As you embark on your journey of purchasing and managing a short-term rental (STR) or Airbnb property, there are numerous factors to consider. Not only do you have to find the right property, but you also need to ensure that the property is well-maintained, safe, and welcoming for your guests. It’s an investment of time, effort, and money that you expect will yield great returns, both financially and in terms of guest satisfaction. But there’s one crucial aspect of property management that often gets overlooked—how to handle damage, wear and tear, and the emotional side of property ownership.
It’s easy to feel emotionally attached to your property. After all, you’ve put in a significant amount of work, effort, and probably even sweat into making it exactly what you want. But as with all things in life, wear and tear is inevitable. As a host, you’ll encounter situations where things break, get scratched, or wear down—whether it’s a small stain on a rug or a broken chair. The key challenge is learning when to address these issues with your guests, when to accept that it’s just normal use, and when to let it go. In this guide, we’ll explore how to balance the emotional investment you’ve made in your property with the practical realities of property management.
The Emotional Toll – Why You’ll Feel Attachments to Your Property
It’s going to be emotional. You’ve worked hard to transform your property into a welcoming, beautiful space. You’ve spent countless hours picking out furniture, sourcing the best linens, curating the perfect décor, and perhaps even undergoing renovations to make the property as appealing as possible for your guests. When something goes wrong, it’s natural to feel frustrated, angry, or even heartbroken. You’ve poured your energy into this property because you want it to succeed, and when damage occurs, it can feel like a personal affront.
It’s easy to get wrapped up in the emotions of the moment, especially when the damage is something you view as a setback for your investment. You might think, “I’ve spent months on this property! Why is this happening?” But as a property investor, it’s important to take a deep breath and remember that property management is a marathon, not a sprint. The emotional investment in your property is significant, but it can cloud your judgment when it comes to making decisions about whether to raise a concern with your guests or simply chalk it up to normal use.
When you’re emotionally involved, it’s easy to overreact. You might want to contact the guest immediately or escalate the situation, but often, it’s better to pause and think before taking action. Is the issue really as big as it feels in the moment? Could it just be a minor inconvenience that’s part of the wear and tear every property goes through?
Weighing the Cost – Is the Damage Significant Enough to Address?
After the initial emotional reaction, it’s important to take a moment to objectively assess the damage. Ask yourself: How much will this actually cost to fix? If it’s a minor issue—such as a small scratch on a table, a slightly stained cushion, or a dish that’s chipped—it may not be worth your time or energy to make a fuss. These kinds of issues fall into the normal wear and tear category, which is inevitable in any property that gets regular use, especially in a short-term rental.
On the other hand, if the damage is more substantial—like a broken appliance, significant stains that can’t be cleaned, or serious structural damage to your walls or furniture—it’s worth considering whether it’s something you need to address. In these cases, it’s important to be professional and clear when communicating with your guest, but it’s equally important to stay calm and not allow the situation to cloud your judgment.
Understanding Wear and Tear – The Inevitable Reality
As a short-term rental host, wear and tear is not only inevitable, but it’s also something you have to plan for as part of your overall business model. All properties experience some degree of wear over time, especially if they’re used by different guests on a regular basis. From small scuffs on walls and floors to worn-out fabrics or upholstery, these minor imperfections are simply a natural result of everyday use.
Think of your property as a living, breathing entity. It’s going to age, and things will break down, even with the most well-intentioned guests. Recognizing and accepting this fact will save you a lot of unnecessary frustration.
Common examples of wear and tear include:
- Scuffs on the walls or floors – Small marks caused by moving furniture or daily activity.
- Faded fabrics and upholstery – Fabrics lose color with use, sunlight, and regular washing.
- Minor scratches on furniture – Furniture that’s frequently used will inevitably get scratched, even with careful guests.
- Slightly stained linens – Towels and sheets will naturally lose their crispness over time due to regular washing and use.
It’s vital to understand that wear and tear is not a personal attack on your property or your hard work. It’s simply part of the reality of owning and maintaining an investment property. If you spend too much time focusing on these small, inevitable issues, you risk getting bogged down by things that don’t truly affect the overall success of your rental.
Not Many Guests Intentionally Damage Property – Things Happen
It’s crucial to recognize that very few guests come into your property with the intention of damaging anything. Most guests treat the properties they stay in with respect, especially if you’ve made it clear that you expect a high standard of care. However, life happens. People may accidentally knock something over, spill a drink, or drop something fragile. It’s important to put yourself in your guests’ shoes and remember that mistakes happen, and these are often part of the normal course of events.
Accidents can happen even in the most well-managed properties. A guest might not have realized that a chair wasn’t stable and accidentally broke it, or perhaps a child spilled something on a couch. While these things may cause frustration in the moment, they shouldn’t lead to unnecessary blame or hostility. Guests are not out to damage your property—they simply might not be aware of the risks or how fragile some items are.
By accepting that accidents are part of the experience, you can avoid making a bigger deal out of small issues. Often, these minor damages are nothing more than part of regular use. Instead of immediately jumping to conclusions, take the time to assess the situation fairly. If it’s an accident, it’s best to handle it with empathy, keeping in mind that everyone makes mistakes.
Is It Worth Raising with the Guest?
Now that you’ve calmed down and assessed the situation, it’s time to ask: Is this something that needs to be addressed with the guest, or is it just wear and tear?
Before reaching out to a guest about an issue, consider the following:
- Broken Appliances: If an appliance breaks due to misuse or negligence, this should be discussed with the guest. But if the appliance simply broke down due to age, it’s better to handle it on your own.
- Large Stains: Stains that can’t be removed might require the guest’s attention, especially if they are recent. However, older stains might just be the result of multiple guests and normal wear.
- Serious Damage: Major damage like broken furniture, holes in the walls, or destroyed flooring should definitely be addressed with the guest.
The key is to approach these issues with a level head. If it’s something that’s truly your guest’s responsibility, frame the conversation in a neutral, non-accusatory way. For example, instead of saying, “You broke my furniture,” try, “It looks like the furniture was damaged during your stay, and I’ll need to assess the costs of replacing it.”
Your Reviews are Worth More Than a Claim
As much as it may feel like you need to claim compensation or ask for reimbursement after damage occurs, your reviews are worth more than any single claim most of the time. In the world of short-term rentals, your reputation is everything. A small claim or attempt to charge a guest for damages can quickly escalate into a negative review or poor feedback, which can significantly harm your standing on platforms like Airbnb or Booking.com.
Guests are sensitive to how they are treated, especially when something goes wrong. If you immediately jump to claim reimbursement or make demands for damages, they may feel uncomfortable, defensive, or even insulted, leading to a bad review. These negative reviews can linger far longer than the few dollars you might get from a claim, and they have the potential to scare away future bookings. In fact, your actions as a host can directly cost you bookings, which makes it even more important to focus on guest experience over minor issues.
Instead, consider putting the guest experience first. If the damage is minor and doesn’t affect the overall quality of their stay, it’s often better to accept the loss and maintain a good relationship with your guests. Focus on being professional, empathetic, and understanding. If you handle things calmly, guests will often appreciate your approach, and this can result in positive reviews that help boost your credibility.
In the long run, it’s the reviews that will ensure your business thrives. A single guest’s positive review can bring in multiple new bookings, whereas a bad review can do far more damage to your future prospects. When you focus on guest satisfaction over the small stuff, you build a loyal base of repeat guests who appreciate your professionalism and approachability.
Conclusion – Think Before Acting
Managing a short-term rental property is not without its challenges. As you’ve invested time, money, and energy into creating.
