Reporting a Problem with a Guest
What do I do if I have a problem with a guest?
By booking with Your.Rentals, Guests agree to act in accordance with our Rental Terms for Guests. If you believe that a Guest has failed to uphold this agreement, it is important that you report a problem.
Bookings processed through Your.Rentals are covered by Your.Cover, our security deposit offering. Your.Cover can cover costs such as property damage, professional cleaning, key replacement or unpaid booking fees, and can guarantee up to €2,000 on a valid claim. For full details of how Your.Cover works, see Security deposits.
Deadlines you must meet
Report the problem within 48 hours after the Guest checks out.
Submit your evidence within 7 days after the Guest checks out.
Before you report
Where possible, try to resolve the issue directly with the Guest first. This is usually the quickest way to reach a satisfactory outcome and reduces the risk of a negative review.
How to report a problem
If you cannot resolve the issue with the Guest, report it in one of two ways:
- report a problem directly in the booking details in the Your.Rentals app, or
- email our support team at resolution@your.rentals.
What evidence to provide
Gather your evidence as soon as the problem is discovered. The evidence needed depends on the nature of the issue, but please include the following where possible:
- A complete list of items claimed and the value of each
- Detailed photos or videos of the damage
- Official repair estimates, invoices, or online links showing replacement costs
- Approximate age of each item, in years
If the damage is to the fixed property, for example a damaged floor, where the cost is not straightforward to establish, please also include images or video clips of the property before and after the damage occurred, with time stamps, and a quote from the person or company you plan to hire to carry out the repair.
We also recommend keeping a record of all communication between you and the Guest, in case there is any disagreement about the nature of the booking.
What happens next
Your.Rentals will contact both you and the Guest, and may ask for further information or evidence. We will then liaise with the Guest and claim the amount from them on your behalf.
Once the claim is settled, we will pay you. The amount is included in your next payout, or paid within 30 days, whichever comes first.
A claim can be rejected, for example if the Guest provides evidence that they did not cause the damage, or if the reporting and evidence deadlines above are not met. If a claim is rejected we will tell you, and you would then need to resolve the issue with the Guest directly. See Security deposits for the full list of rejection scenarios.
Which bookings are covered
Your.Cover applies to bookings where the payment is processed by Your.Rentals. This includes channel bookings made through Your.Rentals and direct bookings made through Your.Rentals.
Bookings that enter your Your.Rentals calendar via iCal Sync, and manual bookings, are not covered by Your.Cover, because Your.Rentals does not manage the payment for those bookings.