Floor damage from guests: what the guest pays
What the guest is liable for with scratches, stains and burn marks in the floor, and what you need to show.
The guest pays for new scratches, stains and burn marks, but only for repairing the affected spot. Get a quote from a flooring firm and deduct the floor's age.
What counts with floor damage?
What decides it is whether you can show the spot was intact before the stay.
- 1
New marks only
The guest is only liable for marks that appeared during their stay.
- 2
Just the spot
What is reimbursed is the affected spot, not the whole surface.
- 3
Ask a firm
Get a quote from a flooring firm for the repair.
- 4
More needs reasons
If a spot cannot be repaired on its own, a flooring firm has to explain why, not you.
- 5
Deduct the age
Deduct the floor's age from the amount.
- 6
Photo from before
Without a photo of the same spot from before, a scratch does not show which stay it came from.
Already have damage?
Guest damaged something?
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Which rules apply
Under § 249 BGB the necessary expenditure must be compensated, which for localised damage is normally the repair of the spot. On Airbnb, the Host Damage Protection Terms require you to ask the guest to pay within 14 days of checkout.
General information, not legal advice.
Frequently asked questions
Can I have the whole room relaid?
Only if a flooring firm explains that the spot cannot be repaired on its own. Otherwise the guest only pays for the repair.
How do I prove the scratch is new?
With a photo of the same patch of floor from before the stay. Without that comparison, there is no saying which stay a mark came from.
Does Airbnb cover wear on the floor?
No. Normal wear and tear and deterioration from use or age are not covered under Airbnb's Host Damage Protection Terms. For new damage, ask the guest to pay within 14 days of checkout.
Also in this topic: Water damage caused by a guest: who is liable?Airbnb claim rejected: how to build the appealPhotos as Airbnb Damage Proof: Why They Often FailAirbnb evidence rules 2026: what now counts as proof
Next guest arriving soon?
Scan the flat before check-in and after check-out, floors included. That way a claim rests on a comparison of the same spot.
See BildProof for hosts