Discovering damage in your property can be a stressful experience. We understand your concerns and have created this guide to help you navigate our incident submission process efficiently and effectively.
This page outlines the step-by-step process for submitting an incident report for guest-caused damage and other important information about our processes.
By following these clear instructions and gathering the necessary evidence, you can maximise your chances of a successful resolution.
Whether you're dealing with minor or significant damage, we're here to support you throughout the process. Remember, prompt action and clear communication are key.
Let's get started with reporting the damage and initiating your report!
Please find attached below your current guarantee:
Upon discovering damage(s) at your home the following actions should be undertaken:
🛠️ If necessary, emergency repairs should be carried out to limit further damage, loss or injury – for example securing your home or stopping a water leak.
🔍 In all situations, please undertake a full check of your home and catalogue any damage that has occurred during the stay.
📷 Photographs should be taken within 72 hours – panoramic room shots and close-ups of damage.
⛔ Do not carry out any non-emergency repairs without checking with us first.
⛔ Do not dispose of any damaged items – they may be needed for inspection.
⛔ Do not admit or allow the admittance of any liability or offer a settlement/make any deal or offer.
🚔 For malicious damage or theft – report the damage/loss to the police and obtain a crime reference number/report.
Upon discovering any damage, please submit your incident report via the form within 24 hours and no later than 10 days from the end of the stay.
Before you begin the incident submission form, please ensure you have the following information, as a submission will not be qualified without the following: