• Team reports damage: Review the report and determine if guest damage is valid or if it's normal wear and tear. (If under $10 we do not need to initiate guest damage)

• Assign tasks:

  • Operations Team: Responsible for collecting documentation (photos, receipts).

  • Accounting Team: Will handle invoicing and financials.

• Document information: Collect all relevant details including photos, receipts, billable time, and upload this into the Breezeway task. Time is critical; everything must be completed within 14 days to ensure reimbursement.

• Collect proof: Gather receipts, photos, and documentation showing time spent fixing the issue.

• Action needed: Decide if charges will be billed to the guest or covered by STRM.

• ESCALATE to comms supervisor and accounting to create an invoice 

• Create invoice in QuickBooks (QBs) 

  • Include all time and materials for repairs.

  • List purchased items for replacements.

  • Account for labor, vendor costs, etc.

• Submit claim: Send the damage claim with the invoice, photos, and receipts to the guest.

  • Airbnb: Submit through Airbnb platform.

  • VRBO/Direct Guests: Inform guest of the damage and charge the payment method on file.

  • Booking.com: Same as above if we can get card on file, if not contact booking.com    (602-343-4305)

  • Other platforms: Inform guest and send an invoice for payment.

• Verify reimbursement: Follow up until the funds are received.

• Update systems: Once payment is received, update the Guesty reservation and close out the QuickBooks invoice.

• Non-payment scenarios: If the guest doesn't pay, escalate through the booking platform or take legal action. 

- Follow owner guest damage limit (limit is in contract) 

EX: If a damaged item costs $1,500 to repair or replace, and the owner’s guest damage coverage limit is $500, then the owner would be responsible for the remaining $1,000. In this case, we contribute $500 (up to the guest damage coverage limit), and the owner covers the balance. 

• Open task: Review reported damage and assign relevant team members (Stephanie, Randi, and Operations).

• Research issue: Verify if the damage was caused by the guest or is normal wear and tear.

• Communicate with guests: Provide proof and request reimbursement from the guest once documentation is gathered.

• Track status: Keep Breezeway updated with task progress, repairs, or reimbursements.

• Final steps: Once all tasks are completed, close out the Breezeway task.

• Ensure all actions are documented: Every person handling a guest damage claim must record their actions in Breezeway for transparency.

• Record payments: Update Guesty with payment status once reimbursements are received.

• Notify accounting and teams: Once the issue is resolved, send updates to accounting, operations, and the communications team.

• End-of-month review: Ensure all actions are dated and documented for Randi to review.

• Damaged/Broken/Stolen Items:

  • Obtain purchase information from the homeowner if possible.

  • Get estimates for replacement or repair.

• Furniture/Appliance Damage:

  • Schedule repair or vendor services.

  • Track billable repair time.

• Damaged/Stained Linens: Obtain cost estimates for replacement.

• Pets/Smoking Violations:

  • $250 fine for unauthorized pets or smoking.

• Lost/Stolen Remotes/Keys: $100 fine per item.

Extra cleaning fee:

If the home is left in disarray and it is going to take us much longer than normal to clean the home or if we have to move a bunch of furniture around. We need documentation, photos and details. This will all need to be completed within the Breezeway task for a completed report to provide for proof. A minimum cleaning fee of $75 will be charged, with the potential for additional charges up to the full cleaning fee for the property, depending on its condition. 

Smoking Fee:

If there is evidence of smoking in the home, take photos and document the details. If the home “smells like smoke” we need to document those statements. Obtain the ozone machine with photos of placement and recording times of the machine running. This all needs to be in the smoking task to be a complete report. $250 fee

Damaged items:

If something is broken, stained, ripped, dismantled, or stolen. Photo documentation and details of the issue. If we have pictures before, this is great. We will need documentation on what it was, what happened, how we are going to fix it or replace it. We will need documentation on the cost of the repair or replacement. We need to notify accounting of every detail for accurate accounting purposes and owner statements. If possible reach out to the owner about original purchase receipt, location and price. Document conversation. Research replaceable items and costs. Purchase items necessary for replacements and document receipts.

Unauthorized pets:

If there is evidence of a pet/s in the home that we either did not know about, or the home does not allow, gather any photo documentation possible. We will need a screenshot of the listing description if pets are not allowed or if there is a pet fee. Notify the guests of the additional charge. If Airbnb send a reimbursement request, if any other platform charge the card on file. Update Guesty to include the pet fee if the home allows pets. Update Guesty if the reimbursement is a pet fee $250.

 🔧 STEP-BY-STEP: Requesting Payment for Damages (Booking.com Guest)

✅ 1. Document the Damage

• Take clear, timestamped photos or videos of the damage.
  
  

• Gather proof of the condition before the guest (if available).
  
  

• Get an invoice or estimate for repair/replacement.
  
  

📝 2. Report the Incident to Booking.com

• Go to the Booking.com Extranet > Reservations > Click the guest's reservation.
  
  

• Scroll to the “Report guest misconduct” section.
  
  

• Report the issue under “Property Damage” and upload your evidence.
  
  

⚠️ Note: You must report this within 7 days of check-out.

💳 3. Security Deposit Process

• If you have a security deposit policy in place in your Booking.com settings:
  
  

  • Booking.com does not handle the collection. You are responsible for charging or withholding the deposit directly.
    
    

  • If the card is on file through a channel manager like Guesty, attempt to charge the card for the amount.
    
    

💸 4. Charge the Guest Manually (if possible)

• If you have the guest’s card info via Guesty:
  
  

  • Go to the reservation in Guesty.
    
    

  • Create a line item for the damage (e.g., “Damaged coffee table - $150”).
    
    

  • Attempt to charge the card on file.
    
    

❗️5. If Card Is Declined or No Card Info:

• Reach out to the guest via Booking.com messaging.
  
  

  • Politely explain the situation and request payment.
    
    

  • Offer payment options like:
    
    

    • Zelle (email/phone)
      
      

    • PayPal (username)
      
      

    • Check (full name & mailing address)
      
      

• Let them know you will escalate to Booking.com if no response.
  
  

🧑‍💼 6. Escalate to Booking.com Support (if needed)

• Call Partner Support via your local number: https://partner.booking.com/en-us/help/contact-us
  
  

• Ask them to assist in mediating the situation and recovering funds from the guest.
  
  

🗂️ 7. Create Internal Task

If you’re managing this in a system like Guesty:

• Create a task titled: Booking.com Damage Claim - [Guest Name]
  
  

• Tag the reservation, add all documentation (photos, invoice, messages).
  
  

• Note all steps taken (dates, attempts, responses).
  
  

1. Purpose

To standardize how the team identifies, documents, and escalates damage issues to ensure Airbnb claims and invoices are handled properly and on time.

2. Scope

Applies to all damages discovered during or after an Airbnb guest’s stay.

3. Process

Step 1 – Identify & Document Damage

• Team/Cleaners/Inspectors:
  
  

  • Take clear photos/videos of the damage.
    
    

  • Record the item name, description of damage, and location.
    
    

  • Collect the replacement cost (online listing, receipt, or vendor estimate).
    
    

  • Add potential labor charges if applicable (e.g., removing/installing TV, delivery fee).
    
    

Step 2 – Report to Comms (Use Guest Damage Template)

• Submit update in Comms task using the Guest Damage Template:
  
  

Guest Damage Template

*Template is to be used in the event of guest damage at the home. *Document damage

*Document claims

*Document replacement and or repairs 

*Document verification 

*Document payment 

Guest name: 

Item damaged: 

Cost of replacement/repair: 

Booking channel: 

Step 3 – Escalate to Supervisor & Accounting

• Comms Supervisor reviews the report for completeness.
  
  

• Accounting Member determines if an invoice is required:
  
  

  • If yes → Create invoice with line items (e.g., “TV replacement $400 + Labor $100”).
    
    

  • If no invoice needed → move to Airbnb claim submission.
    
    

Step 4 – Airbnb Claim Submission (Manager/Account Holder Only)

• File claim through Resolution Center:
  
  

  • Select reservation.
    
    

  • Request money for replacement + labor.
    
    

  • Upload photos, receipts, and invoices.
    
    

• Submit within 14 days of guest checkout OR before next check-in.
  
  

Step 5 – Tracking & Closing

• Comms Supervisor updates claim status in task (Pending Guest / Escalated to Airbnb / Resolved).
  
  

• Once claim/invoice is finalized:
  
  

  • Mark Comms task as Closed.
    
    

  • Attach confirmation (payout, denial, or resolution notes).
    
    

4. Key Notes

• Always use the Guest Damage Template to ensure consistency.
  
  

• Include both replacement and labor costs when reporting.
  
  

• Invoices are only created if funds must be formally requested/charged outside of Airbnb.
  
  

• Only the Airbnb account holder can file claims or escalate disputes. ( need to use amandas log in)

1. Purpose

To standardize how the team identifies, documents, charges guests, and communicates for damages or additional fees when managing VRBO reservations as the merchant on record.

2. Scope

Applies to all VRBO reservations where the property is managed by our team and the guest card on file can be charged directly.

3. Process

Step 1 – Identify & Document Damage

• Team/Cleaners/Inspectors:
  
  

  • Take clear photos/videos of the damage.
    
    

  • Record item name, description of damage, and location.
    
    

  • Collect the replacement cost (online listing, receipt, or vendor estimate).
    
    

  • Add potential labor charges if applicable (e.g., installation, delivery).
    
    

Step 2 – Report to Comms (Use Guest Damage Template)

• Submit update in Comms task using the Guest Damage Template:
  
  

Guest Damage Template

*Template is to be used in the event of guest damage at the home. *Document damage

*Document claims

*Document replacement and or repairs 

*Document verification 

*Document payment 

Guest name: 

Item damaged: 

Cost of replacement/repair: 

Booking channel: 

Step 3 – Escalate to Supervisor & Accounting

• Comms Supervisor reviews report for completeness.
  
  

• Accounting Member determines if direct charge is appropriate:
  
  

  • If yes → Charge guest card on file for total amount (item + labor).
    
    

  • If card on file does not approve charge:
    
    

    • Send invoice to guest requesting new card information or update the card on file.
      
      

    • Follow up until the damages are covered.
      
      

  • If direct charge is not appropriate → escalate for further review or dispute handling.
    
    

Step 4 – Charge Guest Card & Notify Guest

• Accounting charges the guest card on file through VRBO dashboard:
  
  

  • Include line items for each damaged/replaced item.
    
    

  • Attach supporting documentation for audit (photos, receipts, labor notes).
    
    

  • Log transaction in Comms task for transparency.
    
    

• Notify the guest:
  
  

  • Inform them that the fees for the damaged items have been covered.
    
    

  • Provide brief details: item(s) replaced/repaired and amount charged.
    
    

  • Keep tone professional and courteous.
    
    

Step 5 – Tracking & Closing

• Comms Supervisor updates task status: Pending / Charged / Resolved.
  
  

• Attach confirmation of payment to task.
  
  

• Close task once funds are received and property is repaired/replaced.
  
  

4. Key Notes

• Always use the Guest Damage Template to ensure consistency.
  
  

• Include replacement + labor costs in the charge.
  
  

• VRBO allows the team to charge directly because we are the merchant on record.
  
  

• Ensure Comms and Accounting are both looped in for transparency.
  
  

• If the guest card does not approve charges, always follow up with an invoice or updated payment information.
  
  

• Guest notification should always be professional, clear, and factual.

Utility Reimbursement Request Process

Purpose

To properly handle utility reimbursement requests from property owners, ensuring all necessary documentation is collected, the utility cap policy is followed, and communications are coordinated with the appropriate teams.

Scope

This procedure applies to property managers, communications supervisors, and accounting teams involved in utility reimbursement related to guest stays.

Procedure

Step 1: Verify Guest Stay Duration

• Confirm the guest stayed 30 nights or more, as utility fees can only be charged for stays of 30 nights or longer.
  
  

Step 2: Obtain Utility Bill from Owner

• Request the owner’s utility bill for review.
  
  

• Ensure the bill corresponds to the guest’s stay period.
  
  

Step 3: Check Utility Cap Limit

• Reference the utility cap limit set for the property.
  
  

• Compare the owner’s utility bill to this cap.
  
  

Step 4: Determine Guest Responsibility

• If the utility bill exceeds the cap, calculate the difference.
  
  

• The guest is responsible for paying the amount over the cap.
  
  

Step 5: Create a Utility Reimbursement Request Task

• Create a task titled Utility Reimbursement Request assigned to the Communications Supervisor.
  
  

• Tag the task with #Accounting and #UtilityReimbursement.
  
  

• Attach the following:
  
  

  • Screenshot of the owner’s utility bill
    
    

  • Guest reservation details (dates, length of stay)
    
    

  • Documentation or screenshot of the utility cap for the property

From here the communications supervisor will reach out to the guest and get payment from them.

Smoking Penalty Fee - Charge Details 

Smoking Penalty Fee: $250.00

Reason for Charge:
Evidence of smoking was found throughout the property following your stay. The odor and related debris required an excess deep cleaning to restore the home to its original condition for incoming guests.

As clearly stated in the listing and house rules, smoking is strictly prohibited inside the property.

Excess Clean Fee - Charge Details 

Charge Details

Excess Cleaning Fee: $75-proerties cleaning fee (depending on extent of clean needed)

Reason for Charge:
Following your departure, the property required additional cleaning beyond the standard turnover service due to its condition. This included extra time, labor, and supplies to restore the home to its original condition for incoming guests.

As outlined in the listing and house rules, guests are responsible for any additional cleaning required beyond normal use.