Full guide: immediate action, special cases, procedures, and how to prevent it happening again

Over 95 % of Airbnb stays go off without a hitch.
But when a dispute serious damage to property, dangerous behaviour, theft, squatting - it's essential to know what to look out for. what to do immediately, who can help, and how to prevent it from happening again.

This guide offers you a simple, effective and clear method for dealing with every situation.

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🧭 Understanding the 4 types of serious disputes.

Airbnb disputes are handled differently depending on their nature.

There are 4 categories:

1. Major property damage
2. Dangerous or disrespectful behaviour
3. Criminal litigation (theft, wilful damage, threats)
4. Squatter / refusal to vacate

Each category has its own procedure.

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1️⃣ CASE 1 - Major property damage

(Destroyed furniture, leak, fire, broken appliances, water damage, etc.)

👉 1. Diagnose in seconds

• Is the damage visible?
• Is it the traveller's fault?
• Or a feature of the property (breakdown, obsolescence)?

👉 2. Secure immediately

• turn off the water in the event of a leak
• turn off the electricity if there is a risk
• isolate the damaged area
• ventilate in case of smoke

The goal: prevent the damage from getting worse.

👉 3. Document like a professional

Airbnb does not compensate never without evidence.

Take :

• clear, dated photos
• videos showing the context
• before/after if available
• list of affected objects

👉 4. Declaring actual cause

✔ If the traveller is responsible

• open an Airbnb folder (AirCover) within 72 hours
• provide all evidence immediately
• if booking direct: contact the traveller's home insurance (holiday cover)

✔ If the accommodation is involved (dilapidated condition)

• declaration to the PNO (homeowner's insurance)
• it covers the leak, faulty installation, etc.

👉 5. Which solution should be applied?

• small breakage → deposit
• average damage → Airbnb AirCover
• major damage → homeowner's insurance (PNO)

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2️⃣ CASE 2 - Dangerous or disrespectful behaviour

(Parties, nuisance, light squatting, failure to comply with rules, etc.)

👉 1. Quickly assess the situation

• Does the traveller cooperate?
• Is there any immediate danger?
• Are neighbours affected?

👉 2. Contact the traveller

A firm but calm message.
In 50 % of cases, the situation is resolved immediately.

👉 3. intervene if necessary

Physical presence (or that of your concierge):

• soothes
• shows that
• avoids escalation

👉 4. Contacting Airbnb: what they manage well

When it comes to problematic behaviour, Airbnb is more efficient than material damage.

Airbnb can :

• call the passenger directly
• cancel the rest of your stay
• ask the traveller to leave
• block your account if necessary
• authorise additional cleaning costs
• cover minor party-related damage

Airbnb is often on the host side, if you have :

• evidence
• messages
• clear house rules
• complaints from neighbours

👉 5. Proving nuisance

• sound videos
• photos
• messages from neighbours
• exchanges with the traveller

👉 6. Use the deposit

For :

• exceptional cleaning
• damaged linen
• broken furniture

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3️⃣ CASE 3 - Criminal litigation

(Theft, wilful damage, threats, breaking and entering)

These cases are rare but must be treated immediately.

👉 1. Making your home more secure

• change the key box code
• close all exits
• shut down sensitive systems
• prevent access

👉 2. Taking evidence

Like a mini “statement”:

• detailed photos
• videos
• before/after inventory
• purchase invoices if available
• testimonials from neighbours

👉 3. Declare to Airbnb

These files are sent to the Trust & Safety, specialising in serious cases.

👉 4. Making a complaint

It's essential.
Even for a small stolen item, the complaint :

• lends credibility to the case
• sometimes allows Airbnb to be reimbursed
• is required for voluntary cases

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🔥 Special cases (the most sensitive)

🟥 1. Theft without breaking and entering

(the traveller had normal access and takes an object with him)

❗ What you need to know

No insurance covers this case.
But you are not without recourse.

✔ Exact procedure:

1. Essential evidence

• before/after inventory
• photos
• proof that no one else entered

2. Filing a complaint
This is essential if Airbnb is to take the case seriously.

3. Wording to be sent to Airbnb :

“The traveller had exclusive access to the accommodation. The object present on arrival disappeared on departure. No other person had access to the accommodation. Complaint lodged - PV attached.”

4. Deposit
For small items (linen, crockery).

✔ Realistic result

• Small thefts → deposit
• Clear“ objects → AirCover sometimes
• Major theft → police + Airbnb (rare)

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🟥 2. Deliberate damage

(Deliberate hole, tag, piece of furniture broken on purpose)

❗ What you need to know

Intentional acts are rarely insured.
But Airbnb can refund if the file is solid.

✔ Procedure:

1. Document as a statement of fact

• close-ups
• videos
• precise descriptions

2. Mandatory complaint

3. Airbnb wording :

“The damage is clearly intentional - complaint lodged. Evidence attached. Claim for compensation for wilful damage.”

4. Deposit
Useful as a supplement.

5. For major damage → PNO
For structural damage.

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4️⃣ CASE 4 - Squatter / refusal to vacate the premises

(The stay is over, but the traveller remains)

This is the most stressful situation, but it has a clear procedure.

👉 1. DO NOT make a legal error

Do not :

• forced entry
• put your stuff outside
• turn off water/electricity
• change the lock while the traveller is inside

➡ Legal risk for the owner.

👉 2. Tracking everything on Airbnb

• remind you of the official end time
• signal that the traveller remains
• refuse any “cash off platform” proposal”

Airbnb messages = legal evidence.

👉 3. Report to Airbnb immediately

Airbnb can :

• call the traveller
• cancel the holiday
• request immediate departure
• block your account
• guide you legally

👉 4. in France: “occupation without right or title”.”

If the traveller really refuses to leave :

1. Report (photos / video)
2. Filing a complaint for illegal occupation
3. Contact ADIL / lawyer
4. Legal procedure if necessary

These are very rare cases, but they are regulated by law.

👉 5. Role of the concierge

• Airbnb contact management
• evidence gathering
• on-site intervention
• legal support (guidance)
• securing the premises as soon as they are vacated

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5️⃣ How can these situations be prevented from recurring?

(Prevention = 90 % of tranquillity)

✔ Check traveller profiles

✔ Demand clear rules

✔ Communicating before the trip

✔ Have a complete inventory

✔ Manage entries and exits

✔ Check the accommodation after each stay

✔ Regularly maintain the home

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6️⃣ How a concierge service really helps

A serious concierge service to help you:

Before

• passenger screening
• inventory
• rules
• communication

For

• rapid intervention
• Airbnb management
• documentation
• mediation
• securing

After

• insurance follow-up
• assistance with filing a complaint
• repairs
• prevention for future holidays

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🎯 Conclusion

Even the most serious disputes can be managed effectively if the right steps are taken:
secure, document, declare, choose the right procedure, and prevent for the future.

With serious management, the vast majority of these situations can be avoided.

(PNO, traveller's insurance, Airbnb AirCover, deposit... simply explained)

Renting accommodation on a seasonal basis or on Airbnb very quickly raises an essential question:

👉 “If a passenger damages something, who pays? And what does insurance really cover?”

Between the PNO, the traveller's home insurance, AirCover, Booking or the deposit, it's hard to find your way around.

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1️⃣ Homeowner's insurance: PNO (Propriétaire Non Occupant)

It is the most important insurance for owners of holiday lets.
It covers the home when it is rented, vacant or occupied by someone else.

✔️ What a PNO covers

• water damage
• fire, explosion
• defects in the property (old appliances, faulty electrical installation, etc.)
• damage to neighbours
• burglary (⚠️ not theft by tenant)
• outdoor vandalism
• owner's civil liability

❌ What the PNO does not cover

• theft committed by the traveller
• deliberate damage
• linen, crockery, decoration
• a little everyday breakage (see deposit)
• damage caused by the tenant (covered by their insurance)

👉 This is the insurance that protects the dwelling itself.

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2️⃣ Traveller's insurance: “holiday” insurance”

Most home insurance policies also cover holidays.
This is known as holiday guarantee.

It covers accidental damage caused by the traveller.

✔️ What travel insurance covers

• fire started by mistake
• water damage caused by mishandling
• furniture broken by accident
• unintentional staining or damage
• damage caused to neighbours (e.g. leakage to the flat below)

❌ What the holiday does not cover

• theft committed by the traveller
• deliberate damage
• normal wear and tear or defects in the dwelling
• leaks from old appliances
• electrical installation problem

👉 It is the insurance that covers the traveller's liability, not the accommodation.

🔍 IMPORTANT :

The resort works whatever the channel (Airbnb, direct, Booking...),
but certificates can only be requested for direct bookings.

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3️⃣ Airbnb AirCover: useful, but clearly limited

Airbnb highlights AirCover, presented as protection “up to 3 million”.

But be careful:
➡️ This is not insurance.
➡️ Airbnb can accept... or refuse according to its own rules.
➡️ No legal recourse.

✔️ AirCover works well for :

• damaged bedding
• small broken items
• very dirty cleaning
• obvious damage

❌ AirCover works very poorly for :

• theft by the traveller
• major damage
• structural damage (leaks, electricity, obsolescence)
• unbilled items
• deliberate damage
• “normal wear and tear” (a word much used to refuse)

👉 AirCover = a little extra, not at all a reliable insurance system.

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4️⃣ Booking: no insurance included

Booking does not provide no cover for homeowners.

If there is a problem, management is based on :

• the PNO
• the deposit
• discussion with the traveller

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5️⃣ The deposit: essential for minor breakages

The deposit is the practical addition insurance.
It covers :

✔️ Minor breakage or loss

• tableware
• glasses
• missing linen
• small decorative element
• abnormally dirty household

❌ The deposit never covers

• extensive damage
• major losses
• major theft
• housing damage
• fire / water damage

👉 It is only used for immediate costs, uninsurable.

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6️⃣ Clear table: who covers what?

Situation	Travel insurance	Owner's PNO	Airbnb AirCover	Deposit
Furniture broken by accident	✔️	❌	⚠️ possible	✔️
Very dirty cleaning	❌	❌	❌	✔️
Missing linen / broken crockery	❌	❌	❌	✔️
Leak linked to an old appliance	❌	✔️	❌	❌
Fire caused by the passenger	✔️	✔️ supplement	⚠️	❌
Appliances damaged by obsolescence	❌	✔️	❌	❌
Theft by the traveller	❌	❌ (excluding break-ins)	⚠️ very rare	❌
Deliberate damage	❌	❌	⚠️ rare	❌

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7️⃣ What about CLM's RC Pro?

CLM's professional liability policy does not cover the traveller's actions, but it does cover professional errors :

✔️ Covered by CLM

• door not properly closed by an agent
• window left open
• key box code not changed
• lost keys
• failure to comply with entry/exit protocol

❌ Not covered

• theft or breakage by the traveller
• damage caused by the traveller
• home-related claims

👉 CLM protects against its own mistakes, never the traveller's.

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8️⃣ The best protection package for homeowners

To be truly covered, you need to combine :

✔ Home insurance (PNO solid)

✔ Traveller's insurance (operated directly)

✔ Suitable deposit

✔ AirCover in addition (Airbnb only)

✔ Rigorous checks after each stay

✔ Concierge services covered by professional liability insurance

✔ A precise inventory + photos

That's what CLM is doing to make homeowners feel more secure.

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🎯 To sum up

Even if no system covers everything, the combination of PNO + traveller's insurance + deposit + AirCover (for Airbnb) + CLM check covers almost all risks seasonal rental.

And for the rest (deliberate theft, bad faith, risky behaviour),
CLM screens, secures and supervises travellers to minimise disputes.

Element	What's it for?	Reliability?	Actual coverage
PNO	Damage to dwelling, landlord's liability	⭐⭐⭐⭐⭐	Indispensable
Tenant / holiday insurance	Damage caused by the tenant	⭐⭐⭐⭐	Very useful
AirCover	Airbnb's way of reassuring	⭐⭐✩✩✩	Partial coverage, non-contractual
Deposit	Minor damage, cleaning, laundry	⭐⭐⭐	Practical complement

Vous êtes propriétaire d’un logement en location saisonnière sur la Côte de Beauté ?
Vous cherchez une conciergerie fiable pour gérer vos arrivées et départs ?
Une des premières questions à se poser est : faut-il opter pour une boîte à clé ou une remise en main propre ?

At CLM - Conciergerie Locative de Meschers, nous avons choisi la remise en main propre, et voici pourquoi.
Ce choix, souvent négligé, peut avoir un impact majeur sur la sécurité de votre bien, votre tranquillité d’esprit et même sur votre couverture légale.

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⚖️ 1. Deux méthodes, deux philosophies

🏠 Boîte à clés : la simplicité… mais à risque

Une boîte à clés est un petit coffre fixé à l’extérieur du logement, dans lequel on laisse les clés à disposition des voyageurs.
C’est pratique, surtout pour les arrivées tardives, mais cela revient à donner accès à votre bien sans contrôle humain.

Les problèmes fréquents :

• Code partagé entre voyageurs (amis, proches, sous-location).
• Impossibilité de vérifier le nombre de personnes arrivant réellement.
• Risque de vol ou de squat si le code circule ou si la boîte est forcée.
• Pose souvent interdite sur l’espace public (façade, grille, muret).

Certaines communes ont même commencé à interdire les boîtes à clés pour raisons de sécurité et d’urbanisme.
👉 TF1 Info – Boîtes à clés interdites dans certaines villes

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🤝 Remise en main propre : la méthode sûre et humaine

Avec une remise en main propre, un représentant de la conciergerie accueille les voyageurs, vérifie les identités, remet les clés et effectue un rapide état des lieux.
C’est la méthode privilégiée par CLM - Conciergerie Locative de Meschers, car elle garantit :

• ✅ un accueil chaleureux et professionnel,
• ✅ un contrôle d’identité réel,
• ✅ une vérification du nombre de voyageurs,
• ✅ la prévention des abus (sur-occupation, nuisances, etc.),
• ✅ une sécurisation juridique en cas de litige.

En bref, vous gardez la maîtrise de qui entre chez vous.

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🚨 2. Le vrai risque des boîtes à clés : le squat déguisé

On parle souvent de “squat” pour désigner une intrusion illégale dans un logement vide.
Mais un locataire saisonnier entré avec autorisation peut aussi refuser de partir à la fin du séjour.
👉 C’est là que la loi anti-squat (n° 2023-668 du 27 juillet 2023) atteint ses limites.

⚖️ Ce que dit la loi

• La nouvelle loi permet une expulsion accélérée des squatteurs sans droit ni titre (intrusion).
• Mais si la personne est entrée avec un titre légitime (contrat de location, réservation Airbnb), elle n’est pas considérée comme squatteur au sens pénal.
• Dans ce cas, le propriétaire doit passer par une procédure civile classique, souvent longue.

👉 Lire l’analyse sur Montpellier Immo9
👉 Explication sur The Clearway Group

En résumé : si un voyageur entre avec un code de boîte à clé et refuse de partir, la procédure devient complexe.
Avec une remise en main, la situation est bien mieux encadrée (preuve de départ, contrat signé, état des lieux, etc.).

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🧭 3. Choisir une conciergerie : les bons critères

Si vous déléguez la gestion à une conciergerie, assurez-vous qu’elle :

1. ✅ Pratique la remise en main propre ou à minima un check-in contrôlé,
2. ✅ Dispose d’un registre de voyageurs conforme aux obligations,
3. ✅ Fournit un contrat clair entre vous, le locataire et la conciergerie,
4. ✅ Possède une assurance responsabilité professionnelle,
5. ✅ Sait gérer les urgences (perte de clé, départ anticipé, incident).

C’est exactement l’approche de CLM - Conciergerie Locative de Meschers, qui agit comme votre relais local :
→ accueil personnalisé,
→ contrôle des entrées/sorties,
→ sécurité juridique et matérielle,
→ assistance complète pour vous comme pour vos voyageurs.

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🔒 4. Comparatif rapide

Critère	Boîte à clés	Remise en main propre (CLM)
Sécurité	🔴 Code partageable	🟢 Contrôle direct
Respect du contrat	🔴 Peu de vérification	🟢 Contrôle systématique
Risque squat	🔴 Plus élevé	🟢 Fortement réduit
Relation client	⚪️ impersonnelle	🟢 humaine et locale
Image du logement	⚪️ standard	🟢 haut de gamme
Conformité légale	🔴 parfois limite	🟢 totale (preuve de remise)

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💬 5. Notre position chez CLM

At CLM - Conciergerie Locative de Meschers, nous préférons prévenir plutôt que guérir.
La remise en main propre, c’est un moment d’accueil, de confiance et de contrôle qui protège à la fois le propriétaire, le bien et les voyageurs.

En choisissant CLM, vous bénéficiez :

• d’une remise en main systématique,
• d’un check-in rigoureux,
• d’un suivi humain et local,
• et d’une tranquillité d’esprit qu’aucune boîte à clé ne peut offrir.

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🚀 Conclusion

Choisir la bonne conciergerie, ce n’est pas seulement une question de confort — c’est un choix de sécurité et de confiance.
La boîte à clés simplifie, mais expose.
La remise en main, elle, protège et valorise votre bien.

Sur la Côte de Beauté, CLM - Conciergerie Locative de Meschers se distingue par son approche humaine, rigoureuse et conforme à la législation.
👉 Propriétaire ? Contactez-nous pour découvrir comment notre méthode de remise en main peut sécuriser vos locations tout en améliorant l’expérience de vos voyageurs.