A broken sofa bed and nobody sure when
The next guest reports that the sofa bed is broken and there is a wine stain on the rug. The cleaner did not mention it. Was it the previous guest, the one before, or the current guest? There are no photos from the last changeover. You would like to claim through the channel or from the security deposit, but you have no evidence tying the damage to a booking, and the channel's claim window may already have passed.
The owner asks who is paying for the sofa bed. The answer, most of the time, is the owner or you.
Why damage claims fall apart
Claims need evidence that the damage happened during a specific stay: the property's condition before arrival and after departure, with dates. Changeovers are rushed, cleaners are paid per job and photographing every room is not part of the routine, so the evidence rarely exists.
Each channel also has its own claim process and time limits, and direct bookings rely on your deposit terms. Tracking those by hand across a season of changeovers is easy to lose.
What unclaimed damage costs
Repair and replacement costs fall to owners or to your agency, depending on your agreements, and owners notice when they keep paying for damage. Properties sit with broken items longer than they should, which leads to more complaints from later guests. And staff spend time arguing about damage without the evidence to settle it.
How we build the evidence and the claims file
We build a quick condition check into each changeover and a claims file that uses it. What you claim and from whom follows your terms and each channel's rules.
- Condition check: at each changeover, the cleaner's app prompts for photos of the key areas and items you set per property, such as sofas, rugs, kitchen surfaces and hot tub. Photos are timestamped and linked to the departing booking.
- Damage report: when the cleaner finds damage, they record it with photos and a note. The report is attached automatically to the booking that just departed.
- Comparison: previous changeover photos of the same area are shown alongside, so your team can see when the item was last in good condition.
- Claims file: a claim record tracks the booking, channel, the relevant claim deadline you have entered for that channel, repair quotes, correspondence and outcome.
- Owner update: owners are told about damage and the claim status, and any recovery is reflected on their statement.
- Repair job: a maintenance job is raised so the item is fixed before the next guest where possible.
| Evidence | Captured by | Used for |
|---|---|---|
| Pre-arrival photos | Cleaner at previous changeover | Proving the condition before the stay |
| Post-departure photos | Cleaner at this changeover | Showing the damage and when it was found |
| Booking link | Automatic from the schedule | Identifying the responsible stay |
| Repair quote or invoice | Maintenance job | Supporting the amount claimed |
After the change
When damage is found, your team has before and after photos and the booking already identified. Claims are made within the channel's time limits. Owners see that damage is being pursued, and repairs are booked promptly. Over time, you also see which properties and items are damaged most, which helps with owners' decisions on furnishings.
Is this how damage works at your agency?
- Damage is often reported by the next guest, not the cleaner.
- There are no photos of the property before each stay.
- Channel damage claims have been refused or missed the deadline.
- Owners regularly pay for damage caused by guests.
- You cannot tell which stay caused a particular problem.