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✅ Damage Claims Reporting & Submittal Process

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🎯 Purpose

To ensure all property damage caused by guests is fully documented, tracked, and processed through the proper platform (Airbnb, VRBO, Direct, or Booking.com), using a standardized process that supports timely payouts and clean reconciliation with owner accounting.

📦 Overview

Submitting a claim involves more than a photo — it requires clear communication, full documentation, and proactive entry into our internal Claims Form, so the designated team member can file the request and track the outcome.

📋 Step-by-Step Instructions (For Team Members on Site or Reporting Damage)

🧾 1. Take Clear Photos

  • 📸 Always include:
    • 1 close-up photo of the damage
    • 1 full photo of the item (for linens, towels, etc.)
  • 📤 Send photos to:Note: The upload section in the form sometimes does not work — so email or WhatsApp is preferred as an extra measure.

📝 2. Collect Required Details

  • 📍 Property Address
  • 🛋 Description of the damage
    • Be specific (e.g., “2 white queen sheets with bleach stains” or “1 barstool leg broken”)
  • 📅 Date the damage was discovered
  • 👤 Guest name (whose reservation the damage relates to)
  • 💬 How the damage occurred (if known)

💵 3. Provide Cost Information

  • If using a vendor (e.g., Marc, Uriel, Willie, Grayson), note that in your message.
  • If an invoice is available, upload it into the form and send it immediately.
  • If no invoice is available:
    • Provide an estimated dollar amount
    • Set a reminder to follow up with actual receipts or quotes
  • If you’ve already replaced the item, upload and send the receipt

🧼 4. For Stained Linens/Towels

  • You or the cleaner must attempt in-house stain removal first using provided supplies (Dawn Powerwash, Awesome Cleaner, etc.)
  • Let the manager know if you need help purchasing these supplies

🧾 5. Submit Details into the Claims Form

Once the above is gathered:

  • Go to the Claim Submission Form
  • Enter all required info — this feeds into the Claims Spreadsheet used by the accounting/operations manager to submit and track claims

📌 6. If Reported in Cleaning Feed

If a cleaner posts damage in the cleaning feed:

  • Treat it as a claim — follow the same steps above to document it and submit through the form

🏷 7. Tag & Note in OwnerRez

  • Tag the guest record with:
    • “Do Not Review”
    • “Booking Resolutions” (if a direct, VRBO, or Booking.com reservation)
  • Leave a note in the reservation describing:
    • The damage
    • The amount claimed
    • Whether a replacement was made

✅ After the Claim Is Approved

  • The claim payout will be used to cover the cost of the damages.
  • It will typically appear as a wash on the owner’s monthly statement (i.e., damage payout in, matching expense out).
  • Important:
    • If you purchase an item on your Accountable card to replace or repair a damaged item that was part of a claim:
      • You must include a note in the expense description so accounting knows to deduct that cost from the claim payout.
      • This ensures accurate owner reporting.

🔒 SOP for Submitting the Claim (Accounting/Operations Only)

🌐 AIRBNB

  1. Open the Claims Spreadsheet and gather all guest, property, and damage details.
  2. Locate photos from the form, WhatsApp, or email.
  3. Open OwnerRez, search the guest name or reservation number.
  4. Click the reservation number link to open the message thread in Airbnb.
  5. Click “Start a Request” under AirCover.
  6. Follow Airbnb’s claim submission steps carefully.
  7. Monitor the Resolutions Center and Reservations Inbox for updates:
    • Check if additional information is requested.
    • Submit any missing documentation within 48 hours.
    • Final status will be marked as Approved or Declined.
  8. Note: Airbnb allows 14 days from checkout to submit the claim.

🏖 VRBO, Booking.com, + Direct Bookings

  • Claims are typically handled via security deposit deduction.
  1. Go to OwnerRez, locate the guest record.
  2. Go to the Transactions tab.
  3. Click on the Security Deposit payment.
  4. Click “Collect”, enter the amount, and write a note detailing what it was for.
  5. Tag the guest record as:
    • “Do Not Review”
    • “Booking Resolutions” if funds are kept

🏨 Booking.com Platform Claims (additional option)

  1. Submit a Damage Request through the Booking.com platform.
  2. Go to the guest’s reservation page.
  3. Submit the amount and description per platform prompts.
  4. Enter a note in OwnerRez describing:
    • Amount claimed
    • Description of the damage
  5. Tag guest record as “Do Not Review”