What should I do if a guest damages the property?

Renting out your accommodation is a private business and we understand that you may ask what to do if your accommodation or property is damaged or destroyed by a guest.

The vast majority of guests will abide by the rules of the accommodation during their stay. According to our statistics, it is very rare (only 1 in 5000) for a guest to damage an accommodation, and even if it does happen, it is more accidental than intentional.

Below, we offer some suggestions to help you minimize damage to your property and what to do if it happens:

How can you prevent guests from damaging your property?

Introduce guests to your stay

If you’ll be waiting for your guests in person when they arrive, show them your welcome, show them around your property, and share a little bit of your property’s history with them. If guests can clearly understand that this is your private residence, they will be more cautious than staying in a hotel. Even if you can’t meet in person, you can add host information to your property page on, or offer a welcome pack.

Set clear accommodation rules

Many problems can be avoided if guests have a clear understanding of what they can and cannot do during their stay. Backstage of the hotel, you can set up accommodation rules that specify whether pets are allowed, whether smoking is allowed, whether parties are allowed, how to control noise, and more.

If you have some special rules that cannot be set in the backstage of the hotel, you can print them out and place them in the accommodation, so that you can inform and remind your guests.

Know your insurance policy

While the odds of a guest damaging your property are extremely low, it’s wise to buy insurance just in case. Regular home insurance doesn’t necessarily cover short-term rentals to others, so it’s recommended that you contact your insurance company to find out if they cover such situations or if you need to purchase additional insurance.

Even if your insurance covers short-term rentals, there is usually a separate “deductible” for damage compensation, which means you have to pay for a certain amount and the insurance company pays the rest.

If you wish to avoid such risks, you can set up a damage deposit. However, we also remind you that setting a damage deposit may reduce the order volume and increase the order cancellation rate.

What should I do if a guest causes damage to your property?

While most guests are cautious when checking in, there are bound to be surprised. In this case, you have the following options:

Deduction of the damage deposit

If you have charged a damage deposit, and there is sufficient evidence that the guest caused damage to your property, you have the right to take the deposit.

Apply for an insurance claim

If your insurance covers damage to your accommodation, you can apply for a claim. Please contact your insurance company for details.

PLEASE NOTE: Any insurance claims made by you are at your own risk/limited by your claim thresholds and may adversely affect your benefits. Most insurance companies will require you to provide proof of damage to evaluate your claim. We recommend that you take photos and keep any evidence that is beneficial to your claim.

You can also report your loss through the Report Guest Misconduct feature under the ” Reservations ” section of the Extranet.

Important: This article is for informational purposes only and does not constitute any (legal) advice or warranty, and you do not derive any rights from this information. We recommend that you consult with your insurance broker, insurer, and legal advisor for further guidance and assistance in protecting your property and reducing damage, loss, and expenses.

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