Overview
If there’s one undeniable truth about short-term hosting, it’s that something will eventually go wrong. The issues are often minor, but scuffed walls, spilled drinks, and dirty carpets happen occasionally. If the problems are more than normal wear and tear, Airbnb allows you to charge the guest a reasonable amount for damages. So what’s reasonable, and how much can you actually charge for damage and policy violations? Every situation is different, so I’ve broken down the damages into three categories that help me decide how to handle the situation: low, medium, and high-impact damages.
LOW-IMPACT DAMAGES
This is the average wear and tear of short-term renting, and I never charge for these damages.
- Broken basic dishwear – we love these shatterproof dishwear sets
- Lightly stained towels and linens – use these makeup towels instead
MID-IMPACT DAMAGES
Depending on the severity, I occasionally charge for these damages.
- Dirty carpet – this machine is easy to use if you don’t want to waste money on professional cleaners
- Broken specialty dishware
- Badly stained towels and linens
- Excessive cleaning needed
- Missing items (very hard to prove)
HIGH IMPACT DAMAGES
These damages are severe and significantly impact your ability to accept new renters. I always charge for these.
- Physical building damage (holes in walls, water damage)
- Party cleanup
- Badly stained carpet
- Smoke damage
- Lost keys – use this digital lock or key box
After hosting 1500+ groups on Airbnb, I’ve only had to charge for damages two times. Both were for moderate stains on the carpets and required a professional cleaner to come out before the next guest arrived. After I submitted a claim with photos of the damages, Airbnb charged the guests and reimbursed me for the cleaning costs. The process was painless.
Now, this isn’t the case with other booking sites. Our beach studios in Santa Barbara are listed on Expedia, Booking.com, and their affiliate sites. Guests from those platforms damage our rooms 10x more frequently than guests from Airbnb, and collecting damages fees is nearly impossible. Airbnb has your back with AirCover, their host protection insurance for major issues.
Recently, Airbnb announced the ability for hosts to dispute negative reviews related to damages charges. It’s now easier to claim damages with our worrying about retaliatory negative reviews from those guests. I also use instant book filters to prevent any guests with negative feedback from booking, which further reduces the likelihood of a trouble guest. Read more about the instant book settings here.
Recap
Be fair with your guests, and they’ll appreciate your understanding of minor issues. Don’t charge for small items like a broken wine glass. That’s wear and tear of short-term renting, and you can easily replace them for a few dollars. The review process is where you should highlight any issues that other hosts may want to know about. Don’t forget to ask your guest for a review! Check out my review request template here.
