Airbnb denied my damage claim — what can I do?
First, check your deadlines: Airbnb's Host Damage Protection Terms require you to pursue the guest within 14 days of checkout and file the Payment Request Form within 30. If your claim was denied, the terms themselves — not the marketing — decide what is appealable, and they exclude more than most hosts expect.
This page quotes Airbnb's own published terms, with access dates and links, so you can check every line yourself.
Last reviewed 11 July 2026 · every quote links to the live source
“Host damage protection isn't an insurance policy.”
“…is not insurance or an offer to insure and does not take the place of insurance.”
The clocks that apply
| Clock | Time limit |
|---|---|
| Pursue payment from the guest (best efforts) | within 14 days of checkout |
| File the Payment Request Form | within 30 days of checkout |
| Excluded regardless of deadline | normal wear and tear; currency; precious metals; securities; pets; ordinary checkout cleaning |
What you can do this week
Re-read the denial against the actual exclusion list
Airbnb's own page (article 279) excludes normal wear and tear, loss of currency, acts of nature and normal checkout cleaning. If your denial cites an exclusion that does not match your facts, say so specifically — 'this was not wear and tear, it was X on date Y' — rather than arguing the outcome.
Rebuild the evidence file the terms actually ask for
Dated photos from before and after the stay, the on-platform message thread, and the booking record. If you still have time inside the 30-day window, refile with the gaps closed rather than appealing an under-evidenced claim.
Escalate in writing, citing the terms
Reply inside the claim thread, quote the specific clause of the Host Damage Protection Terms you believe was misapplied, and ask which evidence the decision relied on. Keep everything on-platform so there is one citable trail.
Price separate host insurance before the next booking
Airbnb's terms say in plain words the programme does not take the place of insurance. Whatever happens with this claim, the durable fix is cover that does not depend on a platform's discretion — this is general information, not financial advice.
In our view, most denied damage claims trace back to one of two things: evidence assembled after the fact, or a loss that was excluded from day one. The terms are linked above — read them before your next booking, not after the next incident.
Airbnb Help — Host damage protection (art. 279) Airbnb — Host Damage Protection Terms (art. 2869) Airhosts Forum thread (host-reported, 2023)
Two ways we can help — both free
Tell the story desk what happened — founder Guray Uzun reads every submission personally and replies within one business day. Or send your listing link for a free written read of your exposure on the platforms you use. No setup fee, no obligation; this page is published openly by Big Ben Suite, a London short-let management company.
Quick answers
- Is AirCover's Host Damage Protection an insurance policy?
- No — Airbnb's own Help Centre says it "isn't an insurance policy", and the full terms state it does not take the place of insurance obtained or obtainable by the host.
- How long do I have to file an Airbnb damage claim?
- Under the Host Damage Protection Terms you must use best efforts to recover payment from the guest within 14 days of checkout and file the Payment Request Form within 30 days of checkout.
- What does Host Damage Protection exclude?
- Airbnb's published exclusions include damage from normal wear and tear, loss of currency, acts of nature such as earthquakes and hurricanes, cleaning associated with normal checkout tasks, and property such as currency, precious metals, securities and pets.
This page is general information, not legal advice — individual situations are fact-specific. Every claim above links to its live source; policies change, so check the linked page before relying on a figure. Corrections: contact us.