Mr. Props Logo

Property Management Incident Report Template

Write up one incident at a short-term rental while the facts are fresh: damage, an injury, a guest dispute, a break-in or a neighbor complaint. The report works out the costs, the evidence count and the days it has been open, then downloads for Word, with an Excel log for every incident you record.

  • Costs and days open worked out
  • Timeline, evidence and actions on one page
  • Word report and Excel log
Start the Report
9 of 9 sections
An example incident is filled in: a made-up home, people and costs. Replace it with yours.
The incident10/10
Severity
Booking6/6
People involvedReport only3
1
2
3
Guests, staff, neighbors and witnesses. Names and statements stay out of the owner summary.
What happened2/2
Facts only. This paragraph also goes into the owner summary, so keep health details for the fields below.
Timeline7
1
2
3
4
5
6
7
Add entries as things happen. The report puts them in date and time order.
Evidence6
1
2
3
4
5
6
One line per photo set, message, receipt, quote or log, with where the original is kept.
Costs3
1
2
3
The total, the share backed by a quote or receipt and the split by payer are worked out from these lines.
Who was told, and actions6

Who was told

1
2

Actions

1
2
3
4
An action not done by its due date is marked overdue against the report date.
Follow-up5/5
Status
Left out of the owner summary.

Click any part of the report to jump to its fields.

Incident report

Property Damage Incident Report

Seaside LoftExample

Reference: set from the date foundPrepared by: Jordan Lee, property managerReport date: dateWaiting on others
SeverityMediumas assessed
Cost$425.003 lines
Evidence6items
People3involved
Actions3open of 4
Days open–needs dates

Incident

Type
Property damage
Severity
Medium
Where
Living room coffee table, sofa and hallway wall
Happened
date, or "not known"
Found or reported
date

Booking

Booked through
Airbnb
Reservation code
EXAMPLE-4821
Stay
check-in – checkout
Lead guest
Riley Chen
Guests
4

What happened

At 10:40 p.m. the lead guest messaged through Airbnb that a wine bottle had fallen on the glass coffee table and cracked the top. The guests left at 10:05 a.m. the next day. At 11:15 a.m. the cleaner found the cracked top, a red wine stain about the size of a hand on one sofa cushion, and a dent in the hallway wall about three feet from the floor. She photographed all three before cleaning.

Cause: Tabletop: a dropped bottle, as the guest described. Wall dent: not known yet.

People involved3 people

NameRolePartWhat they saw or said
Riley ChenGuestInvolvedMessaged at 10:40 p.m. that a bottle fell and cracked the tabletop; offered to pay.
Dana OkaforCleanerFound itFound the crack, a wine stain on a sofa cushion and a dent in the hallway wall.
Jordan LeeCo-host or managerReported itChecked the photos, told the owner and wrote this report.

Timeline7 entries

  1. date · 9:30 a.m.Glass supplier sends a quote for a new tabletop.
  2. date · 10:05 a.m.Smart lock records the guests leaving.
  3. date · 11 a.m.Guest accepts the table and cleaning costs, disputes the wall dent.
  4. date · 11:15 a.m.Cleaner finds the crack, the stain and the dent; photos taken before cleaning.
  5. date · 1 p.m.Owner told by phone, then by email with photos.
  6. date · 4:20 p.m.Payment request sent to the guest in the Resolution Center.
  7. date · 10:40 p.m.Guest messages through Airbnb: tabletop cracked, offers to pay.

Evidence6 items

2 photo sets · 1 message · 1 receipt · 1 quote · 1 log

  • PhotosCrack, stain and dent: wide, middle and close shots before cleaningcaptured when · Kept: Shared drive, Seaside Loft, Incidents
  • PhotosHallway wall with no dent at the last turnover inspectioncaptured when · Kept: Inspection report, same folder
  • MessageGuest’s message about the tablecaptured when · Kept: Airbnb thread, screenshot saved
  • Log or recordLock history showing the check-out timecaptured when · Kept: Smart lock app, export saved
  • QuoteReplacement glass top, installedcaptured when · Kept: Supplier email
  • ReceiptSofa cushion cover cleaningcaptured when · Kept: Expenses folder

Costs$425.00 total

ItemBasisRecover fromAmount
Replacement glass tabletop, installedQuoteGuest$240.00
Professional cleaning of the sofa cushion coverReceiptGuest$65.00
Fill and repaint the hallway wallEstimateNot decided$120.00
Total3 items$425.00

Backed by a quote or receipt: $305.00 of $425.00 (72%)

Guest $305.00Not decided $120.00

Who was told2

  • OwnerdatePhone call, then email with photos
  • PlatformdatePayment request in the Resolution Center

Actions3 open

1 done3 open

  • DoneClean the sofa cushion coverDana · due date
  • To doSend the guest the inspection photo of the wallJordan · due date
  • To doRepaint the hallway wall before the next arrivalSam · due date
  • In progressOrder the replacement tabletopJordan · due date

Follow-up

Status
Waiting on others
Next review
date
Needed from the owner
Approve the wall repair now, so it is done before the next guests arrive. We will keep asking the guest to cover it.
To keep it from happening again
Swap the glass-top table for a solid one and add a washable throw to the sofa.

Internal notes

The guest was polite and replied quickly. No reason to decline a future booking.

Prepared by (name, signature, date)
Reviewed by (manager or owner, date)

Row for your incident logpaste into the .xlsx

RefFoundPropertyTypeSeverityCostStatusDays open
refdateSeaside LoftProperty damageMedium$425.00Waiting on others–
Facts as known on the report date. Totals, counts and days open are worked out from the entries.Made with Mr. Props

The reference, cost totals, evidence count and days open are worked out from what you enter. Days open run from the date found to the closed date, or to the report date while the incident is open.

The first hour

Before You Write a Word: Safety, Then the Scene

A property management incident report template is only as good as the facts caught in the first hour. Do these four things first, in this order.

  1. Get help if anyone is hurt

    Call 911 first (or the local emergency number outside the US). Don't judge how serious an injury is or give medical advice.

    Always first

  2. Keep it from getting worse, if it's safe

    Shut off the water, secure a forced door, move things away from a leak. If an intruder could still be inside, stay out and call the police.

    Only if safe

  3. Photograph before you clean up

    Take photos before anyone cleans, moves or repairs anything. Keep broken parts. Note the time you found it.

    Before cleaning

  4. Tell the people who must know

    The owner, the platform, your insurer or the police, depending on what happened. Note when you told each one.

    Same day

Start the timeline now. Jot down times as things happen. Rebuilding them a day later is where reports go vague.

Incident types

Five Things That Go Wrong at a Rental, and What Each Report Needs

The form is the same for every incident. What you chase first is not. Pick the type in the builder and the report heading changes to match.

Property damage

Broken furniture, stains, holes in walls, a dead appliance. A property damage incident report rests on two sets of photos: the damage now and the same spot at the last inspection.

Capture first
Close-ups, the model label, whether it still works
Usually told
OwnerPlatformInsurer, if large

Guest injury

A fall on the stairs, a cut from broken glass. Help comes first; the report records what happened around the injury, not the injury itself.

Capture first
The exact spot, lighting, floor surface, who saw it
Usually told
OwnerInsurer911, if needed

Guest dispute

A refund demand, a cleanliness complaint, an argument over extra guests. Disputes turn on what both sides wrote down at the time.

Capture first
Each side's account, the platform thread, check-in photos
Usually told
OwnerPlatform

Security or break-in

A forced door, a lock code passed around, people who aren't on the booking. Police first if a crime may have happened, then new codes.

Capture first
The entry point, what is missing, lock logs
Usually told
PoliceOwnerInsurer

Neighbor complaint

Noise, parking, trash. Record every complaint, even one you think is unfair; a pattern across bookings is what you need if it escalates.

Capture first
Who complained, when, what they heard, what you did
Usually told
OwnerBuilding or HOA

Several at once

A party can bring noise, damage and then a dispute over the charge. Write one report under the type that started it, and list every cost and notice inside it.

Writing it

Facts a Stranger Could Check

An insurer, a platform agent or a new co-host may read this without ever seeing the home. Write each sentence so they could check it against a photo, a log or a person.

  • VagueThe guests trashed the living room.

    CheckableTwo dining chairs have broken back rails. A red stain about 8 inches wide is on the rug by the sofa.

  • VagueSometime in the evening the neighbor complained.

    CheckableAt 11:10 p.m. the neighbor at number 14 called to say music could be heard through the shared wall.

  • VagueThe guest had been drinking and fell over.

    CheckableAt 7:05 p.m. the guest slipped on the second deck step. The steps were wet after rain. Two other guests saw it.

  • VagueObviously the lock was faulty.

    CheckableCause not known yet. The lock app shows no entry between 2 p.m. and 6:30 p.m. A locksmith visits on Friday.

Names and health details. Record what happened and the help given, not a diagnosis. Keep the full report where only named people can open it, and send owners the Owner summary tab, which leaves out names, contact details and health notes.

Evidence

Photos, Receipts and Messages That Still Prove Something in a Month

Label every file with the report reference and keep the originals, not only screenshots.

WideThe whole room, so anyone can tell where it is.
MiddleThe item where it stands, with what's around it.
CloseThe damage itself, with a coin or tape measure for scale.
LabelThe model or serial plate, for quotes and claims.

Before anyone cleans up

Check items off as you go; the list isn't saved.

Who to tell

Owner, Platform, Insurer, Police: Who Hears About It

Your management agreement, the platform's rules or your insurance policy often set when you must tell someone. Find those clauses before you need them.

DamageInjuryDisputeBreak-inNeighbor
Emergency servicesRight away, for anyone hurt, a fire or a gas smellIf it appliesIf it applies–If it applies–
OwnerSame day, or as your agreement saysEvery timeEvery timeEvery timeEvery timeEvery time
PlatformThrough the booking's message threadEvery timeIf it appliesEvery timeIf it appliesIf it applies
InsurerAs your policy's notice clause saysIf it appliesEvery time–Every time–
PoliceWhen a crime may have happenedIf it appliesIf it applies–Every timeIf it applies
Building or HOAWhen shared areas or other units are involvedIf it appliesIf it applies–If it appliesIf it applies

Every timeIf it applies– Rarely neededYour agreement and policy come first.

Airbnb damage: the platform's own steps

Airbnb's help page on host damage protection says to document damage with photos or videos, estimates and receipts, and to file a reimbursement request in the Resolution Center within 14 days of the guest's checkout. To involve Airbnb Support, send the documents within 14 days of the damage. It doesn't cover normal wear and tear, or injury and damage to guests or others. Booking.com and Vrbo run their own processes.

Source: Airbnb Help: Host damage protection, read on November 4, 2026. Check the current page before you file.

When the person hurt works for you

OSHA requires employers to report an employee's work-related death within 8 hours, and an in-patient hospitalization, amputation or loss of an eye within 24 hours. Emergency room treatment alone is not reportable. The rule covers employees, not guests, and some states run their own programs. If your cleaners are contractors, ask your insurer or an advisor who reports.

Source: OSHA: Report a Fatality or Severe Injury, read on November 4, 2026.

Damage or wear

Damage or Wear and Tear? Sort It Before You Charge Anyone

Before a cost goes on the report as something to recover, ask whether a careful guest could have caused it in normal use.

Usually wear and tearUsually damage
WallsLight scuffs by the bed and around door framesHoles, dents, crayon, paint pulled off by tape
FloorsA worn path on the rug, fine scratches on woodBurns, deep gouges, pet urine soaked into boards
Sofas and bedsFading, thinning fabric, a little pillingWine, makeup or hair dye stains, tears, cigarette burns
KitchenDull nonstick pans, blunt knivesA cracked stovetop, a melted kettle, a pan burned through
Linens and towelsGraying after many washesBleach marks, self-tanner or blood that won't wash out

A lease, a platform's terms or local law may draw the line differently.

Incident log

One Report per Incident, One Log for All of Them

The Word report tells one story. The Excel log lines incidents up so patterns show: the same home, the same type, the same season. These formulas work in Excel and Google Sheets.

  1. One row per incident

    Columns A through J: Reference, Found, Property, Type, Severity, Cost, Recovered, Status, Closed, Days open. Each Word report ends with its row, ready to copy.

  2. Days open that keep counting

    Counts to today until a closed date is entered.

    =IF(I2="",TODAY()-B2,I2-B2)

  3. Incidents per home

    On a Summary tab, count each home's rows. A home that keeps appearing needs a visit, not another report.

    =COUNTIF(Log!C:C,A2)

  4. Flag incidents left open

    Conditional Formatting › New Rule › Use a formula colors rows open longer than 30 days.

    =AND($H2<>"Closed",$J2>30)
Examples

Three Incidents, Written Up

Extracts from three filled-in reports, with costs, evidence counts and days open worked out the same way as the builder. Homes and people are made up.

Property damage

A torn hot tub cover after a dog stay

Birch Hollow Cabin · pet-friendly listing, two guests and a dog

Medium severity
Cost
$505.00
Evidence
5 items
Days open
9
  • Mar 3 · 10:40 a.m.Cleaner finds the cover torn along one edge and paw marks on the sofa.
  • Mar 3 · 2 p.m.Owner told; quote requested for a replacement cover.
  • Mar 12 · 9:15 a.m.Guest pays both items through the platform; cover installed.

What changed: A washable sofa cover now goes on before every pet stay, and the hot tub area is off-limits to pets.

Guest injury

A slip on wet deck steps

Fernbrook Cottage · family of four, second night of five

High severity
Cost
$85.00
Evidence
5 items
Days open
6
  • May 18 · 7:05 p.m.Guest slips on the second deck step after rain. The co-host offers to call 911; the guest declines.
  • May 19 · 9 a.m.Owner and insurer told. Photos of the steps and two witness names added.
  • May 24 · 4:30 p.m.Anti-slip treads installed on all four steps.

What changed: Treads on every outdoor step at the owner’s two homes.

Neighbor complaint

Music after midnight, two calls

Maple Row Townhouse · group of eight, Saturday night

Low severity
Cost
$120.00
Evidence
4 items
Days open
2
  • Aug 9 · 12:20 a.m.Neighbor at number 12 calls about music through the wall.
  • Aug 9 · 12:35 a.m.Guest reminded of quiet hours through the platform; music turned down.
  • Aug 9 · 1:10 a.m.Second call. Co-host visits; music off by 1:30 a.m.

What changed: Quiet hours now appear in the booking confirmation, and the neighbor has a direct number to call.

FAQ

Incident Report Questions

Is an incident report legally binding?

No. It's a record, not an agreement, and signing it doesn't make anyone liable. Its value is as evidence written close to the event. If a claim could end up in court, ask a lawyer what they need from you.

Can I customize it for my properties?

Yes. The Word file is fully editable, so add pool, hot tub or parking fields. Keep the core sections in the same order so reports and log rows stay comparable.

Does it work for Airbnb AirCover claims?

It organizes what Airbnb's help page asks for: photos or videos, estimates and receipts. It doesn't file anything or promise a payout. Airbnb's dates aren't in the downloaded report because platform rules change; see the Airbnb box above and check the current help page.

Should cleaners fill it out?

Cleaners often find damage first. Give them a short routine: stop, photograph, then message the manager with the time and what they saw. The manager writes the report, so one person owns the facts.

How many photos should one report have?

There's no set number. For each damaged item, take a wide shot, a middle shot, a close-up with something for scale and the model label, plus the same spot from your last inspection.

How soon should I write it?

The same day. Start the timeline right away and add costs and outcomes as they come in.

What if I don't know what caused it?

Write "not known yet." Add the cause later as a dated timeline entry, once a plumber, locksmith or insurer has looked.

Keep going

Templates That Help Before and After an Incident

Operations · XLSX

Property Inspection Template

Before photos and condition notes from every turnover, ready for the next claim.

View template Operations · DOCX

Maintenance Request Template

Send the repair to a vendor with a priority and a deadline.

View template Operations · DOCX

Pet Policy Template

Set pet rules and fees before a pet causes the next report.

View template Owner relations · XLSX + DOCX

Monthly Report to Owner Template

Show the month's incident costs and recoveries in the owner statement.

View template
Helvis Schmotex

Helvis Schmotex

Founder, Mr. Props · Short-term rental investor

Helvis has spent the better part of a decade buying and selling real estate, and now focuses on scaling his short-term rental portfolio. He joined forces with the property OG himself, Mr Props, to share what's actually working — the systems, numbers, and hard lessons — so other hosts can grow faster and with fewer headaches.

LinkedIn

Join hosts running smarter portfolios

Weekly tips on hybrid portfolios, off-season flips, and the unit economics most operators miss — from Helvis and our community, who run 100s of STRs + LTRs around the Globe.

By subscribing you agree to our privacy policy. Unsubscribe anytime.