One record from discovery to resolution
When a guest smokes indoors, evidence comes from several people: the cleaner who found it, the host who visited, the guest's messages, a professional who treated the unit. Weeks later, when a reviewer asks for proof, those pieces are scattered across texts, emails and camera rolls. A log started on day one solves that.
Each entry is one line: when, who, what they saw or did, and where the photo or receipt is saved. Keep it plain and factual. The log is also useful for your own records, showing how long smoke incidents take to resolve and what they cost.
Log template
| Date and time | Who | What was seen or done | Photo or file | Cost |
|---|---|---|---|---|
| Checkout day, 11:15 | Cleaner | Strong cigarette smell in bedroom 2; four butts in a cup on the sill | IMG 1 to 6 | |
| Checkout day, 12:00 | Host | Message sent to guest through the platform | Screenshot | |
| Checkout day, 15:00 | Cleaner | Linens and curtains bagged and laundered; walls washed in bedroom 2 | Extra cleaning time | |
| Next day, 10:00 | Host | Closed-up recheck: faint smell remains in bedroom 2 | Note | |
Keeping the log
- Start before cleaning.The first entries should be the discovery and the photos taken before anything was moved.
- Save originals.Keep original photos with their timestamps; avoid screenshots or edited images.
- Log every contact.Record messages with the guest, the platform and any professional, with the date and a one-line summary.
- Attach every cost.Invoices for cleaning, laundry, treatment and replacement items go in a folder with matching log lines.
- Close it out.End with the final recheck result and the outcome of any claim.
Check the log before submitting a claim
- Does the first entry come before any cleaning?
- Is every cost backed by a receipt?
- Are all guest messages from inside the platform?
- Would someone with no background understand the sequence?
Common questions
Paper or digital?
Either works. A shared spreadsheet or note that both the host and cleaner can add to is usually easiest to keep current.
What counts as evidence of indoor smoking?
Physical traces are strongest: ash, butts, burn marks, ashtrays, rolling papers or vape cartridges where they were found. A cleaner's dated description of the smell supports them.
Should I log things that turned out not to matter?
Yes. A complete record is more credible than one that includes only the points that help your case.
General information for LoHi, not a quote or professional advice. In an emergency, call 911.