LE CIEL JOURNAL · FOR PROPERTY OWNERS
A chipped cup or a damaged chair can turn a quiet checkout into an uncomfortable conversation. Owners want to protect a carefully prepared home. Guests want to know that a concern will be assessed fairly. Clear deposits and damage claims begin with an understandable process, long before anyone needs to use it.
The useful aim is a documented decision, not a quick accusation. Separate the booking terms, the facts about the item and the amount being requested. That makes it easier to explain a genuine problem, correct a mistake and keep the next arrival on track.
Set deposits and damage claims around the booking channel
Before introducing a deposit, check the current rules of the booking channel and the requirements that apply to your particular arrangement. Confirm the amount, collection method, return process and circumstances for any proposed deduction. Get suitable professional advice where the local legal position is unclear.
Do not copy another property’s rules
Airbnb’s pricing and payment transparency policy says most hosts cannot charge a security deposit or card hold for incidentals; limited exceptions have disclosure requirements. It also requires guest reimbursement requests to use its Resolution Center. A direct-booking procedure is not automatically permitted for an Airbnb reservation.
For a direct stay, make the applicable terms available before commitment and confirm how they will be administered. Do not describe a deposit as a cleaning fee, introduce it as a surprise at arrival or imply that every Le Ciel property uses identical arrangements.
Build a useful record before the stay
A short inventory should identify the item, its condition and any existing issue. Record recent repairs and replacements. A clear photograph of a chair leg or a countertop can be more useful later than a beautiful wide shot of the room.
Make arrival reporting easy
Tell guests how to report an existing mark, missing item or appliance problem. Acknowledge the message and add it to the property record. Do not make guests feel that raising a concern threatens their welcome; early reporting helps your team distinguish an old issue from a new one.
Keep records within the approved operational process. Avoid photographing guests’ documents or private belongings when recording a property condition. Share only the relevant material with the people handling the issue.
Inspect first, then decide what the evidence supports
When an issue is found, note who discovered it and when. Compare it with the latest reliable condition record, housekeeping notes, maintenance history and any guest message. Check other plausible explanations before linking the problem to the departing reservation. Keep original inspection files unchanged; do not manufacture or alter evidence.
Separate wear, failure and new damage
A faded cushion, an ageing hinge and a newly broken fitting may call for different responses. Airbnb’s host damage protection guidance excludes normal wear and tear and routine checkout cleaning. Its conditions and evidence requirements still apply; a protection programme is not a promise that every request will be paid.
If the cause is uncertain
Record that uncertainty. A photograph taken after departure shows the condition at that time, but may not establish when or how the issue arose. Ask a focused question and investigate rather than presenting an assumption as a conclusion.
Prepare an itemised, supportable amount
Obtain a repair assessment or an appropriate replacement quote. Include the item’s age, prior condition and any relevant purchase record. Consider whether repair is practical before requesting a new replacement, and follow the valuation rules of the applicable agreement or claims process.
Avoid turning a repair into an upgrade
If one chair can be repaired, do not simply charge for an entire upgraded dining set. Explain the actual proposed remedy and its supporting cost. Keep estimates distinct from paid invoices, and update the record when the final work or amount changes.
Separate routine turnover work from documented extra work. Our guide to explaining cleaning fees and delivering the standard helps define the preparation already included in the stay. Avoid claiming the same cost twice through overlapping requests.
Send a calm message with room for a reply
Describe the item and observation, attach the relevant evidence and explain the amount you are asking to discuss. Use the booking channel’s approved process. Give the guest a clear way to respond, including evidence that may change your assessment.
During the departure inspection, we found a chip on the mug shown in the attached photograph. We are checking it against the arrival record. Could you let us know whether you noticed it during your stay? We will explain any proposed request and its supporting cost through the appropriate booking process.
This is an illustrative message, not a finding about an actual guest. Do not threaten a negative review, use public comments to press for payment or treat silence as an admission.
Close deposits and damage claims with a clear record
Check current submission and response deadlines promptly; different stages may have different requirements. Record what was requested, agreed, disputed, returned or paid. Follow the applicable deposit-release and dispute process, with a written explanation and evidence for any retained amount.
If new information shows the request was wrong, correct it. Once resolved, retain the necessary records under your approved policy and turn repeated problems into maintenance or inventory improvements. Discuss your property’s operating process with Le Ciel to clarify responsibilities and arrangements individually.
