Damage report process - step by step
1. Report filed by studio
The studio creates a damage report in their panel within 72 hours of your visit, attaching a description, photos, and estimated cost. The burden of proof rests with the studio.
2. Client notification
You will receive an email notification about the report. You can also see the details in your My Bookings panel for the relevant booking.
3. Review evidence and respond
You have 14 days to respond. In your panel, you will see the studio's full documentation. You can:
- Accept the proposal - you agree with the claim and amount
- Partially accept - you agree with part of the claim
- Reject the proposal - present your position and evidence
4. Resolution
If both parties reach an agreement, the amount is settled from the deposit on behalf of the studio. If not - the studio may submit the case for mediation by the Booquela team.
5. Mediation
Booquela mediates between the parties - it does not make unilateral decisions. If mediation does not yield a resolution, you have the right to out-of-court dispute resolution (WIIH).
Failure to respond does not constitute acceptance of the claim. Your deposit will not be charged without your explicit consent.
Document the room's condition at the start of your visit - take a few photos. This is the best protection in case of a dispute.
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