Lovely guests, BUT what do I do about the damage??!

[Melanie-and-Binnie0]

Hi All,

I wonder if you can help me - our lovely guests checked out yesterday leaving the apartment pretty neat and tidy, BUT when I was cleaning the Master bathroom I found two chips in the beautiful, designer hand basin that weren't there before.  I checked with our regular cleaner and she hasn't seen them before either.  It looks like someone has dropped something heavy and it has just nicked the side of the basin in two places.

I am hoping that I will be able get someone in to fill the chips as really can't face replacing the whole unit - but how do you bring up an issue like this with your guests without then getting a negative rating from them??  They may not even realise that they have damaged it?

Looking forward to your thoughts, many thanks in advance,

Melanie

[Lisa7]

Hi - I would reach out to the guests asap through the Airbnb center and ask them about it. See if they will admit to dropping something. AND open up a case in the Resolution Center, because I believe you have to do so within 48 hours (might be wrong on that). Get a price for how much it will cost to repair ASAP. You can make a claim on your guest's security deposit. 

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