Your guest has left the property and you realize that items are damaged or missing.
We strongly recommend that you configure a deposit. If no security deposit has been configured, it may be complicated to get compensation for any kind of damage.
If the booking was not made through Airbnb, you are managing the deposit yourself. You can keep part of the security deposit to cover for damage to the property or loss of items.
Please explain to your guest exactly how much and why you are keeping part of the deposit and provide valid documentation like invoices for repair or replacement. If you do this via email or Whatsapp, please put host@holidu.com in copy so that we are aware in case of questions from the guest or the channel.
Important!
If your guest has booked through Airbnb then the channel is managing the deposit (if configured). Your case might be covered by Airbnb’s host guarantee and in order to claim the guarantee or to involve Airbnb we need to react fast! We can open a deposit case with Airbnb until 14 days after the check-out or before another Airbnb guest checks in to the property, whichever happens first. In this case, please inform us right at check-out about damages sending us as many pictures as possible.
For an Airbnb deposit case, Airbnb will request:
pictures of the damage (different angles)
the approximate age of the item
the approximate cost for repair or replacement
links to online shops where the item is sold, or
invoices on letter head
Please be aware that Airbnb is very meticulous when it comes to claims towards the guest or Airbnb and that the claims can last a long time. We are constantly in contact with Airbnb defending your rights and we will let you know as soon as we have an update.