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Cleaners Guide for Documenting Damages and Excessive Mess

A simple daily process to help Airbnb hosts protect their property and ensure accurate, timely evidence collection.

Why This Matters

Documenting the property’s condition before guests check in and immediately after they check out is critical for protecting both the host and the property. High-quality, time-stamped photos:

  • Support AirCover and guest charge claims

  • Protect hosts during guest complaints or disputes

  • Provide proof if a guest falsely reports an issue

  • Maintain high-quality property standards

  • Identify recurring issues (e.g., stains, damages) that require long-term solutions

  • Reduce repair and replacement costs by catching issues early

A consistent documentation system ensures every problem is backed by solid evidence.

What You Need

  • To follow this process effectively, cleaners should have:

    • A smartphone or device with a working camera

    • Must send timestamped photos immediately (no delayed batch uploads) TimeStamp Camera App

    • Access to team communication (WhatsApp, Slack, or SMS)

    • Basic understanding of damage vs. wear and tear

      • Damage: stains, breaks, spills, missing items, burn marks, dents

      • Wear and tear: light scuff marks, minor fading, signs of normal use

Daily Documentation Process

Step 1 — Send Morning Message to Cleaners (Daily Instruction Template)

Use the message below at the start of every day for all cleaners:

Hi [Cleaner’s Name],

Before you begin cleaning today, please send pre-clean photos of the property.

We need the following, required for every checkout:

  • Photo of the trash can(s) to confirm whether excessive garbage was left
    Wide-angle photos of each room before cleanup

    • Bedroom

    • Living room

    • Bathroom

    • Kitchen

    • Patio/balcony (if applicable)

If applicable, also send clear photos of:

  • Stained or heavily soiled bed sheets

  • Stained or damaged towels

  • Stained or dirty carpets/rugs

  • Stained or damaged couches or chairs

  • Food left inside the fridge or any unhygienic mess

  • Broken furniture (legs, screws, dents, scratches)

  • Missing items (take a photo of the empty spot)

  • Any walls, doors, or floors with new marks, chips, or holes

  • Anything that looks out of the ordinary or concerning

Please send photos before you start cleaning.

Thank you!

Step 2 — Submit Photos Promptly

Cleaners must send photos as soon as they arrive, before moving or touching anything, so the evidence remains valid for claims.

Step 3 — Notify Host of Serious or Urgent Issues

If the cleaner discovers major damage, they should:

  • Send a wide-angle photo + a close-up photo

  • Record short video evidence if it helps

  • Give a quick explanation of what was found

  • Contact the host or manager immediately

Examples include:

  • Broken TV, Missing electronics

  • Water damage, Large spills or stains

  • Forced locks or broken doors

Step 4 — Take After-Clean Photos

After finishing, the cleaner may send quick photos of the fully cleaned space.

This step helps:

  • Verify the quality of cleaning

  • Document "before vs. after" states

  • Prepare the property for the next guest

  • Ensure no issues are missed

Tips for High-Quality Photo Documentation

  • Take photos in good lighting

  • Capture wide shots + detailed close-ups

  • Ensure images are clear and non-blurry

  • Avoid sending compressed or low-resolution files

  • Take photos from consistent angles for comparability

Sample Photo/Video Set (Ideal)

A well-documented set includes:

  1. Entryway – before cleaning

  2. All rooms – full wide-angle shots

  3. All beds – before removing sheets

  4. Bathroom surfaces – sink, toilet, tub, floors

  5. Kitchen – counters, fridge (inside and out), stove

  6. Trash can(s) – contents visible

  7. Laundry pile – showing stains

  8. Any damage, stain, or mess
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