Pet-related damage may involve an approved pet, unauthorized pet, service animal, or other assistance animal. Each situation is reviewed based on the circumstances, available documentation, applicable policies, and relevant laws.
Step 1: Document the Damage
Take clear photos or videos showing:
The damaged item or area.
Multiple angles of the damage.
Close-up images showing the extent of the issue.
The surrounding area for context.
Date and time information, when available.
Examples of pet-related damage may include:
Scratched doors, walls, floors, or furniture.
Chewed furniture or household items.
Carpet or flooring damage.
Significant stains.
Excessive pet hair requiring cleaning beyond a normal turnover.
Odor requiring professional treatment.
Damage to landscaping or outdoor areas.
Other physical damage caused by an animal.
Whenever possible, document the condition before cleaning, repairing, replacing, or disposing of damaged items.
Step 2: Provide Before-and-After Documentation
Before-and-after evidence can help establish the property's condition before the traveler arrived.
Helpful documentation may include:
Pre-check-in inspection photos.
Turnover photos from a cleaner or property manager.
Previous listing photos.
Property inventory records.
Maintenance records.
Other documentation showing the prior condition of the affected area or item.
Step 3: Provide a Written Description
Include:
What was damaged.
When the damage was discovered.
Who discovered it.
Why you believe the damage occurred during the traveler's stay.
Whether the animal was approved, unauthorized, or identified as an assistance animal.
Whether the traveler previously reported the damage.
Any relevant communication with the traveler.
Keep your description factual and avoid making unsupported accusations.
Step 4: Gather Repair, Cleaning, or Replacement Costs
Depending on the issue, provide:
Repair estimates.
Contractor quotes.
Professional cleaning invoices.
Odor-remediation estimates.
Replacement receipts.
Original purchase receipts, when available.
Other documentation showing the reasonable cost of addressing the damage.
The requested amount should reflect actual or reasonable costs related to the documented damage.
What About Service Animals or Assistance Animals?
Service animals and qualifying assistance animals may receive legal protections and may not be treated as ordinary pets under applicable law.
In many situations, hosts may not be permitted to charge standard pet fees or pet deposits for a qualifying service or assistance animal.
However, a traveler may still be responsible for actual damage caused by an animal, subject to applicable law and Vidle Housing policies.
Hosts should not automatically deny an assistance animal, charge an unauthorized pet fee, or take action against a traveler solely because an assistance animal was present.
If you are unsure how to handle a situation involving a service or assistance animal, contact Vidle Housing Support before taking further action.
What About an Unauthorized Pet?
If the traveler brought an ordinary pet without approval or in violation of clearly disclosed house rules:
Document the animal's presence when possible.
Review the property's pet policy and house rules.
Save relevant communication with the traveler.
Document any resulting damage or excessive cleaning needs.
Contact Vidle Housing Support if the issue is disputed or requires additional review.
Do not automatically assume an animal is an unauthorized pet if the traveler states that it is a service or assistance animal.
Can I Use a Money Request?
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 the request.
For significant damage, disputed charges, or costs exceeding the available Money Request limits, contact Vidle Housing Support for guidance.
Submitting a Money Request or damage report does not guarantee reimbursement.
What If the Traveler Disputes the Damage?
If the traveler disagrees with the claim, Vidle Housing may review:
Before-and-after photos.
Messages between the host and traveler.
Repair or cleaning estimates.
Invoices and receipts.
Listing details and house rules.
Information submitted by both parties.
Other relevant evidence.
Each situation is reviewed individually based on the available documentation and circumstances.
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 payment through unsupported off-platform methods.
Automatically treat a service or assistance animal as an unauthorized pet.
Falsify or alter documentation.
Keep communication professional and on the Vidle Housing platform whenever possible.
How to Request Compensation
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, cleaning, remediation, or replacement estimates.
Receipts or invoices.
Relevant traveler communication.
Our team may request additional information depending on the circumstances.
If an animal causes damage during a stay, document the issue as soon as possible and contact Vidle Housing Support with all available evidence.
Our team will review the information provided and help determine the appropriate next steps based on the circumstances, applicable policies, and relevant laws.