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Handling problems during a stay
What to do when things go wrong
Last updated: 31 January 2026
Issues can happen. How you handle them affects your reviews and reputation.
During the stay
- Respond promptly to guest concerns
- Offer solutions where possible
- Document issues with photos/messages
- Escalate to Romancha support if needed
After checkout
For damage claims, document everything within 48 hours and submit through the Resolution Center.
Warning: Never confront guests aggressively. Professional handling leads to better outcomes.