Incidents are post-check-in records when something goes wrong—a noise complaint, damage, or a rule violation. They tie back to a completed verification so you keep context on which guest and which rules applied.
When to log an incident
Log an incident when you need an internal record with evidence, not for every minor message from a guest. Common cases: unauthorized guests, smoking indoors, unapproved pets, or damage you may pursue through a platform or deposit.
Creating an incident
Open a verification from your dashboard and go to Incidents → Log incident. You can also start from a specific rule reference when the UI offers it.
Provide:
- Severity — Low, Medium, or High
- Action taken — Warning sent, Fee charged, Platform claim filed, Stay terminated, or No action
- Description — What happened (at least a few sentences)
- When it occurred — Date and time
- Rule reference (optional) — Link to the module or custom rule involved
- Amount at stake (optional) — Dollar amount if relevant
Adding evidence (photos, PDFs)
On the incident detail page, upload supporting files—photos, screenshots, or PDFs. Limits per incident:
- Up to 10 files
- 10 MB per file
- JPEG, PNG, HEIC/HEIF, or PDF
Notifying the guest
CheckinRules does not automatically message guests when you log an incident. If you selected "Warning sent" as the action taken, follow up through your normal guest channel (Airbnb, email, etc.) and keep copies in the incident for your records.
Status workflow (open, in progress, closed)
Incidents use resolution status: Pending, Resolved, and Closed. Update status as you work the case so your team knows what still needs attention.
Using incidents in dispute prep
Combine the signed verification PDF (what the guest agreed to before arrival) with incident notes and evidence when filing a platform claim or insurance report. The verification shows pre-arrival acknowledgment; the incident documents what happened during the stay.
Watch out for:
Log incidents soon while details are fresh. Photos with timestamps and clear descriptions hold up better than memory weeks later.
On Starter+, outbound webhooks can include an incident.logged event for your own tools.
Still stuck?
Open your dashboard and use Help to contact support or send feedback. We typically reply within one business day.