What to Do When Short-Term Rental Guests Deny Damaging Your Home: 3 Effective Solutions
BY MIKEL HUBBARD
FORMER HGTV PRODUCER | CO-FOUNDER, THE HOST CO |
OWNER, TIMES EIGHT PROPERTY & DESIGN
As a short-term rental host, encountering guests who deny damaging your property can be a frustrating and challenging situation. Here’s what we do!
Gather Evidence and Document Damage
When guests deny damaging your home, it's crucial to collect as much evidence as possible to support your claim. Here are some steps to take:
Conduct a thorough inspection: Immediately after the guests' departure, inspect the property meticulously. Take detailed photographs or videos of the damage, focusing on the affected areas and any items or furnishings involved.
Review Check-in and Check-out Procedures: Refer to your check-in and check-out procedures, including any inspection reports or documentation completed during these processes. If you notice discrepancies between the condition of the property at check-in and check-out, document them.
Preserve Communication Records: Gather any relevant communication with the guests regarding the damage, including messages or emails where they may have admitted to or mentioned the incident. This documentation can be valuable in resolving the dispute.
Seek Professional Opinions: If necessary, consult professional contractors or repair services to provide opinions on the cause of the damage and estimates for repairs. Their assessments can serve as additional evidence.
By compiling a comprehensive collection of evidence, you can strengthen your case and establish a solid foundation for resolving the dispute. So here’s what comes next:
Communicate Firmly and Clearly
Once you have gathered evidence, it's important to approach the situation with a firm and clear communication strategy. Here's how to handle the conversation:
Contact the Guests Promptly: Reach out to the guests via the Airbnb messaging system or email, politely explaining your concerns about the damage and providing a detailed description of the incident. Attach supporting evidence such as photos or videos.
State Your Expectations: Clearly communicate your expectations regarding the resolution of the issue. This may include requesting compensation for repairs or replacement costs, or asking for their cooperation in resolving the matter amicably. Generally, guests will comply and this is where the issue ends.
Be Professional and Respectful: Maintain a professional and respectful tone throughout the communication. Avoid becoming confrontational or accusatory, as this can escalate the situation. Keep the conversation focused on finding a fair resolution.
Give them the benefit of the doubt: I can’t tell you how many times I blamed a guest for something only to go to the home to realize this outcome was inevitable. They denied burning the side of my house with the grill! Oh wait, I haven’t cleaned the grill in three years so of course it was going to catch on fire. And if you start to get sarcastic, you’re guaranteed a bad review. What’s worth more? The $20 lamp you’re sure they broke or a scathing review that scares off 10 more guests from booking?
Set a Deadline: Provide a reasonable timeframe for the guests to respond to your communication and address the issue. Setting a deadline can help facilitate a timely resolution.
Involve Airbnb and Consider Mediation: If the guests continue to deny the damage or fail to respond, it may be necessary to involve Airbnb and consider mediation. Reach out to Airbnb's customer support team and provide them with all the evidence and documentation you have gathered. Explain the situation and request their assistance in resolving the dispute. Utilize Airbnb's Resolution Center to file a claim against the guests. This platform allows you to present your case, provide evidence, and request compensation for damages. In more complex cases, Airbnb offers mediation services to help hosts and guests reach a resolution. A neutral third party will facilitate the discussion and work towards a mutually agreeable outcome.
Dealing with guests who deny damaging your short-term rental property can be challenging, but by taking proactive measures, you can navigate these situations with confidence and ensure the long-term success of your short-term rental business.
MIKEL HUBBARD
is the co-founder of the Host Company. He's run a property management company in California’s high desert and has owned three Airbnbs since 2013 in Lake Tahoe, Joshua Tree and Death Valley. Mikel is a former HGTV producer and is the owner of Times Eight Property & Design, a real estate investment and interior design firm.