Guest falls in STR, how to respond?

Question

This guest checked in 3 hours ago. This is what I have so far. First I want to make sure they are ok and get any medical attention if needed. Anyone have experience with this and what to say / do... or better what not to say?

Thanks for the help :/

John Underwood · Answer

I'd would reply.

" I am so glad that you are ok, I will get someone over to check that step right away"

Then see what they say don't volunteer anything until you can further access the situation.

Get someone over like a licensed and insured Contractor to check that step. Get a written report from them about what was wrong and how they fixed it.  Get pictures. If nothing is wrong and the person is just a clutz get the Contractor to write that up.

Luke Carl · Answer

@Melissa Bovee I would not reply. Just knowing my personality it’s best for me to keep my mouth shut.

Joseph Bafia · Answer

I lean towards what @John Underwood says regarding not "volunteering" up any info.  I had a similar one where guest stated " just wanted to share that you have bed bugs and my wife got bad bites and we had to take her to the hospital."  I simply replied "thank you for sharing the information and we will pass it on to our housekeeper".

Definitely not legal advice, but if the guest is not asking for something or asking for an action, then I'm not offering one.  In my case, maybe guest was just looking to test the waters and see if I'd say "oh my gosh I'm sorry to hear that.  I'd really like to give you a discount for your inconvenience.".  SInce I never responded any further, neither did they and it was over.

My concern is once you start commenting, making assumptions and inquiring further, you may be opening yourself up to unnecessary liability.  I believe if they want something, they will ask and then you decide how to pursue or defend your position.

Megan Deppe · Answer

The "I was holding the rail when I slipped" feels like a setup to say she was doing what was required of her legally to be safe and your "slanted" stair was the problem.  I would go with John's advice to CYA with a contractor report to prove that your stairs are safe and legal.  This guest seems like trouble.

Henry Lazerow · Answer

Don't reply if this is a short term rental and if it's long term say will have a contractor out and record all details. Likely testing the waters for a discount or to see if you are an easy target for a slip and fall lawsuit.

Bruce Woodruff · Answer

Is the 3rd step slanted.....? And is the rise/run regular and up-to-code?

Account Closed · Answer

@Melissa Bovee follow up with her... like she's a human being... that may have been hurt.  Treat her exactly the way you would want to be treated in that situation

Paul Sandhu · Answer

I have a sign on all my fridges that says "owner not responsible for accidents" in English and Spanish.  I also have a small sign over my kitchen sinks "no grease down the drain.  you will have to unclog it."

Bruce Woodruff · Answer

So Melissa...what happened?

John Underwood · Answer

Luke, I think that's best also.

Guest falls in STR, how to respond?

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