Strong documentation is essential when determining what happened and whether a traveler may be responsible for repair or replacement costs.
Step 1: Document the Damage Immediately
As soon as you discover the damage, take clear photos or videos showing:
The damaged item or area.
Multiple angles of the damage.
The surrounding area for context.
Close-up images showing the extent of the issue.
Date and time information, when available.
Whenever possible, take photos before cleaning, repairing, replacing, or disposing of the damaged item.
Step 2: Compare the Property's Condition Before and After the Stay
Before-and-after documentation can be especially helpful.
Provide any available:
Pre-check-in inspection photos.
Turnover photos from your cleaner or property manager.
Previous listing photos.
Maintenance records.
Inventory records.
Receipts showing the item's original purchase or condition.
Hosts are encouraged to complete a documented inspection between every reservation.
Step 3: Provide a Clear Description of What Happened
Include:
What was damaged.
When the damage was discovered.
Who discovered it.
Why you believe it occurred during the traveler's stay.
Whether the traveler previously reported the issue.
Any relevant messages between you and the traveler.
Whether immediate repairs are needed before the next reservation.
Keep your description factual and avoid making accusations that cannot be supported by available evidence.
Step 4: Gather Repair or Replacement Documentation
Depending on the damage, provide:
Repair estimates.
Contractor quotes.
Cleaning invoices.
Replacement receipts.
Original purchase receipts, when available.
Professional remediation estimates.
Other documentation showing the reasonable cost of addressing the damage.
The requested amount should reflect the actual or reasonable cost of repair, cleaning, or replacement.
What Is Considered Normal Wear and Tear?
Not every change in a property's condition is considered traveler-caused damage.
Normal wear and tear may include:
Minor wall scuffs.
Normal carpet wear.
Faded furnishings.
Small signs of everyday use.
Ordinary aging of furniture or appliances.
Damage generally involves something beyond reasonable everyday use, such as broken furniture, significant stains, holes, missing items, or other unusual deterioration.
Each situation is reviewed individually based on the available documentation and circumstances.
What If the Traveler Disputes the Damage?
If the traveler disagrees with the claim, Vidle Housing may review information from both parties, including:
Before-and-after photos.
Messages.
Repair estimates or invoices.
Cleaning documentation.
Check-in and check-out information.
Listing details and house rules.
Other relevant evidence.
Submitting a damage report does not automatically guarantee reimbursement.
Can I Use a Money Request for Damage?
Depending on the circumstances, hosts may use the Money Request feature for eligible reservation-related charges.
Money Requests are limited to:
$150 per individual transaction.
$1,000 total per reservation.
A traveler may accept or dispute the request. If the situation involves significant damage, a disputed charge, or an amount exceeding available Money Request limits, contact Vidle Housing Support for guidance.
What If I Need to Make Repairs Immediately?
If repairs are necessary to protect the property or prepare for an upcoming traveler:
Document the damage thoroughly before repairs begin.
Take photos and videos.
Save all invoices and receipts.
Keep any damaged items when reasonable and practical until documentation is complete.
Do not delay emergency repairs when doing so could create additional property damage or a safety risk.
What Should I Avoid Doing?
Do not:
Threaten or harass the traveler.
Make unsupported accusations.
Attempt to charge a traveler's payment method without authorization.
Request off-platform payment through Venmo, PayPal, cash, wire transfer, or another unsupported method.
Alter or falsify documentation.
Dispose of important evidence before documenting it, when reasonably avoidable.
Keep all communication professional and on the Vidle Housing platform whenever possible.
How to Report Property Damage
Contact Vidle Housing Support and provide:
Traveler name.
Reservation details.
Property address.
Description of the damage.
Date the damage was discovered.
Photos or videos.
Before-and-after documentation, when available.
Repair estimates, invoices, or receipts.
Relevant traveler communication.
Our team may request additional information depending on the circumstances.
If you discover property damage after a stay, document the condition as soon as possible and contact Vidle Housing Support with all available evidence.
Vidle Housing will review the information provided and help determine the appropriate next steps based on the circumstances and applicable policies.