What to do when an Airbnb guest leaves it dirty
Los Angeles hosts should take photos or video before cleaning when an Airbnb guest leaves the place dirty. Get a cleaning estimate or receipt, then file in the Resolution Center within 14 days of checkout. If the guest declines, pays only part, or does not respond within 24 hours, request host damage protection.
Start with a record of the condition, before any cleaning changes it.
What to do before and after the clean
- Document the mess with photos or video before cleaning starts.
- Get a cleaning estimate or keep the cleaning receipt to document the extra cost.
- File a reimbursement request in Airbnb’s Resolution Center within 14 days of the responsible guest’s checkout.
- Give the guest 24 hours to respond to the request.
- If the guest does not respond, pays only part, or declines, submit a request under host damage protection.
Source: Airbnb Help Center article 279, host damage protection. Airbnb’s policy can change. Check the article for current requirements before you file.
Which extra cleaning costs Airbnb covers
Airbnb lists these extra cleaning costs as covered under host damage protection:
- Removing stains left by guests or their invitees.
- Cleaning after pet accidents.
- Removing smoke odor.
- Cleaning required because of additional unapproved guests.
Airbnb reimburses only the part of the extra cleaning cost above the cleaning fee the host already charged. See Host Damage Protection Terms, section 6.3.6.
Normal check-out tasks, such as laundry, dishes, and trash removal, are not covered. Normal wear and tear is also excluded. Airbnb says host damage protection is not insurance.
How our before photos help
Ready Rental Cleaning takes before and after photos of every room and sends them to you after the clean. The before photos are taken when the crew walks in, so the condition the guest left is on record before anyone cleans it. Keep them with your request.
When a standard clean will not cover the work, compare a standard clean with a deep clean. If a property needs work beyond the standard clean, such as a deep clean after a party, you hear the number and approve it before the crew does it.
RRC’s cleaning exclusions include:
- Biohazards, blood, feces, or bodily fluids
- Permanent stains (anything that will not come out)
A cleaning cost being covered by Airbnb does not put that work within RRC’s scope. See the cleaning checklist and full exclusions before booking.
Our Superhost Guarantee
Superhost protected, or your next 3 cleans are FREE.
Read the Superhost Guarantee terms for eligibility and the claim process. For guest-caused extra cleaning costs, use the Airbnb reimbursement steps above.
Common Questions
Are guests responsible for cleaning Airbnb?
Normal check-out cleaning and extra cleaning caused by a guest are treated differently under Airbnb host damage protection. Laundry, dishes, and trash removal are normal check-out tasks and are not covered. Extra cleaning for guest stains, pet accidents, smoke odor, or additional unapproved guests is listed as covered. Under section 6.3.6 of the Host Damage Protection Terms, Airbnb reimburses only the part of the extra cleaning cost above the cleaning fee the host already charged.
What evidence should I collect before the cleaner starts?
Take photos or video of the condition before cleaning starts. Get a cleaning estimate or keep the receipt for the work. These are the types of documentation Airbnb lists for a reimbursement request.
How long do I have to ask for reimbursement?
File a reimbursement request in the Resolution Center within 14 days of the responsible guest's checkout. The guest then has 24 hours to respond. Check Airbnb Help Center article 279 for the current policy before filing.
What if the guest refuses to pay for extra cleaning?
If the guest declines, pays only part, or does not respond within 24 hours, you can submit a request under host damage protection. Keep your photos or video and your estimate or receipt with the request. Airbnb says host damage protection is not insurance.
Can I claim for normal wear and tear or routine cleaning?
Airbnb host damage protection does not cover normal wear and tear. It also excludes cleaning associated with normal check-out tasks, including laundry, dishes, and trash removal. Keep those tasks separate from the extra cleaning you are requesting reimbursement for.
Can you clean everything Airbnb lists as covered?
Airbnb coverage and our cleaning scope are separate. These are outside our scope: biohazards, blood, feces, or bodily fluids; permanent stains. If a property needs work beyond the standard clean, such as a deep clean after a party, you hear the number and approve it before the crew does it.
Get a quote for the cleaning you need
Document the condition first. Then request a cleaning quote so the work can be scoped before the crew starts.