When it comes to handling damage fees, it's important to follow a clear process to ensure a fair assessment and resolution.
Here's a guide to help you manage damage fees effectively with your host:
📷 Document the Damage:
- As you pick up and as you drop off the vehicle trip, document your vehicle's condition with clear, time-stamped photos & videos.
- Use the photos & videos taken before the trip as a reference to determine any new damage that occurred during the rental period.
🔎 Assess the Damage
- If you discover new damage, ask the host to professionally assess it.
- Inform the host about the damage if it occurred during you trip, referring to the before and after photos.
- Ask the host for a comprehensive repair quote from their repair contacts or your preferred mechanic or repair shop. You can confirm the costs provided with your own preferred mechanic
📲 Contact from the host:
- Host will reach out to you to discuss the damage and estimated repair costs.
- Be open and clear about the issue. They will provide you with the photos and repair quote.
💳 Payment request
- If you agree to cover the cost, you can request direct payment using a mutually agreed-upon method, such as a money transfer, bank deposit, or if you have additional renters insurance, getting them involved.
🤝 Handle Disputes
- First and foremost, maintain open communication and try to reach a mutually satisfactory solution.
- Often times disagreements simple end up being a mis-communication, so try to be patient and ask clarifying questions.
- If you decide to disputes the damage claim by a host (i.e. not pay for all/any of the requested post trip fees) you are well within your rights
- The host is obligated to provide you with all the evidence they are using to request fees, including photos and repair quotes.
- If you did indeed cause the damage, a host is also well within their rights to get the police involved.
- If a host is able to prove that you did cause the damage, and you do not pay, we hold the right to suspend or deactivate your account.
Note on Liability & Dispute: Otto will not get involved in resolving disagreements. We do not have the resources nor liability to support Renters nor Hosts in resolving disagreements between one another. You may call our customer support line +254 111530602 for help, but we cannot guarantee anything.
🤝 Mediation
- In the event of a stalemate, consider mediation or legal advice.
- Keep all communication and documentation related to the dispute for reference during the process.
- Report any stalemates to Otto through customer support to help maintain a trustworthy community.
🔧 Repairs and Availability:
- Once payment is sorted out, the host will proceed with the repairs.
⚠️ Please note that Otto is not directly involved in damage payments between hosts and renters. We encourage everyone to act in good faith and mutual respect to build a community we all love
