Hi Mamedie,
It's unfortunate but not uncommon for Airbnb to reimburse less than the full amount through AirCover, especially if the documentation isn't thorough enough. The key to a successful claim is strong evidence—clear photos or videos of damages, receipts for additional cleaning, and copies of all communications with the guest. Ensuring that your house rules are explicitly clear and easy to reference in your claims can also help.
Persistence in follow-up with Airbnb support is often necessary, as some hosts have managed to get a better resolution by appealing initial decisions or requesting further reviews. Direct communication with Airbnb, emphasizing any overlooked details or providing additional documentation, can sometimes lead to a better outcome.
If the system for charging pet fees is manual, it might help to automate those charges within your listing to prevent guests from bypassing them in the future.
I hope this helps.
All the best,
Upfish Management