Resolve damage directly with your host
Resolving directly with your host can be a fast, cost-effective way to resolve an issue for physical damage to a vehicle you booked. We suggest following these guidelines to help you through the process.
Accept or decline option to resolve damage directly
If you or your host report damage, we’ll offer the host the option to either resolve the damage costs with you directly without Resortifi's involvement or to have Resortifi manage the claim. If your host contacts you to resolve directly or sends you an invoice for damage, you can agree to work with them, or decline and escalate to Resortifi to manage the claim. Learn more about escalating to Resortifi below.
Note: If you reported damage and your host doesn’t respond to the report within 20 days, we’ll automatically close the report.
Review damage estimate
Give your host 72 hours to send you a repair estimate. Contact them in Resortifi messaging if you haven’t heard from them within that time frame and ask when you can expect to receive the estimate. Once you receive it, review the estimate to be certain it’s for the cost to repair the damage that happened during your trip and nothing else. If you have questions or disagree with the cost, ask your host to put you in touch with their repair shop so you can get answers and/or request a better price.
Guests in the US
You’ll receive a damage invoice from your host. Review the pre- and post-trip photos and any additional documentation the host included. If you need additional photos, ask your host to share them so you have a full understanding of the damage.
Guests in Australia, Canada, France, and the UK
You’ll receive a message from your host with the damage estimate. Review the pre- and post-trip photos and any additional documentation the host included in their message. If you need additional photos, ask your host to share them so you have a full understanding of the damage.
Tip: Send all communication through Resortifi messaging so we have visibility.
Pay for damage
Decide if you want to use your protection plan purchased through Resortifi, or if you’re filing a claim with your personal insurance. If you use the protection plan, your plan’s out-of-pocket maximum is the most the host can request. If you want to use your personal insurance, contact your insurance to open a claim. Refer the insurance agent to clause 2.6 in your car sharing agreement. You can give your host’s contact information to your insurer so they can get in touch directly, or give your host the insurer’s contact information, the claim number, and your policy number.
Guests in the US
To pay a damage invoice, tap or click “View invoice” in the Details page of the trip. Check the box next to Damage and tap or click “Accept and pay” to complete payment. We’ll automatically apply any deposits you paid for the trip first before charging the balance to your payment method on file.
Guests in Australia, Canada, France, and the UK
Use an electronic payment method such as PayPal. We don’t suggest using cash unless you both can sign and provide copies of a receipt
Escalate to Resortifi (optional)
If you can’t come to an agreement with the host, they’re unresponsive for three or more days, or you change your mind about resolving directly, you can dispute the invoice (if you received one) or decline to pay and contact Claims within 20 days of the damage report. Your host has the same timeframe to contact us to take over a claim.