IMMEDIATE ACTION GUIDE

A guest took an item from your Airbnb? Here is what to do

Noticed an object is no longer at the property after checkout? See how to check the inventory, document the missing item, organize earlier records, and what the next steps can be for an Airbnb reimbursement request.

See what to do now ↓ See Listio's inventory →
Listio is independent and has no affiliation with Airbnb

This page is informational content produced by Listio. We are not an official Airbnb channel and we have no relationship with AirCover. Eligibility, requirements, deadlines and the decision on any reimbursement request are determined by Airbnb and should be checked on the platform's official channels. No record, photo or inventory guarantees that a request will be approved, and none of them determines, on its own, who is responsible for an item going missing.

On this page
What to do now Step by step If the guest disputes it Inventory + inspection Avoid charging the wrong guest Checklist Frequently asked questions
WHERE TO START

An item went missing after checkout. What do you do?

You have finished a stay and noticed something is no longer at the property. It could be a remote control, a hair dryer, a coffee maker, kitchenware, a decorative object, an electronic device or another item.

Before concluding that the guest took it, run a full check.

1
Look for the item at the property
2
Confirm it was part of the inventory
3
Check the last inspection
4
Log that the item was not found
5
Organize photos and earlier records
6
Reach out through the right channel
7
If needed, consider a reimbursement request

The closer to checkout this check happens, the easier it is to work out which stay the item stopped being found in.

STEP BY STEP

How to check and document an item that was not found

1. First, confirm the item is really gone

Not every object out of its usual place was necessarily taken by the guest. Before starting a charge, check:

  • other rooms;
  • closets;
  • drawers;
  • storage areas;
  • items set aside by the cleaning team;
  • objects sent out for maintenance;
  • changes made by co-hosts or your team.

If other people work at the property, confirm whether anyone moved the item. That helps avoid charging the wrong person.

2. Check your inventory

Once you have looked for the object, confirm what records you have of it. An inventory can answer:

Was the item part of the property?
An earlier record answers that without relying on memory.
Which room was it in?
Organizing by room makes the check easier for your team.
What brand or model was it?
Specifications help describe the item precisely.
Are there photos of it?
Earlier images document that the object existed and what condition it was in.
Was it found at the last check?
That is the data point that narrows the window to investigate.
See the property inventory →

There is an important difference between remembering that an object "was there" and having an earlier record of that item.

3. Check the last inspection before the stay

Now try to establish the last moment the object was found.

Earlier inspection
Coffee maker found ✓
Check-in
Guest arrives
Checkout
Guest leaves
New inspection
Coffee maker not found ⚠

That history helps identify the window in which the item stopped being found.

4. Log that the item was not found

Once you have run the check, document the situation. Record details such as:

Item
Which object was not found?
Room
Where did it normally sit?
Last check
When was it last recorded?
Stay
Which booking happened between the two checks?
Date identified
When was the absence noticed?
Earlier photos
Are there visual records of the object?
Avoid recording as fact something you cannot yet support

Instead of: "The guest stole the coffee maker."

The operational record can be: "Coffee maker not found during the inspection run after checkout."

5. Look for earlier photos of the item

Photos can help document that an object was part of the property. Look for records such as:

  • a photo inventory;
  • earlier inspections;
  • photos of the room;
  • videos;
  • records from earlier stays;
  • other legitimate images of the property.

A photograph can provide context about the item's existence and its specifications. Depending on the case, other information may also be needed to document its value and the incident.

See the photo inventory →

6. Check when the item was last seen

This point matters especially. Picture this history:

Booking 01
Item found ✓
Booking 02
No check run
Booking 03
No check run
Booking 04
Item not found ⚠

Now there are three stays between the last confirmation and identifying the problem. Compare with:

Booking 01
Item found ✓
Booking 02
Item found ✓
Booking 03
Item found ✓
Booking 04
Item not found ⚠

The more frequent the checks, the smaller the window you have to investigate.

7. Contact the guest without jumping to an accusation

If you have confirmed the item is not at the property, you may need to contact the guest. Keep the communication factual.

Rather than opening by accusing them of taking the object, tell them the item was not found during the check after checkout and ask what they can tell you.

That also surfaces simple explanations: the object may have been stored somewhere else or packed by mistake with the guest's belongings. Keep the messages related to the case.

8. Document the item's value

If the object stays missing and you need to request reimbursement, organize the information about it too. Depending on the case, these can matter:

  • description;
  • brand;
  • model;
  • approximate age;
  • any proof of purchase available;
  • photos;
  • earlier records;
  • information related to its value.

Use only truthful, verifiable information. Do not create receipts or proof to stand in for documents that do not exist.

AirCover without a receipt: see what to do →

9. Request reimbursement when it applies

If, after the check and the conversation, the situation is not resolved, you may need to consider an Airbnb reimbursement request. Organize in advance:

The item
What stopped being found.
The earlier records
When and how it appears at the property.
The timeline
When it was last found and when its absence was identified.
The value
The documentation available about the item.
The communication
Relevant messages exchanged about what happened.

Then follow the process and the deadlines Airbnb currently sets.

How to request reimbursement through AirCover →
WHEN ACCOUNTS DIFFER

What if the guest says they did not take it?

Go back to the records. Ask:

  • When was the object last found?
  • Is there an earlier inspection?
  • Did anyone else enter the property?
  • Did the team move the item?
  • Was there another stay before we noticed it was gone?
  • Are there earlier photos?

The goal is reconstructing the timeline with the information that genuinely exists. Do not fill the gaps with assumptions.

THE REAL COST

The bigger problem is noticing too late

For a host, the problem may not be losing a $60 item. It is discovering it is gone after three different guests have already been through the property.

Without a check
Booking A → Booking B → Booking C → item missing? There is no way to know which stay it stopped being found in.
With a check
Booking A ✓ → Booking B ✓ → Booking C ⚠ The window to investigate is one stay, not three.
INVENTORY + INSPECTION

Know when an item stopped being found

The inventory shows what should be at the property.
The inspection shows whether it is still there.
The history shows when it stopped being found.

The inventory answers
"What should be at this property?"
The inspection answers
"Was the item found at this check?"
The history answers
"When did it stop being found?"

That combination builds a far more reliable process than relying on the host's or the team's memory.

GOOD PRACTICE

How to avoid charging the wrong guest

A mistaken accusation can create a bigger problem than the loss. If an item is not checked between stays, you may only discover it is gone after another guest has left. So:

Check after every checkout
Do not wait several bookings.
Keep an inventory
Know exactly what should be at the property.
Log it by room
Make the check easier for your team.
Keep a history
Know when each item was last found.
Log issues
Record it when something stops being found.
See issues and evidence →
CHECKLIST

An item went missing after checkout

First
□ Search the whole property
□ Ask your team
□ Check whether the item was moved
□ Check the inventory
Then
□ Check the last inspection
□ Find earlier photos
□ Identify when it was last seen
□ Log that the item was not found
If it stays missing
□ Keep the records
□ Contact the guest factually
□ Organize the item's details
□ Document its value
□ Check the applicable deadlines
□ Consider a reimbursement request
FOR THE STAYS AHEAD

Know what was at the property before each guest

You cannot go back in time to check an item that has already gone missing. But you can build a process for the stays ahead.

Before
Inventory + check
Guest
Stay
Then
Another check
Item not found
Issue
History
Last check available
ABOUT LISTIO

Keep track of your items with Listio

Listio helps hosts and property managers organize each property's items and check them between stays. Log furniture, appliances and other objects by room, run move-in and move-out inspections, and keep a history of the checks.

So when an item stops being found, you can look up when it appeared in earlier records and which inspection its absence was identified in.

Listio does not determine who is responsible for an item going missing and does not guarantee that AirCover will approve a request.

Build my inventory → Start for free →
KEEP LEARNING

More on AirCover, damage and evidence

A guest broke an item: what to do
Read article →
How to request reimbursement for damage on Airbnb
Read article →
What evidence to submit to AirCover
Read article →
AirCover without a receipt: what to do
Read article →
Deadline to report damage on Airbnb
Read article →
AirCover denied my reimbursement
Read article →
How AirCover for Hosts works
Read article →
Back to AirCover for Hosts
Read article →
COMMON QUESTIONS

Frequently asked questions about a missing item

Reimbursement, documentation and what Airbnb may request.

Does AirCover cover items taken by a guest?
Host Damage Protection has its own rules for eligible losses and damage related to stays. An item being missing does not mean reimbursement will be approved automatically: Airbnb may review the circumstances and request documentation about the item's existence, ownership, value and loss. Always check the current terms that apply to your case.
Do I need to file a police report?
That depends on the circumstances. An item simply not being found after checkout does not automatically mean you have grounds to state that theft occurred. In certain situations, Airbnb may request additional documentation about what happened. Follow the guidance given for your case, and if you suspect a crime, consider seeking guidance from the appropriate authorities.
What if I do not have the receipt for the item?
It is common not to have the original proof of purchase for objects that have been at the property for a long time. In that case, gather the legitimate records available and check which documents are requested for your situation. Photos, videos, item details and other documents can each serve a different purpose in the documentation. Do not create receipts or proof to stand in for documents that do not exist.

Know what was at the property before each guest

Build your inventory by room, run move-in and move-out inspections, and keep a history of every check with Listio.

Start for free → See pricing →