Damage Claim Guide · Booking.com

How to file a Booking.com damage claim for Wall 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 wall 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.

14-day filing window

Evidence checklist

Wide shot

Full-wall or full-room photo showing the damaged wall section in context — establishes location within the room and overall scale of damage.

Close-up

Close-up of each hole, gouge, crack, or significant scuff. For holes, photograph the depth by inserting a ruler or coin for scale. Multiple angles required for large damage areas.

Repair Quote

Written, itemized estimate from a licensed painting or drywall contractor covering patching, skim-coating, priming, and repainting. Specify the affected square footage and number of paint coats required to match the existing finish.

OtherOptional

Pre-stay baseline photo of the wall section in undamaged condition. Before/after comparison is the most effective evidence when a guest disputes whether damage was pre-existing.

Booking.com filing steps

  1. Submit a damage payment request through the Booking.com extranet partner portal within 14 days of checkout.
  2. Attach wall damage photos (wide shot + close-ups) and a licensed contractor's written repair estimate.
  3. Booking.com contacts the guest to request payment — reimbursement depends entirely on the guest consenting to the charge.
  4. 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