How to File a Damage Claim with Airbnb AirCover – and Succeed!
Assess the Situation
The first step in filing a claim with Airbnb AirCover is to thoroughly assess the incident. Whether it’s accidental damage, theft, or injury, gather all relevant information, including photographs, videos, and any supporting documentation. Make sure to document the damages and losses as accurately as possible, as this will strengthen your claim and help Airbnb AirCover understand the scope of the incident.
2. Don’t wait too long
Time is of the essence when it comes to protecting your interests as an Airbnb host. If you’ve experienced damage caused by a guest during their stay, it’s crucial to take action promptly. Within just 14 days of the responsible guest’s checkout, you’ll need to initiate an AirCover for Hosts request through Airbnb’s Resolution Center.
3. Submit your reimbursement request
From the Resolution Center, select the booking you wish to make a claim for. Click on ‘Details’, which will open up the reservation, then scroll down to the support section of the page and select ‘Send or request money’.
Click ‘request money’, and you’ll be taken to the next page, where you can follow the simple steps, entering the details of the damages and the associated costs, as well as uploading your photographic evidence.
Your request is then sent to the guest who’ll have 72 hours to respond and make payment.
4. Involve Airbnb support
If the guest fails to respond, a new button will appear in the Resolution Center that says ‘Contact us’ followed by ‘Involve Airbnb Support’, which will bring Airbnb directly into the claims process. You will then need to complete a few additional steps before confirming your submission.
Airbnb has a dedicated claims team that will guide you through the process. They may request additional information or documentation to support your claim. It’s essential to maintain open lines of communication and promptly respond to any inquiries they may have. Remember, they are there to assist you and ensure a fair resolution.
5. Evaluating and resolving the claim
Once Airbnb’s claims team has reviewed all the information provided, they will evaluate the claim and determine whether or not you are eligible for a payout.
6. Appeals process
If you disagree with the resolution provided by Airbnb, there is an appeals process in place. You can present additional evidence or provide further information to support your case. Airbnb will review the appeal and reassess the situation.
However, it’s important to note that this should be reserved for cases where you genuinely believe the initial decision was incorrect or unfair.