
• Income loss if the property becomes unbookable (rare cases)

✅ What it doesn’t cover:

• Normal wear and tear
• Minor cosmetic issues
• Disputes without clear evidence

Special Section: API-Integrated Hosts (Lodgify, Hostfully, OwnerRez, Guesty)

If you’re managing your Airbnb through an API-connected platform (like Lodgify, Hostfully, OwnerRez, etc.), you have extra options to protect yourself beyond Airbnb’s basic protection.

Additional Tools for API Hosts:

✅ Third-Party Damage Protection
You can require guests to buy a damage waiver or security deposit using services like:

• Superhog
• Safely
• Autohost

These tools often cover:

• Accidental damage
• Theft
• Some liability
• Loss of income

✅ Damage Waivers or Deposits Outside Airbnb
Through your PMS system, you can:

• Add a damage waiver to every booking automatically
• Collect a refundable security deposit (outside of Airbnb’s system) if disclosed before booking

✅ Better Claims Handling
Third-party platforms typically offer:

• Faster payouts
• Higher limits for claims
• Less need to argue with guests

🚨 Reminder:
To use third-party screening or damage policies legally:

• You must disclose it in your House Rules or booking terms before the guest books
• Guests must agree voluntarily

Step 5: Repair Quickly and Move On

Once your claim is filed, start repairs right away — even if Airbnb is still reviewing your case.

✅ Why move fast?

• Future guests shouldn’t see or experience unresolved damage
• A broken or poorly repaired unit can lead to bad reviews
• Airbnb may ask for updated photos of the repaired space

✅ Pro Tip: Build an emergency repair fund (or partner with a management company like JaxBNB) to minimize downtime.

Final Thoughts

Damage happens — but if you stay professional, document carefully, and use the right protections, it doesn’t have to derail your hosting business.

At JaxBNB, we handle guest issues, damage claims, repairs, and insurance protection so you don’t have to stress.
We’re experts at fast response, full documentation, and maximizing recovery when something goes wrong.

👉 Contact JaxBNB today at info@jaxbnb.com or 904-242-6988 to find out how we protect your property and your profits.