A guest damaged something or misbehaved: how do I document it and charge?

Document it first

• Take photos and videos as soon as you see it, before cleaning or repairing. Include something that shows the date (your phone screen, a receipt).
• Write to the guest in the SivarGO chat, not outside: what stays in the chat is your backup if the team has to step in.
• Keep quotes or invoices for the repair or replacement.

Charging for the damage: "Extra charge to the guest"

• Open the booking (confirmed or completed) and under "Extra charge to the guest" tap "Request extra payment".
• Pick the reason (Damage, Extra cleaning, Missing items, Extra service, Extra guests, Rule breaking, Other), the amount and a note. For damage, extra cleaning and missing items photos are mandatory (up to 5).
• The guest has 72 hours to pay by card in the app, decline or counter with another amount. SivarGO's service fee applies.
• You can have up to 5 pending requests per booking and their sum cannot exceed the booking total.

If they do not pay or decline

Reporting a problem without charging

Reporting or blocking the person

• In the chat, open the details and tap "Report conversation" (spam, harassment, inappropriate content, scam…).
• If someone is at risk, in the Help Center use "Report a user or an emergency": those tickets are reviewed in under 4 hours. In a real emergency, call 911 first.
• From their profile you can "Block …": they will not be able to message or book you. Blocking is not possible while there is an active booking between you.
• Tell what happened in your review of the guest too; the next hosts will see it.

SivarGO holds no security deposits and has no damage insurance: the path is the extra charge with evidence and, if needed, the dispute. While a dispute against you is open you cannot request payouts; the ones you open do not block your Wallet.