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Ask a guest to pay for damage

Message templateFor guestsSend: Within a day or two of finding the damage, inside 14 days of checkoutBy HostCalmlyUpdated Oct 30, 2026How we write templatesReport an error

Short answer

Message the guest promptly and stick to facts: what was damaged, when you found it, what it costs to fix and the photos and receipts that show it. Then send the request through Airbnb's Resolution Center within 14 days of checkout. If the guest doesn't pay within 24 hours, you can ask Airbnb to step in.

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Hi [Guest name], Thank you for staying at [Rental name]. I hope you got home safely. During the turnover after your stay, [who found it, such as our cleaner] found [the damage, such as a cracked glass tabletop in the living room]. It was in good condition before your arrival, as shown in [your evidence, such as the photos from the previous turnover]. The cost to [repair or replace] it is [amount], based on [the receipt or quote]. I've attached photos of the damage and [the receipt or quote]. I'll send a request for this amount through the Resolution Center, so you can review the details and respond on the platform. If you see things differently or have any questions, please reply here and we can sort it out together. Thank you for your understanding. [Your name]
10 parts still in [brackets]

When to send it

Send it within a day or two of finding the damage, once you have photos and a cost. Airbnb's Host damage protection (opens in a new tab) article says to file a reimbursement request in the Resolution Center within 14 days of the guest's checkout, and that the guest then has 24 hours to respond. If they decline, pay only part or don't respond, you can submit the request under host damage protection and Airbnb Support reviews it. The same article asks for supporting documents within 14 days of the damage or loss, which can be earlier than the checkout deadline.

Tips

  • Photograph before you fix anything: wide shots and close-ups, plus the previous turnover's photos to show the condition before the stay. The host damage protection article says to document the issue with photos or videos and repair or cleaning estimates or receipts.
  • Gather the paperwork Airbnb asks for. Its Host Damage Protection Terms (opens in a new tab) ask for proof of the time, cause and origin of the loss and receipts for unexpected cleaning. They also ask for an inventory of damaged items with make, model, purchase date and repair or replacement cost. Evidence must be genuine and not altered, including by AI.
  • Watch the deadlines. Airbnb's Request or send money in the Resolution Center (opens in a new tab) article says damage claims must be filed within 14 days of checkout, and the terms give 30 days from checkout to file the payment request form if the guest doesn't pay. Document everything before the next guest arrives, while the cause is clear.
  • Ask for the actual cost, not a penalty. Airbnb's Reasonable house rules and requests (opens in a new tab) policy, which applies to reservations booked on or after Nov 20, 2026, says hosts may not impose fines or other penalties on guests themselves.
  • Keep it on the platform and keep reviews out of it. Don't accept payment through another app, and never hint at a bad review. Airbnb's Authentic and trustworthy reviews (opens in a new tab) policy says hosts and guests may not threaten a negative review to obtain unwarranted compensation.

Frequently asked questions

How long do I have to make a damage claim on Airbnb?

Airbnb's host damage protection article says to file a reimbursement request in the Resolution Center within 14 days of the guest's checkout. Its Host Damage Protection Terms give 30 days from checkout to file the payment request form if the guest doesn't pay.

What happens if the guest doesn't pay?

The guest has 24 hours to respond to the Resolution Center request. If they decline, pay only part or don't respond, you can submit the request under host damage protection, and Airbnb Support reviews it.

What evidence do I need?

Dated photos or videos of the damage, photos of its condition before the stay and a receipt or repair estimate. Airbnb's terms also ask for an inventory of damaged items and a police report if a crime or theft was involved.

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