Damage Reporting Between Guests: A Host's Guide for Malta

Airbnb's Host Damage Protection and Booking.com's damage deposit system both require evidence. Without timestamped photos showing the damage was not there before the guest and appeared after, your claim will be denied.

Your cleaning team is the first to enter after check-out. They are your frontline damage reporters.

• Stains: Carpet stains, mattress stains, sofa marks, wall marks. Photograph with something for scale (a coin, a pen)
• Breakages: Broken glasses, plates, furniture, fixtures. Keep broken items until the claim is resolved
• Missing items: Towels, pillows, remote controls, kitchen utensils. Check your inventory list
• Appliance damage: Scratched hobs, dented fridges, broken washing machine doors
• Excessive mess: While not technically "damage," extreme mess (food on walls, overflowing bins, cigarette burns) should be documented

1. Before-photos on arrival: Your cleaner photographs each room before touching anything. Timestamp is recorded in the photo metadata
2. Flag damage immediately: The cleaner sends you photos via WhatsApp or your PMS within minutes of discovery
3. Do not clean the damage first. Photograph it as found. A cleaned stain is harder to claim for than a fresh one
4. Written description: A brief note: "Red wine stain on master bedroom carpet, approx 30cm diameter, found at 10:15am on [date]"
5. After-photos: Once the clean is complete, photograph the same areas. This creates a complete before/during/after record

• You have 14 days from the guest's check-out to submit a claim through the Resolution Centre
• Attach all timestamped photos (before and after)
• Include repair/replacement cost estimates or receipts
• Keep your communication professional and factual. Emotional language weakens claims
• If the guest disputes, Airbnb reviews the evidence. Clear photos are usually decisive

Set these expectations with your cleaning service:

• Photograph every room before cleaning starts — every single turnover, not just when damage is found
• Report damage within 15 minutes of discovery. Time matters for claims
• Keep a running inventory. If a towel is missing, note it the same day
• Do not attempt repairs. Document and report; let the property manager decide

Our turnover teams include damage reporting as part of every clean. You get photos and a damage report after every single turnover.