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🛡️ Managing Damage Protection Common Issues & Questions in OwnerRez

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Purpose:
To help team members identify, configure, and troubleshoot common scenarios with OwnerRez’s Damage Protection program.

1. Program Coverage Basics

  • Covers accidental guest damage to contents (e.g., stains, broken appliances, upholstery, walls).
  • Standard vs Enhanced: Standard covers contents; Enhanced adds $1M liability and $15K bed bug protection.
  • No deductible, but $25 minimum claim amount.

2. Duration & Cost Structure

  • Applied per 30-day period of stay; long-term stays incur multiple fees.
  • Maximum covered length is 365 nights—longer stays cannot enroll.

3. Coverage Exclusions & Requirements

  • Excludes wear-and-tear, routine cleaning, rugs/towels, hot tub covers, smoking damages, and illnesses.
  • Pet damage covered only if property is listed as pet-friendly.

4. Claims Process & Timing

  • Must file within 14 days of guest check-out. Include photos, receipts, and clear descriptions.
  • Typical reimbursement timeline: approval → paid over ~7 business days, check arrives within 10 business days.

5. Integration with Bookings

  • Guests can opt in when booking; applies to imported bookings too unless opted out per channel settings.
  • Blocks (owner stays) do not require coverage—only paid bookings qualify.

6. Security Deposits Still Recommended

  • Coverage is supplemental, not a replacement for deposits. Helps discourage damage and covers higher-value losses beyond coverage limits.

7. Global Eligibility

  • Works worldwide (excluding OFAC-sanctioned countries). U.S. coverage limited to states/DC.

8. Opt-Out & Management

  • Can opt out by channel (Airbnb, Booking.com, Vrbo) under Damage Protection settings.
  • Pre-existing and cancelled bookings are handled via billing credits.

🔗 Reference:
OwnerRez guide on Damage Protection Common Issues & Questions:
https://www.ownerrez.com/support/articles/damage-protection-common-issues-questions