A broken glass, a scratched table, a forced door: the damage to his Airbnb remain rare, but they do happen. What makes the difference is not luck: it is the evidence gathered before the stay and compliance with reporting deadlines after. Here is the procedure to follow on each platform, what French law says, and what your insurance must cover.
Key takeaways
- On Airbnb, the claim must be submitted to the Resolution Center within 14 days of the guest's checkout, with supporting evidence.
- AirCover covers up to 3,000,000 $ in damage, but does not replace your insurance: wear and tear and natural disasters remain excluded.
- Without an inventory of fixtures, the law presumes that the traveler received the accommodation in good condition: it is up to you to provide proof to the contrary.
Before the stay: the evidence that protects you
Everything is decided before arrival. A Inspection is not mandatory for a furnished tourist accommodation, but it is strongly recommended: in writing, in duplicate, accompanied by an inventory. Otherwise, Article 1731 of the Civil Code assume that the tenant received the property in good condition, and it is up to you to prove otherwise.
Three simple reflexes are better than a long contract: dated photos of the accommodation between each stay, an up-to-date inventory of valuable equipment, and house rules written in black and white. The house guide is the ideal place to remind them, and a Checked cleaning between each stay allows you to see damage immediately, not three bookings later.
Airbnb: AirCover and the Resolution Center
Since November 9, 2021, the former host guarantee has been replaced by AirCover for Hosts. For the European Economic Area, the guarantees are provided by Zurich Insurance Europe AG.
What AirCover covers
Damage protection covers up to 3 000 000 $ and the civil liability insurance up to 1 000 000 $. Are in particular covered damage to the accommodation, furniture and your personal belongings, unexpected extra cleaning, damage caused by guests' pets, deep cleaning in the event of stains or smoke odors, loss of income resulting from subsequent cancellations, works of art and valuables, and even cars or boats parked on the property.
What it does not cover
Visit conditions excluding normal wear and tear and aging, natural disasters, mold, items in transit, damage caused by animals other than those of travelers, and the usual departure cleaning. Above all, AirCover does not replace your insurance Airbnb makes it crystal clear.
Reporting damage: deadlines not to be missed
Reporting damage in an Airbnb follows a specific procedure:
- submit a refund request to the Resolution Center within 14 days of departure of the responsible traveler;
- the traveler then has available 24 hours to answer;
- if he refuses, does not respond or only pays part, you submit a claim under the damage guarantee, with a form to be sent within 30 days following departure.
Prepare the file: photos and videos, inventory of damaged property, repair estimates or invoices, receipts for additional cleaning, proof of ownership of the items, and a police report if the situation warrants it. Airbnb Never charge a traveler without notice he can pay or dispute it, and he has 60 days to appeal after a debit.
No quantified processing time is guaranteed, the terms mention a «reasonable time.» As for the refund, it arrives between 24 hours and 15 business days depending on the payment method. In the event of a rejection, a professional host from the European Economic Area has a formal appeal, then by external mediation.
And the deposit?
On Airbnb, most hosts are not allowed to request a security deposit the platform refers to AirCover. Only a few listings, notably those connected to management software, and hotels can display one. And the rule remains the same for everything else: no payments outside the platform.
Booking.com: damage deposit or damage program
Booking offers a choice between a security deposit that you collect yourself and a damage program managed by the platform. In both cases, one point is confirmed by the passenger conditions the claim for damages must be made within 14 days following the end of the stay, and Booking only charges the traveler with their consent.
Be careful not to confuse with partner liability insurance, provided by Booking: it covers up to €1,000,000 for third-party claims, for example an injured traveler or water damage at a neighbor's. It does not cover not damage caused to your own accommodation. Booking therefore does not offer an equivalent to AirCover.
Abritel and Vrbo: security deposit, or damage waiver paid by the traveler
On Abritel, you set up the arrangement yourself: card registered without charge, security deposit paid at booking, or Damage Protection Warranty purchased by the traveler from Generali, to be taken out at least 24 hours before arrival. It is offered at 59 $ for 1 500 $ of coverage, 89 $ for 3 000 $, and 119 $ for 5 000 $.
Visit the complaint period is once again 14 days after departure. After this period without a claim, the deposit is released.
What French law says
The Civil Code is more protective than people think. Article 1732 provides that the tenant is responsible for damage occurring during their enjoyment of the accommodation, unless they prove that it occurred without their fault. Article 1735 extends this liability to the persons accompanying them. In other words, the burden of proof rests on the traveler, not on you, once the damage is observed.
Regarding the security deposit, You can deduce the cost of repairs from it, and claim the remainder from the traveler if the retained sum is not enough. Normal wear and tear, however, remains your responsibility.
Your insurance: the last safety net
There does not exist no legal insurance obligation for a short-term rental property, but doing without it would be imprudent. Three levels exist: coverage of the building only, coverage extended to damage caused by the tenant and civil liability towards third parties, or restricted coverage with a waiver of recourse clause. Check that your contract clearly mentions seasonal rental.
On the traveler's side, most home insurance policies include a vacation rental guarantee, and your rental agreement may require the tenant to have insurance for their stay. Finally, a loss or damage happens quickly: the insurance code set a contractual deadline which cannot be less than 5 business days, reduced to 2 business days in the event of theft. A delay causes you to lose the guarantee only if the insurer proves that it has caused them prejudice.
The table of deadlines and protections
| Platform | Protection | Declaration deadline | Caution |
|---|---|---|---|
| Airbnb | AirCover: 3,000,000 $ property damage, 1,000,000 $ liability coverage | 14 days after departure, 30 days for the damage warranty | Forbidden for most hosts |
| Booking.com | Damage waiver or deposit; liability insurance €1,000,000 | 14 days after the end of the stay | At the host's discretion |
| Abritel and Vrbo | Insurance taken out by the traveler, from 1,500 to 5,000 $ | 14 days after departure | Host's choice |
What a concierge service changes concretely
Les dégradations dans son Airbnb se constatent d’autant plus vite que quelqu’un passe après chaque départ. Une conciergerie ne supprime pas le risque, mais elle raccourcit le délai entre le dégât et sa constatation, ce qui est précisément ce que réclament les plateformes. Avec notre service d’passenger welcome and departure, un état des lieux photographié est fait à chaque séjour, et notre équipe de maintenance lance la réparation sans attendre, pour que le voyageur suivant arrive dans un logement impeccable (réparations facturées à part). Ce qu’il faut suivre entre deux séjours est détaillé dans notre article sur l’intendance du logement. Les règles de la maison et les conditions de réservation, elles, restent les vôtres.
What about the security deposit with us?
Pour les réservations en direct et celles passées par Booking, nous demandons une caution par empreinte bancaire, avec Swikly : aucun montant n’est débité si le logement est rendu en état. Sur Airbnb, c’est la plateforme qui applique son propre dispositif de couverture des dommages, et la procédure passe par elle. Dans les deux cas, l’état des lieux photographié à l’entrée et à la sortie reste la meilleure protection. Les autres questions des propriétaires sont réunies dans notre Frequently Asked Questions.
OUR SERVICE
Reception and departure of travellers
Arrivée autonome en Sérénité, accueil en personne en Confort, état des lieux à chaque séjour, livret et kit de bienvenue : vos voyageurs sont attendus, votre logement est contrôlé.
Frequently asked questions
What is the deadline for reporting damage in an Airbnb?
Fourteen days after the traveler's departure to submit the claim to the Resolution Center, and thirty days after departure to submit the damage claim form if the traveler refuses to pay.
Does AirCover replace insurance?
No. Airbnb states in black and white that the guarantee does not replace the host's insurance. Wear and tear, natural disasters, and mold remain excluded, and your contract must mention short-term rentals.
Can I ask my guests for a security deposit?
On Airbnb, most hosts are not allowed to request one, except for a few listings connected to property management software. On Booking and Vrbo, you choose between a security deposit and a protection program.
Is a condition report mandatory for a seasonal rental?
No, but it is recommended. Without a condition report, the civil code presumes that the traveler received the accommodation in good condition, and it is up to you to provide proof to the contrary.
Is the traveler responsible for damage caused by their guests?
Yes. Article 1735 of the Civil Code makes the tenant responsible for damage caused by persons accompanying them.
Sources and updates
Article verified on September 22, 2026: AirCover and reimbursement requests, damage insurance policy terms, Booking.com damage policy, Abritel warnings, Service-Public fact sheets furnished holiday rental and furnished rental insurance, Article 1732 of the Civil Code.
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