Accidental Damage Waiver (ADW) FAQs

What is the Accidental Damage Waiver (ADW)? 

The Accidental Damage Waiver is a small, non-refundable charge that can be applied at the time of booking and covers you, the owner, for damage to your property during a guest’s stay. The waiver is offered to guests as an alternative to the existing refundable Accidental Damage Deposit (ADD) and is currently charged at 10% of this amount.  

For example: if the refundable ADD is £200, the non-refundable ADW will be £20. 

A guest will be given the option to choose either the waiver (non-refundable) or the standard refundable security deposit at the time of booking. When the customer chooses the waiver, we will cover the costs of making good any accidental damage (deemed above usual wear and tear) that occurs during their stay, up to the value of the Accidental Damage Deposit set at the property. 

What are the benefits of offering the Accidental Damage Waiver for me?  

We offer an Accidental Damage Waiver option to improve both the letting experience for our owners and the booking experience for our guests as it provides both parties with peace of mind. Both the refundable ADD & ADW allow us to protect you and your guests against damage, free of charge, whilst the choice for guests between the deposit and the waiver helps those who are unable to pay the higher refundable amount upfront and who will then therefore be unable to proceed with the booking.  

The ADW also makes it easier and quicker for you to receive any funds relating to a claim as it removes any negotiation conversations with the guests. Unlike the waiver, if a guest chooses the refundable deposit option, we currently need to negotiate with them and yourselves on an agreed amount before issuing/releasing any funds.  

The facts: currently 89% of our owners offer the ADW option to their guests and we can see that of all bookings last year, 85% of guests selected this option over the refundable ADD option. 

How does the Accidental Damage Waiver work? 

For guests that choose the ADW, they will pay a small, non-refundable charge that will cover them for any damage that may be caused during their stay. This charge (though small) will also cover the owner for the full refundable ADD amount if a claim is made. Unlike with ADD where we hold the funds from you and your guests until an agreement is met, the waiver removes a lot of back and forth meaning you will receive your claim amount much quicker.  

Example:  

How do I make a claim if the guest has selected the Accidental Damage Waiver option? 

The best thing about the waiver is that nothing changes for you when it comes to making a damage claim. You will still be required to contact your homeowner account manager, within 72 hours, if you find that any damage has occurred at your property, and you will also still be covered for the original amount of the refundable ADD. If your property is managed by us, your cleaner/housekeeper can contact us to make the claims. 

Can the ADW option be paid on all bookings? 

The waiver can be paid on any bookings up to two weeks in duration and for those properties with an existing refundable ADD of more than £50. Currently these bookings are exempt from the scheme.  

What does the ADW provide the customer with? 

The Accidental Damage Waiver provides the guests with a non-refundable, lower cost alternative to the Accidental Damage Deposit. The waiver allows guests to relax and enjoy their holiday – safe in the knowledge that if an accident does happen, we will cover the costs of making good any accidental damage, up to the value of the Accidental Damage Deposit for the property they are staying in. 

The scheme does not provide guests any protection against damage that has been caused on purpose, and they will still be expected to pay the costs of rectification to you, the owner. 

Is the ADW an insurance? 

Our Accidental Damage Waiver is not an insurance. We offer all holidaymakers the choice of paying a refundable Accidental Damage Deposit (that they receive back after their holiday) or to pay a non-refundable waiver (which means we will cover the costs of accidental damage up to the deposit amount). We hope that the cost of claims will be lower than the income from participation in the waiver scheme, but this is our risk and responsibility as an agency.  

Where can I find out more about ADW? 

If you have read our FAQs, but still have some questions about the waiver, please get in touch with your HAM who will be able to give you further details about the scheme and how you can join.