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  2. Managing Your Guests

Reporting a Problem with a Guest

What do I do if I have a problem with a guest?

By booking with Your.Rentals, Guests have agreed to act in accordance with our Rental Terms for Guests. If you believe that the Guest has failed to uphold this agreement it is important that you report a problem.

In the unlikely event that you have a dispute with your Guest, you should report a problem within 48 hours after the Guests check out (we call this the Cool-off period), and provide the proof within 7 days after the Guests check out

Reporting a problem

Firstly, try to resolve the dispute directly with the Guest. This is usually the simplest way to ensure that your Guest is satisfied and will not leave negative reviews.

In the event that you cannot resolve the issue, you should report a problem by contacting us at bookings@your.rentals.

How are problems resolved?

We'll communicate with the Guest and you, often requesting more information and proof of the issue. Your.Rentals will provide your proof for the sales channels (Airbnb, Tripadvisor, Homes & Villas by Marriott International, and Campaya).  It is the sales channels’ responsibility to investigate, review the claim, and decide the amount to cover your loss (up to your Security deposit amount). Your.Rentals cannot guarantee whether the claim would be successful and how much the amount is paid out by the sales channels. 

Evidence

We advise you to gather evidence of the problem where possible. The type of evidence needed will depend on the nature of the issue. In case the Guest has caused damage to your property, ensure you take photos to document this. We recommend you keep records of all communication between yourself and the Guest in case there is a disagreement regarding the nature of the booking.

Below is a list for your reference. 

  • A complete list of items claimed and the value of each
  • Detailed photos or videos of the damage(s)
  • Official repair estimates, invoices, or online links showing replacement costs
  • Approximate age of each item (in years)