How to file a Booking.com damage claim for Pet Damage
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 pet damage 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 showing the damaged area in context — establishes the location and overall scope of pet-related damage.
Close-up
Close-up of each specific damage point: claw marks on doors or flooring, bite marks on furniture, urine staining on carpets or upholstery, pet hair embedded in textiles. Capture multiple angles per damage point.
Repair Quote
Written, itemized estimate covering all affected categories: odor remediation (if applicable), carpet or upholstery cleaning or replacement, furniture repair or replacement, floor refinishing. Itemize each surface and service separately.
ReceiptOptional
Invoice from a completed professional remediation or cleaning service if treatment was completed before filing. Pair with the original scope-of-work quote.
OtherOptional
Evidence of an unauthorized pet: pet hair in post-checkout photos, guest messages referencing a pet, or a photo of pet-related items left behind (bowls, leash, bedding). Establishes policy violation if pets were not permitted under the listing terms.
Booking.com filing steps
- Submit a damage payment request through the Booking.com extranet partner portal within 14 days of checkout.
- Attach photos of all pet-related damage, evidence of unauthorized pet presence if applicable, and itemized repair or remediation estimates.
- 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