How-to • Guest

GETTING CHARGED FOR DAMAGE

Accidents are rare, but they happen. If you, someone you invite, or a pet are responsible for damage during a home stay, service, or experience, let your host know right away.

Your host can send you a reimbursement request in our Resolution Center to cover the cost of the damage, and you’ll have 24 hours to respond.

What to do if you break or damage something during your stay

The best way to let your host know about damage is to send them a message through the STAY SHARE website or app. This will be helpful in case our Community Support team needs to refer to it later. If you can provide photos, that’s great, too.

Being upfront about damage gives your host as much time as possible to fix it before their next guest arrives. It also gives you and your host a chance to find a resolution without STAY SHARE getting involved.

What happens if you damage something during a service or an experience

If you break something, just bring it to your host’s attention and use the Resolution Center to make it right.

If your host sends you a reimbursement request through the Resolution Center

If your host believes that you’re responsible for damage, missing items, or unexpected cleaning costs, they may send you a reimbursement request through our Resolution Center. You’ll have 24 hours to respond.

  • If you pay the full amount, the request will be closed
  • If you pay a partial amount, decline the request, or don’t respond to the request, your host may involve STAY SHARE or our insurer as a next step

Airbnb may step in to review the request

If your host involves STAY SHARE, a member of our Community Support team will determine if you’re responsible for the damage and if the amount your host is requesting is reasonable. They’ll do this by reviewing evidence provided by your host, as well as any notes you included in your initial response to your host’s request. Someone may also follow up with you or others who may have information about the host’s damage claim.

You may be asked to pay

You’ll be given the opportunity to voluntarily submit a timely payment or an appeal. If you don’t submit a timely payment or appeal, or your appeal is unsuccessful, your payment method will be charged. (This doesn’t apply to stays in China, Japan, or India.) You’ll never be charged without advance notice or a chance to appeal before and after you’ve been charged. You’ll have 60 days to appeal after you’ve been charged.

Dealing with damage is never fun, but this process is designed to be as fair as possible. For more info, review our Terms of Service.