Operations
Reporting damage and claiming against guests
4 min read · 4 min
How it works
When a guest causes damage, you report it to RENTUJEMY — we run the entire recovery process. Depending on the reservation, we can act through three routes: deducting from the guest's deposit, filing a direct claim against the guest, or submitting to the booking platform (e.g. Airbnb AirCover). You do not need to contact the guest or the platform yourself.
How to report damage
Contact RENTUJEMY support
Send a message to our support team with a description of the damage, the reservation number, and the guest's check-out date. Attach photos of the damage and, if available, repair invoices or quotes.
Do it within 7 days of check-out
Claims can only be submitted within 7 days of the guest's check-out. After this window, the deposit is considered clear of claims and we cannot pursue the guest or the platform.
Minimum claim value: 100 PLN
Claims below 100 PLN are not processed. Claims cannot relate to fair wear and tear, utility charges, or booking fees.
Required evidence
As a cohost you organise cleaning yourself — which means you are also responsible for the documentation. You must upload photos to the RENTUJEMY system before the reservation starts and after it ends. The upload timestamp is what proves the photos were taken at the right time. Without it, a claim cannot be processed.
Pre-stay photos — uploaded before check-in
Take photos documenting the property's condition after cleaning and upload them to the RENTUJEMY system before the reservation begins. The upload timestamp must precede the guest's check-in — this is the basis of verification. No pre-stay photos means no claim.
Damage photos — uploaded after check-out
Take photos of the damage immediately after the guest checks out and upload them to the system. The timestamp must fall after check-out and before the next stay.
Repair invoices or quotes
Documents confirming the cost of repair or replacement. The more detailed, the faster the verification.
How RENTUJEMY processes the claim
Deposit deduction
If a deposit was collected from the guest, RENTUJEMY deducts the damage amount from it — up to the deposit collected for that reservation.
Direct guest claim
If the deposit does not cover the damage or was not collected, RENTUJEMY can pursue a claim directly against the guest.
Booking platform — AirCover (Airbnb)
For Airbnb reservations, we submit the claim through AirCover — Airbnb's host damage protection programme. Airbnb pays out directly to RENTUJEMY. We track and follow up the claim on your behalf.
Other platforms
For Booking.com and other platforms without a dedicated protection programme, we escalate the claim under that platform's terms.
Payout
Amounts recovered through claims are added to your monthly payout. RENTUJEMY does not charge any fees for handling claims. Timing depends on how long the claim takes to resolve — AirCover cases can take several weeks.