Damage Tracking

All damage records are listed under Ops → Damages in the left navigation. The list shows each damage title, the linked reservation, the amount, the current status, and who reported it.

Click any row to open the damage detail page, where you can edit the record, send guest notifications, generate a payment link, and link coordination tasks.

Click Report Damage on the Damages list page. You will be asked for:

• Title — a short description of the damage (e.g. “Broken bathroom mirror”)
• Reservation (Internal ID) — the internal reservation ID shown on the reservation detail page under the label Internal ID. This is not the Hostaway or PMS reservation ID — using the wrong ID will cause the record to fail to save.
• Amount — the compensation amount in full units (e.g. 350 PLN)
• Currency — PLN, EUR, USD, or AED
• Reported by — whether the damage was identified by the Operator (your team) or by the Owner (a property cohost)
• Description — optional additional detail

The record is saved with status Open and is attributed to the team member who created it.

A damage record progresses through the following statuses:

• Open — damage recorded; no guest contact yet
• Notified — at least one guest notification has been sent
• Payment Pending — a Stripe payment link has been generated and sent to the guest
• Paid — payment has been collected
• Waived — the claim has been dropped (no payment required)
• Disputed — the guest has contested the charge

Enhanced Rentals sends up to three escalating notification emails to the guest, each more urgent than the last. Notifications are sent manually — you choose when to trigger each step.

• Step 1 — Initial notice: informs the guest that damage was identified and states the compensation amount.
• Step 2 — Follow-up reminder: sent if the guest has not responded; reiterates the claim.
• Step 3 — Final notice: last escalation before other action is taken.

Each notification is sent in the guest's language where possible (Polish, English, German). The timestamp of each sent notification is recorded on the damage record.

After notifying the guest, you can generate a Stripe payment link directly from the damage detail page. The link opens a hosted Stripe checkout for the damage amount and currency.

Once a payment link is generated, the damage status moves to Payment Pending. When the guest completes payment, the status updates to Paid and the collection timestamp is recorded.

If you decide not to pursue a claim — for example, because the damage was minor or the guest relationship is more important — set the status to Waived from the damage detail page. The waiver timestamp is recorded for your records.

Operational work associated with a damage — a repair, a replacement delivery, a post-repair inspection — can be linked to the damage record as coordination tasks.

From the damage detail page, enter the task ID in the Linked Tasks field and click Add. Multiple tasks can be linked to a single damage. Linked tasks remain fully independent — completing or cancelling a task does not change the damage status.

The Reported by field distinguishes who first identified the damage:

• Operator — your team identified the damage during a check-out inspection or cleaning.
• Owner — a property owner (cohost) reported the damage after visiting or reviewing the property.

This field is for internal reference and reporting only. It does not affect the notification flow or payment logic.

The Notes field on each damage record is a free text area for internal use — add context, photos of the damage, guest correspondence references, or any other information relevant to the case. Notes are never sent to the guest.