Every time a guest checks in or out, the likelihood of minor damage to your property increases. From shifting furniture around to bringing in luggage, guests unintentionally cause wear and tear as they move in and out of the property. Even the most careful guests can contribute to small issues simply by using the space in ways that you might not have anticipated. Understanding what’s reasonable, what’s an accident, and what could be classified as negligence is key to handling these situations effectively.
What’s Reasonable?
Some level of damage or wear during a guest’s stay is completely reasonable, especially considering the nature of short-term rentals. Furniture can get slightly scratched, linens may develop minor stains, and high-traffic areas like hallways or bathrooms can show signs of wear. These things happen, and they are part of the normal use of the space.
Reasonable damage could include:
- A scratch on the wall or a small dent from a guest moving furniture.
- A minor stain on the carpet or sofa that can be cleaned.
- Light scuff marks on floors from luggage.
- A small chip in a plate or mug that could have been accidental.
These types of issues are considered typical wear and tear. They don’t necessarily require charging the guest or blaming them for negligence. It’s also important to recognize that these types of damages are likely to happen no matter how careful your guests are, and it’s part of the cost of keeping your property in rotation for short-term bookings. The reality is that over time, things will degrade or need maintenance, and as a host, you have to plan for that eventuality.
What’s an Accident?
Accidents happen to everyone. A guest may knock over a glass of wine, trip while carrying a suitcase, or drop something heavy, which causes an unexpected breakage. These situations are not signs of carelessness but rather random occurrences that can happen to anyone.
Accidental damage might include:
- A cracked mirror from someone accidentally bumping into it.
- A broken lamp due to someone tripping over the cord.
- A stain on a carpet that wasn’t cleaned immediately and seeped into the fibers.
- A small item of furniture knocked over during normal activity.
In these cases, it’s important to remember that accidents happen. Guests are not intentionally trying to damage your property; they simply had a moment of misfortune. Most guests are likely to admit to an accident and will offer to pay for repairs or replacements if you handle the situation professionally. Approach the situation with understanding and ask for their perspective on how the damage occurred.
Accidents, while unfortunate, are a natural part of hosting. Guests who experience an accident are often appreciative of your understanding, and resolving the situation calmly will ensure a continued good relationship. Many guests will be willing to pay for the damage if asked in a respectful, non-confrontational manner.
What’s Negligence?
Negligence is different from accidents. It occurs when a guest’s actions show a disregard for your property or fail to take reasonable care. This might involve deliberate or careless behavior that directly leads to damage or a situation where a guest ignored house rules or failed to address a potential problem they were clearly aware of.
Examples of negligence could include:
- A guest spilling a bottle of wine on the carpet and not bothering to clean it up or report it.
- A guest causing damage to furniture by jumping on it or treating it roughly.
- A guest leaving windows or doors unlocked in extreme weather conditions, which leads to water damage or break-ins.
- A guest ignoring house rules and smoking indoors, causing smoke damage or leaving burn marks.
Negligence suggests intentional or avoidable harm. If you suspect negligence, it’s important to investigate the situation carefully. In these cases, it’s appropriate to contact the guest and discuss the damage in a way that makes it clear you’re seeking clarification, rather than jumping to accusations. It’s also wise to review the damage with a professional to determine whether it was preventable or if it falls within reasonable expectations.
If negligence is suspected, a careful and thorough conversation with the guest is necessary. However, it’s always crucial to remain professional, ask for clarification, and not make assumptions about intent. Sometimes the guest might not be aware of the full extent of the damage or could be open to resolving the issue in a way that avoids negative consequences for both parties.
1 Night vs. 10 Nights: The Impact of Length of Stay on Property Damage
The length of a guest’s stay plays a significant role in the likelihood of property damage. While it may seem that guests staying longer would naturally cause more damage due to extended use, the reality is more complex.
The Risk of Damage on Entry: One Night vs. Ten Nights
Short stays (1-3 nights) generally come with a higher risk of damage at check-in. Guests tend to be in a rush to make the most of their short time and may act hurriedly, which can lead to accidents—slamming doors, knocking over furniture, or spilling things. They may not take the same care with the property, viewing it as temporary, which increases the likelihood of damage.
Additionally, guests who are staying for a short time may be unfamiliar with the space and unsure of where things are. They might move furniture to make the space feel more comfortable for their short stay, or they may be hasty in their actions, not thinking about the long-term impact on the property.
However, longer stays (7-10 nights) also carry risk on entry. While guests will be more familiar with the layout and the house rules, the process of moving in and out—especially with extended luggage or personal items—can still result in accidental damage. The increased opportunity for interaction with the property increases the risk of minor accidents, even if the guest is cautious.
The Risk of Damage on Exit: One Night vs. Ten Nights
On the exit side, longer stays are typically less risky. Guests are more familiar with your property, so they’re less likely to make careless mistakes. They also may be more likely to report any issues they encountered during their stay, particularly if they have been there for a longer period and can better gauge whether something was wrong.
Short stays, in contrast, tend to be rushed. Guests checking out after one or two nights might not clean up properly, leaving behind a mess or even minor damages from their quick exit. They may also be eager to leave and not take the time to check the condition of the property before departure, which can sometimes result in accidental damage being overlooked.
Stop, Think, This Could Affect My Reviews – Is It Worth Raising or Just Wear and Tear?
In the heat of the moment, it’s easy to assume that any damage to your property is a result of poor behavior from a guest. However, it’s critical to stop and think before reacting. Damage, especially on exit, could simply be wear and tear, which is a normal part of hosting. Minor scuffs, stains, or chips may not be worth raising an issue with the guest, as these are inevitable over time.
A careful assessment of the situation helps prevent unnecessary negative reviews. Guests who feel unjustly blamed or accused are more likely to leave you a retaliatory one-star review. To avoid this, try to distinguish between damage that falls under reasonable use and what’s actually worth raising. Sometimes, letting small issues go can maintain a positive guest relationship, especially when it’s just a part of normal use and not negligence. You can also look at common hosting oversights that hurt ratings, such as those covered in when setting up an Airbnb, what you forget gives you a lower review.
If something is truly a big issue, address it professionally and calmly with the guest. Make sure to let them know you appreciate their stay and that you value open communication to prevent misunderstandings. Many guests will appreciate your fairness in handling these situations.
Summary: Protecting Your Property, Your Reviews, and Your Guests
Every time a guest checks in or out, there is an increased risk of damage. But it’s important to approach these situations calmly and rationally. Understand what’s reasonable, what’s an accident, and what’s negligence, and act accordingly. When assessing damage, always take the time to evaluate whether the situation is truly something worth addressing or just part of regular wear and tear.
If you can, use tools like cameras for monitoring your property, rely on your cleaning team to document the condition of the space before and after each guest, and communicate openly and professionally with guests when damage does occur. Your guests are human, and mistakes happen. By managing these situations with grace, you’ll ensure that your property remains in good condition, and your reputation as a host stays intact.
