Airbnb claim clock

The two deadlines

• Within 14 days of checkout: explain to the guest why they are responsible and ask them to pay or fix it, and let Airbnb know. A request in the Resolution Center does both (Host Damage Protection Terms, sections 3.1.2 and 3.1.3).
• Within 30 days of checkout: if the guest does not pay, file the Host Damage Protection Payment Request Form in the Resolution Center with your evidence (section 3.3).

Evidence checklist

• Original photos and video of the damage, straight from the phone. Do not edit, filter, or touch them up with AI. Airbnb's terms say evidence must not be doctored or falsified in any way, including by AI, and it can deny a claim it cannot verify.
• When and how it happened. Keep the original files so the date and time the photo was taken stay attached. A before photo from the last turnover helps.
• A list of each damaged item: make and model, when you bought it, its condition, and the cost to repair or replace.
• Receipts, invoices, or repair estimates for every dollar you ask for, including extra cleaning.
• Proof you own or are responsible for the item, such as a purchase receipt.
• A police report if it was theft or a crime.
• Guest messages, especially any where they admit what happened.

Airbnb also expects you to protect damaged items from more damage and may deny repeat claims for the same kind of loss at one listing.

Which reviews can be removed?

Airbnb's Reviews Policy says reviews come down only in limited cases. A review may qualify if it is:

• Retaliatory. Only if the guest broke a policy, was told about it, and then left a biased review because it was reported. A review that argues about your claim is not automatically retaliatory.
• Irrelevant. Not about a first-hand stay, for example the guest never arrived or canceled for reasons unrelated to your home.
• Pressure or extortion. The guest threatened a bad review to get a refund or other payment.
• Fake or from a competitor. Not from a real reservation, or written by someone tied to a competing listing.
• Against the Content Policy. Explicit, discriminatory, harmful, or illegal content.

Usually not removed: a low star rating you disagree with, comments about things outside your control like street noise, and personal opinions like "the kitchen was small." If a review stays up, a calm public reply is your best tool.

Timeline to keep: date of the rule break, date you told the guest, date of your claim or report, and date the review was posted. Save screenshots of each.

Sources

• Airbnb Host Damage Protection Terms (last updated Feb 5, 2026), sections 3.1 to 3.4
• Airbnb Help: Reviews Policy (article 2673)

Last checked Oct 15, 2026. Rules can differ by country and change over time. Not legal advice. Check your own terms in the Airbnb app.