Read first
The two rules before anything else
Rule 1: Do not clean, repair, or touch anything until it is fully documented. Not even a small cleanup. Not even straightening a pillow. Every modification to the scene weakens the claim.
Rule 2: Do not contact the guest while you are emotional. A hostile or threatening message becomes a tool the guest and the platform can use against you. Wait, breathe, then use the approved template.
Do not skip this
The single most common claim-killer is cleaning before documenting. It removes evidence and makes real damage look fabricated after the fact.
Hour 0 · the first 15 minutes
Discovery
- Stop. Do not walk further into the space until you are recording.
- Open voice memos and state: "I am [name], at [property], the time is [time], the date is [date]. I am about to document damage found after [guest name]'s checkout."
- Write down the exact time of discovery
- Write down who is present with you as witnesses
- Do NOT call anyone who is not physically present
- Do NOT post anything to social media
- Do NOT message the guest yet
Locked in the full checklist
Hours 0 to 4 · documentation
Document the scene
Hours 4 to 12 · assessment
Assess and decide
Hours 12 to 24 · communication
Contact the guest and prepare in parallel
Reference · keep this visible
The six mistakes that kill claims
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