Dealing with Damage: What Hosts Should Do Immediately
“Guests remember how you made them feel — not just where they stayed.”
But what happens when the place they stayed in ends up damaged?
Whether it’s a broken chair, a stained mattress, or a shattered window, dealing with guest-related damage is one of the less glamorous realities of short-term rentals. And while it can be frustrating, how you handle damage as a host can make or break your reputation — and future shortlet bookings.
Let’s walk through exactly what you should do immediately after discovering damage in your shortlet.
1. Stay Calm and Professional — No Matter What
The first rule? Don’t panic. Don’t lash out.
Yes, it’s upsetting when something in your space is broken or missing. But professionalism is the difference between losing future bookings and building trust.
- Never accuse a guest impulsively.
- Avoid emotional responses.
- Document everything before taking action.
“Hospitality begins where emotion ends — with calm, clear action.”
2. Document the Damage Thoroughly
Before cleaning up or making repairs, take clear, time-stamped photos and videos of the damage. Capture:
- Multiple angles of the damaged item or area
- The surrounding context (room, surfaces, etc.)
- Any related items (e.g., if wine is spilled, include the stained couch and the bottle)
💡 Bonus Tip: Always take “before” photos when preparing your listing — it makes comparing easier and supports your case in disputes.
This visual proof is essential if you need to:
- File a claim
- Report the issue on Homewolves
- Settle disagreements with guests
3. Communicate with the Guest Promptly
Once documented, contact the guest professionally. Whether they’re still checked in or have just left, it’s important to:
- Politely point out what was discovered
- Ask for their version of what happened
- Explain next steps (repairs, deductions, claims)
Sample message:
“Hi [Guest Name], thank you for staying at our property. We noticed some damage to the [item] after your stay. Could you share any details on what happened? We’d like to resolve it amicably and quickly.”
Remaining polite keeps communication open and increases the chance of voluntary cooperation.
4. Report It to Homewolves Within the Required Timeframe
If the damage is significant and you need to file a claim, make sure to:
- Submit your evidence via Homewolves within 24–48 hours
- Include your before/after photos, messages with the guest, and receipts/estimates
This keeps your listing protected and ensures your shortlet income isn’t compromised.
“Protection doesn’t happen after damage — it happens because you followed protocol.”
5. Estimate Repair Costs and Fix Fast
Once you’ve assessed the damage:
- Get a written estimate from a repair technician or supplier
- Fix the issue before the next guest arrives
- Save your receipts and update your listing photos if needed
Avoid delaying repairs — your next shortlet bookings depend on it. A small stain or broken item can spiral into bad reviews and lower visibility in search results.
If an item is beyond repair, replace it with something equal or better. Every fix is an investment in your reputation.
6. Learn and Prevent Future Damage
Every host eventually faces damage — but great hosts learn and adapt.
Here’s how:
- Add clear house rules (e.g., no smoking, no parties, quiet hours)
- Provide starter instructions for items like air conditioners, appliances, and toilets
- Install security cameras at entrances (never inside the home)
- Require a security deposit on high-value listings
Also, keep a record of repeat guests or high-risk behaviors — it helps you filter future bookings and protect your space.
Bonus Tip: Add “Peace of Mind” to Your Listing Description
Let future guests know you’re a responsible host by highlighting safety and care in your listing.
For example:
“We take pride in offering a clean, secure, and peaceful space — and we appreciate guests who treat our shortlet like their own.”
This sets the tone for responsible bookings — and signals to serious travelers that you’re a top-tier host.
Recap: What to Do When Damage Happens
- Stay calm and act professionally
- Document everything with photos and notes
- Reach out to the guest immediately
- Report the issue through Homewolves
- Fix or replace items promptly
- Prevent future incidents with house rules and smart systems
Final Word: Protect Your Space, Protect Your Bookings
In the shortlet business, how you handle setbacks is just as important as how you welcome guests. Damage may be disappointing, but it doesn’t have to derail your progress.
By taking swift, smart, and professional action, you protect not just your property — but your brand, your reputation, and your ability to increase rental income in the long run.
👉 List your space with confidence.
Get started on Homewolves — and be the kind of host guests trust, respect, and recommend.
