What do you do when you find damages and/or theft after guests check out?
Requesting funds from guests for damages can be a timely and frustrating process, and can also lead to conflict in the case that the guest adamantly deny causing or being responsible for the damage they are being accused of. Or deny stealing (or unintentionally taking an item) from the property.
Always be polite and professional when communicating with guests, as accidents can happen (by respectful guests). You are still entitled to claim for accidental damage. It is your discretion, but for instance, if the guests have stayed for a while and the apartment was left in a very tidy and clean state, you may consider waiving the cost to repair minor accidental damage to maintain good relations.
To avoid unnecessary time wasting and frustration, we advise working through the following process with cleaning staff/property managers/inspectors/owners before beginning the claim process.
How to deal with DAMAGES?
1. Was the damage 100% not there prior to the stay of the guest being blamed?
2. Could the damage (caused during the guest stay) have happened due to lack of maintenance and upkeep (which is the responsibility of property manager/owner to identify and rectify before guest check in)?
3. Could the damage be caused by nature (ie. String winds, heavy rain)?
4. If you ascertain that the guest is fully responsible (and none of the above 3 points are relevant) you need to:
Clearly document the damage in writing and support with clear pictures of the damage. Explain that the guest will be responsible for covering cost of repairs. This email should be sent to the guest (as close to check out as possible and if possible before next guest checks in).
Get a quote from your handyman. An estimate based on photos/description is fine to start with (and can be amended once the quote is finalized on inspection/completion of job)
If possible, include the estimate/actual quote in the initial email to guest. But if there is a delay, send the email straight away mentioning cost still to be determined and will be notified by email as soon as you have it.
Depending on the circumstances, you might allow the guest to respond before making a fair decision on how to proceed/how much to claim. If necessary follow up with a call.
Once a decision is made, email the guest advising them on the payable amount or amount to be withheld from their security deposit.
How to deal with THEFT?
Was the item/items in question definitely in the property prior to the stay of the guests being blamed?
If you are 100% certain that the item/items have been taken, follow the steps below:
1. Find a photo of the item (or as close as possible), either of the actual item or on-line.
2. Determine the cost to replace item: Retrieve the receipt of the item (first option) or look online for the price. If either of these options are not possible you will need to provide an honest evaluation of the cost of the missing item. This needs to be sent to the guest as soon as possible.
3. Contact the guest straight away, attaching the picture of the missing item including where it was located in the property. If you can’t locate a photo, just provide a clear description of the item. Include the actual or estimate cost to replace item as well.
4. If the item (was small enough) to be taken accidentally, we advise calling the guest first, so they can check their belongings straight away. If located, advise them to return ASAP to avoid funds being held from the security deposit. * Check the date the funds will be released and if you are concerned that the item may not be returned by then, you can advise the guest that you will charge their card, and when the item is returned you will refund them.
5. If the item has definitely been taken and will not be returned, email the guest advising them on the amount they will need to pay/or be withheld from their security deposit. Check rules and procedure for the portal which they booked through.