Airbnb Claim: Handling a Dispute as a Host

If damage occurs, file your claim in the Airbnb Resolution Center. You have 14 days after the guest checks out to do so. If they do not pay within 24 hours, the AirCover protection takes over. Here is the process to handle an Airbnb dispute without wasting time or money.

How do you file a claim as a host?

The procedure follows a precise order. You first request payment from the guest, then from Airbnb. Following each step conditions your reimbursement.

Gather your evidence: photos, videos, quotes or repair receipts.
File the request in the Resolution Center, within 14 days of the guest's departure.
Let the guest respond: they have 24 hours to accept or refuse.
Involve Airbnb if the guest does not pay, within 14 days of noticing the damage.

14 days

This is the deadline to file your request after the responsible guest checks out. Do not confuse it with the 72-hour deadline, which applies to the guest, not the host.

This deadline is mandatory. A late request risks being rejected. So act as soon as you notice the damage.

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What does AirCover cover for hosts?

AirCover is the free protection included for every host. It combines damage protection and liability insurance. Note that the limits are expressed in US dollars.

AirCover covers	AirCover does not cover
Damage to property and furniture	Normal wear and tear of the home
Valuables and personal belongings	Natural disasters
Parked vehicles	Bodily injury (covered by liability)
Extra cleaning after damage	Normal checkout cleaning
Loss of income from a forced cancellation	Currency exchange loss

Damage protection reaches up to 3 million US dollars. Liability insurance covers up to 1 million US dollars.

This tool helps you decide in a few questions. You describe the type of damage found in your home. The widget guides you to the right answer: covered by damage protection, falling under liability, or excluded. The goal: to know quickly whether an AirCover request has a chance of succeeding, before you file it.

Advice from Conciergerie Vesna

AirCover is a guarantee, not a classic insurance policy. It does not replace non-occupying owner insurance. Take out dedicated short-term rental coverage as a complement. This is the double protection we recommend to every owner we support.

What evidence should you provide?

The strength of your file rests on the evidence. Airbnb expects concrete, dated items. The more precise your file, the more credible it is.

Property with boxes and furniture after a checkout, to document for a claim

Photos or videos of the damage, taken quickly after checkout.
Quote or receipt for the repair or the extra cleaning.
Inventory report at check-in and check-out, to compare before and after.
Purchase invoices for the damaged items, if you kept them.

An inventory report with timestamped photos changes everything in a dispute. It proves the state of the property before the stay. To protect yourself upfront, also rely on a well-framed Airbnb security deposit.

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Amounts and partial reimbursement

The guest is always asked first. They have 24 hours to pay the requested amount. If they pay only part of it, you can claim the balance from AirCover.

Be realistic about the amounts granted. They may be lower than your initial request. Ageing, limits and the quality of supporting documents all come into play. So never promise a full reimbursement in advance.

Would you like to delegate the management of your property on the Côte d'Azur? Contact the Airbnb Concierge in Nice. We handle claims on your behalf.

To protect your property upfront, read our guides on Airbnb scams and short-term rental insurance.

Frequently asked questions

File a request in the Resolution Center, with your evidence, within 14 days of checkout. The guest has 24 hours to respond. Without payment, activate the AirCover protection.

You have 14 days after the responsible guest checks out to file your request. Airbnb's involvement must be requested within 14 days of noticing the damage.

Damage protection covers damage to property, furniture and loss of income, up to 3 million US dollars. Normal wear and tear and natural disasters are excluded.

Yes. If the guest pays only part of the amount, you can claim the balance from AirCover. The final amount depends on the supporting documents and the applicable limits.

First send a written complaint, then refer the matter to consumer mediation. As a last resort, the court handles small claims. A professional landlord may be excluded from mediation.

Dated photos or videos, a repair quote or receipt, and a check-in and check-out inventory report. Purchase invoices for the damaged items strengthen the file.

Sources

1.Host Damage Protection — Airbnb Help Center, July 2026. airbnb.fr/help/article/279
2.AirCover for Hosts protection — Airbnb Help Center, July 2026. airbnb.fr/help/article/3142
3.Consumer dispute mediation — entreprendre.service-public.fr, July 2026. entreprendre.service-public.fr/vosdroits/F33338
4.Consumer mediation — economie.gouv.fr, July 2026. economie.gouv.fr/mediation-conso
5.Terms of Service: dispute resolution — Airbnb Help Center, July 2026. airbnb.fr/help/article/2908