Short Summary of the SOP
This SOP outlines the step-by-step process to file a claim through Airbnb’s Resolution Center for reimbursement due to guest-related damages, theft, or rule violations.
Why this matters
Filing a claim correctly and within Airbnb's 14-day policy window ensures that you are protected and reimbursed for damages caused by guests. Accurate claims help maintain accountability and safeguard your property.
Prerequisites
Documentation of the issue (photos/videos, receipts, invoices)
Guest's reservation details
Description of damage and estimated cost
Steps
Document the Damage or Incident
Immediately after discovering the issue, take clear photos/videos of the damage.
Keep receipts or invoices for any replacement or repair costs.
Record any communication with the guest about the damage.
Log in to Your Airbnb Account
Go to airbnb.com and log in to your host account.
Navigate to the Resolution Center
Visit the Airbnb Resolution Center. https://www.airbnb.com/resolutions
Click on “Request money.”
Select the Reservation
Choose the relevant guest reservation associated with the claim.
Click “Next” to continue.
Enter the Claim Amount
Specify the total amount you are requesting (in USD or your local currency).
Ensure this accurately reflects your actual cost, based on invoices, estimates, or receipts.
Add a Detailed Message
Clearly describe:
What was damaged or missing
When and how did you discover the issue
Why are you requesting the amount
Be professional, factual, and concise.
Upload Supporting Evidence
Attach:
Photos/videos
Receipts/invoices
Screenshots of guest communication, if relevant
Submit the Request
Review the information and click “Submit”.
The guest has 72 hours to respond. If they do not respond or decline, you can escalate to Airbnb.
Escalate to Airbnb (if necessary)
After 72 hours, go back to the Resolution Center. If they do not reply or decline, Airbnb will show an option to "Involve Airbnb" in the Resolution Center.
“Involve Airbnb” not showing? Here’s what you should do:
Go back to the Resolution Center.
Find the claim you submitted under “Active Requests.”
Click “Involve Airbnb” or “Get Airbnb Support” (wording may vary slightly depending on device).
Airbnb will then review and contact both parties.
Next steps / related reading
Airbnb Host Damage Protection Overview
- https://www.airbnb.com/help/article/937
How the Resolution Center Works
- https://www.airbnb.com/help/article/767
Terms of AirCover for Hosts
- https://www.airbnb.com/aircover-for-hosts
VIDEOS
Start an AirCover Claim
2. Supporting documents for claim (broken items)
3. Supporting documents for claim (Couch and Rug Cleaning)
4. Supporting documents for claim (Late check-out and cleaning)
5. Ask upper management prior to submitting and finishing the claim