As an Airbnb host, it’s crucial to understand the steps you can take to increase the likelihood of reimbursement approval. When faced with issues that warrant seeking reimbursement from Airbnb or your guests, two important strategies come into play: effective documentation and setting clear expectations through home rules. In this blog post, we will explore how to combine these approaches to maximize your chances of reimbursement approval.

1. Document Well, Provide Lots of Photos Individually:
Thorough documentation is the foundation of a strong reimbursement case. When seeking reimbursement, ensure you have a comprehensive collection of photos that individually showcase the areas or items you are requesting coverage for. Capture every detail, focusing on relevant areas or items related to your claim. Supplement your photos with descriptive captions and include a time stamp to establish the sequence of events. Organize your documentation in a logical manner, making it easier for Airbnb to review your case. For example, if five towels were damaged by the same guest, do not take a photo of those towels in a pile. Individually lay them out with shown damage to each so that it is clear and visible that FIVE towels were damaged. Sometimes you need to take things a step further and provide video documentation as well. For instance, if you have a broken blind and it is hard to see in the photo, provide a small 10 second clip showing the area of where the blind is broken. If a drawer has been damaged, show video documentation on that drawer and how the damages have affected its functionality. 

2. Put Instructions in Your Home Rules:
To set clear expectations and strengthen your reimbursement claim, include instructions in your home rules that indicate reasonable charges for rule violations. Specify actions such as smoking indoors, failing to clean up after pets, or causing excessive damage to linens or other items. Emphasize that you understand accidents happen, but stress the importance of communication if any incidents occur. Provide guests with reporting procedures, encouraging them to promptly inform you of any damages or rule violations. Of course – you don’t want to sound like a dictator when putting home rules into your listing. Keep it light, airy and request these items with a friendly indicator that x amount in charges are the consequence of these simple rules not being followed. The rules MUST be simple and reasonable. For example, “There is NO smoking inside the home, please utilize the outdoor spaces if you smoke. Please dispose of your cigarette butts properly in the bin provided. If smoking is discovered inside the home a charge of x amount will be pursued as well as any nights that are unbookable due to the smoke remediation” I also include my home rules in the check in instructions for good measure so there are no refutes that they had not received these rules. The best thing to do is to always PREVENT damages, and I also will post small laminated signs in the home to address our biggest concerns and home rules, such as smoking and picking up any pet wastes etc. 

3. Acknowledge Accidents and Communication:
Maintaining a compassionate and understanding tone in your home rules is crucial. Express your understanding if accidents occur, such as a broken glass, or stained bed sheet due to a cut or wound, but emphasize the need for guests to communicate these incidents to you. I am more than willing to overlook a small accident when it is communicated to me, however when blatant disrespect is evident that is mostly when I will pursue charges. Highlight the importance of prompt reporting so that appropriate measures can be taken to address the issue. Encourage guests to provide photographic evidence to support their claims and reinforce the need for timely documentation. Always THANK your guest for this communication and prepare to bring an extra glass or sheet set on your next turnover day. There are regular business expenses to incur as an Airbnb host, and I usually will chalk these incidents up to just that. 

4. Be Responsive and Professional:
Throughout the reimbursement process, maintain professionalism and responsiveness. Acknowledge guest communications promptly and provide a clear timeline for addressing their concerns. Responding in a professional and timely manner builds trust and demonstrates your commitment to resolving issues. Remember that clear communication and a positive guest experience contribute to a successful reimbursement request. When I am typically addressing issues I do it in such a way as to not blame the guest for these damages but more of an inquiry to discover how they happened. When a guest admits fault, Airbnb is usually much more receptive to immediately reimburse the host for those damages.  Again, we are speaking of REASONABLE damages. Examples of such, “soiled sheets, cigarette butts and damage, pet damage in the form of chew marks or excessive pee stains, notable damage to items inside the home such as broken lamps, missing décor and or items etc” 

In conclusion, when seeking reimbursement from Airbnb, combining effective documentation practices with clear communication and setting expectations through home rules is key to maximizing your chances of approval. Documenting well, providing lots of individually photographed evidence, and organizing your documentation helps strengthen your case. Additionally, including instructions in your home rules that outline reasonable charges for rule violations, while acknowledging accidents and emphasizing the importance of communication, creates a transparent framework for responsible guest behavior. Remember to maintain professionalism and responsiveness throughout the process, ultimately enhancing your reimbursement success rate and fostering a positive guest experience.