This provides a clear, step-by-step process for filing an AirCover claim through Airbnb’s Resolution Center to seek reimbursement for guest-related damages, missing items, late check-outs, or excessive cleaning needs.
Why this Matters
Submitting your claim correctly and on time ensures you receive protection under Airbnb’s Host Damage Protection policy. Following the right steps helps you avoid delays or denials and ensures fair compensation for property-related losses or issues caused by guests.
What You Need
Before filing your claim, make sure you have:
✅ Photos/videos clearly showing the damage or issue
✅ Receipts, invoices, or estimates for replacements/repairs
✅ Guest’s reservation details
✅ Clear written description of the issue (including how/when it was discovered)
✅ Any communication with the guest regarding the damage
✅ Approval from upper management before submission
Steps
1. Document the Damage or Incident
Take high-quality photos/videos of the damage or issue immediately after discovery.
Keep all receipts, invoices, or estimates related to cleaning, repair, or replacement.
Save any text/email exchanges with the guest that mention the damage.
2. Log in to Your Airbnb Account
Go to airbnb.com and log in using your Host account credentials.
3. Navigate to the Resolution Center
Visit the Airbnb Resolution Center.
Click “Request money” to start your claim.
4. Select the Reservation
Choose the correct guest reservation linked to the damage.
Click “Next” to proceed.
5. Enter the Claim Amount
Input the total dollar amount you are requesting.
Base this on actual invoices or professional estimates – no guessing.
6. Add a Detailed Message
In your message:
Describe what was damaged/missing
Explain how and when you found the issue
Justify why you're requesting the amount
Keep the tone professional and fact-based
7. Upload Supporting Evidence
Attach all necessary documents:
📷 Photos/videos of the damage
📄 Invoices, estimates, or receipts
🗨️ Screenshots of any guest communication
8. Submit the Request
Review all inputs for accuracy.
Click “Submit” to send the request to the guest.
The guest has 72 hours to respond.
9. Escalate to Airbnb (if needed)
If the guest:
Doesn’t respond within 72 hours, or
Declines the request
➡️ Go back to the Resolution Center.
➡️ Under “Active Requests,” click “Involve Airbnb” (or “Get Airbnb Support”).
📌 If this option isn’t visible, double-check your claim timing and ensure all required evidence is uploaded.
Airbnb will review and contact both you and the guest.
Next Steps / Related Reading
VIDEOS (Step-by-Step Examples)
▶️ Start an AirCover Claim
Watch on Loom
▶️ Submit Supporting Documents – Broken Items
Watch on Loom
▶️ Submit Supporting Documents – Couch and Rug Cleaning
Watch on Loom
▶️ Submit Supporting Documents – Late Checkout & Cleaning
Watch on Loom
Important
Always consult upper management (Carstin, Daffi, or Maria) for approval before submitting the final claim.