Reporting damages/issues

Modified on Mon, 22 Jan 2024 at 11:52 AM

Reporting issues and damages for one of your bookings had just got even easier. 

Now any issue or reports of damage can be submitted via our platform by either the booker or Lead guest of a booking. This can be done on the website or via our app as a more convenient method. 

Top Tip: Make sure you allocate the lead guest to all bookings to enable them to directly report any issues straight away, cutting out the middle man and saving time. 

How to submit a report of an issue / damage 

1 - You will need to log into your account > go to Bookings > click on the booking that you are looking to report damages on >  click on help desk tab. You will then land on the below page :

2 - Click on "report an issue" button, it will then bring you to the below form to complete. The House section will automatically complete if there is only one Property on the booking, however if the booking has multiple properties, there will be a drop down for you to select the property in question. 

3 - Complete the form using the drop downs/description boxes & uploading any supporting evidence such as images or videos. Please note we require photographic evidence of any damages, so ensure you have these when submitting the form. 

Top tip : encourage the guests take photos or a video of the entire property on arrived to document the condition. 

Different types of damages / Issues : 

Breakdown  - used to report the breakdown of an appliance e.g broken washing machine, no heating or hot water

Condition on arrival - report any damage to the property on arrival, this will ensure you are not made liable for this on check out. 

Damages - used to report any items which are broken 

Other - to report any other issues such as reporting access issue, neighbour issue, linen requests

If you are reporting multiple issues or damages, no matter if they are within the same property, you will need to create a ticket per item so that these can be addressed individually.  

4 - Click submit to save and report the ticket, you can edit & add to the ticket from the Help Desk tab should you need to at a later date. 

5 - Our Support & service team will review all tickets, ensuring all the relevant information is uploaded before releasing it to the host to review, respond and action accordingly.

6 - You will be able to communicate with the host on these matters via the messaging section of each ticket (See image below). So please keep an eye on your account for any responses. Please note all messages are reviewed by our team before being released to the recipient. 

Top Tip: If you use the app you can have notifications set up to alert you to as and when a new message are received, ensuring you keep up to date with the latest developments. 

7 - Once you feel a ticket has been resolved, you are able to mark a ticket as resolved by clicking the "Mark as Resolved". 

If we do not feel that a resolution is being reached, the team may step in and contact both parties directly to discuss and help reach a resolution.

8 - Once a resolution has been made any invoices due will be sent out, payments by either party will need to be made within 5 working days of receipt. Please note any damages mid stay do need to be invoiced and cannot be deducted from the deposit on file as we need to retain the full deposit on file for the duration of the stay. The deposit can onyl be used on check out subject to the company not having any other active bookings. 

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