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.

🧭 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.

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)

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

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

🔥 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)

🟥 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.

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

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

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

🎯 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.

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