What to Do if a Guest Damages Your Property

As soon as you discover damage after a guest's stay, document everything thoroughly before cleaning or making repairs. Take clear, timestamped photos and short videos of every area of damage. If possible, compare these with your check-in inspection photos to demonstrate the damage occurred during the guest's stay.

Get at least one written repair estimate from a tradesperson or supplier. For significant damage - broken A/C units, damaged tiles, ruined furniture - get two or three quotes. Keep all receipts for any emergency repairs you carry out before raising the formal claim.

The caution deposit is your first line of protection against property damage. To claim against it, go to your Host dashboard, select the completed booking, and tap 'Raise a damage claim' within 7 days of the guest's checkout date.

Upload your photos, videos, and repair estimates. You must provide an itemised list of damages with the cost of each item. Flatmates Nigeria will notify the guest, who has 48 hours to respond before our team adjudicates.

Normal wear and tear - minor scuffs on walls, small marks on carpets - cannot be claimed against the caution deposit. Only genuine damage beyond what would be expected from normal use qualifies.

If the cost of repairs exceeds the caution deposit, you can pursue the difference through the Flatmates dispute resolution process. Our team will mediate, but if the guest refuses to pay, you may need to pursue the matter through the Nigerian court system.

For this reason, we strongly recommend setting your caution deposit at a level that reflects the replacement value of your most valuable in-unit items. A ₦50,000 caution deposit is insufficient protection for a fully furnished flat in Ikoyi. Review our caution deposit guide for advice on appropriate amounts.

The best protection against damage is a thorough check-in inspection. Before every new guest, walk through the entire property and take a full photo record. Share this with the guest on check-in day and ask them to confirm in writing (via the in-app message thread) that they received it.

• Use the Flatmates check-in checklist template, available in your Host dashboard under Tools
• Inventory all high-value items and note their condition
• Take metre readings for electricity and water on check-in and check-out day
• Consider a smart lock for check-in records and keyless entry