The panic isn’t usually about the broken lamp or the stained rug. It’s about the guest arriving in four hours and not knowing what to do first. Here’s the order that actually works.

1. Document before you touch anything Photos and video, from multiple angles, before you clean or move anything. Timestamp matters — most platforms and insurers want to see when it was found, not just that it exists.

2. Separate wear from damage A worn cushion isn’t a claim. A cigarette burn is. Before you escalate anything, be honest with yourself about which one you’re looking at — it saves time and protects your credibility for the claims that are real.

3. Message the guest first, factually Lead with what you found, not an accusation. Most damage conversations go better when they start as information-sharing rather than confrontation — you get more cooperation, and a clearer record either way.

4. File through the platform’s process, promptly Every major platform has a claims window and a specific process — check the current terms for the platform you’re on, since these change. Filing late is one of the most common reasons legitimate claims get denied.

5. Fix it before the next guest arrives This is where the clock actually matters. A repair that waits until “next week” becomes a bad review this week. A dedicated turnover team can assess and often resolve minor issues same-day, instead of the booking absorbing the damage.

Every turnover we run includes photo condition reporting — so if something does happen, you’re not scrambling for evidence after the fact. It’s already there.