Guest injured at my property — what should I do immediately?

Category: Legal & Regulations

By: Tony Russo

Posted: 2025-12-22T23:59:16.086Z

A guest just messaged me that they slipped on the bathroom floor and hurt their wrist. They say they might need to see a doctor. I'm panicking — this has never happened before. What do I do RIGHT NOW? And what documentation do I need to protect myself?

Reply by Michael Thompson:

Take a breath. Guest injuries are stressful but they happen. Here's the immediate action plan: **RIGHT NOW (first 30 minutes):** 1. **Express genuine concern.** "I'm so sorry this happened. Your health is the priority. Is there anything you need right now?" 2. **Offer to help with medical care.** Provide the nearest urgent care or ER address. Offer to call them a ride if needed. 3. **Do NOT admit fault or liability.** IMPORTANT: "I'm sorry this happened" is compassion. "I'm sorry the floor was slippery — I should have put a mat there" is admitting fault. Big legal difference. 4. **Do NOT offer to pay medical bills.** This implies responsibility. Your insurance will determine what's covered. **WITHIN 24 HOURS:** 5. **Document the scene.** Go to the property (or have someone go) and photograph the bathroom — floor condition, any wet areas, existing bath mats, etc. 6. **Document the guest's communication.** Screenshot all messages in Airbnb's system. 7. **File an incident report with your STR insurance** (Safely, Steadily, etc.) — even if the guest hasn't made a claim. Early reporting strengthens your position. 8. **Notify Airbnb** through the Resolution Center or support line. Create a paper trail. **GOING FORWARD:** 9. **Contact your insurance agent** — they'll guide you on next steps and whether to engage an attorney. 10. **Do NOT make any changes to the property** that could be seen as "fixing the problem" (like installing a bath mat that wasn't there before). This implies the condition was unsafe. Wait for your insurance/attorney to advise. **Preventive measures for the future:** - Non-slip bath mats in every bathroom - Non-slip strips in tubs/showers - "Caution: wet floor" mat when applicable - Adequate lighting in all walkways - Liability insurance of $1M minimum — through Safely (https://safely.com) or Steadily (https://steadily.com) Most guest injuries result in NOTHING more than an apologetic message and maybe a modest medical bill. Lawsuits are rare if you respond with empathy and have proper insurance.

Reply by Lauren Fischer:

One more critical thing: DO NOT discuss the incident with the guest beyond expressing concern and offering help. If they start asking leading questions ("Was there supposed to be a mat there?", "Has this happened before?"), respond with: "I understand your concern. I'd like to make sure this is handled properly — my insurance company will follow up to ensure you're taken care of." Direct all liability discussions to your insurer. That's what you pay them for. Being helpful and empathetic is good — making statements about the property's condition that can be used against you later is not.