Reporting cleaning, smoking, and pet problems
How to document and charge for these.
Updated October 10, 2026
Excessive cleaning, smoking, and an undeclared pet are all separate charge types. They don’t need a damage claim. You file them as charges from the trip.
To make a charge stick
- Photograph the problem clearly at check-out, and compare it with the check-in photos.
- Describe what you found, and the time it took or the cost to clean.
- Attach receipts for professional cleaning.
- Charge a fair amount. Each type has a maximum and charges are for genuine costs.
Make your rules clear
State your rules on smoking and pets in the listing so guests know in advance. A clear rule is the best prevention.
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Still need help?
For a problem on a specific trip, open the trip from your trips page and use Trip support, so the team sees the details and your photos. For anything else, ask the Help assistant or contact us.
If anyone is in danger or hurt, call your local emergency number first.