Your rights in the damage claim process

Received a damage report and want to know your rights? Booquela prioritizes a fair process - here are your rights as a client.

Right to full information

• The studio must provide a specific description of the damage - a vague "equipment damage" is not sufficient
• You have the right to see the full photographic documentation - not just selected photos
• You have the right to know the estimated cost of repair or replacement with justification
• The studio must indicate when the damage was noticed and how it relates to your booking

Right to respond

No decision will be made without hearing your side:

• You have the right to present your version of events through the messaging system
• You can add your own photos or other evidence (e.g., photos of the room from the start of your visit)
• You have the right to challenge the estimated cost and request an alternative assessment
• You have the right to disagree with the report and present your arguments

Right to mediation

If discussion with the studio does not lead to agreement:

• You can escalate the matter to the Booquela support team
• The Booquela team will review documentation from both sides - we do not automatically take either side
• Mediation considers photos, messages, booking history, and any previous reports

Protection against unjustified claims

Booquela protects clients against abuse:

• The studio must document the damage photographically - a report without photos is not grounds for charges
• The description must be specific and verifiable - a client cannot be charged based on vague statements
• Booquela monitors studios for excessive numbers of reports - a pattern of frequent claims raises flags
• A report itself does not mean automatic charges - it is only the beginning of the process

What Booquela expects from you

The process works both ways. Your obligations:

• Respond to the report - silence works against you
• Be factual - present facts and evidence, avoid emotional attacks
• Cooperate in good faith - most situations can be resolved amicably