I am going to talk about the bad guest and good ones!
Incidents may happen.
With my guests, issues does not happen frequently, issues are exceptions. Fortunatelly!
@Barbara2543 I don't know how you charged the guest.If I have to charge, I take a picture of the thing that was damaged and send it along with the picture of the receipt for the amount of money I had to pay to repair what was broken. Or to replace what was broken. Meaning, I send it directly to the guest.
All that done by Airbnb messenger. In this way, Airbnb has proof of the fact if it is necessary.
I had to do it once and the guest did not decline to pay.
I have to say that I was not there when the guest left the property. I saw the damage some time after checkout.
I did not had to resort to Airbnb support.
He apologized for the damage. It was a broken lock.
I had a drunk guest from Canada that broke the sliding glass door of the shower box of one of my listing. Unfortunately he denied to pay. It was an old drunk troublemaker that cause more problems. I wrote a negative review to him. Before mine´s, he had only good reviews.
I have to say that, I have had many great guest from Canada. That one it was an exception.
Now, let me talk about the good ones. I have had very honest guests.
Some of them before checking out texted me to report that they broke a drinking glass or some bowl or dish. Some guests replaced it spountaneously.
Some offered to pay for the broken things before checking out. They could have hidden the little broken thing and not told me. However they were honest. I did not charged them.
I would not charge a honest and good guest for some insignificant damage.