People. Companies. A more informed tomorrow.
RRSource helps you see the bigger picture — real experiences, verified information and what happened after the job.
Most damage claims are won or lost in the first day after checkout. Here is exactly what to do, in order, when you find damage after the guest has gone.
You open the door after checkout and something is wrong: a cracked tabletop, a stained sofa, a missing lamp. The guest has already left, and possibly already left a five-star review. What happens next depends almost entirely on how quickly and carefully you act. Many booking platforms set short windows for reporting damage — often counted from checkout or before the next guest arrives — so time matters.
A claim is only as strong as your proof of the condition before the stay. Find your pre-arrival photos, the previous turnover checklist or your cleaner's report. If you have none, say so honestly — and start photographing every turnover from now on.
Keep the message factual and calm. Describe what you found, attach photos, state that you are obtaining repair costs and invite their response. Avoid accusations about intent — accidents happen, and many guests will simply offer to pay.
"Hi, after your checkout today we found a crack across the glass coffee table (photos attached). It was intact before your stay (photo from our pre-arrival check attached). We are getting a repair quote and will share it. Please let us know if you can tell us what happened."
Ask them to explain, and consider whether anyone else could have caused it. Present your before-and-after evidence, the timeline and the costs to the platform. If the platform process ends without resolution, small claims processes are available in many places, but the costs and effort should be weighed against the amount involved.
Platform reviews rarely show how a damage dispute ended. On RRSource, a report sits alongside the evidence, the guest's response and the Resolution, so both a careful host and a guest who paid promptly are recognised. For broader prevention, read how to screen short-term rental guests and what hosts can do about guest damage.
Platform policies, deposit rules and small claims limits vary by platform and country.
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