Dispute Resolution
Handle conflicts professionally, de-escalate tensions, and protect yourself legally.
Common Disputes
Guest Claims Damage/Injury
Response: Document with photos immediately. Check waiver. Contact insurance. Stay calm and factual.
Guest Wants Refund After Use
Response: Point to cancellation policy. Offer partial credit as goodwill if minor issue.
Equipment Malfunction
Response: Apologize, offer discount or free rebooking. Fix equipment before next guest.
Cleanliness Complaint
Response: Acknowledge, ask for photos, refund portion if valid. Deep clean immediately.
Neighbor Complaint
Response: Apologize to neighbor, adjust hours/rules, communicate with guests proactively.
De-Escalation Steps
1. Listen Fully
Let guest vent without interrupting. "I hear you" goes a long way.
2. Acknowledge Their Feelings
"I understand this is frustrating" (even if you disagree).
3. Take Responsibility (If Warranted)
"That is on me. Here is how I will fix it."
4. Offer Solutions
Give 2-3 options: refund, reschedule, discount on future booking.
5. Follow Up
Check in 24 hours later. "Did my solution work for you?"
When to Involve CageList
Guest Threatens You
Action: Screenshot threats, forward to support@cagelist.com immediately.
Payment Dispute
Action: CageList mediates. Provide booking details and evidence.
Property Damage
Action: Document damage and submit a report through CageList support. Hosts should also notify their liability insurance provider.
Guest Violates Terms
Action: Report to CageList with evidence. Guest may be banned.
Protect Yourself
Document Everything
Photos before/after, screenshots of messages, incident reports.
Stay Professional
Never insult, threaten, or get emotional in writing. It will be used against you.
Know Your Policies
Refer to your listing rules and CageList terms. Facts > feelings.
Offer Reasonable Solutions
Court/arbitration costs more than $100 refund. Pick your battles.
95% of Disputes Resolve With Communication
Stay calm, be fair, document everything. Most guests just want to be heard.