Airbnb Damage Claim Template: A Narrative Reviewers Take Seriously
Two hosts file the same claim: same broken TV, same receipt, same photos. One writes three paragraphs of calm facts; the other writes six paragraphs about how the guest lied and partying should be banned. The first claim is easy to approve. Reviewers process documentation, not grievances — here's the structure that works.
The five-part structure
- Reservation facts. Platform, property, reservation code, guest name, checkout date.
- Discovery. Who found the damage, when, and what exactly was found.
- Condition before. The evidence that the item was intact before this stay.
- Cost. What the repair/replacement costs, tied to a named receipt or estimate with its date.
- The request. One sentence: the amount and the attached evidence list.
Fill-in-the-blank template
This reimbursement request concerns [PLATFORM] reservation [CODE] at [PROPERTY NAME], with guest [GUEST NAME], who checked out on [DATE].
During checkout cleaning on [DATE], [WHO] found [SPECIFIC DAMAGE — what, where, extent]. The [ITEM] was intact and functional at the pre-arrival inspection on [DATE], as shown in the attached photos. [The guest did not report any incident during the stay. / The guest messaged on [DATE] saying: "[QUOTE]".]
[Repair/replacement] costs [AMOUNT], per the attached [estimate/invoice] from [BUSINESS NAME] dated [DATE], covering [WHAT THE QUOTE COVERS].
The requested reimbursement is [TOTAL]. Supporting evidence: [numbered list of attached files].
The language rules
- State facts you can evidence; skip the rest. "The screen was cracked at checkout" — not "the guest obviously smashed it."
- No emotion, no adjectives doing accusation work. Delete "shocking", "blatant", "disrespectful".
- Every number matches a document. If the invoice says $229.50, the narrative says $229.50.
- Dates everywhere. Checkout, discovery, receipt, estimate — dated facts read as verified facts.
- Short. Three or four paragraphs. Reviewers read dozens of these a day.
Worked example
See a complete narrative written in this style — with the evidence index it sits on top of — in our sample packet. If you'd rather not write it yourself, ClaimPack drafts a neutral narrative from your facts and evidence (and never invents anything), you edit it, and export the whole packet as a PDF. Before you file, double-check your deadline and run the evidence checklist.
Questions, answered
Can I use this template for a Booking.com or VRBO claim, not just Airbnb?
Yes — swap in the platform and reservation details wherever the template says [PLATFORM]. The same five-part structure (reservation facts, discovery, prior condition, cost, request) works whether you're filing through Airbnb's Resolution Center, VRBO's damage description field, or Booking.com's Extranet.
Does ClaimPack write the claim narrative for me?
ClaimPack drafts a neutral narrative from the facts, photos, and receipts you provide — it never invents details, and you review and edit the draft before exporting the packet. It can't guarantee a claim gets approved; no tool can.
Why do reviewers prefer a short, factual narrative over a detailed account of what happened?
A reviewer is checking whether the evidence supports the requested amount, not judging who is more upset. Short, dated statements that match a document are faster to verify than a long account full of adjectives and blame — that's why the structure above skips anything that isn't backed by a photo, receipt, or message.