Security deposit & evidence: build a solid case in 24 hours (2026 guide)
A guest has damaged your property. You have 24 hours to build a case and submit it to Airbnb via AirCover. After that deadline, it's too late. Here's the method to maximize your chances of recovering the costs.
Warning: the clock is ticking
Airbnb imposes a strict deadline of 14 days after checkout to submit an AirCover claim, but experience shows that the faster you act, the higher your chances. Ideally: submit within 24 to 72 hours.
The 6-step plan for a solid case
Document the damage immediately
As soon as you discover the problem, take photos and videos before any intervention.
What your photos should show:
- Overview of the room (context)
- Close-up of the damage (detail)
- Multiple angles if needed
- Visible timestamp (or preserved metadata)
Find the BEFORE condition
This is THE key piece. You must prove that the damage didn't exist before the guest's arrival.
Sources of "before" evidence
- • Photos from the last property inspection
- • Timestamped Check Easy report
- • Photos from the previous cleaning
- • Listing photos (if recent)
What doesn't work
- • "I'm sure it was intact"
- • Undated photos
- • Oral testimony alone
- • Photos from 6 months ago
Get quotes or invoices
Airbnb needs numbers. Without supporting documents, no reimbursement.
Accepted documents:
- Professional quote (repair, replacement)
- Original purchase invoice (to prove value)
- Replacement invoice (if already done)
- Price screenshot (for small items, with visible URL)
Contact the guest (mandatory)
Airbnb requires an attempt at amicable resolution. It's also an opportunity to get a written admission.
Sample message:
"Hi [First name], I've just noticed [factual description of the damage] in the property. Please find the photos attached. The estimated repair/replacement cost is [amount]. Before opening an official claim, would you like to resolve this directly?"
Submit the AirCover claim
Through Airbnb's Resolution Center, submit your complete case.
Your case must include:
- Photos BEFORE the stay (check-in inspection)
- Photos AFTER the stay (documented damage)
- Quotes or invoices
- Screenshot of your message to the guest
- Clear and factual description
Follow up and escalate
Airbnb can take several days/weeks to process. Don't let the case sit idle.
After submission: what happens next
Airbnb reviews the case
A mediator analyzes your evidence and may contact the guest.
Decision rendered
Full reimbursement, partial, or denial. The amount is credited to your next payout.
Option to appeal
If denied, you can contest with additional supporting evidence.
Pro tip: Cases with timestamped before/after photos have a significantly higher acceptance rate. The quality of your evidence makes all the difference.
3 real-world cases
Case 1: Stained sofa - $450 recovered
A property manager discovers a large stain on the sofa after checkout. Thanks to her Check Easy report from the day before (photos of the sofa in perfect condition), she submits a complete case with a professional cleaning quote.
Case 2: Broken TV - $800 recovered
Cracked screen discovered at checkout. The owner had kept the original purchase receipt and had photos of the apartment taken 3 days prior (last cleaning).
Case 3: Hole in the wall - Denied
A manager discovers a hole in the wall. But he has no photos from before the stay, only listing photos from 8 months ago. Airbnb denies the claim: impossible to prove the damage didn't exist before.
Common mistakes to avoid
Waiting too long
The longer you wait, the less credible your evidence becomes
No "before" photos
Without a check-in inspection, it's one word against another
Overestimated amount
Claiming more than the actual value can invalidate the entire case
Aggressive tone with the guest
Stay factual, Airbnb reads all exchanges
Cleaning/repairing before documenting
Evidence must show the condition at the time of discovery
Check Easy: your evidence automated at every turnover
The problem isn't knowing how to build a case. The problem is having the evidence BEFOREan incident occurs. That's exactly what Check Easy automates.
Systematic timestamped photos
Every area of the property documented before and after each stay
Exportable reports
PDF ready to submit to Airbnb with all photos and metadata
Complete history
Find the property's condition at any date
Standardized walkthrough
Same format every time = consistent and credible evidence
With Check Easy: In case of a dispute, you already have everything. No stress, no race against time. You export the report and submit.
Never lose a dispute due to lack of evidence again
Automate your property inspections and sleep soundly. Check Easy documents every turnover for you.
Related articles
Ready to automate your property inspections?
Join hundreds of professionals using Check Easy
Get started for free