How to document damage for an Airbnb claim: what the 2026 terms ask for
By TurnAudit · Last updated October 10, 2026
Document the condition as soon as it is found, retain the original files, and connect each item to the stay, room, and checkout date. Airbnb's current terms ask for evidence of the time, cause, and origin of the loss, along with item and cost information. Do not treat a video alone as a complete claim package.
Build an item-by-item record
- Record wide and close views of the affected room before cleanup or repair changes the scene, when safe to do so. Record what is visible without guessing who caused it.
- Preserve original files and timestamps. Match each observation to the reservation, room, item, and any prior condition record.
- Gather the item's description, make and model when applicable, acquisition date, condition before damage, original receipts if available, and repair or replacement estimates. Keep cleaning invoices for extra cleaning requests.
- Use Airbnb's guest request and filing flow within the deadlines, and answer any follow-up with the original supporting material.
Keep AI out of the submitted originals
Section 3.3.3 says documentation must not be doctored, including by artificial intelligence. A summary or flagged moment can guide human review, but the submitted condition evidence should remain an unaltered original, with any derived material clearly separated.
Section 3.3.2 asks for evidence sufficient to assess time, cause, and origin. A recording can show visible condition along the camera path. It cannot establish every unseen cause or replace receipts and estimates.
Common questions
Are photos or video enough on their own?
Not necessarily. The terms also call for item details and cost support, and Airbnb decides what is sufficient in a particular request.
Can I submit an AI-enhanced image?
The current terms prohibit doctored supporting documentation, including AI-doctored material. Retain and submit original, unaltered files.
Sources
- Airbnb Host Damage Protection Terms, §§3.3.2 and 3.3.3 (checked October 10, 2026)
Where TurnAudit fits
TurnAudit organizes pre-clean and post-clean original walkthroughs by turnover and keeps advisory AI material separate. The host still gathers receipts and estimates, identifies the relevant files, and submits the request.
AI review is advisory. It does not determine damage, responsibility, cleanliness, or eligibility for any claim or reimbursement.
Not affiliated with Airbnb.