How to file a Booking.com damage claim for Missing Items
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 missing items 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 photo taken after checkout showing the location where the item should be — establishes the absence in context.
Close-up
Pre-stay photo of the item in place (from your baseline walkthrough or listing photos). The contrast between "present before" and "absent after" is your primary evidence.
Receipt
Original purchase receipt or proof of ownership for the missing item. Establishes replacement cost and proves the item existed before the stay.
Repair QuoteOptional
Replacement cost quote from a retailer or vendor if the original receipt is unavailable. Use current retail pricing for an equivalent item.
OtherOptional
Police report filed for stolen high-value items (electronics, jewelry, art). Required by most platforms when asserting theft rather than accidental removal. File within 24–48 hours of discovery.
Booking.com filing steps
- Submit a damage payment request through the Booking.com extranet partner portal within 14 days of checkout.
- Attach pre-stay inventory photos and a replacement cost quote or receipt for each missing item.
- For high-value theft, include a copy of the police report — Booking.com contacts the guest to request payment regardless of law-enforcement involvement.
- Reimbursement depends entirely on guest consent — Booking.com cannot compel payment if the guest disputes or ignores the request.
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