Documentation Required

Strong documentation determines payout success.

Owners must provide

• Clear photos and/or video of the damage
• Product replacement URL links
• Repair estimates
• Invoices
• Replacement receipts
• Confirmation the item was in good condition prior to the stay
No photo evidence significantly lowers approval odds.
Always document damage thoroughly before any cleanup or repairs begin.

The strength of your claim is directly tied to the quality and completeness of your documentation.

Every piece of evidence increases your chances of a full reimbursement.

When Is a Damage Claim Needed?

A claim may be filed when:

A guest causes physical damage to the home or its contents
Items are missing after a stay
Excessive cleaning is required beyond standard turnover
A guest reports they damaged something
Normal wear and tear is not eligible for reimbursement.

Filing Deadline - 7 Day Rule

Strong documentation determines payout success.

7 Day Rule

All damage claims must be reported within 7 days of guest checkout. After 7 days, recovery options become extremely limited or unavailable.

48 Hour Best Practice

Submit documentation within 48 hours of discovering the issue for the best outcome.

Best Practice

•
Submit documentation within 48 hours of discovering the issue
•
Submit documentation before next guest checks in
Speed matters.
Delays reduce leverage.

What is Covered?

Eligible

Damage beyond normal use
Repairs tied directly to a guest stay
Necessary replacement of damaged items

Not Eligible

Wear and tear
Cosmetic aging
Pre-existing conditions
Minor scuffs or normal usage impact
Final reimbursement decisions are made by the booking platform or payment processor.

Should I Contact the Guest?

Direct communication can:

Escalate emotions
Create conflicting statements
Complicate documentation
Violate platform policy
Reduce reimbursement likelihood
Notify Triad. We handle the rest.
Final reimbursement decisions are made by the booking platform or payment processor.

Who Manages the Claim?

Triad submits and manages all damage claims on your behalf.

Guest Communication

We handle all direct contact with guests so you don't have to.

Platform Compliance

Every claim is submitted in full accordance with platform requirements.

Escalations

We escalate when necessary to maximize your recovery.

Deposit & Card Processing

Deposit or card processing when permitted by the platform.

Reimbursement Tracking

We monitor every claim through to final resolution.
Our role is to protect your revenue while keeping everything compliant.

What If the Guest Refuses to Pay?

If a guest declines or ignores the request:
Airbnb only

Formal Review

Claim escalated through formal review process.
Airbnb only

Card on
File Charged

Cards on file may be charged when permitted.
Airbnb only

Deposits & Waivers Applied

Damage deposits or waivers may be applied.
We manage the process from start to finish and communicate the final outcome.

Reimbursement Timeline

Once approved, reimbursement typically processes within:

5 to 30 days

Recovered funds appear on your Owner Statement labeled:

Guest Damage Claim

Timing depends on platform review and payment processing.
Keep an eye on your Owner Statement after a claim is submitted.
If you have questions about a specific line item, reach out to Triad directly.

Why Might a Claim Be Reduced?

Claim amounts may be adjusted due to:

Depreciation

Based on item age - older items may receive a reduced payout.

Excluded Costs

Based on item age - older items may receive a reduced payout.

Missing or Incomplete Documentation

Gaps in evidence can result in partial or denied claims.

Shared Responsibility Findings

If the platform determines partial fault, the payout may be reduced.
We always submit the full justified amount.
Final payout decisions are controlled by the platform, not Triad.

The Bottom Line

Damage claims are time sensitive and documentation driven.

Report Within 7 Days

Act fast.
The clock starts at checkout.

Provide Strong Evidence

Photos, receipts, and estimates are your best tools.

Let Triad Handle Communication

Stay out of direct contact with guests.
That is how reimbursement probability stays high and friction stays low.

FAQ

Have questions about how Triad’s management works? From pricing and marketing to customer support and owner taxes, our FAQs cover everything you need to know about partnering with us. Get clear answers and learn how we help you earn more - with less stress.
Every Question - Answered
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Guest Experience &
After-Hours Support:

(336) 252-8831
24/7 Support

Owner Support:

(561) 250-0742
Available: Mon-Fri, 9AM-5PM

Questions? Reach out to owners mail or your Triad Performance Advisor.

Copyright 2025. Triad Vacation Rentals. All Rights Reserved.
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