A broken appliance discovered after checkout leaves two questions: what stopped working, and what caused it. A photograph of the appliance may answer the first. The second can require an earlier operating record, a guest message or a technician’s findings.
Airbnb excludes normal wear from Host Damage Protection. Its published terms also distinguish guest-caused physical damage from gradual deterioration, faulty work and latent defects. Eligibility depends on the particular loss and applicable terms. Airbnb HDP terms, §§6.3–6.4.
Describe the change before assigning a cause
Write down what someone actually observed: a separated hinge, water beneath a machine or a screen that stays dark. Keep explanations attributed to their source. “The cleaner found water beneath the dishwasher” records an observation. “The guest broke the dishwasher” adds a causal conclusion that needs support.
Compare genuine records of the same item and affected area. A room photograph may show that a television was present while revealing little about its screen or operation. Record the date and purpose of the earlier image so its relevance is clear.
Use a short comparison:
| Question | Record to examine | Remaining gap |
|---|---|---|
| What visibly changed? | Matched earlier and later views | Hidden damage may be absent from both views |
| When was it last working? | An operating check or contemporaneous observation | The fault may have been intermittent |
| What happened between observations? | Relevant messages, inspections and maintenance notes | An event may remain unwitnessed |
| What caused the failure? | Inspection findings tied to the failed part | Several mechanisms may fit the condition |
These are documentation suggestions, not a required Airbnb photo protocol.
Separate an acute event from accumulated deterioration
Consider a hypothetical cabinet door found detached after a stay. A recent photograph shows it hanging straight. That narrows the visible change, but an inspection may reveal loose fasteners, damaged mounting material or a fresh fracture. Each finding changes the explanation.
Ask the person inspecting it to describe the physical findings before giving a conclusion. Which fastener failed? Was there evidence of an old repair? Could the surrounding material support the fitting? A statement that the door needs replacement explains the proposed remedy; the inspection findings explain why it failed.
Age alone cannot settle that question. A recently purchased item can have a defect. An older item can suffer a distinct impact. Keep the condition analysis separate from the later calculation of its value.
Record function when appearance is insufficient
For a hypothetical washing machine that will not drain, record the symptom and any displayed error. A technician’s report can identify the blockage or failed component, tests performed and plausible causes.
A video showing a stopped cycle establishes the observed problem. It may leave unresolved whether the cause was an obstruction, a worn pump or an earlier fault. Describe that gap accurately rather than filling it with an assumption about the departing guest.
Airbnb asks for evidence addressing the loss’s time, cause and origin. Its terms also address preservation and inspection of damaged property. HDP terms, §3. Document necessary repairs as they proceed, including what was removed and what the technician found.
Keep cleaning classification separate
A dirty item can require cleaning without needing replacement. Record the substance, affected surface, work attempted and result. Airbnb distinguishes ordinary checkout tasks from certain unexpected additional cleaning. Host damage protection guidance.
If cleaning restores the item, explain that outcome. If a lasting mark or loss of function remains, document it separately. A single description such as “damaged and dirty” makes both the condition and the requested remedy harder to assess.
Connect the explanation to the claim file
A concise account should let another person follow the sequence: earlier observation, discovery, inspection findings and requested remedy. State any unresolved cause directly.
For organizing those records with cost documents and submission confirmations, use Airbnb Damage Claim Documentation: From Photos to Payment.
Host questions this article answers
Check lead time, booking pace, day type, gap shape, and revenue context before choosing the pricing move.
No. It may be early in the booking window, blocked by shape, or isolated to weak day types.
Tools can suggest numbers. The decision still needs context from the host calendar and KPI history.