Be Prepared, Not Scared: A Guest Damage Action Plan for Holiday Lets

Prevention:

• Clear House Rules: Clearly outline expectations regarding cleanliness, care of furnishings, and potential penalties for damages. Include this information in your booking confirmation and prominently display it in the property.
• Detailed Inventory: Maintain a detailed inventory of furnishings and their condition, including photographs. Update regularly.
• Stain-Resistant Materials: Consider using stain-resistant carpets, upholstery, and linens where possible.
• Protective Measures: Provide coasters, placemats, and area rugs in high-traffic areas.

Insurance:

• Adequate Coverage: Ensure your insurance policy covers accidental damage by guests. Know what is and isn’t covered, as well as any excess amounts.
• Documentation: Keep insurance policy details and contact information readily accessible.

Damage Deposit:

• Sufficient Amount: Set a damage deposit that reflects the value of your property and potential risks. Clearly state how the deposit will be used in your terms and conditions.
• Secure Payment: Use a secure payment platform to collect and hold the deposit.
• Clear Refund Policy: Specify when and how the deposit will be refunded, including any deductions for damages.

Response Plan:

• Communication: Have a plan for communicating with guests about damages, including a template email or script. Be clear, concise, and professional.
• Documentation: Take photos and/or videos of any damage as soon as possible.
• Professional Cleaning: Have contact information for reputable professional cleaners who specialise in stain removal.
• Repair Options: Identify local tradespeople (carpet fitters, handymen, etc.) who can provide quotes and repairs if needed.
• Dispute Resolution: Familiarize yourself with your chosen booking platform’s dispute resolution process.

Additional Tips:

• Consider Offering Insurance: Some platforms offer guest damage protection plans for a fee.
• Regular Inspections: Conduct regular inspections of your property to catch and address minor issues before they become major problems.
• Stay Calm: Dealing with damage can be stressful. Remember to stay calm and professional throughout the process.

By proactively addressing potential damage scenarios, you can protect your investment and ensure a smoother experience for both yourself and your guests.