What to do when you find damage

Before you clean or repair anything, photograph it. A cleaner who tidies up before you’ve documented the damage can cost you the claim.

Don’t carry out repairs, beyond anything urgent, and don’t throw away damaged items. We may need to see them.

Do this before the property is cleaned or anyone starts work.

Walk the whole property, not just the room where you found the damage.
Photograph each damaged item from several angles.
Take wide shots showing where the item sits in the room, and close-ups showing the damage itself.
Find your before photos, the ones showing the property’s condition before the guest arrived.

Timestamped photos make your evidence more reliable, which usually means a faster decision. If your photos aren’t timestamped, submit them anyway.

For theft or deliberate damage, report it to the police and get a crime reference number. We need this to assess your claim.

Don’t carry out repairs, other than urgent work to stop further damage, loss or injury
Don’t throw away or replace damaged items
Don’t accept blame for the damage or offer the guest a settlement

If you need to make an urgent repair, photograph everything first.

You don’t need to chase your guest for money.

If you do contact them, keep it factual: tell them what you’ve found and ask what happened. Don’t suggest who’s responsible or discuss paying for it.

Keep a written record of anything they say. If a guest admits in writing that they caused the damage, send it to us with your claim.

Original purchase receipts for damaged items. If you don’t have them, photos, bank statements or links to the same item online
A repair invoice or quote on the repairer’s letterhead, itemised into parts and labour
Your crime reference number, for theft or malicious damage
Any written messages from your guest

You have 30 days from your guest’s checkout date to submit a claim. After that we can’t assess it.