Mid-term renter issues

[Vivien280]

A mid-term renter recently checked out of my property. A sturdy coffee table is found broken and a floating shelf in the restroom is sloping downward...looks like the guest placed something really heavy on the shelf and caused the damage. I have to pay someone to repair all of that.  Cigarette butts are found all over the patio and front yard even though the guest guide clearly states that smoking, vaping and e-cigarettes are strictly prohibited both indoor and outdoor.

Is it reasonable to file claims for the damages that require repairing?

How do I manage guests that ignore house rules? 

Thank you! 

[Vivek143]

Hi @Vivien280 

Yes, it’s absolutely reasonable to file a claim for both the damage and the rule violations.

For the broken coffee table and the damaged floating shelf, those fall under physical damage beyond normal wear and tear. As hosts, we expect guests to use items responsibly, and when repairs are required due to misuse, it’s appropriate to request reimbursement.

Be sure to document everything clearly—photos of the damage, receipts or estimates for repairs, and any before/after evidence if available. Submit your request through the Resolution Center within the required timeframe after checkout.

Regarding the cigarette butts, even though smoking is prohibited, enforcement can be tricky unless there are clear consequences outlined in your house rules. While you may not always be able to claim for smoking alone, if it resulted in extra cleaning or violated a clearly stated fee policy (for example, a smoking penalty),

you can include that in your request—again, with photos and documentation.

Let me know if it helps 👍🏻 

[Vivien280]

Thank you so much, @Vivek143 ! Appreciate your advice!

[Paula]

Hello @Vivien280, I’m very glad to see the hosts’ answers were helpful for you. I’ve tagged them in your thank-you message so they receive a notification from you.

💡To tag someone, just use the @ symbol and select the user from the dropdown 

Please keep us posted on how this claim goes.

[Patricia2526]

Hi @Vivien280 

Send your additional house rules after booking or upon check-in to ensure everything is clearly communicated. At the moment, your current house rules don’t specify whether smoking is prohibited outside the property. It would be helpful to clarify this to avoid any confusion for guests.

If you prefer a completely smoke-free environment, consider explicitly stating that smoking is not allowed anywhere on the premises, including outdoor areas. Alternatively, if you’re open to guests smoking outdoors, you might want to designate a specific smoking area and provide an ashtray to encourage proper disposal and maintain cleanliness.

Setting clear expectations upfront helps prevent misunderstandings and protects your space while still offering a good guest experience.

For damages file for Aircover.

[Vivien280]

Thanks @Patricia2526 for your helpful advice!