Guest damage: recording, pricing, recovering

At changeover

The changeover checklist ends with a five-point inspection. Anything wrong: Damage on the job — a photo, what it is, which item if it is an inventory item or asset. The cleaner does this on the phone before cleaning the evidence away. The item is tagged to the stay that just ended.

Pricing

An inventory item: at cost, from the ledger. An asset: repair cost from the ticket it raises, or replacement cost at its recorded value less age if you prefer. A repair (a wall, a door): the contractor's quote, then the receipt. The platform prices at cost because that is what the channel will reimburse and what a guest will accept.

On the stay

The stay shows the damage items with photos, cost and status: claimed, reimbursed, absorbed. The unit's P&L shows the cost under direct costs and the reimbursement under recoveries when it arrives, so the net is visible and the minibar margin is not polluted by it.

Recovering

Each channel has a resolution process with a window — Airbnb's AirCover asks for a claim within fourteen days of checkout or before the next guest, whichever first. Claim pack on the stay produces what they ask for: the photos with timestamps, the pre-stay ready photos for comparison, the receipt or quote, the cost. Submit it through the channel; record the outcome on the stay.

Direct bookings

Without a channel, it is an invoice to the guest at cost with the same pack attached, or a deduction from a security hold if you took one. Same evidence.