Airbnb disputes in Dubai: how to actually recover your deposit

Every property manager in Dubai has been there. You check out the apartment after a guest leaves and something is wrong: a broken fixture, a stained sofa, a missing appliance. You open Airbnb and start wondering what happens next.

The process exists. It is not perfect, but it works when you follow the right steps in the right order. This is what we apply at Medini Homes across our portfolio, and I want to walk you through it from documentation to resolution.

Documentation before the stay: your first line of defence

The claim you file after a guest leaves is only as strong as the evidence you gathered before they arrived. Pre-stay documentation is not optional. It is the foundation of every successful dispute, and the part most managers skip until they actually need it.

On the day of each check-in, record a full walkthrough video with timestamps visible on screen. Walk every room, open every cupboard, show the appliances working. This takes 10 to 15 minutes and is the most valuable investment you make in protecting your asset. Well-documented properties also convert better on listings, so the pre-stay kit serves double duty.

• Record a timestamped walkthrough video covering every room, surface, and working appliance
• Photograph serial numbers on all electronics, TVs, and sound equipment
• Capture walls, floors, mirrors, and upholstery under good lighting from multiple angles
• Upload everything to cloud storage immediately, with the booking reference and date in the file name
• Note any pre-existing damage in writing and send it to the guest via Airbnb messaging within the first two hours of their stay

That last point matters more than it seems. Sending the guest a message about pre-existing damage creates a timestamp inside the Airbnb system. It removes any later claim that the issue was already there when they arrived. Do it every single time, even for small things.

Filing through AirCover: the Resolution Center process

AirCover for Hosts covers guest-caused damage. But the claim does not file itself, and Airbnb reviewers are not investigators. They work from the evidence you provide. Your job is to make the before-and-after comparison impossible to argue with.

Open a request in the Resolution Center within 14 days of checkout, or before the next guest checks in, whichever comes first. Build your submission around specifics. "The 65-inch Samsung TV in the master bedroom has a cracked screen consistent with impact damage" lands differently than "TV is broken." Reviewers process dozens of claims. Precision earns attention.

Your submission package should include the pre-stay walkthrough video, post-checkout photos of each damaged item, and repair quotes or invoices from licensed contractors. Avoid handwritten estimates. They raise doubts you do not want during a review. Licensed contractor quotes carry weight because they are verifiable by any third party.

Your channel mix strategy directly affects how disputes are handled. Airbnb bookings go through AirCover. Direct bookings require a different approach, covered in the final section of this article. Keep that distinction clear when you are building your operations.

The 14-day rule: do not miss it

The deadline is firm. Airbnb closes claims submitted after 14 days from checkout, with very limited exceptions. If you manage multiple listings, this window can pass quickly during a busy rotation, especially in peak seasons when turnovers run daily.

At Medini Homes, we flag the checkout date at the time of booking and set an internal reminder at day 10. That buffer allows the team to collect quotes, document the damage properly, and write a clean submission rather than rush at the last minute.

If the guest disputes your claim, Airbnb may request a mediation step or ask for additional evidence. Respond within 24 to 48 hours. Slow responses on your side can be read as disengagement and affect how the case is resolved.

Serious damage: when to involve DET and Dubai Police

Some incidents go beyond a broken lamp. If you are dealing with vandalism, deliberate destruction, or damage that makes the property uninhabitable, two additional steps change the dynamic of your case entirely.

First, file a report with Dubai Police. The reference number adds legal weight to your claim and is often required by your building insurance provider before they will process anything. You can file at any police station or through the Dubai Police app, which covers most incident types online.

Second, flag the incident to the Department of Economy and Tourism. As the licensing authority for short-term rentals in Dubai, DET monitors operator complaints and can take action against guests who violate rental conditions. Filing a complaint creates a traceable record that strengthens your position if the dispute escalates beyond Airbnb's internal process.

Reserve these steps for situations where damage is significant or where deliberate intent is evident. A police report and a DET complaint add administrative weight, not just paperwork. When the cost of repair justifies the effort, file promptly and completely.

Direct bookings: charging damage via Stripe

If the booking came through your own website rather than a platform, AirCover does not apply. What protects you instead is a properly structured security deposit held through your payment processor from the moment the guest checks in.

At Medini Homes, we hold deposits as a pre-authorization on the guest's card via Stripe. When damage occurs, we release the hold in full or in part depending on the documented repair cost, then send the guest an itemized breakdown with the full evidence package. The pre-authorization model means no funds are captured unless there is an actual claim, which guests generally prefer.

Most guests accept a fair and documented charge. Those who dispute it give you a strong basis for a chargeback response with Stripe. Your timestamped video, post-checkout photos, and licensed contractor invoices become your reply to the card dispute. That documentation set is built to hold.

One condition is non-negotiable: your rental terms and conditions must be signed digitally at check-in, not handed on paper at the door. An electronic signature via DocuSign or an equivalent service is enforceable in the UAE and removes all ambiguity about what the guest accepted when they took the keys.