Guest damage is between the host and guest, typically resolved through the booking platform's protection program or the host's insurance — Bend STR Cleaning isn't a party to that claim. The crew photographs anything out of place at every turnover and flags it the same day, since the team is on call seven days a week.
Who's responsible — the host, the guest, or the cleaner?
Cleaning and liability are two separate things. If a guest damages the property, that's a matter between the host and the guest, typically resolved through the booking platform's damage protection program or the host's own rental insurance. Bend STR Cleaning isn't a party to that claim — the crew's job is to catch it and report it, not to adjudicate or pay for it.
How does the crew document damage when they find it?
Photos get taken during the post-checkout walk-through, the same visit the turnover happens, and go to the host before the next guest checks in. Because the team is on call seven days a week, that report doesn't sit until the next business day — it goes out the same day the crew is on-site.
What should a host have in place before this happens?
A mechanism that's already active before a guest ever checks in — the platform's built-in damage protection program or a standalone short-term rental insurance policy — so there's somewhere for a claim to go the moment the walk-through flags something. Sorting that out after damage is found is the expensive version of this problem.
What happens if a guest damages the property?
Guest damage is between the host and guest, typically resolved through the booking platform's protection program or the host's insurance — Bend STR Cleaning isn't a party to that claim. The crew photographs anything out of place at every turnover and flags it the same day, since the team is on call seven days a week.
Will Bend STR Cleaning pay for the damage?
No. Cleaning is a separate service from liability coverage — the crew documents what's out of place and reports it, and the host resolves the claim through the platform's protection program or their own insurance.
How fast will I find out something's damaged?
The same day. Damage gets flagged during the post-checkout walk-through, and since the team operates 24 hours a day, seven days a week, that report doesn't wait on the next business day to reach you.
What if damage is found right before the next guest checks in?
The turnover keeps moving — the crew documents the issue and continues the reset in parallel, so the next guest isn't held up while the damage conversation happens separately with the host.