When the Guest Isn't Right: Handling Claims With Class

Step 1: Pause the Panic, Document Everything

Damage discovered after checkout? Take a breath. The clock is ticking, but you've got tools.

Best practices:

Take clear, timestamped photos
Get cleaner or staff statements
Note reservation details (dates, guests, extras)
Save receipts for repair or replacement

Even if the guest is already gone, your records tell the real story.

Step 2: Let the Protection Plan Work for You

If you're enrolled in CiiRUS Protect, this is your moment. The program covers:

MM in real property damage
$25K for contents (TVs, sofas, appliances, etc.)
MM in liability
5K for bedbug treatment & income loss

It replaces old-school security deposits with actual coverage and pays you a revenue share of every policy sold.

Just log into your CiiRUS account, go to Owners & Listings > CiiRUS Protect > Claims & Reports, submit your claim, and let the pros handle the rest.

Step 3: Communicate Calmly with Guests (Even If You're Fuming)

Not every situation calls for guest follow-up—but when it does, keep it professional.

Try language like:

"During post-checkout inspection, we found damage to [item]. Fortunately, your reservation was covered by our protection plan, so no further action is needed on your part."

No blame. No back-and-forth. Just a proactive message that positions your brand as capable and caring.

Step 4: Keep Your Homeowners in the Loop

Even if a claim is already in motion, your homeowner wants to hear it from you—not from a maintenance invoice.

Quick update templates:

Just a heads up: our team found damage in [Property Name] after the last checkout. We've submitted a claim through CiiRUS Protect and expect reimbursement shortly. No cost to you. I'll update you as soon as funds are approved.

It builds trust, shows accountability, and reassures them their investment is safe in your hands.

Bonus: Turn Claims Into Passive Revenue

Don't forget: With CiiRUS Protect, you earn a revenue share on every policy—automatically added to each eligible reservation. That means every claim is not just a recovery—it's also a recurring income stream.

TL;DR – Claim Peace of Mind

Damage is inevitable. Drama isn't. With the right process, professional communication, and built-in protection, you can resolve issues smoothly and walk away with your brand, your reputation, and your revenue stronger than ever.

Need help enabling CiiRUS Protect?
Visit our Protect page or email protect@ciirus.com. We'll help you get covered fast.