Guides for hosts

Airbnb guest disputes the damage: which evidence counts

What to send when the guest says the damage was already there.

BildProof EditorialUpdated 9/30/20261 min read
In short

Send a picture of the same spot from before the stay together with the photo of the damage. Submit both calmly and briefly through the Resolution Center.

What helps when the guest disputes?

Airbnb looks at the evidence you send, not the tone. This is the evidence that counts.

  1. 1

    Before picture

    The same spot, captured before the guest checked in.

  2. 2

    Damage photo

    It shows what is damaged after checkout.

  3. 3

    Same spot

    Both captures show the same place, so they can be compared.

  4. 4

    Unedited

    Send only original photos, with no retouching and no AI.

  5. 5

    Cost proof

    Receipts and repair estimates show what the damage costs.

  6. 6

    Short and factual

    Say briefly when and where you found the damage.

Already have damage?

Guest damaged something?

Don't just leave the photos in your camera roll. BildProof helps you document the damage, add supporting evidence and create an organised, sealed report for your claim.

Create my damage report · €9.99

One-time purchase · No app download required

Which rules apply

Under Airbnb's Host Damage Protection Terms, you ask the guest to pay within 14 days of checkout; if they decline, you file the request to Airbnb within 30 days, with true and unaltered evidence. Airbnb then reviews it and may charge the guest, who can appeal.

General information, not legal advice.

Frequently asked questions

The guest says the damage was already there. Now what?

Send a picture of the same spot from before the stay. Without it, it is word against word.

Does it help if my cleaner confirms the damage?

It helps, but it does not replace a picture from before. The confirmation only shows when the damage was found.

What happens if the guest refuses to pay?

The guest has 24 hours to respond. If they decline, pay only part or do not answer, you can involve Airbnb; you file the request to Airbnb within 30 days of checkout.

More on this

GuidePhotos as Airbnb Damage Proof: Why They Often FailGuideAirbnb Resolution Center: process, deadlines and order

Also in this topic: Airbnb Security Deposit & Damage: What Protects HostsAI-edited photos: why your Airbnb claim can fail on themProving smoke odour at Airbnb: which evidence countsAirbnb expects reasonable care: what the rule means for hosts

Next guest arriving soon?

Scan the flat before check-in and after check-out. Then a damage claim rests on a before and after comparison.

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