Filing a Damage Claim: A Step-by-Step Guide

Something Broken After a Guest Stay? Don’t Panic—Here’s What to Do.

Hosting is great—until you walk in after checkout and find a shattered wine glass, a mystery stain on your best towels, or that your trusty recliner now has a new “squeak.” Stuff happens. But the good news? You don’t have to eat the cost—if you follow the right steps.

Step 1: Snap Photos Before You Spiral

Once your guest checks out, take a walk through the place with your camera (or phone!) in hand. If you spot damage:

Take clear, timestamped photos of the item and area
Make a quick note of what’s broken, how bad it is, and whether it’ll affect your next guests
Bonus points if you have “before” pics to compare it with

💡 Real Talk: The more proof you have, the easier it is to win your case.

Step 2: Know the Rules (and the Clock Is Ticking)

Every platform—Airbnb, VRBO, etc.—has its own policy, but most give you 24 to 72 hours after checkout to report damage.

Be sure to check their official rules
Make sure you can show that the guest caused the damage (vs. normal wear-and-tear)
Keep a copy of any repair quotes or receipts

📌 If you're a SuperHost Depot (SHD) client? We already track these timelines for you. (Yes, really!)

Step 3: Send a Friendly Nudge to the Guest

Sometimes a simple message solves the whole thing. Something like:

“Hi [Guest Name], during our walkthrough we noticed a small issue with [insert item]. Just wanted to check in with you before I file a claim—any details you’d like to share?”

Some guests will fess up or offer to pay. Others? Radio silence. Either way, you’ve checked the box.

Step 4: File the Claim Like a Pro (Not a Panic)

Jump into the platform’s Resolution Center and upload:

Your photos
Any receipts or repair estimates
A brief, calm explanation of what happened
Screenshots of your chat with the guest (if needed)

💡 Keep it factual. No rants, no guilt-trips. Just the facts, ma’am.

Step 5: Let SuperHost Depot (SHD) Take Over (If You’d Rather Not Deal)

If you’re on one of SuperHost Depot’s co-hosting plans with claims support, good news: we’ve got this.

We document everything for you
We reach out to the guest (nicely, of course)
We submit the claim, track it, and follow up if needed

💡 Bonus: We also spot patterns—if guests keep trashing your wine glasses, we’ll help you switch to stemless or flag it for future prevention.

What If They Say No? (Yep, That Happens)

Claims can be denied. It’s annoying, but not always final:

Review the reason—they might just need more proof
Revise and resubmit (yes, it’s allowed!)
If you're an SHD client, we’ll handle appeals and help you get another shot

🧠 Tip: Many denied claims win on round two—don’t give up just yet.

Keep Calm and Document Everything

Damage claims aren’t fun—but they don’t have to be a disaster. A little prep, some clear photos, and a calm mindset go a long way.

And if all else fails? SuperHost Depot is just a click away.

👉 Let SHD Handle the Dirty Work