Damage caused by a guest — what to do after checkout
How damage claims and guest misconduct are handled after a stay, and what depends on the booking platform.
Most stays go smoothly, but occasionally a guest may leave damage, excessive mess, or breach house rules. What you can do next depends on which platform the booking was made on and whether the stay has already ended.
This guide explains your options after a guest has checked out.
First: confirm the stay has ended
This guidance applies only after checkout.
If a guest is currently staying and causing issues (noise, parties, unsafe behaviour), you’ll need to manage the situation directly during the stay. We cannot intervene or remove guests while they are in the property.
Airbnb bookings — damage and extra cleaning
If the booking was made through Airbnb, you’re covered by AirCover (Host Damage Protection).
Travelnest can submit a damage or cleaning claim on your behalf, but we’ll need evidence from you.
You’ll be asked to provide:
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Photos or videos showing the damage or excessive mess
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A clear description of what happened
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Repair or cleaning costs (quotes or invoices)
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The booking reference
Airbnb reviews the claim and decides whether compensation is approved. Claims must be submitted within 14 days of checkout.
Other booking platforms — Booking.com, Vrbo, Expedia and others
These platforms do not offer host damage protection.
For these bookings:
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Travelnest cannot submit damage claims or charge guests
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Platforms rely on hosts to manage security deposits and resolve disputes directly
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Any compensation beyond a collected deposit must be agreed directly with the guest
If you collected a security deposit, you may use it in line with your listing terms.
If no deposit was collected, you’ll need to contact the guest to try to resolve the issue.
For future bookings, we strongly recommend setting up a security deposit for added protection.
Reporting guest misconduct
If a guest seriously breached house rules (for example parties, unsafe behaviour, or property misuse), this can be reported after checkout.
What happens next depends on the platform:
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On Airbnb, this is reviewed alongside any AirCover claim
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On other platforms, reports help record misconduct but do not guarantee compensation
Evidence is always required for reports to be reviewed.
What Travelnest can help with
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Submitting Airbnb AirCover claims with your evidence
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Reporting guest misconduct to booking platforms
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Advising on next steps based on the booking platform
Key takeaway
Your options after guest damage depend entirely on where the booking was made.
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Airbnb → claims can be submitted via AirCover
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All other platforms → deposits and disputes are handled directly by you
If you’re unsure which category your booking falls into, checking the booking channel is always the first step.