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Record damage or reimbursement requests with the property, parties, amount, and evidence. Update the status as your team investigates and reaches a decision.

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Before you start

Have the property, a short description of the incident, and any photos or receipts ready. If the cost is already recorded on a task, start from that task’s Costs section and use Convert to Claim to keep the records linked.

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Create a claim

Open Tasks → Claims and select New Claim. Give the claim a specific title, such as “Replace broken bedside lamp,” and describe what happened. Select the property so your team can connect the request to the right home. Set From Party to the party making the request and To Party to the party it is addressed to. For example, a property manager requesting reimbursement from a guest uses Property manager → Guest. Explain the reason for the request in the description. Enter the amount and currency when known, then attach the photos, invoice, or other evidence that supports the request. If an owner is involved, select the property and the Owner contact. Review Owner portals and Publish immediately before creating the claim: publishing makes it visible in the selected portals. Turn that option off when your team still needs to review it internally.

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Add the stay and supporting details

Open the saved claim to review its property and link the relevant reservation. A property must be selected before you can choose its reservation. Check the guest, stay dates, and booking reference before linking it. Use notes to record the next action and add evidence as the investigation progresses.

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Follow the claim to a decision

Use Open for a new request and In Progress while your team investigates or waits for a decision. When the matter is settled, choose Resolved; use Rejected when the request is declined. Record the outcome in the notes so the status has a clear explanation. Changing the status records your team’s decision. Check the actual reimbursement or payment separately before saying that money has been received.

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Share a claim

For an owner, choose the intended portals in the claim’s visibility controls. Confirm that they cover the right property and owner before enabling visibility. For another recipient, use Share Link → Copy Link. Review the claim and evidence before sending the link; anyone with an active link can open its shared view. Use the revoke control beside the link when that access is no longer needed. Copying a link does not send it to the recipient.

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Common problems

Select the property first. Check that the owner contact or reservation belongs to that property and that you can access it.
Check that the intended owner portal is selected, the claim is published there, and the portal link is active. Creating the claim alone does not establish visibility in every portal.
Open the task’s Costs section and use Convert to Claim for the relevant cost items. Check for an existing linked claim before creating another request.
  • Costs — record expenses and convert selected items into a claim.
  • Owner Portal — manage owner access.
  • Tasks — organize the repair or replacement work.