24 rue July, 83000 Toulon
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We investigate and compile the report; you decide how to proceed.
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.
This page outlines the six steps of the procedure, the exact division of roles, and the scope of our liability, which is stated unambiguously.
The platforms’ deadlines are short and strict: a late report results in the loss of coverage, regardless of whether the damage actually occurred. That is why claims must be reported within 24 business hours.
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.
Administrative support is included: compiling the application, tracking compensation, and then redemptions and replacements. You decide, we handle it—at no additional charge.
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.
A departure on Friday evening can be reported on Monday: the 24-hour reporting period includes business days. The platforms’ time limit, however, begins as soon as the traveler departs.
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.
What exactly do you do?
Photographic documentation, comparison with the inventory, cost estimation, compiling the claim file, tracking the compensation process, and then buybacks. Everything except deciding on the next steps—that’s up to you.
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.
What if it was your team that broke it?
We are liable for this, regardless of the professional liability coverage of our service providers. The scope of liability is detailed on page 1.9.
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.
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