What's the Airbnb damage policy? How do I file an Airbnb claim?
It's important for Airbnb property owners to be prepared for the highs and lows that come with owning a property. After all, it takes a lot of care and effort to manage a successful property, so discovering damage to your property or belongings can be disheartening—and it's costly to fix too.
So when the unexpected happens during an Airbnb stay, like accidental loss or damage, you need to know how to claim compensation. In this event, you can protect your property and your wallet with Airbnb's damage claim process, which can be done the Airbnb platform.
Let's dive into the ins and outs of filing a damage claim, or Aircover, how to get compensation for hosts and guests, and how hosts can make sure their rental property remains safe and damage-free for all guests.
What is an Airbnb damage claim?
An Airbnb damage claim is your safety net for when accidental damage or unforeseen incidents happen during a guest's stay. Both hosts and guests can file an Airbnb claim depending on the situation and the damages that occurred. Airbnb's host protection policy, also known as AirCover, gives financial security to hosts and guests in the rare event of property damage.
What's included in the Airbnb damage policy (AirCover)?
AirCover provides hosts with substantial protection, offering up to $3M Host damage protection, $1M Host liability insurance, and $1M Experiences liability insurance. AirCover for hosts covers the following scenarios:
AirCover for Airbnb host damage protection:
- Pet damage protection
- Deep clean protection (for incidents like smoking in your home)
- Income loss protection: Compensation for loss of income if you have to cancel future bookings because of previous damages.
- 14-day filing opportunity: You have 14 days post-checkout to request compensation for damages
- Faster track for Superhosts
According to Airbnb's policies, host damage protection doesn't cover damage caused by normal wear and tear. It also doesn't cover any injuries or property damage to guests or others (such as cleaners), as those are covered by Airbnb's host liability insurance.
Hometime tip: there is no separate opt-in required — hosts who agree to list a property on Airbnb automatically receive AirCover benefits whenever they host a stay booked on Airbnb. However, note that it it not a personal insurance/property insurance, and that different countries have different rules in terms of coverage.
What is host liability insurance?
Host liability insurance, part of AirCover, covers guests with up to US$1 million. This insurance extends to cover bodily injuries, damage, or theft of property and covers those of third parties, including cleaners or any other person who helps you host. Host liability insurance ensures coverage for:
- Personal injury to a guest (or third party)
- Damage or theft of property belonging to a guest (or third party)
- Damage caused by a guest (or third party) to common areas outside the Airbnb itself (the lobby and surrounding properties)
AirCover for Airbnb guests:
Every Airbnb booking comes with AirCover for guests. If you encounter any issues with your Airbnb that your host can't resolve, Airbnb can help you find a similar place (subject to booking prices) and partial/full refunds. AirCover for guests covers the following scenarios:
- Host cancellations
- Unable to check in or unable to contact Airbnb host
- Inaccurate listing - if the Airbnb is significantly different from how its been advertised
- Major issues during your stay, such as heating not working in winter
Airbnb guests are also covered by the host liability insurance, in cases of personal injury or property damage.
Hometime tip: AirCover is not travel insurance; travel-related issues are not covered. (e.g. if trip is delayed due to a storm or if your luggage is damaged by your carrier.)
How to file an Airbnb damage claim for hosts:
Step 1: Site inspections
Immediately after a guest has checked out, you should thoroughly document damages with photos and videos. Take notes on what happened, who discovered the damage, and when. Detailed evidence increases the likelihood of receiving fair financial compensation for the damage.
Step 2: Communicate with the guest
Before starting the claim with Airbnb, we recommend speaking with your guest about the damages. The goal is to come to a reasonable agreement on how much you’d like them to pay. Most guests are cooperative and let you know about the damages before you find them, but some may need a gentle nudge to take responsibility and cover a repair or replacement.
Step 3: Submit your Airbnb damage claim
If you and the guest can’t come to an agreement, head to Airbnb's 'Resolution Centre,' choose the relevant booking, and select 'Request compensation for damages.' You’ll need to provide all the details and costs associated with the damages.
Important Tip: Make sure to submit your AirCover claim within 14 days post-checkout.
Not that there are different Airbnb claim forms, depending on what you need:
- Reimbursement request - for damage to your property and common areas, missing items, unexpected cleaning, or any loss of income in case you need to cancel upcoming bookings due to guest damage.
- Liability claim - for instances where guests or others are injured or experience property damage while on your property
What if the guest refuses to pay?
Your guest will have up to three days (72 hours) to make payment. If your guest doesn't comply within that time frame, you can involve Airbnb Support within 30 days of damage occurrence. Airbnb's support team will aim to come to a fair resolution for you and your guest.
How to file an Airbnb damage claim for guests:
The damage claim process for Airbnb guests vary depending on when the incident takes place.
Before you arrive:
If your Airbnb host has cancelled your reservation, you can reach out to Airbnb support directly to find a similar property according to location, amenities, and price. If a similar place is not available or you'd prefer not to rebook, Airbnb will issue a full refund, including service fees.
During check in:
If you are having issues with check in and your Airbnb host cannot resolve the issue, or if the Airbnb host cannot be contacted, reach out to Airbnb support and they'll help you find a similar property according to location, amenities, and price. If you'd prefer not to rebook or a similar place is not available, Airbnb will issue a full refund, including service fees.
During your stay:
- Take photos or videos of the issue
- Report the issue to your Airbnb host within 72 hours
- If your Airbnb Host can't resolve the issue or doesn't respond, contact Airbnb support. If the issue is covered by AirCover for guests, they can help you find a similar property nearby (subject to availability and pricing) or give you a partial/full refund.
If you have been injured or experience property damage/loss during your stay, you can use Airbnb's host liability insurance intake form to reclaim losses. Your information will be sent to one of Airbnb’s trusted insurance companies, who will handle the claim and work towards a quick and fair resolution.
Get help with guest communications and more
While Airbnb's damage claim process is straightforward, navigating it can be challenging. That's why we recommend partnering with Hometime. Our team of Airbnb management experts can manage any challenge and do the heavy lifting for you.
.webp)
Our full-service short term rental management solutions are designed to maximise your earnings and guest satisfaction with these dedicated services:
