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How to report a guest after their stay

Raising concerns about guest behaviour or damage after checkout

If you’ve experienced an issue with a guest after their stay has ended, you may want to report what happened or raise a concern. This guide explains when Travelnest can help, what information you’ll need, and what your options are depending on where the booking was made.

This article applies only after checkout.
If the guest is currently staying in your property, please see What to do when problems occur during a stay.

 

When you can report a guest

You may want to raise a concern if, after checkout, a guest has:

  • Caused damage to your property

  • Left the property excessively dirty

  • Broken house rules (for example, parties or unauthorised guests)

  • Behaved inappropriately during their stay

Reporting a guest allows the issue to be reviewed and, where applicable, passed to the booking platform.

 

How Travelnest can help

What Travelnest can do depends on which platform the booking was made on.

Airbnb bookings

For Airbnb stays, Travelnest can help by:

  • Submitting damage or cleaning claims under Airbnb AirCover

  • Passing guest behaviour concerns to Airbnb for review

  • Supporting you through the claim process when evidence is provided

All claims and reports must be supported by clear information and evidence, and outcomes are decided by Airbnb.

 

Other booking platforms

For bookings made through platforms such as Booking.com, Expedia, Vrbo, Holidu, HomeToGo, or their affiliates:

These platforms do not offer host damage protection in the same way as Airbnb. Instead, they rely on hosts to:

  • Set and manage security deposits themselves, and

  • Resolve damage or extra cleaning costs directly with guests

If you’ve collected a security deposit, this can be used to cover damage or additional cleaning where appropriate. If the costs exceed the deposit, we recommend contacting the guest directly after checkout to try and agree a resolution.

While Travelnest can’t submit damage claims or enforce payments on these platforms, we’re happy to explain your options and help you understand what information to gather if needed.

What information you’ll need

If you’d like Travelnest to review a guest issue, please be ready to share:

  • Your booking reference number

  • The booking platform used

  • A clear description of what happened

  • Photos or videos, if relevant

  • Cleaning or repair invoices or quotes, if applicable

Providing complete information helps ensure the issue can be reviewed properly.


Important things to know

  • Outcomes are decided by the booking platform, not Travelnest

  • Compensation is not guaranteed

  • Claims and reports must be raised within platform time limits

  • Travelnest cannot charge guest cards or enforce penalties directly


What happens next

To move things forward, you’ll be asked for a few key details such as your booking reference, the booking platform, and a short description of the issue.
Once those details are provided, the information will be reviewed and the next steps will be confirmed based on the booking platform used.