24 rue July, 83000 Toulon
.png)
We will investigate and compile the case file; you decide how to proceed. There are three options for compensation, depending on the cause of the damage and the booking channel.
A broken glass can be replaced without a second thought. A stained couch, a forced-open door, or a broken appliance raise the real issue with short-term rentals: who proves it, who decides, and who pays? The answer lies in a procedure that runs like clockwork, where every hour counts given the platforms’ deadlines.
Receiving compensation is less a matter of luck than of how well your case is presented: choosing the right course of action, providing the right documents, and meeting the deadlines. Depending on the circumstances, three factors may come into play, and going to the wrong place wastes time—time that the reporting deadlines won’t allow you to make up for.
This page outlines the six steps of the procedure, the exact division of roles, the three avenues of appeal, the documents that make up a strong case, and the limits of our liability, stated in no uncertain terms.
The deadlines set by the platforms are short and strict: a late report results in the loss of coverage, regardless of whether the damage actually occurred. This is why claims must be reported within 24 business hours; each type of coverage then has its own deadline, often a few days.
We are not liable for the actions of travelers and are not responsible for any damage they cause, unless we are at fault. However, handling the administrative aspects of the case is included in our services at no additional charge.
Once you've been compensated, we'll take care of the purchases and replacements. You don't have to handle the repairs.
Administrative support is included: preparing the claim file, tracking the compensation, and then handling buybacks and replacements—all at no additional charge. Your role is limited to making decisions and, for building insurance, filing the claim with our assistance.
Throw away, repair, or replace before documenting. Photographs and a comparison with the initial inventory form the basis of the entire case: without evidence, it’s one person’s word against another’s, and insurance claims will be denied.
Outside of the platform, there is no automatic coverage. This is the main reason to purchase supplemental coverage even before making your first direct reservation.
Who pays for the damage?
Depending on the option you choose: the traveler, the platform’s warranty, or your insurer. We are not liable for the actions of travelers, unless we are at fault.
Why is there a 24-business-hour delay?
Because the warranty periods for these platforms are short and strict: reporting the issue quickly protects your rights, regardless of the course of action you choose to take afterward.
Which path should I choose?
The table above breaks down the information by the cause of the damage and the booking channel. In practice, we will guide you to the appropriate course of action as soon as the incident is reported.
What exactly are you doing, and who is putting together the proposal?
Photographic documentation, comparison with the inventory, cost estimation, case file preparation, compensation tracking, and then buybacks. We prepare the case file for both the platform’s coverage and any separately purchased coverage; for building insurance, you file the claim with our assistance, using the documents we provide. We handle everything except the decision on how to proceed, which is up to you.
What happens after compensation is paid?
We'll take care of purchases and replacements: you don't have to worry about restoring the property to its original condition.
Is my PNO enough?
This is rarely the case for furniture and personal belongings, even though they account for the most common claims. Supplemental coverage fills this gap.
What if it was your team that broke it?
We are liable for this, regardless of the professional liability coverage of our service providers.
Updated as of July 27, 2026 · Describes the current service agreement. The agreement and its appendices take precedence over this content, which is provided for educational purposes.
.png)
