How to Deal With Guest Damages In AirBnB Property

According to Airbnb, 0.71% of bookings result in damage claims.

Ever walked into your Airbnb and found something broken? Yep, it’s not fun. Airbnb damages can turn your happy hosting into a big headache real quick.

Yet, you’re not alone – lots of hosts deal with guest accidents.

The good news?

You can learn to handle these problems like a pro.

In this guide, we’ll show you:

• How to stop damage before it happens
• What to do when something goes wrong
• How to deal with Airbnb’s rules (without going crazy)
• Ways to keep making money and stay calm

Let’s get into it.

TL;DR 

• Prevent damages through clear house rules, pre-stay communication, and property preparation.
• Document your property’s condition meticulously with photos and checklists.
• Airbnb’s AirCover for hosts provides up to $3 million in damage protection.
• Address damages promptly and communicate effectively with guests.
• Use the Airbnb Resolution Center for formal claims when necessary.
• Consider additional insurance and budgeting for potential damages.
• Learn from past incidents to improve your hosting strategy.

Airbnb’s Damage Policies: What Do They Mean?

Airbnb’s damage policy can be tricky, but it’s important to know. Understanding these rules helps you better handle accidental damages when they happen. 

1. Airbnb’s AirCover for Hosts

AirCover for Hosts is Airbnb’s protection plan for property owners. 

It’s like that friend who promises to help you move but then only carries the lightest boxes. It’s helpful, but you still gotta do most of the heavy lifting. This program includes host damage protection, and covers up to $3 million to protect you if something goes wrong. 

Additionally, Airbnb’s host guarantee serves as an alternative method to seek compensation for damages. This guarantee plays a major role in the reimbursement process for property damage, giving you a safety net alongside security deposits. 

However, to seek compensation through Airbnb’s host guarantee, you need proper documentation and eligibility.

2. Airbnb Host Damage Protection

Host damage protection helps you fix or replace things that guests (or their invitees) break. 

The host damage protection terms outline what types of damages are covered, the process for filing claims, and the limitations of the coverage. 

This may include:

• Extra cleaning costs
• Damage to parked cars or other vehicles
• Damage to your home, furnishings, electronics, valuables, or belongings
• Income lost if you need to cancel confirmed Airbnb bookings due to damage

Airbnb’s host guarantee also serves as a much needed safety net, providing reimbursement for property damage.

What Are Airbnb’s Coverage Limits and Exclusions?

Photo by: Andrea Piacquadio

However, Airbnb’s coverage doesn’t include things like:

• Normal wear and tear
• Theft of cash or valuables
• Damage from natural disasters
• Injury or property damage to guests or others 
• Cleaning associated with normal check-out tasks (ex: laundry, dishes, or trash removal)

Knowing what’s not covered helps you better protect your property. It’s good to have extra insurance for these things.

How To Handle Guest Damages In Short Term Rentals

So, it happened. 

Your guest has managed to destroy your Airbnb. Fear not.

Dealing with guest accidental damage is a part of being an Airbnb host. It requires the patience of a saint, the diplomacy of a UN ambassador, and occasionally, the detective skills of James Bond. 

1. Respond Immediately

Photo by: Antoni Shkraba

When you discover damage in your Holiday Homes, your first instinct might be to question all your life choices. Resist this urge. Instead, spring into action. 

Document everything fast. 

Talk to your guests, but remember your first move sets the tone for everything that follows. Be professional. A simple “hey, I noticed something unusual – can we chat about it?” can work wonders.

Also, time is of the essence – the longer you wait, the harder it becomes to prove that the damage wasn’t caused by a rogue band of some sort.

2. Assess Damage Severity

Is it a minor oops or a major oh-no? Here’s how to tell:

• Cost to repair or replace
• Impact on future bookings
• Safety concerns

For small stuff, like a broken mug, it’s easier to handle it yourself. But for bigger issues like a broken TV, you’ll want to file a claim.

3. Begin the Replacement Processes

The quicker you fix things, the faster you’re back in business. Here’s how to speed things up:

• Consider using spare essentials
• Have a list of go-to repair services on speed dial
• For replacements, know where to get quality items fast

How To Use the Airbnb Resolution Center

If the damage caused by guests is more than you can chew, the Airbnb Resolution Center is your go-to place for a solution. It’s like a digital courtroom where hosts and guests can work out issues, including damage claims. 

Understanding how to use it effectively will save you time, money, and headaches. You’ll need to submit a reimbursement request for damages through the resolution center.

Photo By: Airbnb

Step 1: Initiate a Damage Claim on Airbnb

1. Go to the Resolution Centre on Airbnb.
2. Choose the relevant reservation. This will be; “request money from your Host or guest in the Resolution Center.”
   
3. Choose “request money from guest.”
4. Under “what is this request for?” select “request compensation for damages.”
   
   
5. Enter the amount you’re requesting.
6. On the next page, click continue to submit more details about the damages and associated costs.

However, when filing a claim, keep these things in mind; 

• Be clear: Describe the damage in detail.
• Stay calm: Keep your tone professional and factual.
• Act fast: You have 14 days after check-out (or before the next guest checks in) to start a claim.

Remember, your goal is to resolve the issue, not win an argument. A well-written claim sets the stage for a smoother resolution process.

Step 2: Provide Evidence

Good evidence is your best friend in a damage claim. Here’s what works:

• Before and after photos: Show the item’s condition pre and post-damage
• Witness statements: If someone saw what happened (though rare)
• Receipts: For repairs or replacements

Present your evidence clearly and logically. Think of it as telling a story – make it easy for Airbnb to follow along and understand what happened.

Step 3: Negotiate with Guests

Even after initiating a damage claim and providing evidence, you can try talking it out with the guest(s), outside Airbnb. However, talking to short term guests about damage can be tricky. 

Here’s how to do it:

• Stay professional: Avoid accusatory language
• Be open to their side: Listen to their explanation
• Seek common ground: Try to find a solution that works for both of you

Sometimes, a sincere apology from the guest and a fair payment for damages is the best outcome. Other times, you may need to stand firm on full compensation.

Step 4: Reach Out to Airbnb Support

If you and your guest can’t agree, it’s time to bring in the big guns Airbnb support. 

Your guest will have 24 hours to respond to the damage claim request in step 1 above. If they don’t respond, pay partially, or decline payment, you’ll be able to submit a reimbursement request under Host damage protection. Airbnb Support will then step in and review the request.

However, be patient, yet persistent. 

Airbnb is there to help, but remember they’re dealing with many cases. The clearer and more organized you are, the easier it is for them to assist you. Explain what you’ve tried, and show you’ve made efforts to resolve it. 

How To Avoid Guest Damages In Your Airbnb Property

It’s easier to prevent problems than to fix them later. Here are some ways to guest-proof your Airbnb:

Photo by: Vecislavas Popa

1. Set Clear House Rules

House rules are important. They tell guests what they can and can’t do. E.g; no smoking or parties inside the house.

These rules are like the Ten Commandments of your Airbnb, except you get to make them up yourself. Be clear, be firm, but don’t go overboard. Remember, your guests are there to relax, not to memorize instructions.

Good house rules in your short term rental are:

• Clear and easy to understand
• Not too long or complicated
• Fair to both you and the guest

2. Communicate Ahead

Communicating ahead sets the tone for the entire stay. It helps guests know what to expect and prevent misunderstandings. Here’s what to include:

• Check-in instructions
• Important house rules
• A friendly welcome message
• Contact information for emergencies

Keep it short and clear. Too much information can be confusing.

3. Carefully Prepare Your Property 

Preparing your short term rental for guests is like setting the stage for a play. You want everything to be perfect, but you also need to expect the unexpected. 

This includes:

• Securing your valuables
• Removing or securing fragile items
• Making sure everything works properly
• Providing clear instructions for appliances
• Childproofing if you allow families with kids

A well-prepared property is less likely to get damaged. It also makes guests more comfortable.

4. Inspect Your Property Regularly

Photo by: RDNE Stock project

Regular maintenance is key to keeping your vacation rental in good shape. It helps catch small problems before they become big ones. 

Set up a maintenance schedule and stick to it like your Airbnb success depends on it (because, spoiler alert, it kinda does). A stitch in time saves nine… and is a smart way to protect your Airbnb investment and manage short term guest damages.

Here’s how to do it right:

• Check appliances monthly, including leaky faucets or pipes, and loose door handles/hinges
• Do a thorough check after each guest
• Deep clean every few months
• Hire professionals for big jobs

5. Document Maintenance Logs

Maintenance logs help you keep track of every repair, replacement, and upgrade. 

These logs can be a lifesaver when dealing with damage claims or disputes. “Oh, you say that dent in the wall has always been there? Well, according to these videos and images, we just replastered that wall last month.“

Here’s how to create a log that works:

• Keep it simple: Use a spreadsheet or a dedicated app
• Be consistent: Update it after every repair or check-up
• Include dates, issues, and solutions

Also, taking preventive measures like vacation rental insurance and obtaining security deposits, is crucial to protect your Airbnb rental. We’ll discuss this in more detail below.

What Financial Planning Should You Do For Vacation Rental Damages?

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Money is the solution to most Airbnb-related headaches. Now, this makes financial considerations a key part of managing your vacation rental property. Think of it as the backbone of your hosting business. By planning ahead, you can turn potential damages into mere bumps in the road.

1. Airbnb Security Deposits

An Airbnb security deposit is particularly important as it serves as a financial incentive for guests to care for the rental and helps protect properties from damage.

However, this security deposit isn’t charged immediately –  it’s usually a temporary hold on the guests’ card. If no damages are done, there are no charges.

On the flip side as a host, you can decide if you’ll put down a security deposit or not. You can set the deposit amount between $100 to $5,000 USD depending on your property and booking arrangements.

In the future, you can then use this security deposit to cover minor damages without the hassle of filing a claim. However, a security deposit isn’t a blank check. Use it wisely. 

2. Add More Insurance Options

Airbnb’s coverage is a good start, but it might not cover everything. That’s where damage insurance comes in. It’s like an extra layer of protection (more like comprehensive insurance) for your property.

• Types to consider: Short-term rental insurance, umbrella policies
• Benefits: Covers gaps in Airbnb’s policy, provides peace of mind
• Choosing a policy: Look at coverage limits, deductibles, and exclusions

3. Make An Extra Budget for Damages

Asides from the security deposit, you can make it a habit to set aside money for surprise repairs. Here’s how to do it:

• Set aside a percentage of your earnings (5% is a good start)
• Keep this fund separate from your regular income
• Replenish the fund after each repair or replacement

4. Deduct Guest Damages From Tax

Understanding how damages and repairs affect your taxes – will save you money in the long run. Many repairs and replacements are tax-deductible, however, consult with a tax professional for specific advice.

Good record-keeping is your best friend come tax season. It’ll help you maximize deductions and minimize stress.

By considering these financial aspects, you’re setting yourself up for long-term success as an Airbnb host. It’s not just about making money – it’s about protecting your investment and ensuring your hosting journey is smooth.

How To Not Deal With Airbnb Guest Damages

Photo by: Monstera Production

Feeling overwhelmed by all the damage management talk or Airbnb’s policies? 

We get it. Managing your property by yourself can be stressful. That’s why we created Homevy. To lend property owners like you a helping hand.

We’re your property’s best friend, always looking out for its well being. We know all the ins and outs of vacation rental hosting, especially when it comes to preventing and handling guest damages.

Here’s how we can make your hosting life easier:

• We use smart AI to screen guests, reducing the risk of problematic bookings.
• Our team conducts regular property checks to catch small issues before they become big problems.
• We handle all guest communication, including the tricky damage-related conversations.
• If damage does occur, we’ve got your back with swift repair and replacement services

Learning From Damages To Your Short Term Rental Property

Every cloud has a silver lining, and every damaged rental has a lesson to be learned. (Okay, that’s not a saying, but it should be). Let’s explore some ways to prevent damages to your short term rental.

1. Analyze Damage Patterns

Look for recurring patterns in the types of damages – the guests who cause them, and even the time of year they occur. 

By tracking incidents, you’ll see common threads in incidents, and also note the type of guest, length of stay, and season. This will help you predict and prevent future issues.  

2. Update House Rules and Policies

Your Airbnb house rules aren’t set in stone. They should evolve based on your experiences. Review rules after each damage incident, and make changes that address recurring issues. Always keep rules clear, concise, and guest-friendly.

Remember, good vacation rental policies protect your property without making guests feel like they’re walking on eggshells.

3. Improve Your Guest Screening Process

Not all guests are created equal. Use past experiences to refine your screening process:

• Look for complete profiles and positive reviews
• Pay attention to how guests communicate
• Trust your instincts, but be fair

For instance, at Homevy, we use advanced AI to screen guests – ensuring you get the best ones. This extra layer of protection can save you from potential headaches down the road.

4. Enhance Property Features

While analyzing damage patterns, did you notice guests keep bumping into that weirdly placed coffee table? Time to rearrange. Are your white towels constantly having makeup stains? Maybe it’s time to invest in some darker colors. 

A little upgrade can prevent a lot of damage, so do the following:

• Replace fragile items with durable alternatives
• Install protective features like corner guards or coasters
• Consider techy solutions like smart locks or noise monitors

By learning from each incident, you’re not just fixing problems – you’re building a stronger, smarter vacation rental business. Each guest leaves you not just with a cleaned space, but with valuable insights.

FAQs

1. How Can I File a Damage Claim On Airbnb?

Here’s how to file an Airbnb damage claim:

1. Act fast: You have 14 days after checkout to report damages.
2. Gather evidence: Take clear photos of the damage. More is better.
3. Go to the Resolution Center in your Airbnb account: This is where you’ll file your claim.
4. Describe the damage: Be clear and specific about what happened.
5. List repair costs: Include receipts or estimates if you have them.
6. Send the claim: The guest has 24 hours to respond.
7. If needed, involve Airbnb support – they’ll step in if you and the guest can’t agree.

2. How Do I Communicate To Guests When They Break Something In My Vacation Rental?

Communicate professionally.

Be firm but fair, clear but not accusatory. Your guest might genuinely not know they’ve caused damage. Approach the conversation with a “we’re in this together” attitude. Avoid saying things like “You broke this!” Instead, try “I noticed the lamp isn’t working. Do you know what might have happened?“

3. What’s the Difference Between Airbnb Host Guarantee and Airbnb Host Protection Insurance?

The Airbnb Host Guarantee covers damage to your property caused by guests. Think of it like insurance for your stuff. If a guest breaks your TV or there are unexpected cleaning costs, this program sorts it. The host guarantee covers up to $1million. 

On the flip side, Host Protection Insurance covers you if a guest gets hurt on your property. For example, if someone slips and falls in your bathroom, this insurance can help with medical costs. The host protection insurance also covers up to $1million.

Understanding both programs helps you know exactly what protection you have. It’s important to know what’s covered and what’s not, so you can be prepared for any situation.

4. How Does The Airbnb Reimbursement Process Work?

Here’s how to get reimbursed if damage does happen during a stay: Document the issue by taking photos or videos, get the repair, replacement or cleaning estimates, and receipts. Within 14 days of the guest’s checkout, file a reimbursement request in the Resolution Center.

5. What If Your Airbnb Guest Refuses To Pay For Damages?

If an Airbnb guest refuses to pay for damages, promptly contact Airbnb Support to file a claim and communicate effectively with the guest to encourage accountability.

Concluding Thoughts

Dealing with guest damages can be a challenging and time-consuming process for short term rental hosts. 

Always communicate any issues with guests through the Airbnb platform to ensure proper tracking and handling of property damage incidents. By understanding Airbnb’s Host Damage Protection and taking steps to prevent damages, you can minimize risks and maximize your protection.

Ciao.