AirCover Claims & Handling House Rule Violations

Why This Matters

Proper handling of guest violations is both risk management and revenue protection.

Violations create real costs (extra cleaning, repairs, replacements).
Airbnb will reimburse hosts only if claims are submitted correctly and on time.
Missed steps = denied claims, lost revenue, and higher operating costs.
Consistent enforcement improves guest quality and protects property standards.

Ignoring violations = lost money.
Handling them correctly = recovered revenue + better guests.

What You Need

Airbnb host account access
Property-specific house rules & fee schedule
Photos/videos of violations or damage
Cleaner or staff reports with timestamps
Receipts, invoices, or repair estimates
Screenshots of guest communication (especially admissions)
Reservation details
Airbnb support case ID (if incident already reported)

Common Chargeable Violations

Unauthorized pets
Unauthorized extra guests
Smoking inside the property
Late checkout / early check-in without approval
Excessive cleaning
Noise or party disturbances
Missing or damaged items
Lost keys or lockouts
Any violation that is clearly stated in the house rules

Step-by-Step Process

Step 1: Identify the Violation

Cleaner or staff submits:
- Photos/videos TimeStamp Camera App
- Description of issue
- Time discovered
- Written receipts, estimates, or invoices (this is required by Airbnb even if it is in your house rules)
Operations reviews evidence within 2 hours.

Step 2: Gather Documentation

Collect and organize:

Clear photos/videos (before/after if possible), use TimeStamp Camera App
Receipts, invoices, or estimates
Screenshot of the violated house rule
Written description with date/time
Guest messages acknowledging responsibility (if applicable)

Step 3: Guest Communication (When Applicable)

Choose timing based on the situation:

Option A: Message before the 14-day review window ends
Option B: If the stay was otherwise positive, wait until after the guest leaves a 5-star review

Tone: calm, professional, fact-based

Template (Internal Approved):

Hi [Guest Name],

I hope you had a great stay in our property! We are reaching out because our team noticed something during the turnover that might indicate damage was caused/a house rule was unintentionally overlooked.

We've attached some documentation for your review as well.

When you have a moment, please take a look and let us know if you have any questions or if there's anything you'd like to clarify. Depending on the situation, Airbnb may apply an additional charge, but we want to make sure we fully understand what happened before we proceed.

Thank you, and we appreciate your time.

Attach evidence and specify the violated rule.

Step 4: Determine the Fee

Fees must be listed in the house rules.

Typical ranges:

Unauthorized pet: $200–$500
Smoking: $500
Extra cleaning: $50–$250
Late checkout: $50/hour
Missing/damaged items: replacement + labor
Key replacement: key cost + service fee (generally $150-$250)

Step 5: File a Resolution Center Request

Log in to Airbnb
Go to Resolution Center → Request money
Select:
- Extra services (fees, violations, cleaning)
- Damages (broken, missing, stolen items)
Choose the correct reservation
Enter the exact amount (will not be accepted without documentation)
Add a clear, factual explanation
Upload all evidence
Submit request