How do I file an AirCover damage claim that actually gets paid?
Message the guest through the Airbnb Resolution Center within 14 days of checkout (or before the next guest checks in, whichever comes first) and request reimbursement with dated before-and-after photos, an itemized cost estimate or receipts, and a room-by-room description of the damage. If the guest declines or doesn't respond within 24 hours, involve Airbnb Support to escalate the request to AirCover for Hosts, which reimburses eligible damage up to the published policy limit.
or before next guest check-in
before Airbnb can be involved
per published policy; exclusions apply
dated photos showing condition before check-in
Step-by-step: filing an AirCover claim
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Inspect and document the damage before the next turnover starts.
Walk the property room by room and capture photos of every damaged item with the surrounding context visible (door frame, wall, adjoining furniture). Take at least one wide shot and one close-up per item. Do this before any cleaner touches the damage — once it's cleaned or repaired, the evidence is weaker.
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Pull the matching pre-stay photos from your last turnover report.
The single biggest predictor of a paid claim is a dated photo of the same item, intact, from the turnover immediately before this guest's stay. Match each damaged item to its pre-stay equivalent and save both in one folder.
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Get an itemized cost estimate or repair quote.
AirCover reviewers want numbers, not round estimates. Use actual receipts for replaced items, a written quote from a repair service, or a listing from a major retailer for the exact replacement. Avoid "approximately" phrasing.
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Open the Resolution Center and submit a Request Money for damages.
In the Airbnb app or host dashboard, open the reservation, tap Resolution Center, select "Request money," choose "Reimbursement for damages," and enter the total. Attach every photo (before and after), the itemized cost breakdown, and a short written description per room.
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Message the guest directly, calmly, and once.
Keep the tone neutral. State the facts, attach the evidence, and request reimbursement. Do not threaten reviews, legal action, or Airbnb escalation in the message — it gets cited against hosts in disputes. A template is below.
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Wait the full 24 hours for the guest to respond.
This window is required. If you escalate to Airbnb before it elapses, the claim is kicked back. Use this time to organize the evidence PDF for the AirCover review.
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Escalate to Airbnb Support if the guest declines or ignores the request.
In the same Resolution Center thread, tap "Involve Airbnb." This triggers the AirCover for Hosts review. Airbnb will request your evidence bundle; send the same PDF you prepared in step 6 plus any additional photos or quotes.
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Respond to the reviewer within 72 hours of any follow-up.
AirCover reviewers ask clarifying questions. Slow responses look like weak claims. Keep your evidence folder open and reply the same day when possible.
The most common reasons AirCover denies claims
- No pre-stay documentation. The reviewer can't confirm the damage wasn't pre-existing. Fix: capture a dated report at every turnover, not just when something breaks.
- Photos without context. A close-up of a stain without the surrounding room is ambiguous. Fix: always pair close-ups with a wide shot that identifies the room.
- Round-number or unsupported estimates. "About $500" reads as made up. Fix: attach an invoice, a quote, or a retailer product link with the exact price.
- Missed the 14-day window. No amount of evidence recovers a late claim. Fix: file on the day you find the damage, even if your cost estimate isn't finalized.
- Wear-and-tear mislabeled as damage. Faded paint, worn couch cushions, and minor scuffs are excluded. Fix: only claim items that can be objectively shown as functional before and broken after.
- Excluded categories. AirCover for Hosts does not cover every type of loss — lost income from blocked nights, acts of nature, pre-existing damage, and a handful of other categories are outside policy. Check the current policy page before filing a category you're unsure about.
Message template: the initial guest request
Message template: escalating to Airbnb after 24 hours
Frequently asked questions
What if I find the damage after the next guest has already checked in?
Your window to file is effectively closed for that stay. AirCover needs damage reported before the next check-in because otherwise it cannot be attributed to a specific guest. The fix is operational: inspect between every stay, not just when something is visible at a glance. A short room-by-room turnover report makes this routine.
Does AirCover cover cleaning fees for excessive mess or smoking?
AirCover for Hosts covers some excessive cleaning costs that go beyond normal turnover, including smoke remediation, but it is not a substitute for a cleaning fee. You'll need photos of the condition, an invoice from a professional cleaner or remediation service, and documentation that the cost exceeded your normal turnover cleaning fee.
Can I file an AirCover claim if the damage is under $100?
Yes. There is no minimum. Smaller claims tend to resolve faster with the guest directly because the dispute-to-payout ratio is low. Keep the same evidence standard — pre and post photos, itemized cost — even for a broken mug.
What if the guest denies it and leaves a retaliatory review?
Airbnb's review policy allows removal of reviews that are clearly retaliatory in response to a damage claim. Report the review through the host help flow, cite the open or recently-closed damage claim, and include screenshots of the review and any hostile messages. This does not always succeed, but documented retaliation with a claim in the same thread is the strongest basis for removal.
Should I pause hosting while the claim is reviewed?
Only if the damage makes the space unsafe or uninhabitable. Blocked nights aren't reimbursed by AirCover in most cases, so continuing to host through a review is usually the right call unless you need the downtime for repairs.
How long does AirCover take to pay out?
Most straightforward claims with complete evidence resolve in 1–2 weeks after Airbnb is involved. Claims that are missing documentation, disputed by the guest, or in excluded categories can stretch to 4–6 weeks. The single biggest accelerator is submitting a complete evidence bundle on day one instead of in pieces.
The evidence bundle this guide describes — built from a normal turnover walk.
Rental Inspection Report produces the exact output AirCover reviewers look for: a dated, room-by-room PDF with before and after photos, timestamps, and written notes. Capture it during the turnover before the guest arrives; the claim-ready evidence is already waiting if you need it.