Damage at Airbnb from guest. Seeking advice on how to handle this
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!
Most Popular Reply
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.