You are home, the trip was good, and then a message arrives: the host says something was damaged during your stay. It is stressful, but it is usually solvable. The key is to stay factual and answer from a record, not from memory.
1. Do not answer in a hurry
Read the message, then wait until you can reply calmly. Being defensive or apologising for something you did not do both make it harder later. You have time to look at the facts first.
2. Ask for the details
Politely ask what was damaged, where, what it will cost and how that was worked out, and for photos. A fair claim comes with these; a vague one ("the flat needed extra cleaning") needs them before anyone can respond.
3. Compare with your own record
Look back at what you noted on arrival and at checkout, and at your messages with the host. If the issue is on your arrival record, with its time, that is the clearest answer there is. If it happened during your stay and you told the host at the time, say so and point to the message.
If you did not keep a record, gather what you can: photos from the trip that show the room, and anyone in your group who remembers.
4. Keep everything on the booking platform
Reply through the platform’s messaging and use its own process for damage requests if the host opens one. On Airbnb this happens through the Resolution Center, where you can accept, decline or respond to a request, and Airbnb can step in if you cannot agree. Check the platform’s current rules and deadlines, as they change.
Do not agree to pay outside the platform, and do not pay just to make it go away if you do not think it is fair.
5. If it was you
Accidents happen. If something did break, saying so plainly and agreeing a fair cost is usually quick. Ask for the receipt or quote, and check whether the amount matches the item rather than a full replacement of something already worn.
Next time
The strongest position in any of these conversations is a record made at the time: what you found on arrival, what happened during the stay, and what the place looked like when you left, each with its time. It takes a few minutes per stay, and it turns "your word against mine" into a quick look at the facts.