To be eligible for coverage, you must:
- Report all damage to us within 24 hours of the scheduled end of the trip.
- Provide pre-trip photos taken no more than 24 hours before the trip start time and post-trip photos taken no more than 24 hours after the scheduled end time (or actual end time if the vehicle was returned late).
If you don’t report all specific areas of damage within 24 hours of the end of the trip, your claim will not be eligible for coverage. To expedite claims processing, submit a clear description and high-quality photos of the damage and any other documentation that supports your claim (if applicable).
Once you report damage, a representative from the Claims Department will be assigned to your case and will contact you to guide you through the claims process.
Working it out
If you prefer to work with your guest directly to resolve a claim, you can let us know when you report the damage. Just click “Yes” to the question, "Would you like to work it out directly?" When you do so, we’ll automatically send an email with guidelines for “working it out” with your guest. “Working it out” often saves you and your guest time and money. You can read more about what steps to take in Resolving a damage claim by working it out.
Major Cleaning policy violations
If you need to report a severe cleanliness problem (such as physical evidence of smoking in your vehicle or an excessively dirty interior), do not file this as a damage claim and do not use the Reimbursement tool. Instead, contact us within 24 hours of the end of the trip. Submit pre- and post-trip photographs or other evidence along with a clear description of the issue so we can help you reach a resolution as soon as possible.
Interior damage (e.g. burn marks) that stems from cleanliness issues should be filed as a damage claim.