What happens if damage is caused accidentally?

If damage is caused accidentally, please report it to reception or through the Scape app as soon as you can. Accidents happen, and telling the team early means they can assess the damage, make the area safe and arrange any repair needed.

Accidental damage is still usually the resident’s responsibility, so you may be charged for the cost of repair or replacement if the damage goes beyond fair wear and tear. Fair wear and tear covers normal everyday use, not breakages, stains, misuse or damage caused by guests.

What to do

• Report it promptly: do not wait until check-out or until the issue gets worse.
• Explain what happened: include when it happened and what has been damaged.
• Add photos: clear photos help the team understand the repair needed.
• Keep the area safe: avoid using anything that may be unsafe, especially damaged electrical items, glass, plumbing or furniture.

Prompt reporting is looked on more favourably than damage being discovered later. If you are unsure whether something is chargeable, speak to reception and the team will explain the next steps.