Dealing with Damage to your Holiday Rental Property

Owning a holiday rental in the Cotswolds can be incredibly rewarding, from welcoming guests to generating income but with turnover comes the occasional property damage. Accidents are part of life, whether it’s a chipped plate, a spilled glass of wine, or more serious breakages. Knowing how to assess, manage and resolve damage issues professionally is essential to protect both your investment and your guest relationships.

In this expanded guide, we’ll take you through everything from identifying minor wear and tear to handling contested claims, all with clear steps and helpful advice for holiday let owners.

Assessing the damage

Firstly, you must assess the severity of the damage. A broken glass, chipped  crockery or scuffs on the paintwork should be classed as wear and tear and absorbed into the general maintenance of the cottage.

However, if there’s red wine on the carpet, a burnt kitchen worktop or a broken TV, this can be trickier to resolve. These things happen to all of us, at home as well as when we’re on holiday.

Most guests will be honest and respectful of your holiday cottage and let you know that an accident has occurred.

You may even find guests offering to replace or repair whatever it is that is damaged. But, in the odd incidences where this doesn’t happen and guests have caused damages and not been upfront about it, it is important to stay clear-headed and methodical.

What can I do about guest damage to my property?

At Manor Cottages, our advice to our owners is first and foremost to think about this even before it happens. You must make sure that your insurance covers a holiday let from the beginning.

If your property is self-managed / owner managed, you will need to carry out the next steps by yourself. If however, your property is managed by Manor Cottages, we will organise the repairs or replacements for you.

Firstly, once the damage is done, you will need to start by getting photographic evidence of the damage. Establish the facts, if you can, from the guests and try to avoid conflict. It’s important to avoid anger and personal comments, even if the guest is angry and agitated.

Next, get a financial figure for the repair. It’s good to involve the guest here, explain that you will get a quote for the damage and that you will send them a copy.

Lastly, should the guests contest the outcome, make it clear that you wish to pursue it further. Give them the chance to contribute, judge the right and wrong if possible, ask them for their input.

What if you can’t resolve the situation?

Following these steps will, in most cases, resolve the situation. But if it doesn’t, the final step would be the small claims court.

An official notification from a small claims court often results in a payment in your favour. But do note that, reassuringly, in the vast majority of cases, it never comes to this.

Good housekeeping bond

If you have valuable items or the property has features that you’re worried about, you could look to take a security deposit. This is known as a good housekeeping bond at Manor Cottages.

There are pros and cons to this however, it could give you reassurance that any damages would be covered. One of the cons to this would be that some people might not look to book the property due to fear of not enjoying their stay.

If you’re worried about the above putting off bookings, you could also look into accidental damage holiday home insurance. One of our new property consultants and owner success team would be more than happy to assist with supporting you.

Preventing damage before it happens

A proactive approach can reduce damage incidents and complaints:

• Clear house rules: Highlight expectations around no-smoking areas, pet policies, and usage of high-value features
• Welcome guides and signage: Provide guests with information on how to use appliances safely and properly.
• Routine maintenance checks: Address small issues before they become costly problems.
• Security measures: Consider smoke detectors, carbon monoxide alarms, and locks to protect both guests and property.

A regular maintenance schedule not only prevents damage but also ensures compliance with safety and insurance standards. See our spring cleaning and maintenance guide for more tips.

Handling your guests with care

Strong communication and clear expectations lay the foundation for positive guest experiences, even when damage occurs. In many cases, guests who are treated respectfully and fairly will work with you toward resolution, often reducing stress and maintaining your property’s reputation.

Dealing with damage

Dealing with damage in your holiday home doesn’t have to be stressful. By staying organised, documenting thoroughly, communicating professionally and understanding your rights and responsibilities, you can protect your investment and keep your holiday let bookings running smoothly.

For more insights on holiday letting, property management and owner advice, browse our Owner Advice blog section

Chat to one of our specialists for any advice about guest damage in your holiday home by calling us on 01993 824 252 or email newowners@manorcottages.co.uk

For more information about letting your cottage with us, complete the form below to request contact from our team. You’ll also receive a copy of our FREE Owner Guide. 

Photo by CHUTTERSNAP on Unsplash | Photo by Chad Madden on Unsplash