Most stays end with nothing worse than a few towels in the wash. When something does get broken, what happens next depends on which site the guest booked through, how fast the damage is reported, and what insurance you have. Here's how it works.
What could your home earn?
Free and instant. Nobody rings you unless you ask them to.
Key takeaways
- Serious damage is rare, and guest checks prevent most of it.
- Airbnb's damage protection is discretionary, with a 14-day claim window.
- Other sites have different rules, so get proper short-let insurance.
- Photos before and after each stay make claims far easier to win.
- Payouts are decided by the booking platform, so they're not guaranteed.
Contents
How often does serious damage happen?
Serious damage is rare. Guests leave reviews, and hosts review guests back, so both sides have a reason to behave. Checking guests before they arrive, and a clear no-parties rule, prevent most problems. Airbnb's own party ban, made permanent in 2022, bans disruptive parties and events, along with open-invite gatherings.
How does Airbnb's damage protection work?
Airbnb says its host damage protection provides $3m USD host damage protection as part of AirCover for Hosts. In practice, you ask the guest to pay first through Airbnb's Resolution Centre, and Airbnb can step in if they don't.
Two catches matter. BNBCalc's analysis explains that the protection is discretionary, with Airbnb deciding case by case, and that claims have a 14-day claim window. Miss it, and you may not be paid.
What about bookings on other sites?
Booking.com and other sites have their own rules, and AirCover doesn't apply to them. This is why proper short-let insurance matters. Read Short-let insurance explained.
How can you protect yourself?
- Check every guest before they arrive. We check every guest's ID, and every guest agrees to your house rules before they get the door code.
- Keep a photo record of the home, room by room, updated when anything changes.
- Check the home at every clean, so damage is spotted within hours, not weeks.
- Report damage fast, with photos and receipts, well inside the claim window.
- Keep valuables out, or locked away.
What do we do when something's damaged?
We deal with it: we photograph the damage, arrange the repair, and make the claim with the guest and the platform. You get a clear update, not a problem to sort out from a distance. Payouts are decided by the booking platform, so they're not guaranteed, which is another reason to have proper insurance.
Frequently asked questions
Does a security deposit help?
Deposits work differently on each site. On Airbnb, damage is handled through its Resolution Centre and damage protection. Check the rules on each site you list on.
What counts as normal wear and tear?
Scuffs, worn towels and the odd chipped mug are part of letting a home. Damage is something broken, stained or missing because of a guest.
Will a damage claim affect my listing?
No. Making a fair claim is part of hosting. Reviews and responses stay polite and factual.
What if a guest disputes the claim?
Photos taken before and after the stay, receipts and fast reporting make disputes far easier to win.
How long do I have to claim on Airbnb?
Claims have a 14-day window, so report damage fast, with photos and receipts.
Related guides
Sources
This is general information, not legal, financial, tax or insurance advice. Market figures are averages as of the date shown above and change every month. Speak to a qualified professional before you act on anything here.