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How to document a guest dispute

What evidence do I need if a guest violates the rental terms?

In the rare case that you experience a dispute with your guest, such as damage to the property, noise complaints or non-permitted parties, you have up to 48 hours after the check-out time to report a problem.

More information about how to report issues with guests is available here.

One of the ways to make the dispute process easier is to ensure that you have as much supporting evidence as possible. This makes it much easier for our support team and those of any rental channels to understand and solve the dispute in the fairest manner.

Whilst the exact evidence or information you should provide will vary depending on the issue, we recommend documenting as much as possible to help your case. For example:

  • Photos or videos of property damage or other guest violations such as non-permitted parties or gatherings

  • Police reports or official complaints submitted by yourself or another party, such as a neighbour

  • A signed letter or statement from a witness, such as a neighbour

  • Records of communication with your guest

Many channels ask for proof that you attempted to resolve the issue directly with the guest, so you should document any visits to the property, text messages, emails or phone calls (or attempted phone calls) including the time and date at which they were made. This is especially important if you are required to enter the property at any time during the guest's stay, which is usually not permitted except in exceptional circumstances.

Damage to property or items

If items need to be repaired or replaced, you should collect:

  • Web links to like-kind items

  • Website showing average cost of service to repair or replace the item

  • Estimate or Invoice on company letterhead

You should also retain any receipts if you replace or repair something before reporting the issue.

This evidence is required by many channels in order to authorise retention or charge of security deposits.