How to Claim Money from Airbnb for Damage Caused by a Guest?

If an undesirable guest has caused damage to the property — not just a broken plate or glass, but something more serious — you can claim the security deposit through the Help section within 14 days after the guest checks out or before the next guest checks in.

To make a claim, you should:

• Go to the Airbnb Resolution Centre.
• Select the relevant reservation.
• Choose the reason for the claim and then select Compensation for damages.
• Click Continue and provide all the details about the damage and the associated costs on the next page.
• Be as thorough as possible and include before-and-after photos, purchase receipts or invoices, quotations, pro forma invoices, etc.

If the guest agrees to pay the amount requested, the compensation payment will usually be sent within 5 to 7 working days.

If the guest ignores the request or refuses to pay, you will need to involve Airbnb in the case. If further documentation is required, you will have up to 72 hours to provide it.

Although Airbnb states that cases are usually resolved within a week, the process may take longer.

Try to remain fair and present everything in a reasonable and objective way. If Airbnb considers that the damage exceeds the amount of the security deposit, it may make an additional payment separately.

Hopefully you will never have to deal with this kind of situation, but now you know what to do if your guest booked through Airbnb.