How do I file a VRBO damage claim?
File a VRBO damage claim through the reservation's inbox within 14 days of checkout. Which path you take depends on what you set up on the listing: if you had a refundable damage deposit, request the deduction directly from the guest first and escalate to VRBO's Resolution Center if they dispute. If you enrolled in Vrbo Property Damage Protection, submit the claim to the insurer with photos, receipts, and a written description. If you had neither, file through the Resolution Center and hope for an out-of-pocket guest payment. Evidence, timeline, and written room-by-room description decide the outcome in every path.
The three VRBO claim paths
Refundable damage deposit
You set a host-controlled deposit ($100–$2,000 typically). Claim by deducting the damage amount from the hold and refunding the remainder.
- Fastest payout (hours to days)
- Capped at the deposit amount
- Guest can dispute — escalation to Resolution Center if so
Property Damage Protection
VRBO's insurance product. Guest pays a non-refundable fee at booking; the insurer reimburses host-verified damage up to the policy limit.
- Higher coverage limit
- Slower payout (1–3 weeks)
- Insurance-style evidence burden
Step-by-step: filing with a refundable damage deposit
-
Inspect and document the damage before turnover cleaning begins.
Room-by-room photos with wide shots and close-ups, before anything is touched. Same evidence standard as any claim — pre-stay photos matched to post-stay damage.
-
Open the reservation in your VRBO host dashboard.
Navigate to the specific reservation. The damage claim flow is within the reservation, not a separate menu.
-
Initiate a damage deposit claim.
Select the option to file a damage claim against the deposit. Enter the amount you intend to withhold (not exceeding the deposit total), attach photos, and provide an itemized cost breakdown.
-
Send a message to the guest explaining the deduction.
Neutral tone, specific items, attached photos. Guests accept reasonable claims more often than you'd expect when the evidence is clear and the tone is factual.
-
Wait for the guest response window.
Guests have a period to accept, dispute, or ignore. VRBO processes the deduction automatically after that window if no dispute is filed.
-
Refund the remainder of the deposit.
Process the refund for any unused portion the same day you close the claim. Holding a full deposit for damage under the deposit cap invites disputes.
-
If the guest disputes, escalate to VRBO's Resolution Center.
The Resolution Center becomes the arbitrator. Submit the same evidence bundle — photos, cost breakdown, written description — plus any guest messages relevant to the dispute.
Step-by-step: filing with Property Damage Protection
-
Document damage the same way: room-by-room, before cleaning.
The insurer's evidence standard is at least as rigorous as the host deposit flow. Pre-stay photos, post-stay photos, cost estimates.
-
Open the reservation and initiate a property damage protection claim.
The option appears in the reservation flow when the guest opted into damage protection at booking. Follow VRBO's prompts to start the claim.
-
Submit photos, an itemized cost estimate, and a written room-by-room description.
Use receipts, written repair quotes, or retailer listings for each line item. Round totals without itemized support delay claims.
-
Respond to insurer follow-up within 72 hours.
The insurer often requests clarifications or additional photos. Same-day responses signal a straightforward claim; delays signal uncertainty and push claims into review queues.
-
Track the claim in the reservation thread.
Status updates post back to the reservation. Keep the thread clean — don't open parallel claims or duplicate messages.
Filing through the Resolution Center (no deposit, no protection)
When neither a deposit nor property damage protection was set on the listing, the Resolution Center is your only on-platform tool. Outcomes here depend almost entirely on the guest's willingness to pay. The process:
- Open the reservation and initiate a Resolution Center request for payment.
- Submit the evidence bundle with an itemized cost total.
- Message the guest through the reservation thread explaining the request.
- If the guest doesn't respond or refuses, contact VRBO support for mediation.
- If mediation fails, your recovery options are off-platform: small claims court, credit card chargeback attempts, or a third-party insurance claim if you have a separate STR policy.
Message template: initial guest message
The evidence VRBO claims decide on
- Pre-stay photos showing the item intact. The single highest predictor of claim success across all three paths. Listing photos are a weak fallback; turnover photos are strong.
- Post-stay photos with wide shots plus close-ups. Close-up alone isn't enough — the reviewer needs to place the damage in a room.
- Itemized cost with receipts or written quotes. Round-number estimates read as invented. Attach actual documentation per line item.
- Written room-by-room description. Tells the reviewer what to look for in the photos. A 30-second scan should convey the full claim.
- House-rule violation evidence, if relevant. Messages, photos, or cleaner notes that show the guest exceeded agreed terms (pets on a no-pet listing, smoking, extra guests).
Frequently asked questions
How long do I have to file a VRBO damage claim?
Generally 14 days from checkout for both damage deposit claims and property damage protection claims. Damage deposits have a release schedule that can be shorter in practice — once the deposit auto-releases to the guest, recovery gets harder. File as soon as you've documented the damage.
Can I claim more than my damage deposit amount?
Yes, but only for the deposit amount through the deposit flow. For damage above the deposit, file an additional request in the Resolution Center for the excess, or escalate to VRBO support. If you have property damage protection, the insurance layer can cover amounts beyond what a deposit would.
What if the guest disputes my damage deposit claim?
The claim moves into VRBO's Resolution Center, which mediates. Both parties submit evidence and VRBO makes a determination. Strong photo documentation, an itemized cost breakdown, and a calm written description win disputes; vague claims or emotional messages lose them.
Is VRBO's Property Damage Protection the same as a security deposit?
No. The deposit is collateral you hold temporarily. Property damage protection is an insurance product where the guest pays a non-refundable fee and an insurer covers host-verified damage. Both can be enabled on the same listing, and many serious hosts run both.
Does VRBO support video evidence?
Yes. Video is especially useful for odor claims (smoke, pet), hidden damage that requires motion to demonstrate (loose floorboards, malfunctioning fixtures), and higher-dollar disputes where the guest pushes back. For typical stain or breakage claims, a series of well-composed photos carries the same evidentiary weight.
What if the damage deposit already released to the guest before I found the damage?
Contact VRBO support immediately with the evidence bundle. Recovery is harder once the deposit has released but not impossible; outcomes depend on how recent the release was and the strength of documentation. Longer term, the fix is inspecting between every stay so discoveries happen before release.
Every VRBO path rewards the same pre-stay documentation.
Rental Inspection Report turns your turnover into a dated, room-by-room PDF — the format VRBO deposit reviewers, Property Damage Protection insurers, and Resolution Center mediators all use to decide attribution. One workflow, three claim paths covered.