What To Do If Your Guest Causes Damage to Your Property

How A Damage Claim Works

 

You will set an agreed amount for a damage deposit at the onboarding stage. The damage deposit will be captured on the guest's credit card, but no amount will be charged unless damage is reported to K2C promptly with appropriate evidence to support the claim.

 

Step 1. K2C will contact the Guest.

In most circumstances, disputes can be easily resolved, and guests are ready and willing to pay for breakages.  Often the booking platform need not be involved.

 

Step 2. K2C will contact the relevant platform if required.

For situations where mediation is required, we must inform the platform without delay and provide the necessary evidence as outlined above. The platform will then facilitate mediating between the Host and Guest to determine the amount of payment required from the damage deposit.

 

Step 3. For any damage that exceeds the deposit amount, the Host will need to claim on their own, appropriate house insurance unless the booking was made via Airbnb who have additional 3rd party Insurance for Hosts.

 

 

How Booking Cover Differs on Individual Booking Platforms

 

Direct K2C Website Bookings:

 

For all direct K2C website bookings, K2C will act as an intermediary between the Guest and Host and determine an amount up to the agreed damage deposit that can be charged to the Guest's card if deemed appropriate from evidence submitted by the Host. For any damage that exceeds this amount, the Host will need to claim on their own, appropriate house insurance.

 

VRBO Bookings:

 

As with direct bookings, K2C will act as a mediator between the Guest and Host and determine an amount up to the agreed damage deposit that can be processed and charged to the Guest's card by K2C. If there is a dispute, evidence of the claim will be sent to VRBO and they will take over as the mediator.

 

VRBO also provides $1M Liability Insurance protection for all stays should a Guest get injured. Full details, www.vrbo.com/l/liability-insurance/

 

AIRBNB Bookings:

 

All disputes must be handled through Airbnb. K2C will submit all evidence provided by the Host. If the Guest refuses to cooperate or the damages exceed the deposit amount, the claim is then passed from Airbnb's dispute team to their 3rd party insurer Aircover to assess the case. Aircover provides Hosts with $3 million in coverage in the rare event your property or belongings are damaged by a guest during an Airbnb stay. You’re reimbursed for certain damage caused by guests to your home and belongings if the guest does not pay for the damage. In addition, Airbnb also provides ¢1M Liability Insurance protection. Full details of Airbnb cover, www.airbnb.co.uk/help/article/3142.

 

PLUM Bookings:

All disputes must be handled through Plum. K2C will submit all evidence provided by the Host. For any damage that exceeds the deposit amount, the Host will need to claim on their own, appropriate house insurance.

 

Booking.com Bookings:

All disputes must be handled through Booking.com. K2C will submit all evidence provided by the Host. K2C will submit all appropriate evidence they are provided by the Host. For any damage that exceeds the deposit amount, the Host will need to claim on their own, appropriate house insurance. Please note booking.com has a cap on damage deposits at £500.

 

Platform Cover Variations – At a Glance

 

Direct K2C Website: K2C manages damage claims up to the damage deposit amount. Anything exceeding this amount must be claimed on the homeowner’s house insurance.

 

VRBO: K2C manages damage claims up to the damage deposit amount. Anything exceeding this amount must be claimed on the homeowner’s own House Insurance. VRBO provide additional Liability Insurance for guest Injuries.

 

AIRBNB: K2C cannot manage disputes, everything must be mediated via Airbnb. Aircover provides coverer for up to 3 million in damages and 1 million in Liability Insurance.

 

PLUM: K2C cannot manage disputes, everything must be mediated via Airbnb. For any damage that exceeds the deposit amount, the Host will need to claim on the homeowner’s house insurance.

​

Booking.com: K2C cannot manage disputes, everything must be mediated via Booking.com and no damages can exceed £500. For any damage that exceeds the deposit amount, the Host will need to claim on the homeowner’s house insurance.

 

Even though many platforms offer additional insurance protection, it is still recommended that landlords have appropriate home insurance in place. At a minimum, landlords should have building and contents insurance that covers their most valuable items. The policy should also have a clause to cover the house for short-term rentals. Landlords can also consider other insurances, such as Landlords’ Legal Expenses Insurance, which is typically only relevant for longer lets. If you would like to discuss different policies in more detail, you can contact www.towergate.com.

 

As a preventive measure against potential damage, we always take a damage deposit for each stay and carefully vet guests. We make sure to inform them of all house rules before accepting a booking. Here are a few suggestions to ensure the safety of your property:

 

1. Conduct regular property inspections.

2. Take regular photographs of rooms or items of most value.

3. Provide clear instructions on how to use appliances and equipment.

4. Ensure smoke detectors and carbon monoxide detectors are installed and working.

5. Have an emergency plan in place.

6. Ensure gas and electricity certificates are up to date, and all electrical appliances are working safely.

7. Display a visible document inside the property showing where the fire extinguisher is and where the stopcock is located for water in an emergency. Also, provide a list of emergency contact numbers.

8. Write an inventory of items inside cupboard doors, such as the kitchen, to keep track of plates, bowls, glasses, etc. This way, if anything is missing after a stay, the inventory can be used to confirm.

9. Keep a basic first aid kit for guests.

 

If you have any further questions, please contact info@keys2casa.com.