Despite your best efforts, incidents happen. How you handle them can mean the difference between a minor issue and a major legal problem.
When a Guest is Injured
Immediate Steps
- Ensure immediate safety and call 911 if needed
- Document everything (photos, witness statements)
- Express concern without admitting fault
- Notify your insurance immediately
- Preserve evidence (don't fix the hazard yet)
What to Say
✓ Say:
"I'm so sorry this happened. Are you okay? Can I help you get medical attention?"
✗ Don't say:
"I knew I should have fixed that" or "It's my fault"
Property Damage Claims
Documentation is Everything
- Before photos of property condition
- After photos showing damage
- Receipts for damaged items
- Repair estimates
- All guest communications
Filing Platform Claims
- Report damage within platform timeframe (usually 14 days)
- Provide thorough documentation
- Submit repair estimates/receipts
- Be patient but persistent
Working with Insurance
- Report claims promptly
- Provide all requested documentation
- Keep copies of everything
- Understand your deductibles
- Know your coverage limits
Conclusion
Hope for the best, prepare for the worst. Documentation and prompt reporting are your best protection.
Need help with a damage claim? Use our Damage Claim Writer to create professional, thorough claims.
