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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.

Updated over 3 months ago

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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