If a guest damages an Orlando STR Cleaning property, the turnover crew photographs it, notes what's affected, and reports it to the host before the next guest ever checks in — the same visit the damage is found. The crew doesn't decide who pays; that call, and any charge through the booking platform, belongs to the host.
When does damage actually get caught?
Right at the turnover — the gap between one guest checking out and the next one checking in is the only point where anyone from Orlando STR Cleaning is inside the property, so that's when a cracked lamp, a stained mattress, or a broken blind gets found. Nothing sits unnoticed until the next scheduled deep clean; the crew is walking every room that day anyway.
What happens in the minutes after something's found broken?
They photograph it in place, before touching anything around it, and note which room and what's affected. That goes to the host the same day, alongside the rest of the turnover report — not bundled into a monthly summary or held until someone asks.
If the damage affects whether the unit is guest-ready — a broken lock, a leaking fixture — it gets flagged as urgent, separate from the standard end-of-turnover report, so it doesn't sit until someone happens to check email.
Who actually decides whether the guest gets charged?
The host does. Orlando STR Cleaning's role stops at documenting and reporting; deciding whether to bill the guest through the booking platform's resolution process, deduct from a security deposit, or let it go is the host's call, not the cleaning company's.
Can I ask the crew to just fix small damage while they're there?
No — repairs aren't part of the turnover. The crew documents and reports; a repair gets scheduled as its own job through the host.
Will I find out about small damage, or just the big stuff?
Everything gets noted, regardless of size — a chipped glass gets the same photo-and-report treatment as a broken TV. What the host chooses to act on is a separate decision from what gets reported.
How do you know the damage happened during that guest's stay?
By comparing it against the previous turnover — if a mark, stain, or break wasn't there at the last clean and shows up at this one, it's attributed to the stay in between.
What if the damage makes the unit unsafe for the next guest?
That gets flagged as urgent rather than folded into the routine turnover report, since it affects whether the property is even ready to host the next guest.