How to file an Airbnb damage claim for Scratched Floors
If a guest caused scratched floors at your Airbnb rental, you have a limited window to document the damage and submit a claim. This guide walks you through every step.
Evidence checklist
Wide shot
Full-room photo showing the affected floor section in context — establishes the area of damage and its proximity to furniture or high-traffic zones.
Close-up
Close-up of each scratch or gouge with raking light (shoot at a low angle to floor level) to reveal depth and length. Multiple angles are required for deeper gouges.
Repair Quote
Written, itemized estimate from a licensed flooring contractor covering sanding and refinishing, or board replacement if the damage is too deep to refinish. Specify the square footage affected.
OtherOptional
Pre-stay baseline photo of the floor in the same area. Before/after contrast is the most effective counter to a guest claim that scratches were pre-existing.
Airbnb filing steps
- File via AirCover for Hosts in the Airbnb Resolution Center within 14 days of checkout — or before the next guest checks in, whichever comes first.
- Attach pre-stay baseline floor photos alongside post-checkout scratch photos. Floor damage claims without a before/after comparison are frequently disputed.
- Use raking light photography (camera angled low to the floor) to capture scratch depth in close-up photos — this technique is significantly more convincing than overhead shots.
- Include a licensed flooring contractor's written estimate specifying the square footage affected and the repair method (refinish vs. board replacement).
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