Getting charged for damage
Accidents are rare, but they happen. If you, someone you invite, or a pet are responsible for damage during a stay, let your Host know right away.
Your Host can send you a reimbursement request in our Resolution Centre to cover the cost of the damage, and you’ll have 24 hours to respond.
What do you do if you break or damage something during your stay
You should let your Host know right away if you break or damage something during your stay. The best way to do this is by sending them a message through the Airbnb website or app, just in case our Community Support team needs to refer to it later. If you can provide photos, that’s great, too.
Being upfront about damage gives your Host as much time as possible to fix it before their next guest arrives. It also gives you and your Host a chance to find a resolution without Airbnb getting involved.
If your Host sends you a reimbursement request through the Resolution Centre
If your Host believes that you’re responsible for damage, missing items, or unexpected cleaning costs, they may send you a reimbursement request through our Resolution Centre. You’ll have 24 hours to respond.
- If you pay the full amount, the request will be closed
- If you pay a partial amount, decline the request, or don’t respond to the request, your Host may involve Airbnb or our insurer as a next step
Airbnb may step in to review the request
If your Host involves Airbnb, a member of our Community Support team will determine if you’re responsible for the damage and if the amount your Host is requesting is reasonable. They’ll do this by reviewing evidence provided by your Host, as well as any notes you included in your initial response to your Host’s request. Someone may also follow up with you or others who may have information about the Host’s damage claim.
You may be asked to pay
You’ll be given the opportunity to voluntarily submit a timely payment or an appeal. If you don’t submit a timely payment or appeal, or your appeal is unsuccessful, your payment method will be charged. (This doesn’t apply to stays in China, Japan, or India.) You’ll never be charged without advance notice or a chance to appeal before and after you’ve been charged. You’ll have 60 days to appeal after you’ve been charged.
Dealing with damage is never fun, but this process is designed to be as fair as possible. For more info, review our Terms of Service and Payments Terms of Service.
Related articles
- Host
Host damage protection
Host damage protection, a part of AirCover for Hosts, provides Hosts with $3 million USD in coverage in the rare event your place or belongi… - Guest
Security deposits
Security deposits can be required either by Airbnb or by Hosts. They can be based on the features of the place to stay and/or the timing of … - Guest
How the Resolution Centre helps you
The Resolution Centre lets you request or send money for things related to your Airbnb trip. Guests and Hosts can ask Airbnb for help in rea…