What to do when you break something at an Airbnb

The gust of wind blew without warning in the middle of a hot, un-air-conditioned Parisian night, blasting through an open window and toppling a freestanding mirror in my Airbnb with a terrifying crash.

- Danial Adkison

Gingerly cleaning up the shards, I dreaded having to break the news to our hosts. Was the mirror a flea market purchase or a family treasure? In the morning, I messaged them via the Airbnb app, apologising and offering to pay for the damage. The reply: It was secondhand and not expensive. They generously let it go and I could relax.

Major damage is rare in Airbnbs. Globally, only about 0.03 per cent of the company’s reservations led to a property damage reimbursement of US$1,000 (S$1,300) or more in 2024, said Airbnb spokesman Javier Hernandez.

Still, accidents happen: Guests spill red wine on white carpets or knock vases off tables. If it happens to you, what do you do? Here are some tips to navigate the process and protect yourself.

TAKE PICTURES, KEEP RECEIPTS

Make it a habit to take photos as soon as you arrive. This will not only give you a nice way to remember your stay, but will also equip you with evidence of preexisting conditions. Use a free app like Timestamp Camera (available on Android and iOS) to put a time and date on some of the pictures.

“Focus on areas that get a lot of heavy use, like the living room and the kitchen,” wrote Mr Christopher Elliott, founder of consumer education organisation Elliott Advocacy, in an email. And, he suggested, immediately report any preexisting damage via Airbnb’s in-app messaging service.

Mr Elliott also recommended taking “after” photos as you leave and keeping those photos for at least a year, in case the host files a claim later.