Free template · updated November 3, 2026

Damage report message template for Airbnb hosts

Accidents happen, and most guests are embarrassed rather than careless. A calm message that describes what was found, includes a photo and asks rather than accuses gets a better response, and often an honest explanation.

Keep every step in the platform. For anything that needs paying for, send the request through the platform's resolution process with photos and receipts, within its time limit. Never ask the guest to pay you directly, and never tie it to their review.

The template

Replace anything in [brackets] with your own details.

Guest reported an accident

Hi [Guest first name],

Thanks for letting me know about [What happened, e.g. the broken wine glass], and I'm glad nobody was hurt. Accidents happen, so please don't worry.

Please leave any broken pieces [Where to put them, e.g. in a bag beside the kitchen bin] so no one gets cut, and I'll take care of the rest.

If anything needs replacing, I'll let you know the cost and send it as a request through [Platform], so it's all in one place.

Enjoy the rest of your stay!

[Host first name]

Damage found after checkout

Hi [Guest first name],

I hope you got home safely. After your stay, our cleaner found [What was found, e.g. a large stain on the living room rug] that wasn't there at check-in. I've attached photos taken on [Date and time].

Do you know what happened? I'd like to hear your side before going further.

The cost to [Repair or replace it] is [Cost], based on [Quote or receipt]. I'll send a request through [Platform]'s resolution process, with the photos and receipt, so it's all handled there.

If you have any questions, please reply here.

[Host first name]

Tips

Take dated photos before and after each stay so you can show what changed.
Ask what happened before you ask for money; many guests offer to pay once asked kindly.
Send any cost request through the platform with photos and receipts, never by e-transfer or cash.
Report damage promptly; platforms set time limits after checkout.
Never link damage to the guest's review, in either direction.

Put it on one guest page instead of a binder

Keegix turns your welcome book into one link and a QR sign by the door. Upload the binder you already have and AI drafts the page in about a minute, or paste this template in. Free forever for one property.

Upload my binder, free See a sample guest page

Questions

How do I charge a guest for damage on Airbnb?

Send a request through Airbnb's resolution tools with photos and receipts or quotes. If the guest doesn't pay, you can ask Airbnb to step in under its host damage protection.

How long do I have to report damage?

Platforms have time limits counted from checkout, and they can be short. Check your platform's current rules and report as soon as you find it.

Should I mention damage in the guest's review?

That's up to you, but keep reviews factual and brief. Never use the review as a threat or a bargaining chip.

More free templates

All guest message templates · Every free template

Free to use

Copy it, change it, print it, use it with any platform. Sharing it with a host group, on a blog or in a forum? A link back to this page helps other hosts find the latest version:

https://keegix.com/guest-messages/damage-report/