A cracked mirror, red wine spilt on a rug, a cupboard door pulled off its hinges: most stays go smoothly, but on the day an incident happens, what matters is having evidence and acting fast. If a guest damages something, our team builds the file with you, sends it to the platform and sees it to the end.
It all starts with the condition report
At every turnover, Laura and Hannah’s team photographs the flat before arrival and after departure. These dated photos are the basis for everything else: without them, it is hard to show what changed during a stay. This is especially useful in flats in the 9th, which often have old and delicate features: parquet floors, marble fireplaces, mouldings, original doors.
Our steps once damage is spotted
- Photo evidence, room by room, as soon as the guest leaves
- Immediate report to the owner, with a first assessment
- Getting in touch with the guest through the booking’s messaging
- Request sent to the platform without missing its deadlines
- Follow-up of the case and answers to requests for documents
- Repair or replacement arranged, with your agreement
What depends on the platforms
Airbnb, Booking and the other sites each run a scheme for hosts, and they alone set its rules. We decide neither the outcome of a claim nor its amount. Our part is to assemble a clear and thorough file, meet the deadlines and chase until there is an answer.
You are kept informed at every stage
Each time the case moves forward, you get a clear update: what was sent, what the platform replied, what remains to be done. No repair decision is made without your agreement.
Preventing rather than repairing
Clear house rules, a guide explaining how the equipment works and a careful welcome already reduce the risks a great deal. That is the point of entrusting check-in and check-out and the digital welcome book to the same team.
This support is part of our offer for owners in the 9th. A question about a specific case? Write to Laura and Hannah or estimate your income first.
Frequently asked questions
Who reports the damage to the platform?
We prepare and send the claim with you, with photos and descriptions, within the deadlines set by the platform.
Will I definitely be compensated?
No, and nobody can promise that: the decision belongs to the platform, under its own terms. We make sure your file is complete and followed up.
Who arranges the repair?
We can arrange it for you, once you have agreed to the chosen solution.
