A flat in the 15th that welcomes families, groups of exhibitors or guests with heavy luggage will sooner or later have an incident: a mark on the sofa, a glass broken in the sink, a cupboard door that no longer shuts properly. When it happens, two things count: how fast the damage is recorded and how solid the evidence is.
The report, as soon as the guest leaves
Damage tends to show up during the cleaning or the check after check-out. Our team member takes photos on the spot, notes the condition of the item and emails you within the day. Set side by side with the pictures from the previous changeover, these time-stamped photos underpin every later step.
The claim with the platform
Airbnb, Booking and the other sites each have their own process and their own window for reporting a problem. We gather the photos, a precise description and, where necessary, a quote from the tradesperson. The case is submitted before the platform’s cut-off, and we then answer its questions, and the guest’s when that helps. The platform applies its own rules and makes the call; our job is to hand it a case with nothing missing.
Putting things right
Meanwhile our maintenance service has the damaged item fixed or replaced, so upcoming bookings are not lost and the next arrival finds the flat in order. If the incident involves the common parts of the building, such as a lift or an entrance hall in a Front de Seine tower, the caretaker or the managing agent is told as well.
Preventing rather than repairing
- A set of photos at every changeover, used as a record of condition
- House rules written into the listing and the welcome book: no parties, quiet for the neighbours, maximum number of occupants
- A message to the guest the day before they leave
Frequently asked questions
Who reports the damage to the platform?
We do, with your agreement: we build the photo file, send it and deal with the platform’s requests until it reaches a decision.
Does the platform always pay out?
No. Each site applies its own rules and decides on its own. On our side, the case is complete and sent in time.
How long do I have to report damage?
It varies from one platform to another. That is why the damage is recorded on the day of departure and reported straight after.
