Our partners are often first to enter a home after a guest leaves, and frequently the first to discover any damages that may have occurred during the stay.
That’s why, as the on-the-ground eyes for the owner, you can offer tremendous help by assessing for damage as you provide services, documenting it, and filing an incident report in your Partner Account as quickly as possible.
Look for obvious damage to the property as well as any evidence of rule violations — like pet hair on the furniture in a home with a no-pets policy, or the smell of smoke in a no-smoking property.
We ask that any damages or violations you discover be reported within 3 days of a guest’s checkout. Not only does this allow you to start on any necessary clean up or maintenance more quickly, but it also helps us connect with the owner on next steps in a more timely manner.
What Information Do I Need to File an Incident Report for Damages Discovered?
To properly submit an incident report, you’ll need to provide documentation related to the damages. If possible, we recommend making sure that evidence is dated or time-stamped, as it helps us firmly establish that the damage reported was caused by the guest who just left, rather than the next to check in.
Depending on the scenario, you may need to include one or more of the following in your report:
- Photos of the damage
- Detailed account of rules being broken if no photographic proof is available (i.e. the house smells like smoke in a non-smoking home)
- Valid invoices for excessive cleaning or additional repairs (including VAT number, date of service, and payment confirmation)
How Do I Submit an Incident Report in My Partner Account?
- Log into your Partner Account and navigate to the “Requests” tab in the upper right-hand corner of the top navigation bar
- Select the “Report an Incident” option
- Complete each form field in the pop-up box that appears, including the booking number
- Upload relevant documentation by clicking the “Upload” button in the form
- Click the "Submit Report" button
Note that you can also report an incident via the details page of any booking.
Once you submit the incident report, you’ll receive an immediate email confirming it’s been received. No further action will be expected on your part, as our team will then review the report and follow up with the owner directly to determine the best course of action. Evolve owners are protected by our Property Protection Plus damage protection program, which covers them for certain home damages and liability.
If you have further questions you can connect with our team by submitting a request in your Partner Account, or call 877-818-1014 and press 3.
Related Articles:
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How Do I Submit a Request?
What Do I Do When a Guest Has a Concern?