Filing a Damage Claim with SHD

Accidents happen, but SuperHost Depot (SHD) makes it easy for hosts to file damage claims and recover costs. Whether a guest damages furniture, breaks an appliance, or causes excessive cleaning needs, SHD ensures a smooth and efficient claims process.

SHD handles all claim documentation and processing, with different coverage levels depending on your Co-Host Plan:

Co-Host Pro Plan – SHD assists with documentation, ensuring hosts have the evidence needed to file claims with Airbnb, VRBO, or insurance providers.
Co-Host Premium Plan – SHD handles full claims management, from submission to resolution, including guest negotiations and platform disputes.

If you need to file a claim manually, you can do so through SHD HostDesk™.

What Qualifies as a Damage Claim?

SHD assists with filing claims for damages that exceed normal wear and tear. Some examples include:

✔ Broken items (e.g., shattered glass, damaged furniture, broken appliances).

✔ Excessive cleaning (e.g., smoking indoors, unauthorized pet mess, biohazard cleanup).

✔ Property damage (e.g., stained carpets, holes in walls, water damage).

✔ Missing items (e.g., stolen or removed furniture, linens, electronics).

💡 Tip: Minor wear and tear (e.g., slight scuffs on walls, normal use of appliances) does not qualify for a damage claim.

SHD’s Claim Handling by Plan

SHD manages the entire claim process differently based on your plan:

Co-Host Pro Plan

✔ Documentation Assistance – SHD helps gather photos, receipts, and reports.

✔ Claim Preparation Support – Hosts file the claim with Airbnb, VRBO, or Safely, using SHD-provided documentation.

✔ Limited SHD Involvement – Hosts handle follow-ups and resolutions directly with the platform.

Co-Host Premium Plan

✔ Full Claims Management – SHD handles the claim submission, tracking, and resolution.

✔ Guest Negotiations & Platform Disputes – SHD communicates with guests and disputes platform decisions if needed.

✔ Higher Success Rate – SHD follows up to maximize claim approval and payout.

✔ Additional Security Measures – SHD manages security deposits and damage protection.

💡 Tip: If you’re on the Pro Plan and want SHD to handle full claims processing, consider upgrading to the Premium Plan!

How to File a Damage Claim with SHD

If you discover damages after a guest’s stay and need to file a claim manually, follow these steps:

Steps to File a Damage Claim:

Log into SHD HostDesk™.
Go to the “Claims & Resolutions” section.
Click “File a New Claim.”
Provide details about the damage:

Description of the issue.
Estimated repair/replacement cost.
Date and time of discovery.

Upload supporting photos/videos of the damage.
Attach receipts or invoices (if repairs/replacements have already been made).
Submit your claim.

💡 Tip: Claims must be filed within 24-48 hours after guest checkout for the best chance of approval!

What Happens After You File a Claim?

Once your claim is submitted, SHD follows a structured review process:

Step 1: Claim Review

✔ SHD verifies that the damage qualifies for a claim.

✔ A claim manager reviews supporting evidence (photos, receipts, guest communication).

✔ If needed, SHD may request additional information.

Step 2: Guest Communication & Resolution

✔ If applicable, SHD contacts the guest to discuss the damage.

✔ If the guest agrees to pay, the cost is deducted from their deposit or charged through the booking platform.

✔ If the guest disputes the claim, SHD escalates the case with Airbnb/VRBO/Safely.

Step 3: Claim Processing & Payout

✔ Claims typically take 30-90 days to process, depending on platform policies【156†source】.

✔ If approved, the payout is deposited into your account via SHD HostDesk™.

✔ If denied, SHD provides guidance on next steps or alternative resolutions.

💡 Tip: Most damage claims related to broken furniture, major cleaning issues, or unauthorized guests are approved, while minor claims may be harder to recover!

Best Practices for Successful Claims

To increase the chances of your claim being approved, follow these tips:

✔ Take detailed photos/videos before and after each guest’s stay.

✔ Report damages immediately after check-out.

✔ Save all receipts for repairs or replacements.

✔ Document guest communications (if they admitted to causing damage).

✔ Ensure house rules clearly state penalties for damage or extra cleaning fees.

💡 Tip: SHD offers security deposit management to protect hosts from unexpected costs!

Frequently Asked Questions (FAQs)

Q: How long do I have to file a claim?

✔ Claims must be submitted within 24-48 hours of guest checkout for the best chance of approval.

Q: Who decides if my claim gets approved?

✔ SHD reviews and submits claims to Airbnb based on eligibility. Final approval depends on platform policies.

Q: What if the guest refuses to pay for the damage?

✔ SHD escalates the case to the booking platform. If denied, we may assist with an alternative resolution.

Q: How do I receive the payout?

✔ If your claim is approved, the funds will be deposited into your selected payout method in SHD HostDesk™.

Q: Does SHD charge a fee for filing claims?

✔ No, but certain protection plans (e.g., Safely Insurance) may have associated costs.

Next Steps

🔘 Want SHD to handle all claims for you? Upgrade to the Premium Plan for full claims management.

🔘 Need to file a claim? Log into SHD HostDesk™ and start the process now.

🔘 Have questions? Contact SHD Support for assistance.

Conclusion

Filing a damage claim with SHD is simple and efficient, helping you recover costs and protect your rental property. SHD handles all documentation and processing, but the level of involvement depends on your plan.

For full claims management, upgrade to Premium. If you're on the Pro Plan, SHD provides documentation support so you can file claims independently. If needed, you can always submit a claim manually through SHD HostDesk™.

Let SHD handle the claims process while you focus on providing great guest experiences!