Claims & risk
Claims & Review Resolution
Last updated October 2026
In short
When a guest damages your property or leaves a review that violates platform policy, Airbnb damage claims and review disputes come down to evidence and process. Lodging Gurus prepares damage claims and review disputes the way an operations team should: incident chronology, timestamped documentation, invoices and repair records, platform-policy mapping and owner-approved submission, then tracks the outcome and reports it.
What claims and review resolution is
This is a documentation and preparation service. Platforms decide claims; our job is to make sure your case reaches them complete, on time, policy-aligned and supported by evidence that was captured correctly at turnover.
Built for
- Hosts who've eaten damage costs because filing felt hopeless
- Owners without time to assemble evidence inside platform deadlines
- Managers wanting a consistent incident-to-claim pipeline
- Hosts facing reviews that breach platform content policies
Not the right fit
- Anyone seeking guaranteed payouts, platforms decide outcomes, not us
- Disputes aimed at burying fair negative feedback; we only dispute reviews on policy grounds
Exact scope
What we do, coordinate and leave with you on claims and reviews.
Clear boundaries are how trust survives month two. This is the working scope we put in writing.
| What | How it's handled | Notes |
|---|---|---|
| Incident documentation standards at turnover | Included | , |
| Evidence collection (photos, messages, checklists) | Included | , |
| Incident chronology preparation | Included | , |
| Invoice and repair-record assembly | Coordinated | vendors invoice you directly |
| Platform-policy review and claim mapping | Included | , |
| Claim submission | Owner approval required | , |
| Review dispute preparation (policy-based) | Included | , |
| Review dispute submission | Owner approval required | , |
| Outcome tracking and reporting | Included | , |
| Legal advice or court representation | Not provided | , |
Incident documentation standards at turnover
Included
Evidence collection (photos, messages, checklists)
Included
Incident chronology preparation
Included
Invoice and repair-record assembly
Coordinated
vendors invoice you directly
Platform-policy review and claim mapping
Included
Claim submission
Owner approval required
Review dispute preparation (policy-based)
Included
Review dispute submission
Owner approval required
Outcome tracking and reporting
Included
Legal advice or court representation
Not provided
How it runs
What happens once you hand over your claims and reviews.
Capture
Turnover checklists and photo standards mean evidence exists before you need it.
Chronology
We assemble a clean timeline: reservation, communications, discovery, documentation, costs.
Policy fit
The case is mapped against the platform's current policy so the submission speaks its language.
Your approval
You review the full pack and approve before anything is submitted.
Outcome
We track the decision, handle follow-up requests for information and log the result in your report.
Documented evidence
88% of damage claims approved, with zero retaliatory reviews
Damage was costing this host twice: once in repairs, again in claims that were filed late, thin or not at all. Lodging Gurus installed evidence capture at turnover, built each claim as a documented case, chronology, photos, invoices, policy mapping and submitted only with owner approval. 88% of submitted claims were approved and no claim triggered a retaliatory review during the engagement.
Read the full case study, methodology included- 88%
- claim approval rate
- 0%
- claim-related retaliation
Damage claims submitted with Lodging Gurus-prepared evidence · engagement period
Reviews following claim filings during the engagement · engagement period
Common questions
Claims & Review Resolution, answered.
No and you should be wary of anyone who says yes. Platforms decide claims. What we control is the completeness, timing and policy fit of the case they see, which our case study shows matters.
In the engagement documented in our claims case study, zero claim-related retaliatory reviews followed the filings. We can't promise that for every case, but evidence-first, policy-compliant process avoids the common triggers.
Often, and we go after every one that has a case. Each dispute is built on a primary rationale, the clearest breach of the platform's written review policy, backed by supplementary rationales so the platform has more than one reason to act. Platforms make the final call, so nobody can promise the outcome, but you miss 100% of the shots you don't take. We take every shot that has grounds, and we try our best on each one.
Approval at the decision points, vendor invoices when repairs happen and access to the listing's message history. Evidence capture is built into our turnover process.
