The five-minute post-checkout check that catches damage in time

Most damage disputes fail for one reason: nobody can say when it happened. A cracked mirror spotted a week after checkout could have been the last guest, the one before, or the cleaner. A short check at the start of every turnover fixes that. It takes five minutes and turns "I think it was them" into something you can actually show.

Check before cleaning, not after

The order matters. Once the cleaner has stripped the beds, wiped the surfaces and taken the rubbish out, the evidence is gone. A stain on a sheet is in the washing machine. A broken glass is in the bin. The walkthrough has to come first, before anything is touched.

That means it belongs at the very top of your cleaning checklist, as its own section, not tucked in at the end.

What to look at

Keep it short enough that it gets done every time. A walkthrough that takes twenty minutes will be skipped on busy days. A good list for most listings:

• Walls, doors and floors. Scuffs, holes, marks, anything wet.
• Furniture. Sofa, chairs, table, any broken or wobbly piece.
• Beds. Pull back the duvet and look at the sheet and protector before stripping.
• Kitchen. Hob, oven, and a count of anything guests often break, like glasses.
• Bathroom. Sink, toilet, shower screen, towels.
• Things that tend to go missing. Remotes, chargers, hairdryer, umbrellas.
• Signs of breaking the rules. Smoke smell, extra bedding used, pet hair.

Record it properly

If something's wrong, the cleaner should photograph it straight away. Good evidence has:

• A close-up showing the damage clearly.
• A wide shot showing where it is in the room.
• A timestamp. Phone photos usually carry one; sending them to you straight away adds another.

Ask for the photos before the cleaner fixes or cleans anything. If it's a stain they then treat, a before-and-after pair is even better, because it shows what it took to put right.

Report it quickly

Airbnb sets a time limit for damage claims, which has generally been 14 days after checkout or before the next guest arrives, whichever is sooner. Check the current terms, but don't wait for the deadline. A message to the guest on the same day, with photos and a fair cost, settles a lot of things without a formal claim.

Our post on what to do when a guest breaks something walks through the message and the Resolution Centre process. If the problem is mess rather than damage, guests left the place a mess covers what you can realistically ask for.

Have a "before" too

Damage claims are stronger when you can show the item was fine before the stay. You don't need a full inventory every turnover. A set of photos of each room taken at the end of a clean, saved by date, gives you a baseline. If a guest says "it was already like that", you can show it wasn't.

Don't confuse wear with damage

Not everything you find is a claim. A scuffed skirting board, a slightly bobbled throw, a glass that cracked in the dishwasher: these are the normal cost of hosting, and Airbnb's damage process isn't really designed for them. Chasing every small mark makes guests wary and wastes your time.

A rough rule: if it would have happened with careful normal use, it's wear. If it needed carelessness, an accident or breaking a rule, it's damage. Record both in the walkthrough so you know what's wearing out, but only pursue the second.

Brief your cleaner, and pay for the time

Your cleaner is the one doing this, so explain why it matters and what you need. If it adds five or ten minutes to every turnover, include that in what you pay them. A check that's done properly every time is worth far more than one that's rushed because nobody budgeted for it. Our guide to paying your cleaner covers how to price extra tasks like this.