Filing a Damage Dispute (Guest)
If a host files a damage claim against you, your own check-in photos are your strongest defense — and if you think a claim is unfair, here's exactly how to respond and what happens next.
The evidence rule protects you first
This is the most important thing to know: if the damage a host reports is already visible in *your own pickup photos* from check-in, the claim against you is automatically rejected. The burden is on new evidence, not on you to prove something wasn't your fault. This is why the check-in photo wizard matters so much — see Guest Check-In: How To if you want a refresher on capturing thorough photos next time.
If a claim is filed against you
1. You'll be notified in-app as soon as the host files, with details of what's being claimed.
2. Carvia checks it against your check-in photos automatically. If the reported damage is visible there, the claim is rejected before it goes any further — you may not need to do anything at all.
3. If it's not immediately resolved by your photos, you'll be asked to submit your own evidence and a description of what happened (or didn't happen) from your side.
How to submit your evidence
- Go to the claim in your Trips tab and select Respond to Claim.
- Upload any photos or video you have — your check-in and check-out wizard photos are pulled in automatically, but you can add anything additional you captured during the trip.
- Write a clear, factual account of your side. Stick to what happened; specifics carry more weight than general pushback.
- Reference your in-app messages with the host if anything relevant was discussed during the trip — this is one of several reasons to keep all trip communication in-app. See Messaging Your Host.
The claims timeline
Every claim follows the same published schedule, whether it was filed by your host or you're disputing one:
| Step | Timeline |
|---|---|
| Acknowledgment | within 1 business day of the claim being filed |
| Initial determination | within 2 business days of all requested evidence being submitted |
| Final resolution | within 7 business days of all evidence being submitted |
| Appeal window | 5 business days from the decision |
| Appeal decision | within 5 business days of the appeal being submitted |
Appeals are reviewed by a different claims specialist than the one who made the original decision, so you're getting a genuinely fresh look, not a rubber stamp.
If you disagree with a claim's outcome
You can appeal within 5 business days of the decision. Go to the resolved claim in-app and select Appeal, then add any additional context or evidence you have. A different specialist reviews it, and you'll get a decision within 5 business days of submitting.
If you think a claim is unfair before it's even resolved
Say so, with specifics, as soon as you're asked to respond. It helps to point directly to the photo or timestamp that contradicts the claim rather than just stating disagreement — the more concrete your evidence, the faster and cleaner the resolution.
Filing in good faith never costs you
Whether you're disputing a claim filed against you or reporting damage you found on your own, responding honestly and in good faith never results in a fee or penalty — even if the process continues, or even if a claim is ultimately upheld against a host based on evidence you provided. Carvia doesn't fine people for participating in the claims process truthfully.