Host Guarantee/money request from the host:
As a host of your property, we are eligible to request Airbnb assistance in a case of damage or house rules violation. Additionally, in relation to the guest’s refunds, money requests from hosts are regulated by Airbnb procedure. Each resolution case is operated by the Airbnb support team and the solution is based on their decision only unless the guest pays voluntarily.
Situations that may be eligible for a money claim from a guest under Airbnb policy generally fall into the following categories:
Missing items - any item which was lost or went missing after a particular guest’s stay
Deep Cleaning - extra hours of cleaning are required due to the property being left in an untidy manner.
Broken items - any damage occurred during a particular stay should be covered by the guest
Smoking - the prosecution of £100 fee is mentioned on the listing page
Missing key - any key lost or mistakenly taken by guests must be charged £100 and replaced immediately. It depends on the situation if the lock should be changed as well, e.g. security threat.
In order to make any resolution case eligible, the following structure must be pursued.
Firstly, the property is inspected for any physical losses or damages during cleaning, after guests check out.
Secondly, we notify Airbnb of such losses or damages within 14 days, following the date of termination of the Responsible Guest’s booking or the date by which the next subsequent booking begins. We can notify Airbnb by opening a claim in the Resolution Center and provide them with all the necessary documentation.
What documentation is needed?
Proof of a broken/lost item’s ownership in the form of receipts, photographs or videos
Proof of damages in the form of photographs or videos
For fixtures and furnishings, provide the estimated cost of repair or replacement, original invoices in order to provide evidence for the cost of repairs
For artwork, provide original receipts or other proof of original cost
How long will it take for my request to be processed?
Airbnb strives to resolve cases as quickly and effectively as possible but the exact time will depend on the severity of the case, the quality of documentation and the cooperation of the host and guest.
Outline
By introducing Airbnb Official Policies, we would like to draw the attention of our landlord to the complexity of the Damage Covering procedure and get your full cooperation.
According to Airbnb policy, we have to submit the money request either within 14 days from the guest’s checkout or before the next guest checks in. This depends on whichever is earlier, therefore, we have little time for opening a resolution case for damages or losses.
Upon this we offer you several solutions:
1) You advise us on the cost of repair or replacement by submitting any of the following documentation:
- An estimated mending invoice
- Weblinks to like-kind items or original purchase receipts
- Estimate or Invoice on company letterhead
- Screenshot of online purchase/shipping confirmation that includes the date of the original purchase and the price of each item.
** Please note, that your prompt response is highly important. If we do not receive a response within 2 hours, we will take action on your behalf regarding the case.
2) You allow us to open the resolution case and support it with the required documentation on our own. Our goal is to request an adequate sum for the repair and address this in an efficient manner.
Learn more about the Host Guarantee at airbnb.com/guarantee.
What is the main purpose of resolution payouts?
As a professional Property Management Company, we aim to keep your property in a decent condition and secure your income. Therefore, it is highly important that resolution payments are used as a tool for the maintenance and cleaning services and not viewed as an additional source of profit. This is done for your best interest, in order to assure there are no losses from your end.