Pet damage

[Anah241]

Hello, 

I have recently started managing my Airbnb that’s been going for two years.  I started allowing pets recently with a fee. Recent guests had a large dog that left significant scratches on my windowsill. 
I assume the pet fee is for the additional cleaning and minor wear and tear, not damage that requires repairs. 
I’m looking for advice in what to do here? 
thanks and Merry Christmas! 
Anah 

[Patricia2526]

Hi @Anah241 

Sorry to hear about that but you can submit a request via the Resolution Center within required timeframes if damage occurs with photos, receipts, and documentation.

[Snehal1]

Hi Ana,
You’re correct in your understanding. The pet fee is intended to cover additional cleaning and normal wear, not actual damage that requires repair or replacement.

For scratches like the ones you’re describing on a windowsill, the right approach is to:

1. Document the damage immediately
   Take clear photos and, if possible, “before” photos from your listing or past turnovers.

2. Request reimbursement through the Resolution Center
   Submit the claim within 14 days of checkout (or before the next guest checks in).
   Get a repair estimate or invoice if available—Airbnb usually asks for this.

3. Message the guest politely first
   Something factual works best, for example:
   “After checkout we noticed scratches on the windowsill consistent with pet damage. I’ve submitted a request through Airbnb for the repair so everything stays documented on the platform.”

4. Escalate to Airbnb if needed
   If the guest declines or doesn’t respond, Airbnb may cover it under AirCover for Hosts, provided you’ve followed the steps and timelines.

Going forward, many hosts also:

• Specify in house rules that pet owners are responsible for any damage beyond normal cleaning

• Add pet restrictions (size, crate when unattended, no pets on window ledges/furniture, etc.)

• Do a quick post-checkout inspection when pets stay

Allowing pets can be great for bookings, but protecting yourself with clear rules and documentation makes all the difference.

Hope that helps—and Merry Christmas to you as well! 🎄

[Renee771]

I had a recent guest stay with a dog. The booker, who did not stay, booked for his employees. He said they would have a crate for the dog. And sure thing, the dog destroyed back yard. Tore up hoses, urine stains on lawn, holes everywhere…

Guests did not respond initially until I started sending messages through Airbnb and even escalated to Resolutions. 

That is no good either. 

so, as a hosts, super hosts, in fact, how is this unresolvable?

We open our homes for people and they take advantage?! 

Guest negligence in not following rules…but we don’t get any respect in return? 

[Elisa]

Hi @Anah241 😊, 

I’m sorry about this situation.

Have you been able to follow our host’s suggestion and submit a request?

Don’t hesitate to let me know if you need more help with this.

[Greystone0 · Accepted solution]

Hi @Anah241  - here's some thoughts from our end:

- we've seen the same issue: dog nail scratches on doors, door frames and window sills. 

- we did not take this into account when we initially started taking dogs and so we were surprised that this was even happening.

- we are handy and fixed each door, door frame and window sill. In our case it was just a lot of sanding, repainting or refinishing. 

- we now say in our dog rules that any damage to doors, door frames or window sills will be charged to the guest for "XX" - and we make sure that we review our doors and door frames after each dog so that we don't accidently get confused about which dog. On our end, getting our crew to carefully go thru looking for this damage has proven problematic, it's a big space and they have important cleaning tasks to get to, so I'd almost need separate person to do this detailed walk thru.

- in practice, we haven't 'charged' a guest. But putting this in writing has really helped from a practical standpoint. Guests just don't realize the consequences of the damage a dog can cause. 

Good luck!