A guest broke an item on Airbnb: what to do?
Found a broken TV, damaged furniture, a faulty appliance or another problem after checkout? See what to record, how to organize the evidence, and what the next steps can be for requesting reimbursement through Airbnb.
2. Identify the item: Log the item, its specifications and its location.
3. Check earlier records: Look at inspections from before the stay.
4. Document the loss: Gather a repair quote or replacement pricing.
5. Request reimbursement: Start the process in the Resolution Center within 14 days of checkout.
1. Photograph the damaged item
Before repairing, replacing or discarding the item, document the condition you found it in.
Take records that make it possible to see:
Depending on the type of damage, videos can round out the documentation. Keep the original files and do not edit the images to emphasize the problem.
2. Log which item was affected
Do not document only: "The guest broke the TV."
Where available, organize details such as:
That detail makes clear exactly which item was affected.
3. Look for records from before check-in
Once you have documented the current damage, find out what records exist from before the stay.
There may be earlier photos, videos, the property inventory, an earlier inspection, or records from preparing for check-in.
This matters especially if the question comes up: "Was that damage already there?"
A later photo documents the problem you found. An earlier record can provide context about how the same item looked at another point in time.
What if the guest says the item was already broken?
This is one of the hardest situations when there is no history of the property.
Picture it:
If you ran an earlier inspection, you can look up the records available for that item or room: BEFORE (Item verified) → STAY (Guest) → AFTER (Change identified).
Do not settle for a photo of the damage alone. Have the history from before.
Run inspections between guests and keep records of your property with Listio.
Start for free →4. Check whether the item can be repaired
Once the damage is documented, work out the size of the loss.
If the item can be fixed, get a repair quote.
The document can help show which item needs repair, what the problem is, what work will be done and what it will cost.
5. If it needs replacing, gather your information
If repair is not possible, organize everything you have about the item: brand, model, approximate age, prior condition, proof of purchase and replacement pricing.
Do not assume the reimbursement will automatically match the price of a new product. The review follows the applicable Host Damage Protection rules.
6. Request reimbursement through Airbnb
Once you have documented what happened and worked out the amount, the next step can be opening a reimbursement request to the guest through the Resolution Center.
Explain it plainly: what was damaged, when the problem was found, how much is being requested, and what records exist.
7. Do not miss the deadlines
The current Host Damage Protection rules set specific deadlines after the responsible guest checks out.
So do not sit on the decision. Run the inspection as soon as you can, document the problem, and check Airbnb's current deadlines right away.
Common questions when a guest breaks something
The cleaning team is usually the first to notice. Have your team photograph the damage at checkout and notify you right away.
Avoid discarding the damaged item before you have properly recorded the problem and checked what additional information Airbnb may ask for.
Checklist: a guest broke an item
- ☐ Photograph the item
- ☐ Take video where useful
- ☐ Identify the item (brand/model)
- ☐ Note when the problem was noticed
- ☐ Find the earlier inspection
- ☐ Look for earlier photos
- ☐ Check the inventory
- ☐ Keep the chat conversations
- ☐ Get a repair quote
- ☐ Find any available proof of purchase
- ☐ Justify the amount requested
- ☐ Check the current deadlines
- ☐ File the request in the Resolution Center
- ☐ Follow the response (24h)
- ☐ Keep all the documentation
The real problem is finding the damage too late
Picture two back-to-back bookings with no check in between. When the damage turns up, the question follows: which guest broke it?
That is why inspecting between stays matters as much as documenting the damage after it happens.
How does Listio help when an item is damaged?
Listio helps hosts and property managers build the property's history before they need it: an inventory of belongings by room, inspections between stays, photos, and an issue report with the changes identified.
Listio does not decide reimbursement requests and does not guarantee AirCover payouts. It helps you keep your own records organized between stays.
Keep learning about AirCover
Common questions about breakages on Airbnb
How to act when a guest damages something.
What do you do when a guest breaks something on Airbnb?
Photograph and film the damage right away, identify the item with brand and model, check records from earlier inspections, get a repair quote, and file the reimbursement request in the Resolution Center within 14 days of checkout.
What if the guest says the item was already broken?
The strongest response is the report and photos from the move-in inspection run right before that guest checked in, showing the item's condition at the time.
What if the cleaning team finds the damage at checkout?
Have your team photograph the item during the clean and log an issue in the app so you can contact the guest without delay.
Can I throw the broken item out immediately?
It is better to keep the damaged item somewhere safe until the reimbursement process is finished, in case Airbnb asks for additional photos or inspection.
Organize your property's history at every stay
Build your inventory, run check-in and checkout inspections, and keep your evidence organized with Listio.