Damage at Airbnb from guest. Seeking advice on how to handle this

Cleveland, Ohio
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Damage at Airbnb from guest. Seeking advice on how to handle this

Brendan Connolly
Cleveland · Member since 2023 · 16 posts · 20 votes

I recently had a guest throw a party at my Airbnb. She lied about how many people she planned at having at the Airbnb (booked with 3, had about 20 that I could see on the front door camera). 


She sent me a message that they turned on the fire pit we have in the back and the "glass shattered". Most definitely from them breaking it, but that is what she said. 

My cleaning crew hasn't gotten there yet, but I'm assuming there will be more damage. 

I was looking for advice on how to proceed with this. 

The main thing I'm concerned about is the guest leaving a bad review if there is any indication that I'm seaking money for damages or that I've made a claim with Airbnb. I know that Airbnb can help remove bad reviews if they are considered retaliation, but I also heard that is not a guarantee. 

If anyone has advice on the best way to deal with guests that broke your house rules and caused damage to the house, that would be greatly appreciated!

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Andrew Street
Member since 2019 · 1k+ posts · 292 votes
10mo

I’m so sorry you’re dealing with this. Party violations are incredibly stressful. The safest approach is to document everything clearly: camera screenshots showing the number of guests, the message about the fire pit, and detailed photos from your cleaner once they arrive. Open an AirCover claim after checkout and keep all communication with the guest on the Airbnb platform.

As for reviews, avoid discussing charges with the guest directly. If they do leave a retaliatory review, submit your evidence to Airbnb — they often remove reviews tied to rule violations or party activity. It’s not guaranteed, but strong documentation goes a long way.

You’re doing everything right by getting ahead of it.

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  • Andrew Street
    Member since 2019 · 1k+ posts · 292 votes
    10mo

    I’m so sorry you’re dealing with this. Party violations are incredibly stressful. The safest approach is to document everything clearly: camera screenshots showing the number of guests, the message about the fire pit, and detailed photos from your cleaner once they arrive. Open an AirCover claim after checkout and keep all communication with the guest on the Airbnb platform.

    As for reviews, avoid discussing charges with the guest directly. If they do leave a retaliatory review, submit your evidence to Airbnb — they often remove reviews tied to rule violations or party activity. It’s not guaranteed, but strong documentation goes a long way.

    You’re doing everything right by getting ahead of it.

    3Reply
  • John UnderwoodPro Member
    Investor · Greer, SC · Member since 2014 · 13k+ posts · 17k+ votes
    10mo

    I would wait until you have a better idea of any other damage.

    It is hard to prove if the heat caused this to brake or they broke it. If this is the only issue I wouldn't cause any commotion over it. 

    If there was other damage then don't worry about a bad review and just do what you need to do to get reimbursed for the damage.

    2Reply
  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    10mo

    Good ideas here. Is there any way for you to get to the house to see for yourself?

    1Reply
  • Mike GrudzienPro Member
    Lender · Eugene, OR · Member since 2019 · 2k+ posts · 1k+ votes
    10mo

    Document everything!

    0Reply
  • Jeff Langley
    Member since 2021 · 167 posts · 141 votes
    10mo

    Gather all info and damage, then determine if it’s worth charging the guest. If it is, wait until the 14th day and then charge them. By then, they would have either already left a review or will be out of time to leave one. 
    The guest has 60 days to file any form of chargeback, which is bogus but another way they can retaliate. You need to take emotion out of it and determine if the cost you’re seeking for damages is worth it. 

    0Reply
  • Mark S.
    Real Estate Investor · Saint Paul, MN · Member since 2017 · 543 posts · 474 votes
    10mo

    @Brendan Connolly Hosts seem to be more concerned about a bad review than holding guests responsible and/or leaving honest reviews of guests. If there are damages get reimbursed and leave an honest review. And if the guest gives you a bad one respond honestly ‘guest had a party, which is against both our and Airbnb rules, and caused damages for which we requested reimbursement’ Anyone reading your response will know immediately why the guest left a bad review.

    1Reply
  • Arman AhmedPro Member
    Real Estate Agent · Columbus Cleveland Dayton, OH · Member since 2024 · 2k+ posts · 948 votes
    10mo

    @Brendan Connolly

    Hey Brendan, sorry you’re dealing with that, party guests are the worst. Best move is to document everything the second your cleaner gets there, photos and timestamps, then open an Airbnb Resolution Center claim right away before the guest has a chance to spin the story. Keep your communication to the guest super neutral so it doesn’t look emotional or retaliatory. If they do leave a bad review, Airbnb will usually remove it when there’s clear evidence of rule violations, extra guests, or damage. I’d also tighten up your house rules and automate noise or occupancy alerts so it’s easier to shut situations like this down before they blow up.

    [email protected]614-418-6081
    0Reply
  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    10mo

    Id document and open claim with Airbnb Aircover immediately.  If they leave a bad review you can have it removed for retaliation - Ive successfully done it before.

    [email protected]813-563-0877
    Vacation Rentals of Florida53 Reviews
    WebsiteView Page
    0Reply
  • Sameul Ahsan
    Real Estate Agent · Worcester, MA · Member since 2024 · 107 posts · 45 votes
    10mo

    1. Did you have anyhting in your rules that additional guests would be charged a certain ammount? I normally put $100 for any additional guests that come but we have a max capacity. - This will allow you to charge fot the headcount 

    2. Damages- You have to document everything that is wrong, get ahead of this and if you see additional guests, they are already in violation and you can start the process with Airbnb for unauthorized guests and have them cancel, removed immedietly. 

    3. This should block reviews from either sides if airbnb cancels, you must check with Airbnb first. But start with the unatuthozied guests, removal of guest, then damages, then file all your claims. 

    0Reply
  • Garrett BrownPro Member
    Rental Property Investor · Houston, TX · Member since 2024 · 515 posts · 553 votes
    10mo

    A lot of great advice here. 

    Document it all, open the aircover claim, wait until the 14th day after checkout (you can submit until 14 days after), and then submit. Limits the chance of a bad review based on timing and still allows you to have it removed if they leave it in that short time frame, since you can only leave a review for 14 days after as well. Sorry that happened, man. Those types of guests are the worst. 

    [email protected]
    BiggerPockets
    0Reply
  • Jeremy Jareckyj
    Real Estate Agent · Salt Lake City, UT · Member since 2020 · 490 posts · 205 votes
    10mo

    use an app called timestamp as well that adds a little date and time in the corner of every photo. Airbnb liked it so they can reference when and where the photos were taken 

    0Reply
  • Jeremy Jareckyj
    Real Estate Agent · Salt Lake City, UT · Member since 2020 · 490 posts · 205 votes
    10mo

    use an app called timestamp as well that adds a little date and time in the corner of every photo. Airbnb liked it so they can reference when and where the photos were taken 

    0Reply
  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    10mo

    Tough one. But do NOT worry about getting a bad review from a guest. Do NOT let that factor into any decisions you may make.

    Think of it like this - most guests have just a few reviews, less than 5 is normal. A host like yourself will/should have dozens if not more......so it's just simple math. You leave them a 1 star review when they have 5 stars and it is a 20% hit. They leave you a retaliatory 1 star, but you have 50 good reviews....their bad review will not even be noticed, right?

    Even if you do not have many reviews yet, you will. So the 1 bad review will quickly get swallowed up and won't be noticed. Especially when you explain the review by telling the truth, they partied and caused damage....

    0Reply
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