How to submit a Damage claim

Modified on Thu, 04 Apr 2024 at 04:23 PM

Hosts are now able to process damages through our system, please note that any damages need to be processed within 48hours of check out & within 24hour during the stay. 

1 - You will need to log into your account > go to bookings > click on the booking that you are looking to report damages on > then click on help desk. Once you have selected help desk the page will look like the below.

2 - Then once in click on report an issue, it will then bring you to the below page. The House section will automatically fill out if there is only one house with that host on the booking, however if the booking has multiple houses on that booking there will be a drop down to select the property it relates to.

If there are issues in more than one house you will need to raise separate tickets for each house, you cannot select multiple houses on one ticket.

3 - You will then fill out the form using the drop downs/description boxes & uploading any images or videos that they have. You can also add more than one issue per house, as the host starts to fill it out there will be a button in green that states ‘add item’ (see second photo). Once all filled out you just then need to click submit.

4 - This will then be sent to our Support and service team to look over, they will then release this to the guest pending all information has been uploaded. 

5 - Once sent to the guest they will be able to immediately accept the cost, or they can dispute it. Then They/yourselves will  be able to message each other through the platform along with ourselves monitoring. So please keep an eye on your account for any responses from the guest. 

If we do not feel there is a resolution happening then we may contact you directly to discuss. You can also at any point click resolved on this by going into your account, and clicking the below 'Mark as Resolved'. 

6 - Once a resolution has been made any payments/invoices will be dealt with by ourselves, all payments by either the host or guest will need to be made within 5 working days.

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