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.
Platform Pro-Tip
AirCover requires you to submit your reimbursement request before your next guest checks in, or within 14 days of checkout—whichever is earlier. Time is critical.
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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