Guest Screening & Damage-Claim Process

From the Wyo Stays team. Educational information, not legal advice.

The vast majority of guests are wonderful. This guide is about the small minority — and being ready so that when something goes wrong, it's an inconvenience, not a catastrophe.

Part 1 — Screening (stop problems before they book)

Good screening prevents most claims from ever happening.

Verify identity and intent. Use the platform's ID verification, and for direct bookings, verify identity yourself. A quick, friendly message asking about the trip ("What brings you to Sheridan?") tells you a lot — vague or evasive answers are a flag.

Watch the risk signals. One-night local bookings, large groups in a small home, last-minute "party" language, and brand-new accounts with no reviews all deserve a second look. You're allowed to ask questions before you confirm.

Set expectations in writing. Clear house rules and a signed rental agreement (see the House Rules + Rental Agreement Template) — max occupancy, no parties, quiet hours, pet policy — give you both a shared understanding and a footing if something's breached.

Consider a screening tool. Services that verify ID and score booking behavior can cut chargebacks and damage on higher-volume operations. Worth it as you scale.

Keep the deposit or damage waiver clear. Decide your approach (see Security Deposit vs. Damage Waiver) and state it up front — it both deters and covers you.

Part 2 — When damage happens (the claim process)

Move calmly and by the numbers:

1. Document immediately and thoroughly. Photos and video of the damage, dated. Your turnover photos (see the Turnover Photo Checklist) prove the "before." Documentation is the entire ballgame.

2. Assess and get estimates. Repair or replacement cost, with quotes or receipts.

3. Communicate with the guest professionally. Facts, photos, and the specific cost. Most reasonable guests resolve it here. Stay calm and factual even if they don't.

4. File through the right channel — in order: - Platform resolution (Airbnb Resolution Center / AirCover, Vrbo) for OTA bookings — within their deadline, which is often tight. - Your security deposit / damage waiver for direct bookings. - Your commercial insurance for anything large (see The STR Insurance Guide).

5. Log it and prevent the repeat. What broke, what it cost, and what would stop it next time — a house-rule tweak, a better lock, a screening change.

Why "before" photos win claims

Almost every disputed claim comes down to proving the damage wasn't already there. A consistent turnover photo routine after every clean is your cheapest insurance — it timestamps the property's condition and makes claims fast and winnable.

Your screening & claims checklist

1. ☐ ID verification on for every booking (incl. direct)
2. ☐ Friendly pre-booking question to gauge intent
3. ☐ Signed house rules + rental agreement
4. ☐ Deposit or damage-waiver approach set and disclosed
5. ☐ Turnover photos captured after every clean
6. ☐ You know each channel's claim deadline
7. ☐ A simple incident log to spot patterns

We screen, document, and handle claims for you

Guest vetting, turnover documentation, and running a claim through the right channel on deadline are part of full management — so a bad apple becomes our problem to solve, not your weekend.

→ Unlock the screening SOP + claim template, or → get a free property evaluation.