How Vrbo Damage Claims Work for Hosts
On Vrbo, you recover guest damage through the protection you set on your listing: a card on file, a refundable damage deposit, or a guest purchased damage protection plan. You have 14 days after checkout to assess the property and file a claim, and the amount can't exceed the deposit you set.
That is quite different from Airbnb, where most hosts rely on a reimbursement program after the fact. On Vrbo, the setup you choose before the booking largely decides what you can recover afterward. So this guide covers both halves: choosing the protection, then filing the claim.
This article is general information, not legal or insurance advice. Vrbo's programs change, so check the linked help pages for current terms.
The damage protection options on Vrbo
Vrbo's help center describes three ways a guest can be covered for damage. The host chooses what is required, and the guest sees it under the house rules or at checkout.
Card on file
The guest's payment details are stored and only charged if you file a claim. Vrbo says there is no pre authorization hold on the card, and the card details are not shared with you.
Refundable damage deposit
The guest pays the deposit up front at booking. If no claim is filed, it is refunded after the 14 day window. According to Vrbo's page on protecting your property, deposits up to $5,000 are handled as a card on file, while amounts above $5,000 are charged at booking as a refundable deposit.
Property Damage Protection plan
Instead of a deposit, the guest buys an insurance plan. Vrbo's host help article lists these tiers:
| Plan price paid by guest | Coverage |
|---|---|
| $59 | $1,500 |
| $89 | $3,000 |
| $119 | $5,000 |
On the guest side, Vrbo calls this Accidental Damage Protection and says it must be purchased at least 24 hours before check in. Claims are handled by Generali Global Assistance, not by Vrbo directly.
Which option should you pick?
There is no single right answer. Here is how I think about it:
- Card on file keeps booking friction low, but the guest's card could decline at claim time. Vrbo does say coverage extends up to your deposit amount even if the guest's payment fails, per its claim article.
- A refundable deposit gives you certainty of funds but may put off some guests.
- A protection plan avoids a big deposit for the guest, but you are dealing with an insurer's claim process and its limits.
Whatever you choose, set an amount that reflects what realistically gets damaged in your home, such as a sofa, a TV or a rug, and remember that it caps what you can claim.
How to file a damage deposit claim on Vrbo
Vrbo's steps for a deposit or card on file claim, from its help article:
- Log in and select your listing.
- Go to Inbox.
- Use Filters or search by the guest's name or reservation ID.
- Open the guest's conversation.
- Find the Damage protection section.
- Select Report damage.
- Enter the claim amount (it cannot exceed your deposit).
- Write a description of the damage for the guest.
- Select Confirm.
Vrbo says most claims process immediately and funds arrive in 3 to 7 business days.
Talk to the guest first
Vrbo recommends contacting the guest before you file, explaining the damage and sharing your photos, and doing it in writing through Vrbo messaging. In my experience this step prevents most disputes. Guests are far more reasonable when they see a clear photo and a receipt than when a charge simply appears.
You only get one claim per reservation
This catches hosts out. Vrbo states that the host won't be able to withhold more money after the first claim. So before you submit:
- Walk the entire home, not just the obvious damage
- Check linens for stains after they come out of the wash
- Test appliances, the TV and the remote
- Get repair quotes where you can
How to file a Property Damage Protection plan claim
If the guest bought a plan, the process runs through Generali. Per Vrbo's plan claim article:
- Log in to your Vrbo owner account and open your Inbox.
- Open the booking conversation (the option appears on the guest's checkout day).
- In Damage protection, choose to file a claim with Generali Global Assistance.
- Select Go to eClaims and complete the online form.
Generali emails a confirmation and sends status updates. Coverage limits and requirements follow the plan the guest purchased.
What you can claim for
Vrbo's guest facing article on card on file charges says claims may include:
- Physical damage to the property
- Excessive cleaning
- Returning forgotten items
- Damage from undeclared pets or guests
Normal turnover cleaning is what your cleaning fee is for, so keep claims to cleaning that goes clearly beyond that, like red wine on a white rug or pet hair on every surface in a no pets home. Stains, spills and damage claims has more on where that line sits.
If the guest disputes the charge
A guest who disagrees can dispute through Vrbo's Contact Us option, and Vrbo will request additional documentation from both the guest and the host. That is where your evidence decides the outcome.
The strongest evidence packet includes:
- A dated "before" photo showing the item or room in good condition at the last turnover
- "After" photos and video taken as soon as the damage was found
- Repair quotes, invoices or replacement receipts
- Your written messages with the guest through Vrbo
- Your cleaner's note describing what they found
Most hosts have the "after" photos. The "before" photos are what usually go missing. This is the gap Clyn is built to close: the cleaner photographs every room in the Clyn app at the end of the turnover, the AI checks each photo against your standard, and you get a dated record of the home's condition right before the next guest walks in. When a Vrbo claim comes up, you can pull the photo from that exact turnover. The same approach works on any platform, and how to prove guest damage goes deeper on it.
Vrbo versus Airbnb at a glance
| Vrbo | Airbnb | |
|---|---|---|
| Main mechanism | Deposit, card on file or guest bought plan | Host damage protection (reimbursement) |
| Deadline | 14 days after checkout | 14 days after checkout |
| Claim limit | Your deposit or the guest's plan limit | Program limits and terms |
| Where to file | Damage protection section in the booking conversation | Resolution Center |
For Airbnb details, see does Airbnb have security deposits. And because neither platform replaces your own coverage, read do you need separate insurance for your Airbnb. Vrbo itself states that listing requires sufficient insurance coverage.
FAQ
How long do I have to file a damage claim on Vrbo?
Vrbo gives hosts 14 days after checkout to assess the property and file a claim, according to its damage deposit claim article.
Can I claim more than the damage deposit on Vrbo?
Not through the deposit claim. The claim amount can't exceed your deposit, and you can only submit one claim per reservation, so include everything in that first claim.
Who handles Vrbo Property Damage Protection claims?
Generali Global Assistance administers the plans. You start the claim from the booking conversation in your Vrbo Inbox and finish it in Generali's eClaims portal.
If you want every turnover checked before check in, you can try Clyn free on one property at clyn.com.