How to file a Booking.com damage claim for Broken Windows
About Booking.com damage requests
Booking.com acts as a facilitator only — it is not an insurer and does not guarantee payment. Submitting a damage payment request triggers Booking.com to contact the guest on your behalf; money moves only if the guest consents to the charge. If the guest refuses, Booking.com has no documented mechanism to compel payment or pursue the guest. Do not represent submission as guaranteed reimbursement in any host-facing copy.
If a guest caused broken windows at your Booking.com 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 or exterior photo showing the broken window or glass panel in context — establishes location, size, and whether the break is interior or exterior facing.
Close-up
Close-up of the break pattern: spider cracks, impact point, missing glass sections. Photograph from both interior and exterior sides if safely accessible.
Repair Quote
Written, itemized estimate from a glazier or glass repair company covering the full replacement: glass panel, frame repair if needed, and labor. Specify the dimensions and glass type (e.g., double-pane, tempered).
OtherOptional
Police report if the break appears to be caused by a projectile, forced entry, or vandalism. File within 24–48 hours of discovery and attach the full report, not just the case number.
Booking.com filing steps
- Submit a damage payment request through the Booking.com extranet partner portal within 14 days of checkout.
- Attach photos of the broken window (wide shot + break-pattern close-up) and a licensed glazier's written replacement estimate.
- Booking.com contacts the guest to request payment — reimbursement depends entirely on the guest consenting to the charge.
- Approval by Booking.com is a workflow milestone, not a payment guarantee — actual collection is a separate step premised on guest consent.
HostClaim helps you organize a stronger damage payment request. Whether payment is collected depends on the guest's consent — Booking.com does not guarantee reimbursement.
Start organizing your evidence