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What Happens When a Guest Disputes a Damage Claim?

Learn how Vidle Housing handles guest disputes over damage claims and what documentation is required.

Updated over 2 months ago

If a guest disputes a claim, Vidle Housing reviews the case carefully to ensure fairness and accuracy for both the host and guest.

Here’s how the process works:

  1. Host Documentation:
    ​     Hosts must provide:

    • Time-stamped photos of the damage

    • A clear description of the issue

    • Any receipts or repair estimates

    • Confirmation the damage occurred during the guest’s stay

  2. Guest Response:
    ​     The guest will be notified and may submit their perspective or counter-documentation.

  3. Platform Review:
    ​     Our Trust & Safety team reviews all materials and determines whether the claim meets our policy standards for reimbursement.

  4. Resolution:
    ​     Once reviewed, we notify both parties of the outcome. Funds may be deducted from the guest’s deposit if the claim is approved.

We aim to resolve all disputes within 5–7 business days. If either party has additional questions or needs clarification, our support team is here to help. CustomerSupport@VidleHousing.com

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