Reporting damage on Booking.com: deadline and process
How to report guest damage through the Extranet and what Booking.com takes on.
Submit a payment request with a description, amount and photos in the Extranet within 14 days of checkout. Booking.com asks the guest to pay, but does not pay itself.
How does reporting work?
The request is quick to file if you chose the damage program and have your evidence ready.
- 1
Check your model
The payment request exists in the damage program, not with a self-managed deposit.
- 2
14 days
The request must be made within 14 days of checkout.
- 3
In the Extranet
Open the reservation and choose “Make a damage payment request”.
- 4
Description and photos
Describe the damage, enter the amount and attach photos.
- 5
Maximum
Anything above the per-stay maximum you set does not go through Booking.com.
- 6
Payout
After approval, payment can take up to 30 days.
Already have damage?
Guest damaged something?
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Which rules apply
Under Booking.com's partner terms for the damage program, you submit the payment request within 14 days of checkout, up to the per-stay maximum you chose. Booking.com does not guarantee payment; you are paid only if the guest pays.
General information, not legal advice.
Frequently asked questions
How long do I have to report?
Up to 14 days after the guest checks out. Submit the payment request in the Extranet on the reservation.
What if the damage is more than my maximum?
Through Booking.com you can request at most the per-stay amount you set when setting up the program. You claim the rest directly from the guest or through your own insurance.
Which evidence is not allowed on Booking.com?
Security camera footage of guests and chat screenshots. Use photos of the damage and a description with the amount.
Also in this topic: Burn holes and cracked ceramic hobs: what the guest paysHost liability: when a guest is injuredInventory list for a holiday flat: making it hold up
Next guest arriving soon?
Scan your place before check-in and after check-out. Then your payment request rests on a comparison of before and after.
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