What evidence does Airbnb require for damage reimbursement?
Airbnb requires six categories of evidence to reimburse a damage claim under AirCover for Hosts: dated pre-stay photos showing the item intact before check-in, dated post-stay photos showing the damage, wide shots that establish room context, an itemized cost estimate supported by receipts or quotes, a written room-by-room description, and a submission inside the 14-day / before-next-guest window. Claims with all six resolve in the host's favor. Claims missing one or more typically fail at that specific gap.
The six evidence categories AirCover reviewers look for
Pre-stay photos (dated)
Proof the item was intact before this guest checked in. The single most predictive element of a paid claim.
Post-stay photos (dated)
Proof the item is damaged after checkout, captured before any cleaner touches or repairs it.
Wide-shot context
At least one photo per damaged item showing the surrounding room. Close-ups alone are ambiguous.
Itemized cost documentation
Receipts, written repair quotes, or retailer listings with the exact replacement price. No round numbers.
Written room-by-room description
A short narrative per room identifying each damaged item, its location, and which photos correspond.
Timely submission
Filed inside the 14-day post-checkout window, or before the next guest checks in — whichever comes first.
Photo standards: what actually counts
- Timestamped and dated.Photos taken on a phone capture EXIF metadata (date, time, sometimes GPS) automatically. Screenshots, re-saved images, and edited photos can strip this. Submit originals.
- Wide shot plus close-up per item.One photo shows the room (identifies location). A second shows the damage in detail. Reviewers need both to make the connection.
- Same angle before and after, when possible.If your pre-stay photo was taken from the doorway, take the post-stay photo from the doorway. Identical framing makes the change unambiguous.
- Good lighting, no flash glare.Poor lighting makes it hard to distinguish a stain from a shadow. Turn on overhead lights. For glossy surfaces, move the camera angle instead of using flash.
- Multiple angles for 3D damage.Broken furniture, dented walls, and cracked fixtures need at least three angles to show depth. Flat damage (stains, burns) needs fewer.
- Reference object for scale on small damage.A coin, a credit card, or a ruler next to a small burn or scratch tells the reviewer the size without having to guess from pixels.
A single blurry close-up of a coffee stain on a countertop. No wide shot, no date visible, no room context, no pre-stay comparison.
Wide shot of the kitchen on turnover day showing the counter intact (March 14). Wide shot from the same angle after checkout showing the stain (March 19). Close-up of the stain with a quarter beside it for scale. EXIF timestamps intact.
Video: when it helps, when photos are enough
Video isn't required. For most damage — stains, burns, scratches, broken items — a series of well-composed photos carries the same evidentiary weight and is faster to review. Video adds value in three specific cases:
- Odor-related damage. A video walking through the unit with verbal narration ("you can smell smoke in this room, here, and here") establishes something photos can't.
- Hidden damage that requires motion to see. A loose floorboard, a door that doesn't close, a faucet that leaks only when turned — motion is the evidence.
- High-value disputed claims. For claims over a few thousand dollars where the guest is pushing back, a narrated video of the full turnover inspection adds credibility beyond what photos alone carry.
Cost documentation: what reviewers accept
- Original receipts.Strongest. Replacement already made, cost verified. Screenshot or upload the receipt directly.
- Written repair quote.From a named repair service, on letterhead or official email, with the date, scope, and cost. Text message quotes from handymen are weak.
- Retailer product listing.A screenshot or link to the exact replacement on a major retailer with the price visible. Works well for replaceable items (linens, dishes, small furniture).
- Professional cleaning or remediation invoice.For stain removal, smoke remediation, or excessive mess. Must be from a named service, not your own labor.
- Itemized breakdown document.One line per damaged item: description, location, cost, supporting document reference. Reviewers assess claims item-by-item, not in totals.
"Repair and replacement: approximately $850." No line items, no sources, no document attached.
Line 1: Kitchen — replacement ceramic pour-over ($42, West Elm listing attached). Line 2: Living room — upholstery cleaning ($275, invoice from GreenClean attached). Line 3: Bedroom 2 — replacement floor lamp ($189, Target receipt attached). Total: $506.
Written description: what to include per room
AirCover reviewers process a high volume of claims. A clear written description is the difference between "I need to investigate this" and "the host made this easy to approve." For each affected room:
- Room name exactly as it appears in the listing (Kitchen, Primary Bedroom, Bathroom 2).
- Each damaged item on its own line with its location in the room.
- What the damage is in plain language: stain, burn, break, missing, scratched, soiled.
- Which photos correspond (photo 1, photos 3–4, etc.) so the reviewer can match text to image.
- The cost for that item with the supporting document reference.
The complete evidence checklist
AirCover damage claim evidence bundle
- Dated photos of every room, wide angle
- Dated close-ups of high-value or fragile items
- Overall condition noted in a turnover report
- Dated wide shot of each damaged room
- Dated close-up of each damaged item
- Same-angle match to pre-stay photos when possible
- Scale reference for small damage
- Video for odor, hidden motion damage, or high-dollar claims
- Itemized breakdown with one line per damaged item
- Receipt, quote, or retailer listing for each line
- Professional invoice for cleaning or remediation
- Room-by-room narrative
- Each item with location, damage type, photo reference, cost
- Neutral tone, no accusations or emotional language
- Filed inside 14 days of checkout
- Filed before next guest check-in if that comes first
- Guest given 24 hours to respond before Airbnb escalation
What doesn't count as evidence
- Screenshots of camera-roll previews. These strip EXIF data. Submit original photos from the app's share function.
- Edited or annotated photos. Red circles and arrows signal post-hoc interpretation. Submit the unaltered original; describe the damage in the written section.
- Cleaner texts or handyman voice notes. Informal messages aren't verifiable. Ask for a written invoice or quote instead.
- Your own labor cost. AirCover reimburses replacement and professional repair, not the host's time spent cleaning or fixing.
- Lost income from blocked nights. Not covered by AirCover in most cases. Short-term rental insurance policies from third-party carriers handle this.
- Emotional damages or inconvenience. AirCover reimburses property damage, not host stress.
Frequently asked questions
Do Airbnb reviewers check EXIF metadata on photos?
Yes for disputed claims and higher-dollar reviews. The timestamps and sometimes GPS embedded in original phone photos are how reviewers verify that pre-stay and post-stay photos were actually taken when you claim. For straightforward low-dollar claims, they often don't. Submit originals either way — it costs nothing and protects the claim if it escalates.
How many photos should a damage claim include?
Enough to cover every damaged item with a wide shot and a close-up, plus the matching pre-stay photos. A typical single-incident claim is 8–15 photos. A full-property claim after a bad guest can be 40–60. More isn't always better — organized is better than exhaustive.
Can I use my listing photos as pre-stay documentation?
Only as a fallback. Listing photos can be months or years old, so reviewers weight them less than photos from the turnover immediately before the stay. If listing photos are all you have, submit them — but explain the date and context in the written section. Going forward, a dated turnover report closes this gap.
What if my cleaner didn't take photos during turnover?
You can still file the claim, but your pre-stay evidence is weaker. Submit whatever you have (listing photos, prior inspection photos, photos from a previous turnover) and be explicit about the gap in the written description. Adding a turnover photo step to your cleaner's workflow closes this for future stays.
Does Airbnb accept 360 photos or 3D scans as evidence?
Yes, and reviewers find them useful for establishing overall room condition. Not required, and they don't replace close-ups of specific damage. Treat them as supplementary to the standard wide-shot and close-up pair.
How do I submit evidence for a claim I've already filed?
Reply in the same Resolution Center thread with the new attachments, or contact support and reference the reservation code. Don't open a separate claim — duplicate claims confuse reviewers and slow resolution.
The six evidence categories — captured in one turnover walk.
Rental Inspection Report produces a dated, room-by-room PDF with wide shots, close-ups, written notes, and timestamps in the exact format AirCover reviewers expect. Run it before every guest arrives and the evidence is waiting if a claim happens.