If a guest leaves your Airbnb dirtier than normal wear and tear, document the mess with photos and video before any cleaning starts, then file a claim through Airbnb’s Resolution Center within 14 days of checkout. Airbnb distinguishes between routine mess (dishes in the sink, unmade beds) and excessive mess that requires extra time, labor, or supplies to fix. Only the latter is eligible for reimbursement.
Here’s how to handle it step by step, and how to keep one bad guest from turning into a canceled next booking.
Step 1: Document Before Anyone Touches the Property
Timestamped photos are the foundation of any successful claim. Capture wide shots of each room, then close-ups of specific problem areas: stained carpets, overflowing trash, spilled food, pet mess if pets weren’t approved.
If you use a cleaning service, ask the team to photograph the property before starting work, not after. Post-clean photos don’t support a damage or excessive-mess claim.
Step 2: Separate “Excessive Mess” From Normal Turnover
Airbnb’s policies are specific about what qualifies:
- Not eligible: unmade beds, used towels, normal food residue, standard trash
- Potentially eligible: overflowing garbage requiring special disposal, bodily fluids, extensive stains, pet waste from unapproved pets, biohazard-level mess
If the mess falls into the second category, note the extra time and materials your cleaning team needed compared to a standard turnover. That comparison becomes evidence for your reimbursement request.
Step 3: File Through the Resolution Center, Not a Review First
Submit your claim through Airbnb’s Resolution Center within 14 days of the guest’s checkout. Include your photos, an itemized cost breakdown (extra cleaning hours, disposal fees, replaced linens), and a brief factual description: no editorializing.
Filing the claim before leaving a public review keeps the process cleaner. Airbnb reps note that if a dispute is unresolved, mentioning it in a review before resolution can complicate mediation.
Step 4: Get the Property Turnover-Ready Without Cutting Corners
An excessively dirty checkout is exactly when hosts are most tempted to speed-clean for the next guest, and exactly when they shouldn’t. A rushed job on top of an already bad situation is how a one-star cleanliness review turns into two.
If you’re working with a same-day turnover window, communicate the situation to your cleaning team immediately so they can adjust their timeline or bring extra hands.
Step 5: Decide Whether to Charge the Guest Directly
You can also request a resolution directly with the guest through the platform for cleaning costs beyond your standard fee. Airbnb’s Aircover for Hosts may cover damage in more severe cases, but it’s not automatic: you still need documentation and a filed claim.
Preventing This From Happening Again
- Set clear house rules about pets, smoking, and maximum occupancy: vague rules are hard to enforce after the fact
- Use a security deposit or require Airbnb’s built-in damage protection to be active on your listing
- Screen guests where possible using Superhost or verified-ID filters
- Build buffer time between bookings when your calendar allows it, so a bad checkout doesn’t collide with a same-day turnover deadline
Hosts who’d rather not scramble to find extra hands after a bad checkout: Aloha Maids is trusted nationwide with 5-star ratings of over 2,000 positive reviews, with backup staffing ready for exactly this kind of same-day emergency turnover. Browse reviews from real customers, then get a quote today or book now to get help fast.
FAQs
Can I charge a guest extra if they leave my Airbnb a mess?
Yes, through Airbnb’s Resolution Center, if the mess exceeds normal wear and tear and required extra cleaning time or supplies beyond your standard fee.
How long do I have to report a guest for leaving my Airbnb dirty?
You have 14 days from checkout to file a claim through Airbnb’s Resolution Center.
Does Airbnb’s Aircover cover excessive cleaning costs?
Aircover for Hosts primarily covers damage, not routine excessive mess, though severe cases (biohazards, extensive stains) may qualify. Documentation is required either way.
Should I leave a bad review before or after filing a claim?
File your Resolution Center claim first. Reviews are public and permanent, while claims go through Airbnb’s internal mediation process.
What counts as “excessive mess” versus normal Airbnb checkout mess?
Normal mess includes unmade beds, dishes, and typical trash. Excessive mess includes things requiring specialized cleaning: bodily fluids, pet waste from unapproved pets, extensive stains, or biohazard conditions.