Guest Left Your Airbnb Dirty? What Hosts Can Do and Charge For
If a guest leaves your Airbnb unusually dirty, document it with dated photos before anything is cleaned, message the guest through Airbnb, and request payment in the Resolution Center if the mess goes past normal checkout cleaning. Airbnb's host damage protection can reimburse extra cleaning for things like stains, pet accidents and smoke odor, but it does not cover routine work like laundry, dishes or taking out trash, and you have 14 days after checkout to file.
Most guests leave a place in normal shape. Every so often, though, a turnover comes back rough: wine on a white duvet, a kitchen buried in dishes, or a smell that tells you someone smoked inside. Here is what I do, in order, so I get paid back when I can and stay calm when I can't.
First, decide if it is really "excessive"
A dirty unit is part of the job. Your cleaning fee already covers normal use. Airbnb draws a similar line. Its host damage protection article lists extra cleaning to remove stains left by guests or pet accidents among the things it can cover, and says it does not cover cleaning tied to normal checkout tasks like laundry, dishes or trash removal.
Here is how I sort it:
| Usually normal turnover | Often counts as extra cleaning |
|---|---|
| Unmade beds, used towels | Stains on linens, rugs or upholstery |
| Dishes left in the sink | Pet accidents or heavy pet hair when pets were not allowed |
| Trash not taken out | Smoke odor that needs treatment |
| Crumbs, sand, normal floors | Cleaning caused by unapproved extra guests |
| Bathroom that needs a standard clean | Vomit, spilled food ground into furniture, party mess |
If the problem sits in the left column, I let it go. Fighting a guest over dishes costs more in stress and reviews than it is worth. If you want guests to do a few small things on the way out, I covered which requests are fair in Airbnb checkout tasks and rules.
Step 1: Photograph everything before you clean
This is the step that wins or loses the claim. Ask your cleaner to stop and take wide shots of each room, then close ups of each problem, before touching anything. Make sure the photos are sharp and that the date is clear.
Good evidence includes:
- Wide shots that show which room you are in
- Close ups of stains, damage or mess
- A photo of any odor source, such as ash or cigarette butts
- Receipts for extra cleaning time, products or professional services
- Your checkout photos from the turnover before this guest, so you can show the condition they started with
That last one matters more than most hosts realize. In Clyn, your cleaner takes photos in the app at the end of every turnover, and you keep a dated photo record for each stay. When a guest says "it was like that when we arrived," you can show the before and after side by side. I go deeper on this in how to prove guest damage on Airbnb.
Step 2: Message the guest through Airbnb
Keep all of it inside the Airbnb message thread so there is a record. I keep the tone factual and short. Something like:
Hi Sam, thanks for staying with us. Our cleaner found red wine stains on the living room rug and the guest room duvet, photos attached. We needed extra cleaning to remove them. I'll send a request through the Resolution Center for the cost. Let me know if you have any questions.
No accusations, no sarcasm. If this ever goes to Airbnb, someone will read that thread.
Step 3: Send a request in the Resolution Center
Airbnb's article on the Resolution Center explains that you can request money from a guest there, and you may need to add a payment method first. Include your photos, receipts and a clear amount.
Two deadlines to keep straight:
- For a reimbursement request under host damage protection, Airbnb says to file within 14 days of the responsible guest's checkout.
- For general Resolution Center requests, the article says you have up to 60 days after checkout.
I treat 14 days as the real deadline for anything involving extra cleaning or damage. Waiting only weakens your case.
Step 4: If the guest does not pay
Airbnb says that if you and the guest do not reach an agreement, you can ask Airbnb to help mediate. For damage and certain extra cleaning, host damage protection can reimburse you if the guest does not pay. Airbnb also states that host damage protection is not an insurance policy, so read the article carefully for what it covers in your country.
If a claim is turned down, weak evidence and late filing are two common reasons. I wrote about the common reasons and how to respond in why Airbnb damage claims get denied.
Special cases
Smoke
Smoke odor is one of the hardest messes to fix and one of the easier ones to document, because you can usually photograph ash, butts or burn marks. Treat it right away so the next guest does not arrive to the smell. My full process is in what to do when a guest smokes in your Airbnb.
Pets that were not allowed
Photograph hair, scratches and any accidents, and save the cleaner's notes. Airbnb's host damage protection lists pet accidents among the extra cleaning it can cover.
Parties
A party mess usually means more guests than the booking allowed. Airbnb's article lists cleaning needed because of unapproved extra guests as something it can cover, so photos of extra bedding used, extra dishes or a trash pile help tell that story.
Protect the next guest first
Whatever happens with the claim, the next check in comes first. If the mess means your cleaner needs more time, tell the next guest early and offer a later check in rather than handing over a unit that is only half done. A guest who arrives to a dirty place will review you for it, no matter whose fault it was.
This is where a quick quality check helps. Clyn's AI checks every photo your cleaner takes against your standard before the next guest arrives, so if a stain is still there or a bed is not made right, you know while there is still time to fix it.
How I keep this from happening
You cannot stop every messy guest, but a few habits cut it down:
- Clear house rules about smoking, pets and visitors
- A short, friendly checkout message
- Dark or patterned throws and rugs in high spill areas
- Mattress and pillow protectors on every bed
- Consistent photo records at every turnover, so your evidence is ready when you need it
FAQ
Can I charge a guest for leaving my Airbnb dirty?
You can request money through the Resolution Center when cleaning goes beyond normal checkout. Airbnb's host damage protection can cover extra cleaning for stains, pet accidents, smoke odor and unapproved extra guests, but not routine tasks like laundry, dishes or trash.
How long do I have to file?
Airbnb says to file a host damage protection reimbursement request within 14 days of the guest's checkout. General Resolution Center requests have a 60 day window, but act fast either way.
Should I mention the mess in my review?
You can, as long as it is factual and calm. Future hosts read your review, so describe what happened without insults. Keep the specifics of money and claims in the Resolution Center.
If you want every turnover checked before check in, you can try Clyn free on one property at clyn.com.