Damages caused to a holiday home by paying guests is relatively rare and should not be a deterrent to letting a property for self-catering holidays. Here we have a few tips on how to deal with guests who cause damage to a holiday let during a stay.
Preventative steps
The meet and greet, whether it is conducted by the owner or the caretaker is a great opportunity to explain how everything works in the property. This can include explanations on electrical goods work, such as dishwashers and washing machines, which in turn will avoid mis-use and ultimately damage.
The welcome is also a good opportunity to show guests the inventory, which should be kept up to date and displayed somewhere prominent. On the inventory, state clearly that it is the guests’ responsibility to check the inventory on arrival and highlight any anomalies. This will help in the event of a dispute after the stay.
Keep the property in good condition. Guests arriving to a well presented property are more likely to take care during their stay. This typically involves ensuring carpets are clean, walls are not marked and all kitchen utensils, cutlery, crockery and glassware is present and correct.
Bookings requests from high risk groups, such as young single sex parties, are often declined by owners though it is worth being aware of the discrimination issues around this.
Taking a damage deposit is a popular way of recouping losses. This is typically a few hundred pounds.
Ensure the guest agrees to and signs the booking terms and conditions for the rental, which should define their responsibilities towards the property.
Identifying Damages and Courses of Action
After a guest departs the cleaner should go into the property to check for damages and missing items as part of the changeover clean. Even if there is not a new party arriving on that day, it is still worth doing the changeover clean to ensure the property is ready for occupation in the event of a last-minute booking.
Any damages or missing items should be reported on the departure day, to ensure there is no confusion over which guest party was responsible. At this point it is important to gather evidence if appropriate, such as photographs of damage or the condition of the property, should a charge for extra cleaning be required.
If the property is booked via a holiday letting agency, they will recoup the money behalf of the owner as part of the services they provide. Indeed this is one of the benefits of using an agency.
If a deposit is held, the damage can be remedied from those funds quickly.
However if a claim is made against a guest and there are no deposit, or the claim amount exceeds the deposit, it can become tricky. A letter to the guest with evidence of the damage caused and an invoice for the repair is the first action. If the guest disputes the claim, it can escalate to the point where solicitors are involved – not an ideal situation for either party.
What Constitutes Claimable Damage?
As an owner, replacing items in a holiday let is an accepted part of ownership. So if a guest causes minor damage during a stay, for example chipping a coffee mug, or breaking a toothbrush holder, it is better to swallow the repair cost, rather than chasing a guest for a small amount. It will deter guests from booking again and create bad feelings.
So as a suggestion any damage below £30-£50 might be an appropriate price point.
Owners should also remember they have the back up of holiday home insurance, should the repair bill be more than a few hundred pounds and the guest is proving difficult to get money from.
