If this happens, document the condition as soon as possible and gather any supporting information that can help establish the property's condition before and after the stay.
This guide explains what to do and what documentation may be needed.
Document the Property Before Cleaning or Repairs
As soon as you discover an issue, take clear photos or videos before cleaning, repairing, replacing, or disposing of anything whenever reasonably possible.
Capture:
Wide photos showing the overall condition of the room.
Close-up photos of specific damage, stains, debris, or other concerns.
Multiple angles when helpful.
Photos or videos showing missing items or empty spaces where items were previously located.
Evidence of smoking, such as cigarette butts, ash, burns, or smoke residue.
Any other relevant property condition concerns.
Time-stamped documentation can be especially helpful.
Excessive Cleaning
Travelers are not necessarily expected to leave a property professionally cleaned at check-out. Normal turnover cleaning should generally be expected between stays.
However, additional documentation may be appropriate when a property is left in a condition requiring cleaning significantly beyond a normal turnover.
Examples may include:
Excessive trash or debris.
Significant food or spills left throughout the property.
Severe stains.
Biohazards or bodily fluids.
Excessive pet hair when an animal was unauthorized or undisclosed.
Strong smoke odors requiring professional remediation.
Damage caused by neglect.
Other conditions requiring unusually extensive cleaning.
What Is Normal Turnover Cleaning?
Normal turnover cleaning may include:
Washing linens and towels.
Vacuuming or sweeping floors.
Mopping.
Cleaning bathrooms.
Wiping kitchen counters and appliances.
Removing ordinary trash.
Dusting.
General resetting of the property.
These routine tasks may not qualify as excessive cleaning.
The difference between normal turnover and excessive cleaning depends on the property's condition, the amount of additional labor required, and the available documentation.
Missing Items
If you believe an item was removed during a traveler's stay, document:
A detailed description of the missing item.
Brand, model, size, or other identifying information.
Where the item was normally located.
When you last confirmed it was present.
When you discovered it was missing.
Photos showing the item in the property before the stay, when available.
Receipts, invoices, or inventory records.
Relevant messages with the traveler.
Before reporting an item as missing, check with your cleaner, property manager, co-host, maintenance team, or anyone else who may have moved or removed the item.
Smoking in a Non-Smoking Property
If your listing has a clearly disclosed no-smoking or no-vaping policy and you discover evidence of a violation, document:
Cigarette or cigar butts.
Ash.
Burns or scorch marks.
Smoke residue.
Vaping-related residue or damage, when applicable.
Professional odor-remediation needs.
Additional cleaning required.
Relevant communication with the traveler.
Odor alone can be difficult to document, so professional cleaning or remediation reports may be particularly helpful when requesting reimbursement for significant smoke-related cleaning.
Review Your Listing and House Rules
Before submitting a report, confirm that any relevant rules were clearly disclosed in your listing.
This may include:
No-smoking or no-vaping policies.
Pet policies.
Occupancy limits.
Cleaning expectations.
Rules regarding property use.
Clear house rules can help establish what travelers agreed to before booking.
Gather Supporting Documentation
Depending on the concern, helpful documentation may include:
Before-and-after photos.
Turnover photos.
Cleaner or property manager reports.
Cleaning invoices.
Professional remediation estimates.
Repair quotes.
Replacement receipts.
Original purchase receipts.
Property inventory lists.
Relevant messages.
Building or HOA reports.
The requested amount should reflect actual or reasonable costs associated with the documented issue.
What If You Need to Clean or Repair the Property Immediately?
If you have another traveler arriving soon or the issue requires immediate attention:
Take detailed photos and videos first.
Document the condition before cleaning or repairs begin.
Save all invoices and receipts.
Ask cleaners or contractors to provide a written description of any unusual conditions when possible.
Do not delay urgent repairs if doing so could cause additional property damage or create a safety concern.
Can I Request Reimbursement?
Depending on the circumstances, hosts may use Vidle Housing's Money Request feature for eligible reservation-related charges.
Money Requests are limited to:
$150 per individual transaction.
$1,000 total per reservation.
The traveler may accept or dispute a request.
For significant damage, missing items, excessive cleaning costs, disputed charges, or amounts exceeding the available Money Request limits, contact Vidle Housing Support for guidance.
Submitting a report or Money Request does not guarantee reimbursement.
What Happens After a Report Is Submitted?
Vidle Housing may review:
Reservation information.
Listing details.
House rules.
Before-and-after photos.
Messages between the host and traveler.
Cleaning or maintenance documentation.
Receipts, estimates, and invoices.
Information submitted by both parties.
Other relevant evidence.
Depending on the circumstances, Vidle Housing may request additional documentation or contact the traveler for additional information.
Each situation is reviewed individually.
What If the Traveler Disputes the Claim?
If the traveler disputes responsibility, remain professional and avoid escalating the conversation.
Vidle Housing may review evidence from both parties to help determine the appropriate next steps.
Do not:
Threaten or harass the traveler.
Make unsupported accusations.
Attempt to charge a traveler's payment method without authorization.
Request payment through unsupported off-platform methods.
Falsify or alter evidence.
How to Report a Post-Stay Property Concern
Contact Vidle Housing Support and provide:
Traveler name.
Reservation details.
Property address.
Description of the issue.
Date the issue was discovered.
Photos or videos.
Before-and-after documentation, when available.
Cleaning, repair, remediation, or replacement estimates.
Receipts or invoices.
Relevant communication.
Providing complete documentation at the beginning can help avoid delays during the review.
If you discover excessive cleaning needs, missing items, smoking evidence, or another significant property condition concern after a stay, document the issue as soon as possible and contact Vidle Housing Support.
Our team will review the available information and help determine the appropriate next steps based on the circumstances and applicable policies.