Guest damaged my property — AirCover, security deposit, or insurance?

Category: Operations & Cleaning

By: Camille Dubois

Posted: 2026-02-18T08:56:09.874Z

Guest checked out yesterday and my cleaner found: a large burn mark on the kitchen counter (looks like they put a hot pan directly on the quartz), a broken towel rack in the bathroom, and a red wine stain on the bedroom carpet. I estimate $800-1200 in repairs/replacement. What's my best recourse? Options: 1. AirCover claim through Airbnb 2. Charge the security deposit 3. Claim through my STR insurance 4. Eat the cost and move on What do you recommend and what's your experience with each?

Reply by Tasha Williams:

Go through AirCover FIRST before touching your insurance. Here's the step-by-step: **Timeline is critical:** You have 14 days from checkout OR before the next guest checks in (whichever is FIRST) to submit a claim. Don't wait. **Step 1: Document everything** - Photos of ALL damage with timestamps - Photos of the same areas BEFORE damage (from your listing photos or cleaning verification photos) - Receipts or estimates for repair costs - Your cleaner as a witness (ask them to write a brief statement) **Step 2: File through AirCover** - Go to the Resolution Center on Airbnb - Select "Request money" from the guest first - Be specific: "Burn mark repair: $400, Towel rack replacement: $80, Carpet cleaning/replacement: $500" - Attach all evidence **Step 3: If the guest declines or doesn't respond in 72 hours** - Airbnb reviews and may pay from AirCover (Host Damage Protection up to $3M) - They'll want professional estimates/receipts **My experience:** I've filed 4 AirCover claims. Won 3 fully, partial on 1. The key is DOCUMENTATION. Before/after photos are what wins claims.

Reply by Heather Barnes:

Regarding insurance: save your STR insurance for catastrophic events (fire, flood, major liability). A $1,000 damage claim isn't worth filing because: - Your deductible might be $500-1000 anyway - It goes on your claims history (affects future premiums) - The claims process takes weeks For sub-$2,000 damages, AirCover should be your first and usually last stop. For insurance specifically, I use Safely (https://safely.com) which has a $0 deductible for guest damage. That changes the math — even small claims are worth filing. Steadily (https://steadily.com) is another good option for STR-specific coverage.

Reply by Ingrid Svensson:

Pro tip for future prevention: 1. **Charge a security deposit on VRBO** (Airbnb doesn't allow real security deposits anymore — it's all AirCover) 2. **Add quartz/countertop protectors** ($20 silicone trivets — leave 3 near the stove) 3. **Use wine-resistant carpets or rugs** (indoor-outdoor rugs in high-risk areas) 4. **Install wall-mounted towel racks rated for 50+ lbs** (guests hang on them and pull them off the wall) The $100 you spend on prevention saves $1,000+ in claims headaches. Also make sure you're taking photos before every guest check-in — Turno (https://turno.com) lets your cleaners upload verification photos at each turnover. That's your evidence library.