Guest damaged furniture but didn't report it — now what?

Category: Operations & Cleaning

By: Grace Kim

Posted: 2026-01-19T01:39:33.588Z

My cleaner just found a large burn mark on the dining table after a guest checked out. Guest said nothing about it. Photos from the previous turnover show the table was fine before this guest. This is a solid wood table that cost $800. What's the process for filing a damage claim? Airbnb, VRBO, or insurance?

Reply by Chris Nakamura:

Here's the step-by-step damage claim process: **Airbnb AirCover claim:** 1. **Document immediately:** Have your cleaner photograph the damage from multiple angles, with a timestamp. Get your "before" photos from the previous turnover (this is why turnover photos are essential!). 2. **Open a Resolution Center case** within 14 days of checkout (but ideally within 24 hours). Go to Resolution Center → Request Money → select the reservation → describe the damage. 3. **Upload evidence:** Before photos, after photos, receipt for the original purchase, and a repair/replacement quote. 4. **Request a specific amount.** For an $800 table with a burn mark, request the replacement cost. AirCover covers up to $3M per incident. 5. **Guest has 72 hours to respond.** They can accept, decline, or negotiate. Most guests deny responsibility. 6. **If denied, escalate to Airbnb.** Click "Involve Airbnb" and a case manager reviews the evidence. In my experience, clear before/after photos result in a favorable outcome about 70% of the time. **If AirCover denies the claim or you're on VRBO:** File through your STR insurance (Safely at https://safely.com or Steadily at https://steadily.com). This is why having dedicated STR insurance beyond the platform's coverage is critical. **Prevention:** I photograph every room after every turnover and store photos for 30 days. 5 minutes of documentation can save you thousands in claims.

Reply by Ingrid Svensson:

A few things I've learned from filing damage claims: 1. Don't message the guest about the damage conversationally first. Go straight to the Resolution Center. Messaging them first gives them time to prepare a denial or get Airbnb to side with them. 2. Get a repair quote even if you plan to replace. A furniture repair specialist might fix the burn mark for $100-150, which Airbnb is more likely to approve than an $800 replacement. 3. VRBO's damage process is slightly different — they have damage protection built into most bookings. Check if the guest's booking included it.