How to file a Booking.com damage claim for Scratched Floors
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 scratched floors 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 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.
Booking.com filing steps
- Submit a damage payment request through the Booking.com extranet partner portal within 14 days of checkout.
- Attach floor scratch photos (wide shot + raking-light close-ups) and a licensed contractor's written repair 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