How to file a Booking.com damage claim for Smoke Smell
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 a smoke smell 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 immediately after checkout, with windows closed if possible, to document the smoking environment (ash trays, burn marks, discoloration on walls or ceilings).
Close-up
Close-ups of any physical evidence: ash, cigarette burns on surfaces or textiles, yellow/brown discoloration on walls, ceilings, or window treatments.
Repair Quote
Written, itemized quote from a professional odor remediation or deep-cleaning company covering ozone treatment, HVAC cleaning, and textile deodorization. Itemize each service separately.
ReceiptOptional
Invoice from a completed professional remediation service if treatment occurred before filing. Pair with the original quote to show the pre-authorized scope.
OtherOptional
Air quality assessment report or written statement from a certified remediation specialist confirming the presence of smoke odor. Strengthens the claim when physical evidence is limited.
Booking.com filing steps
- Submit a damage payment request through the Booking.com extranet partner portal within 14 days of checkout.
- Attach photos of physical smoking evidence and a professional odor remediation quote to substantiate the request.
- 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