Overview

Each damage claim in Valzotra has a status that reflects where it is in the resolution process. Updating the status as you work through a claim keeps your records organized and provides a clear timeline of actions taken.

How it works

Status lifecycle

A damage claim moves through these statuses:

  1. Open -- the claim has been created and damage has been documented. This is the starting status for every new claim.
  2. Investigating -- you are actively assessing the damage, gathering quotes, or determining responsibility. Move to this status from Open when you begin working the claim.
  3. Disputed -- the claim is being contested (e.g., a guest disputes responsibility, or a platform denies a damage charge). You can move to Disputed from Investigating.
  4. Resolved -- the damage has been repaired or compensated, and the matter is settled. You can move to Resolved from Investigating or Disputed.
  5. Closed -- the claim is fully wrapped up. You can close a claim from Open, Investigating, or Disputed status. Use this when no further action is needed, whether the damage was repaired, compensation was received, or you decided not to pursue the matter.

Allowed transitions

Not every status change is possible. The allowed transitions are:

  • Open can move to Investigating or Closed.
  • Investigating can move to Disputed, Resolved, or Closed.
  • Disputed can move back to Investigating, to Resolved, or to Closed.

Once a claim is Resolved or Closed, it cannot be moved to another status.

Updating status

  1. Open the claim detail page.
  2. Click the status indicator or the Update Status button.
  3. Select the new status from the available options.
  4. Optionally add resolution notes explaining the change.
  5. Save.

Resolution steps

When a claim is created, Valzotra generates a set of guided resolution steps:

  1. Confirm all damage is photographed and described.
  2. Record repair or replacement estimate for each issue.
  3. Notify platform (Airbnb, VRBO) or file insurance claim.
  4. Schedule repair or replacement.
  5. Confirm repair complete -- add before/after photos to issues.
  6. Mark claim resolved and record final costs.

These steps are a guide, not a requirement. You can complete them in any order or skip steps that do not apply to your situation.

Guest-visible status

If a claim is linked to a reservation, the guest sees a simplified status in the guest portal:

  • Open, Investigating, or Disputed all appear as Under review.
  • Resolved appears as Resolved.
  • Closed appears as Closed.

Guests do not see your internal status, notes, or resolution steps.

Limits & requirements

  • Status changes are validated on the server. Invalid transitions (e.g., moving from Open directly to Resolved) are rejected.
  • Resolved and Closed statuses are final. You cannot reopen a claim after reaching these statuses.
  • Status changes are audit-logged with the user, timestamp, and IP address.
  • All team members with property access can update the status of claims on their assigned properties.

FAQ

Can I reopen a resolved or closed claim? No. Once a claim is marked as Resolved or Closed, it is final. If new damage is discovered or a dispute arises, create a new claim.

What is the difference between Resolved and Closed? Resolved means the damage was addressed -- repairs were completed or compensation was received. Closed means no further action is needed, regardless of outcome. Use Closed when you decide not to pursue a claim or when a minor issue does not warrant further effort.

Do I have to follow the resolution steps in order? No. The resolution steps are a suggested workflow. You can complete them in any order, skip steps, or address them as your situation requires.

What happens if a guest disputes a claim? You can move the claim to Disputed status. This is an internal tracking status -- it does not trigger any external action. The guest continues to see "Under review" in the portal.