Damage Report Response Templates

Hi {{guest_name}}, thanks for letting me know about the {{damage_description}} at {{property_name}}.

Can you tell me when it happened and what caused it? The more detail you can share—time, who was present, and any steps already taken—the better.

I’ll check in with the cleaner and get back to you with next steps. If you have any photos, please send them when you reply.

Thanks, {{your_name}}

Hi {{guest_name}}, I’m sorry to hear about the {{damage_description}}.

Could you please send clear photos from different angles and a close-up if possible? A quick video showing the area helps too—close-up plus context shots are ideal.

When you send them, include when it happened and whether it’s still usable. I’ll review and confirm the next steps after I see the photos.

Thanks, {{your_name}}

Hi {{guest_name}}, thanks for telling me about the {{damage_description}}.

To handle this fairly I’ll need to file through the Airbnb Resolution Center for reservation {{reservation_id}}. I’ll submit the photos and the cleaner’s report there so Airbnb can assist with the claim.

If you’d rather start the request yourself, you can use this link: {{resolution_center_link}}. If you want to discuss paying directly first, tell me and I’ll wait 24 hours before opening the claim.

Best, {{your_name}}

Hi {{guest_name}}, no worries—these things happen. Thanks for letting me know about the {{damage_description}}.

If it’s a small, replaceable item I can handle it without filing a claim. I’ll check with the cleaner and let you know the replacement or repair cost; if it’s minor I may cover it myself.

If you prefer that I open the Resolution Center, say the word and I’ll proceed. I appreciate you being upfront about this.

Thanks, {{your_name}}

Hi {{guest_name}}, my cleaner found a {{damage_description}} after your check-out on {{check_out_date}}.

Can you confirm whether this was present during your stay or if you know how it happened? I’m attaching/ will send photos and the cleaner’s notes shortly.

If I don’t hear back, I’ll file the report with photos through Airbnb so it’s documented—wanted to give you a chance to respond first.

Thanks, {{your_name}}

Hi {{guest_name}}, thanks for the heads-up about the {{damage_description}}.

Please send a photo and a brief note on how it happened. I’ll review and tell you the next steps within 24 hours.

Thanks, {{your_name}}