Guest damage is a matter between host and guest, typically resolved through the booking platform's protection program or the host's own insurance — not through Bend STR Cleaning's cleaning fee. Because the crew works 24/7 across 8 areas around Bend, damage usually gets caught and reported the same day it's found, giving hosts an early start on a claim.
Who's responsible — the host, the guest, or the cleaner?
Responsibility sits between the host and the guest, not the cleaning crew. Most bookings run through a platform's built-in protection program — a security deposit or damage guarantee — or through the host's own short-term-rental insurance policy; the cleaning company's role is to spot and report the damage, not to cover it.
How does the crew document damage when they find it?
Because turnovers happen between every guest, the crew is often the first person to see a property after a stay ends. Current hours: Mon–Fri 8:00 AM – 5:00 PM, Sat–Sun 10:00 AM – 4:00 PM.
What should a host have in place before this happens?
A documented pre-stay condition — photos or a walkthrough note before the guest checks in — makes any damage claim easier to support after the fact, since it's the baseline the post-stay report gets compared against. Hosts covering multiple properties across the Bend area benefit from having that baseline current for each one, not just the units that see the most turnover.
Will Bend STR Cleaning pay for guest damage?
No — cleaning fees cover the reset of the property, not liability for what a guest breaks or stains. That's what the platform's protection program or the host's own policy is for; Bend STR Cleaning's part is catching it and reporting it fast, at (458) 202-7543 if something needs to be flagged outside of a routine report.
What if the crew causes damage during cleaning?
That's a different situation from guest damage and is between the host and Bend STR Cleaning directly rather than the guest or the booking platform. Flag it as soon as it's noticed.
Does a damage deposit come out of the cleaning fee?
No. A security deposit or damage guarantee is handled through the booking platform or the host's own insurance, separate from what's paid for the turnover clean itself.
How fast will I know if something's damaged?
Current hours: Mon–Fri 8:00 AM – 5:00 PM, Sat–Sun 10:00 AM – 4:00 PM. Damage tends to get reported the same day rather than sitting unnoticed until the next booking.