Airbnb guest stole items from the unit? We do not accuse first. We check within 24 hours of checkout, find the evidence and the right booking, deduct the real replacement cost from the deposit with photos, and for big losses such as a TV or a laptop we file a police report and a platform claim.
This article is for two readers: owners who want to know what happens to the things in their unit when something goes missing, and guests who want to know what counts as "taking" and what does not. It describes a type of incident that is common across the homestay industry. It is not the story of any particular guest of ours.
Why do items go missing from a homestay, and is it always theft?
No. Across the industry, the things that most often "go missing" are small: towels, hair dryers, aircon and TV remotes, chargers, adapters, cutlery, food containers, and access cards or keys. Most of it is not deliberate. There are four usual reasons:
- Packed by mistake. A white towel or a black charger goes into the guest's bag with their own things.
- Moved, not gone. The remote is in a bedroom drawer, the hair dryer under the sink, the cushion on the sofa.
- Already missing before that guest. It disappeared one or two turnovers earlier and was only noticed now.
- Actually taken. The rarest case, but it happens. Malaysian media reported a case in Shah Alam in January 2021 where a group of Airbnb guests left with a 42-inch TV, a PlayStation, a laptop and several other appliances, a loss the host put at over RM6,000 (SAYS, 18 January 2021).
That is why our first step is always "check", not "accuse". Wrongly accusing an honest guest costs more than a towel: a bad review, a platform dispute and sometimes a refund.
What do we do when something is missing after checkout?
In order:
- The cleaner reports it. During the post-checkout clean, the team checks the unit's fixed items. If something is missing, they photograph the spot where it should be.
- Search the unit first. Drawers, wardrobes, under the beds, the balcony, the bins. Many cases end here.
- Pin down the right booking. We compare with the previous turnover's record to see after which guest the item disappeared. Our system only lets a charge to a guest be linked to a booking that checked out within 7 days before the date the loss was discovered. Beyond that we cannot fairly blame anyone.
- Ask the guest politely. The first message is not an accusation: "We couldn't find the hair dryer after you checked out. Could it have gone into a bag by mistake?" Many guests simply return it or apologise.
- Log it as a damage job. Every loss is opened as a task with the discovery date and who pays: the guest, the owner or insurance. A charge to the guest cannot be saved without picking the booking.
- Deduct from the deposit or claim on the platform. See below.
How much can be deducted from the deposit, and what do we not deduct?
Our default deposit for direct bookings is RM200, and every deduction must come with photos. We deduct the real cost of replacing the item, not a fixed fine.
| Situation | Do we deduct? | Why |
|---|---|---|
| Fixed item missing, unit searched, before and after photos exist | Yes, real replacement cost | Clear evidence and a clear booking |
| Access card or key not returned | Yes, at the building management's replacement charge | The cost is set by the JMB/MC, not by us |
| Towels badly stained or ruined | Yes, replacement cost | Same as normal damage |
| Consumables (soap, shampoo, tissue) | No | They are there to be used |
| Item missing but no baseline photo | No | No proof it was there when the guest arrived |
| Loss found more than 7 days later | Not to the guest | Cannot be fairly linked |
| Loss larger than the deposit | Balance claimed via platform or police report | RM200 does not cover a TV |
If the guest disagrees, it follows the same path as any damage dispute, explained step by step in homestay deposit deduction for damage.
What if the guest booked on Airbnb or Booking.com?
For platform bookings we usually do not hold the deposit, so the claim goes through the platform itself.
| Platform | Steps | Deadline we work to |
|---|---|---|
| Airbnb | Request payment from the guest in the Resolution Center; if the guest declines or does not reply within 24 hours, escalate to Airbnb Support (AirCover for Hosts) | Within 14 days of checkout, or before the next guest checks in, whichever comes first |
| Booking.com | Report via "Report guest misconduct" in the extranet, with evidence | As soon as possible after checkout |
| Direct booking | Deduct from deposit with photos; balance claimed directly or via police report | Within 7 days (our system's limit) |
A third-party guide (Smoobu) notes that for Airbnb theft claims the evidence usually asked for is proof of ownership, receipts showing the item's value, and evidence that the guest was responsible. That is why we keep furniture and appliance receipts for every unit. We do not promise a platform claim will be approved: some are paid in full, some partly, some rejected.
When do we make a police report?
For a towel or a remote, a police report is not worth it. For a big or clearly deliberate loss, such as a TV, appliances, furniture, or a unit that has been stripped, we make a report at the nearest police station. A report helps in three ways:
- Platform and insurance claims are usually stronger with one.
- It is on record if the same person tries to book elsewhere.
- The owner has an official document for their own records.
We do not post guests' photos or names on social media. That can create legal problems, and we do not want to punish someone before there has been an investigation.
Who pays for what cannot be recovered?
This is the part owners need to hear clearly. If a loss cannot be tied to a specific booking, or it is bigger than the deposit and the platform does not pay, the cost is recorded as a unit expense with the owner as payer and it shows up in the monthly statement. We do not buy insurance on the owner's behalf, so if your unit has expensive items, your own home insurance is the real protection. We cover the options in homestay insurance for owners.
We cannot guarantee nothing will ever go missing. Across the more than 100 units we manage, small losses are part of the cost of running homestays, like towels wearing out.
How do we reduce the risk in the first place?
Prevention is cheaper than claims:
- eKYC and guest scores in buildings that support them, so we know who is coming in. See our three lines of defence.
- Baseline photos at every turnover, so there is a "before".
- Fewer expensive, portable items. TVs mounted on the wall, not on a table; no game consoles or pricey mini speakers.
- A short item list inside the unit, so guests know what belongs to the house.
- Receipts kept for every item, ready for a platform claim.
For guests: what can you take home?
Consumables such as small soaps, shampoo and coffee sachets are yours to take. Towels, blankets, hair dryers, remotes, kitchenware, adapters and access cards belong to the unit and must stay. If you packed something by mistake, message us. We would much rather you post it back or pay the real cost than open a dispute. Our check-out day guide has a short list for the morning you leave.
The takeaway for owners
Missing items will happen now and then. What matters is baseline photos, receipts, clear deadlines, and a management company that checks before it accuses. If you want to know how we protect your unit and how costs like these appear in your owner statement, talk to us here.