If a guest disputes a claim, Vidle Housing carefully reviews the case to ensure fairness and accuracy for both the host and the guest.
Submitting a damage claim does not automatically guarantee reimbursement. Clear documentation is important when reviewing any disputed charge.
Step 1: Host Submits Documentation
The host should provide as much evidence as possible, including:
Clear, time-stamped photos or videos of the damage.
Photos of the property before and after the traveler's stay, when available.
A detailed description of the damage.
The date the damage was discovered.
Receipts, invoices, or professional repair estimates.
Documentation showing the item's original condition or value, when applicable.
Relevant communication with the traveler.
Confirmation that the damage was discovered after the traveler's stay.
The more complete the documentation, the easier it is to review the circumstances surrounding the claim.
Step 2: Traveler Is Given an Opportunity to Respond
The traveler may be notified of the claim and given an opportunity to provide:
Their explanation of what occurred.
Photos or videos.
Messages or other communication.
Receipts or supporting documentation.
Any other information relevant to the dispute.
Both the host's and traveler's information may be considered during the review.
Step 3: Vidle Housing Reviews the Claim
Vidle Housing reviews the available information, which may include:
Photos and videos.
Repair estimates or receipts.
Reservation details.
House rules.
Listing information.
Messages exchanged through Vidle Housing.
Statements from both the host and traveler.
Any other relevant supporting evidence.
Additional information may be requested before a determination can be made.
Step 4: A Resolution Is Determined
After the available documentation has been reviewed, both parties will be notified of the outcome.
Possible outcomes may include:
The claim is approved in full.
The claim is partially approved.
The claim is denied due to insufficient evidence or other circumstances.
Additional documentation is requested before a decision is made.
Each case is reviewed individually based on the information available.
What Is Generally Considered Normal Wear and Tear?
Damage claims should be related to actual damage beyond reasonable use of the property.
Examples of normal wear and tear may include:
Minor scuffs on walls.
Normal carpet wear.
Faded furnishings.
Small signs of everyday use.
Normal wear and tear may not qualify for reimbursement.
Tips for Protecting Your Property
Hosts can help strengthen documentation and reduce disputes by:
Taking dated photos or videos before and after each stay.
Completing a turnover inspection between travelers.
Keeping detailed and clearly written house rules.
Documenting the condition of high-value items.
Keeping receipts for furnishings, appliances, and repairs.
Communicating with travelers through Vidle Housing messaging.
Reporting damage as soon as possible after discovery.
Important Reminder
Vidle Housing cannot guarantee reimbursement for a damage claim. The outcome depends on the circumstances of the case, available documentation, applicable policies, and other relevant information.
Hosts should also maintain appropriate property and liability insurance for their rental.
If you need to report damage or respond to a disputed claim, contact Vidle Housing Support and provide as much documentation as possible.
Our team will review the information and guide you through the appropriate next steps.