Table Of Contents
Last Updated on July 15, 2025 by Fullhome Airbnb Manager
Charged guests for damages but got Denied by AirCover?
Learn the exact timeline, evidence, scripts, and escalation paths to overturn an Airbnb damage claim denial and get reimbursed.
Hosts lose most “Airbnb damage claim denied” cases for three fixable reasons: filing after the 14-day submission window, missing the 24-hour guest-contact rule, or sending thin evidence. To win an appeal you must
(1) confirm the clock is still running,
(2) assemble photo/video proof plus receipts,
(3) reopen the case in the Resolution Center, and
(4) escalate to Airbnb Support with a concise script that cites policy wording.
(5) Consult a professional Toronto Airbnb Management expert to file claims, meet deadlines, and chase payouts to make informed timely decision.
This guide walks you through each step so you can recover repair costs—and stress less.
Understand Why Airbnb Damage Claims Get Denied
Missed deadlines
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14-day filing limit: Hosts must open the reimbursement request within 14 days of checkout or before the next guest checks in—whichever comes first. Airbnb
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24-hour response rule: Once the request is sent, the guest gets 24 hours to act; if you wait longer to involve Airbnb, the platform may close the ticket. Airbnb
Evidence gaps
Airbnb wants timestamped photos, videos, receipts, or repair quotes that link the damage directly to the guest stay. Blurry images, no dates, or “he-said-she-said” text threads lead to fast denials.
Policy exclusions
Claims for ordinary wear, pets in “no-pet” listings, collectibles, and cash are routinely rejected under Host Damage Protection terms.
| Typical reason for denial | How to counter it |
|---|---|
| Filed after the 14-day window or escalated after 30 days | Show timestamped screenshots proving you opened the Resolution Center case within those limits. |
| “Insufficient evidence” (blurry photos, no receipts) | Provide high-resolution photos taken before and after the stay plus dated repair quotes or receipts. |
| Damage deemed “ordinary wear & tear” | Quote Airbnb’s Host Damage Protection Terms and explain why the item’s age or condition still qualifies as an “Eligible Loss.” |
| Host never tried to resolve directly with guest | Upload your chat log requesting payment—Airbnb requires proof you asked the guest first. |
Quick Checklist: Are You Ready to Appeal?
1. Timeline
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Reimbursement request: opened within 14 days of guest checkout
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Escalation to Airbnb: submitted within 30 days of when the damage occurred. Past 30 days? Prepare to cite “new evidence” or “processing delay” when you escalate.
2. Evidence Package
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Time-stamped “before & after” photos or video
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Receipts, repair quotes, or professional appraisal (showing actual-cash-value)
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Visuals: Clear, well-lit photos/videos taken before cleaning.
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Documentation: Receipts, quotes, or invoices on company letterhead.
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Timeline: A short log noting discovery date, guest contact time, and file submission date.
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Evidence template
Subject: Additional Evidence – Case #123456 – Airbnb damage claim denied
Body (paste in chat & email)
Hi [name],
Pursuant to Host Damage Protection Terms (updated 6 Feb 2025) I’m submitting new evidence:
HD photos before & after guest’s stay (files 1–3)
Repair quote dated [DD Mon YYYY] (file 4)
Guest chat requesting reimbursement (file 5)
Kindly confirm receipt and escalate to the specialist team for reconsideration.
Thank you,
[Your Name] | Listing ID xxxx
Copy-and-paste this into chat and email for a paper trail.
3. Paper Trail
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Guest chat logs where you politely requested payment
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Airbnb’s denial email + case ID for quick reference
4. Claim Amount
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Market-realistic value: purchase price minus depreciation—no padding
Tick every box above and you’ll have a solid foundation for overturning an Airbnb damage claim denial.
Quick Pro Tip
- Name each file with the stay date and listing ID (e.g., 2025-07-12-Loft-A-broken-lamp.jpg) to speed Airbnb’s review.
Step-by-Step Airbnb Damage Claim Denied Appeal Guide for Hosts
Goal: turn a “Airbnb damage claim denied” verdict into a payout by following a tight, policy-driven workflow.
| Step | What to Do | Why It Works | |
|---|---|---|---|
| 1 · Reopen the case | In the Resolution Center, click “View Closed” → “Reopen request.” | Airbnb lets you involve Support within 30 days of the damage or loss if fresh evidence appears. | |
| 2 · Add “new” evidence | Upload clear, timestamped photos/videos + repair quotes (PDF). Rename files: 2025-07-12-Loft-lamp.jpg for instant context. | Support agents must see a direct timeline from checkout to discovery. Weak or duplicate files stall the review. | (Airbnb) |
| 3 · Send a concise appeal note | Paste the 3-line script below, swap brackets for facts, then hit Submit to Airbnb. | A short, policy-anchored note surfaces the issue fast in the queue. | (Airbnb) |
| 4 · Escalate if no reply in 48 h | Call Support, quote the ticket number, and request transfer to a “Senior Claims Specialist.” | Community threads show second-level review often reverses first denials. | (Airbnb Community, Airbnb Community) |