Why Airbnb Claims Get Denied
Airbnb's resolution process favors whoever has better documentation. Vague photos with no dates, no before/after comparison, and no receipts may not give Airbnb enough documentation to assess a claim. Hosts who submit organized, dated photos of the condition before and after the stay give Airbnb what it asks for.
The Before/After System
This is the single most important thing: photograph your entire property BEFORE every guest check-in with timestamped evidence: following the 5 rules of strong evidence. Then photograph AFTER every checkout. Now you have a dated before and after record of each stay.
What to Capture
✓Before check-in: every room, appliances, furniture, walls, floors, outdoor areas, amenities
✓After checkout: all damage, stains, broken items, missing items, excessive mess
✓Close-ups of specific damage with context shots
✓Receipts for damaged items showing original purchase price
✓Cleaning or repair quotes
✓Any communication with the guest about the damage
Filing the Claim
1
Document damage as soon as you find it. Airbnb's current guidance says to submit a reimbursement request within 14 days of the guest's checkout. Check the current AirCover for Hosts terms.2
Message the guest through Airbnb first3
If unresolved, open a Resolution Center request with dated before and after photos, receipts, and repair quotes4
Certify each photo so it has an independent timestamp
