Damage found after checkout? Record it before the next arrival

Illustrative situation, not a customer case: The cleaner sends a photo from the kitchen: a crack across the glass hob, a burn mark on the worktop next to it, and a bin bag of broken glass by the door. Checkout was at 11:00. The next guests land at 16:00. Two clocks started the moment that photo arrived: the arrival in a few hours and the platform's window for asking the departed guest to pay.

Prioritise safety and the incoming stay before dealing with reimbursement. Record observations without assuming responsibility, then follow the reservation’s actual claim process.

Record the damage before anything is moved

Safety comes before evidence. Do not touch or test damaged equipment for a photo; arrange qualified help when needed. When safe, record: Follow the manufacturer’s cracked-hob guidance; a damaged hob must not be used or repaired by the cleaner.

• The property, the date and the room, so the find is tied to the right departure.
• One wide photo that shows where the damage sits, then close-ups of the damage itself.
• A short factual description: what is damaged, whether it still works, and whether anything is missing.
• The broken item itself, kept until the claim is closed unless it is dangerous to store.
• Who recorded it and where the photos are stored.

Photograph objects, not people or personal belongings. A cracked hob is evidence; a guest's open suitcase is not. If a guest's item is mixed in with the damage, the found-item routine applies to that item separately.

Compare dated pre-arrival and turnover photos to support the timeline. They do not automatically prove the cause or responsibility. Record any gap between departure and inspection.

RentTools cleaning records contain a date, status and notes. Record the issue and where the authorised team can find evidence. A note does not submit a claim or notify the guest.

Decide whether the next guest can still arrive

Before you open any platform's claim form, settle the arrival. The question is not "how much will this cost" but "can the home be used as described tonight". Sort the damage into one of three levels:

Check hygiene, safety and the promised amenities before deciding whether the stay can proceed. A mark does not automatically make the home acceptable or unacceptable; explain any material limitation before arrival.

A missing function needs a realistic plan agreed through the booking platform. A damaged hob is also a safety question: a replacement appliance does not make the original installation safe. The refund planning guide helps prepare the conversation, without establishing an automatic payment.

Safety damage, such as exposed wiring, a broken lock, a gas smell or shattered glass still in the room, means the home is not ready. Block the nights the repair needs and treat the arriving guest as a separate problem: rebooking them is covered in the relocation guide. A damaged home that is closed for repair is a maintenance hold, and the same rules apply: close the dates on every channel and reopen only after a check.

Illustrative example: a problem is reported at 11:40 for a 16:00 arrival. Assign one person to qualified assessment and one to the guest update. Do not promise check-in just because a repair appointment is booked. These times are assumptions, not a real booking.

Know the clock on each platform

Identify the protection arrangement on this reservation. A deposit, a facilitated request and a separate insurance plan follow different procedures.

Airbnb: current guidance gives 14 days after checkout for the guest request, and separately requires Support involvement and evidence within 14 days of damage or loss.

Booking.com: the damage-policy notice allows requests up to 14 days after the stay; collection under this policy requires guest consent.

Vrbo: deposit-claim guidance gives 14 days after checkout and caps this claim at the deposit. Check any separate plan’s terms.

Check the current instructions of the actual booking before filing; note the relevant dates immediately and do not plan to wait until the last day. Pages checked on 10 November 2026. See the protection comparison for wider context.

Message the guest before you file

Use the booking conversation to explain what was observed, when it was checked and what evidence is available. Ask for information without deciding responsibility in advance.

Write it in the booking conversation, not by text message or a number you looked up. Keep it factual and attach the photos. Example wording to adapt: "Our cleaning team found the glass hob cracked and a burn mark on the worktop after your checkout this morning. I have attached photos. The repair quote is $240, and I will send the request through the platform today. Let me know if you have any information about how it happened." This is sample wording, not a real guest exchange.

Do not accuse, do not estimate before you have a quote, and do not include the cleaner's name or phone number. If the guest replies with an explanation that changes the picture, record it in the turnover note before you file.

Separate the repair from the cleaning record

Mark cleaning done only after the cleaning itself is completed. That does not prove the home is safe or ready. Keep a separate repair plan in the team’s usual task process, with an owner and a readiness check.

Keep the quote, invoice and relevant evidence with the request. Do not delay a timely notification merely to wait for a final invoice. Filing does not guarantee acceptance.

When the repair is finished, add the final cost and the outcome of the claim to the same turnover note: "Hob replaced on [date], request accepted, paid out on [date]" or "Request declined, cost absorbed". The next time something breaks in that room, the history is in one place.

A recurring break usually points at the setup, not the guest. If the same glass shelf cracks twice a year, replace it with something sturdier rather than filing a third claim.

Recording damage, deciding the arrival and filing on time all depend on the turnover being written down somewhere the whole team can see. If your cleaning notes still live in chat threads, start with a free RentTools workspace and attach the next damage report to the turnover it belongs to.