Airbnb Superhost Dispute Resolution Scripter

Message 1: To the Guest

Subject: Damage to Living Room TV Following Your Stay: Request for Reimbursement

Dear John,

Thank you for staying with us. I'm writing about an issue I found when I inspected the property after your checkout on October 16.

The 55-inch smart TV in the living room was found with a shattered screen. The house rules for this listing state that parties and events are not permitted, and the evidence from your stay indicates that a gathering exceeded the permitted guest count and took place at the property. [Insert specifics, e.g., "neighbor report," "doorbell camera footage," or "message log," if available.]

I would like to resolve this directly and fairly. The replacement cost for the TV is $450, and I've attached the supporting documentation. I'm asking that you confirm reimbursement of this amount through Airbnb's Resolution Center by

[date, e.g., October 20, 2026].

If you believe there is context I'm missing, please reply and I'll review it promptly. If we can't reach an agreement by that date, I will submit a claim to Airbnb with the same documentation.

Thank you for your attention to this.

Kind regards,
[Host Name]

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Message 2: To Airbnb Support

Subject: Urgent: Damage Claim and House Rule Violation, TV Destroyed, Reservation #[Insert Placeholder]
Reference: Reservation #[Insert Placeholder]

Hello Airbnb Support,

I am submitting a property damage claim for the reservation referenced above. The guest, John D., checked out on October 16, 2026.

Summary of the incident

• The guest held a party at the property, which is expressly prohibited by the house rules [and Airbnb's party and event policy].
• During or after this gathering, the 55-inch smart TV in the living room was damaged. The screen is shattered and the unit is unusable.
• I inspected the property on [date] and documented the damage immediately after checkout.

Policy basis

• The guest agreed to the house rules at booking, including the prohibition on parties and events.
• Under Airbnb's Terms of Service, guests are responsible for damage they cause during a stay.
• This claim falls under AirCover for Hosts (Host Damage Protection).

Requested resolution

• Reimbursement of $450, the cost of replacing the TV, as shown on the attached receipt or quote.
• If the guest does not pay directly, I request that the claim be processed through AirCover.

I have attached photos, the house rules, and the replacement cost documentation. I am glad to provide anything further. Please confirm receipt of this claim and the expected review timeline within [2 business days].

Thank you,
[Host Name]
[Contact details]

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Recommended Evidence to Attach

• Photos and video of the broken TV, including close-ups of the screen and wide shots showing its location in the room
• Dated check-in/check-out inspection photos or a prior listing photo showing the TV intact
• Screenshot of the house rules as shown on the listing, including the no-parties rule
• Proof of the party: neighbor complaints, noise alerts, doorbell or exterior camera footage (where legal and disclosed), and guest messages
• Replacement cost proof: receipt, product listing, or retailer quote for an equivalent 55-inch model, plus the original purchase receipt and the TV's age
• The full message thread with the guest, including your post-checkout communication
• Any report from a cleaner or other person who saw the property after checkout

Timing and cost points to check:

Filing window: Airbnb generally requires damage claims within 14 days of checkout (or before the next guest checks in, if sooner). Since the guest left yesterday, file in the Resolution Center soon rather than waiting for the guest to respond.

Security deposit: Airbnb doesn't offer security deposits on most listings. If yours doesn't have one, pursue the request through the Resolution Center and AirCover instead.

Replacement value: Airbnb often reimburses based on depreciated value for older items, so the TV's age and original receipt matter, and you may receive less than $450.

• Party evidence: The party claim is strongest with objective proof. Only state facts you can document.