This page answers frequently asked questions (FAQs) about purchasing Damage Protection.

If your question isn’t listed below, please contact us.


General Questions

  • General
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  • 1. What is Damage Protection Program?

    The Damage Protection program gives the guest an option to paying a traditional security deposit with a nominal non-refundable fee that protects them for accidental damage they do to the rental unit or its' contexts during their stay up to the coverage amount purchased. Coverage is for a single guest stay up to 30 days. Coverage is subject to program terms and conditions.

  • 2. What is the added value to the homeowner, property manager and guest?

    The guest transfers risk of paying out of pocket for accidental damage to the insurance company up to the maximum amount purchased ($1,500 or $3,000) and they do not have to pay the security deposit.

    The homeowner now has a unit protected for $1,500 or $3,000 in accidental damage caused by their guests instead of the lower amounts collected as security deposits.

    The property managers no longer get caught between the guest who might be trying to pass the blame or honestly not know what happened and the unit owner who just wants to be made whole. The program also reduces the collection, holding and refund of security deposits.

  • 3. What are the Damage Protection program coverage limits and cost options?

    US $1,500 coverage at $59.00 (USD)
    US $3,000 coverage at $79.00 (USD)

    Coverage is for a single guest stay for a duration up to 30-days maximum.

  • 4. What does the Damage Protection program cover?

    Damage Protection covers accidental damage to the rental unit or its contents during a Covered booking. Examples include, but not limited to:

    • Accidental broken glassware or lamp
    • Accidental broken furniture
    • Accidental carpet spill
    • Accidental furniture or carpet tear
    • Accidental broken or damaged appliances
  • 5. What does the Damage Protection program not cover?

    The Damage Protection Program covers accidental damage, but does not cover other forms of damage including:

    • Gross negligence or willful destruction of property by renter and members of their party
    • Pet damage
    • Damage to rental unit or contents by someone not part of the reservation
    • Damage to rental unit or contents by homeowner
    • Damage to rental unit or contents outside of the booking period
    • Damage to common areas not part of the rented unit
    • Damage caused by motor vehicles
    • Damage to golf carts
    • Normal wear and tear
  • 6. How do I file a claim?

    To file a claim we need to gather information about the damage, its cost for repair or replacement, along with photos & receipts. Claims must be initiated within 14 days of the guest departure date and require photo(s) of the damage to start the claims process.  Within 45 days of claim start date copies of paid receipts are provided.  Once receipts are received, the claim is submitted to the claims administration group for review and payment.  Please note that while the timeline provides plenty of time for filing and the provision of proof of payment, the dates are strictly adhered to as the underwriter does not allow extensions. CLICK HERE to start the claims process.

  • 7. Guests tell me there is no need for Damage Protection as they are responsible and will not damage the property. How do I respond?

    Damage Protection covers accidental damage which can happen to anybody, regardless how careful and responsible they are. It’s not worth the risk of having to pay money out of pocket to pay for accidental damage when you have a nominal fixed cost that will protect you up to $1,500 or $3,000.

  • 8. Is there a deductible?

    There is no deductible.  The full amount of the claim is paid up to coverage limit selected.

  • 9. Why should I register as a Damage Protection Partner?

    Homeowners and Property Managers who plan to add damage protection as a standard to their reservations should register at Registration will benefit in two ways; faster purchase process as you can save your property information and cost savings as partners have preferred pricing, saving $10 per policy.

  • 10. Can I purchase coverage for guest stays longer than 30 days?

    Our damage protection is designed for short-term rentals and for stays lasting 30 days or less.

  • 11. Do I need to purchase coverage for every guest stay?

    Yes you do. It is a requirement for participating in the program and it is a way that we are able to hold down coverage costs otherwise it would not be possible to offer $1,500 or $3,000 coverage for such low costs. You should make it a policy to add a damage waiver fee to each reservation to cover the cost of protecting against accidental damage to your property.

  • 12. How do I implement damage protection with listing sites?

    Third party listing sites each have their unique rules and capabilities. VRBO & HomeAway allow you to add fees to your reservation where you would add a fee for a damage waiver. Currently, Airbnb does not provide for additional fees. You do not want to use the Airbnb damage deposit function as any amount collected is returned to the guest at the end of the stay. The best bet is to add to the cleaning fee and update your terms to let the guest know that the cleaning fee includes a $X,XXX damage waiver to protect against accidental damage.

  • 13. Who should purchase coverage, the lodging provider or guest?

    Ideally, it's the lodging provider that would purchase coverage as they are the party who wants to be reimbursed for the cost of damage. In every case, it is the lodging provider who should be the covered party. Most providers pass along the cost of the policy to the guest either through increased rental rates or a separate fee. This way, the cost is reimbursed by the guest. Coverage protects both parties; the guest does not have to come out of pocket to pay for accidents and the lodging provider has an easy means to get reimbursed without having to secure funds from the guest.  It's a win-win scenario.