Damage Claim Guide · VRBO

How to file a VRBO damage claim for Scratched Floors

If a guest caused scratched floors at your VRBO rental, you have a limited window to document the damage and submit a claim. This guide walks you through every step.

14-day filing window

Evidence checklist

Wide shot

Full-room photo showing the affected floor section in context — establishes the area of damage and its proximity to furniture or high-traffic zones.

Close-up

Close-up of each scratch or gouge with raking light (shoot at a low angle to floor level) to reveal depth and length. Multiple angles are required for deeper gouges.

Repair Quote

Written, itemized estimate from a licensed flooring contractor covering sanding and refinishing, or board replacement if the damage is too deep to refinish. Specify the square footage affected.

OtherOptional

Pre-stay baseline photo of the floor in the same area. Before/after contrast is the most effective counter to a guest claim that scratches were pre-existing.

VRBO filing steps

  1. File through the VRBO damage protection process within 14 days of checkout.
  2. Floor damage is a common dispute category on VRBO — pre-stay walkthrough photos of the floor surface are essential to counter pre-existing-damage arguments.
  3. Obtain a written estimate from a licensed flooring contractor specifying the repair scope; avoid general cleaning company estimates for floor work.
  4. If the guest purchased a damage waiver, the claim routes through the program insurer — submit all evidence to the VRBO resolution form regardless.

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