While Evolve’s Property Protection Plus (PPP) program covers the vast majority of damages that our owners encounter, there are certain guest scenarios that incur incidental costs not covered by PPP.
According to the terms of our rental agreement, guests are responsible for these charges should you choose to request compensation.
Please note, though, that our vacation rental performance experts recommend you avoid post-stay incidental charges unless absolutely necessary.
Here's When an Incidental Charge May Be Appropriate
The following circumstances are those that Evolve deems valid for post-stay incidental charges:
- Citations from local law enforcement caused by guest behavior
- Fees from a homeowners association (HOA) caused by guest behavior
- Unauthorized purchases made by the guest at your expense, such as on-demand entertainment
Please remember that any damage as the result of normal wear and tear, damage to or by motor vehicles, excess utility usage, and the replacement of consumables are not covered by Property Protection Plus, and are also not grounds for an incidental charge.
Here’s Why We Advise Against Incidental Charges
Charging guests after their stay can lead to bad reviews and, in turn, less business for your home — and it can be hard to restore your reputation and maximize revenue after a drop in performance. So while it can certainly feel frustrating to assume responsibility for an incidental cost in the rare event this kind of guest damage occurs, it might actually be more beneficial to your bottom line in the long-term to do so.
In certain instances, guests might also dispute incidental charges. This process can result in a guest chargeback, which would immediately return requested funds from your account to theirs — so it’s best to avoid altogether.
How to Initiate a Post-Stay Incidental Charge
If you’re in a situation where you believe an incidental charge is valid and necessary, you can initiate one by submitting an incident report via your Owner Account.
You’ll need to do so with supporting documentation (citations, HOA invoices, proof of unpaid optional fees, etc.) within 14 days of the guest’s checkout. Here’s how:
- Log in to your Owner Account and click on “Bookings” in the top navigation bar
- Select the booking that needs an incidental guest charge
- Scroll toward the bottom of that booking page and click on the red “Report an Incident” button on the right-hand side
- In the pop-up window that appears, fill out all of the fields and attach any supporting documentation by clicking the “Upload Files” button
- Click the “Submit Report” button
Once submitted, you’ll receive an immediate confirmation email and can also view the report on that booking’s page below your payout details.
If you need to add any additional evidence to help us process your incidental charge request, you can edit the incident report in your Owner Account after submission.
Related Articles:
How Does Property Protection Plus Cover Home Damages and Liability?
How Do I Submit an Incident Report for Damage or Liability Claims?
Does Evolve Screen Potential Guests?