A Guest Broke Something: How to Ask for Payment on Airbnb
When a guest breaks something in your Airbnb, send a reimbursement request through the Resolution Center within 14 days of their checkout, with photos, a receipt or quote and a short explanation. The guest has 24 hours to respond, and if they decline, pay only part or do not reply, you can submit the request under Host damage protection for Airbnb to review.
Most breakages are small: a wine glass, a lamp, a towel bar pulled out of the wall. Many guests are happy to pay when asked clearly and fairly. The goal is to make the request easy to say yes to, and easy for Airbnb to approve if the guest says no.
Step by step: asking for payment
1. Document it before anything is fixed
- Photograph and video the broken item where it was found
- Include a wide shot of the room and a close up
- Note the date, time and which reservation just ended
- Keep the broken item or its pieces until the request is settled
Airbnb's Host damage protection article lists photos or videos, repair or cleaning estimates and receipts as the evidence to gather.
2. Work out a fair amount
Ask for what it actually costs to repair or replace, and be ready to show it.
- Repair: get a written quote or invoice
- Replacement: link or receipt for a comparable item
- Labor: if a handyperson installs it, include their invoice
Be reasonable about age. For older items, a like for like replacement is fairer than an upgrade. If the request goes to Airbnb, the Host Damage Protection Terms value damaged property at actual cash value, which deducts depreciation.
3. Message the guest first (optional but helpful)
A short, friendly note before the formal request often gets a faster yes. Keep it inside Airbnb messaging.
Hi Sam, thanks for staying with us. During the turnover, our cleaner found the glass lamp in the living room broken (photos attached). Accidents happen, and I would like to sort it out simply. A replacement costs the amount on the attached receipt. I will send a request through the Resolution Center so it is easy to handle. Please let me know if you have any questions.
Airbnb's ground rules for guests say guests are expected to inform hosts of damage as soon as possible and to pay reasonable requests for reimbursement if they are responsible.
4. Send the request in the Resolution Center
Airbnb's money request steps on desktop are:
- Click Resolution Center, then Request money
- Select the reservation
- Choose the reason that best describes the request
- Enter the amount
- Upload attachments and add a note
- Click Next, then Request
The same article sets a 14 day limit for damage related requests.
5. Wait 24 hours
The guest has 24 hours to respond, according to the Host damage protection page. They can pay, offer a different amount or decline.
6. Escalate if the guest refuses or ignores it
If the guest declines, pays part or does not respond, you can submit the request under Host damage protection, and Airbnb Support reviews it. On the guest side, Airbnb's article on getting charged for damage explains that a Community Support team member decides whether the guest is responsible and whether the amount requested is reasonable, and that the guest's payment method may be charged, with a chance to appeal.
If you disagree with the outcome, Airbnb says you can request human review and add more evidence. See Airbnb damage claim denied? What to do next.
What not to do
- Do not ask for payment outside Airbnb. Airbnb does not permit hosts to collect fees related to reservations off platform unless expressly authorized (collecting fees outside Airbnb). A payment app transfer also leaves you without Airbnb's review process if the guest changes their mind.
- Do not threaten a bad review. Keep the review and the reimbursement separate. Airbnb's review policy says hosts and guests may not threaten a negative review to obtain unwarranted compensation.
- Do not pad the amount. An inflated request makes the whole claim look less credible.
- Do not wait. Fourteen days goes quickly if you need a repair quote.
Is it worth asking for small items?
That is your call. Some hosts treat a broken glass as a cost of hosting and keep a few spares. For anything more expensive, or for repeated damage, a request is reasonable, and a clear one rarely causes friction.
A simple way to decide: if you would need a receipt to replace it, send a request. If it lives in a pack of six in your owner's closet, let it go.
The evidence that makes requests easy
The strongest request shows three things:
| Evidence | Why it matters |
|---|---|
| Photo of the item intact before the guest arrived | Shows the damage is new |
| Photo of the item broken after checkout | Shows what happened |
| Receipt, quote or invoice | Shows the cost |
The first one is the one hosts usually lack. Listing photos are too old, and most cleaners do not photograph every lamp and towel bar unless it is part of the routine.
Clyn makes it routine. Your cleaner photographs each room in the Clyn app at every turnover, the AI checks the photos against your standard and sends blurry or dark shots back for a retake, and each set is stored as a dated record. When a guest breaks something, you can attach a clear photo from just before their check in. For more, read how to prove guest damage on Airbnb and AirCover for Hosts explained.
FAQ
How long do I have to ask a guest to pay for damage on Airbnb?
Damage related requests must be sent through the Resolution Center within 14 days of checkout, according to Airbnb's money request article.
What if the guest will not pay for what they broke?
After 24 hours, or if they decline or pay only part, you can submit the request under Host damage protection. Airbnb Support then reviews it.
Can I keep a guest's payment if they send it by payment app?
Airbnb does not permit collecting reservation related fees outside the platform unless expressly authorized, so use the Resolution Center instead. That also keeps the payment on record.
If you want every turnover checked before check in, you can try Clyn free on one property at clyn.com.