According to the Lease Agreement and our Service Policy, a Tenant may be charged for damages to the Stay caused by negligence or misuse.
As EnkoStay (the Platform) is not a direct party to the lease contract, we do not have the independent authority to determine compensation amounts. Therefore, the resolution must be reached through mutual agreement or discussion between the Host and the Tenant.
If damage occurs, please follow the steps below:
Step 1. Notify the Host Immediately
As soon as damage is identified, promptly notify the Host via the 1:1 Chat feature within the EnkoStay app. Please provide photos or videos of the damage for a clear assessment.
Step 2. Discuss Compensation
Consult with the Host to confirm the extent of the damage and the required compensation amount.
During this stage, you may request an official estimate or invoice (quotation) to ensure a fair and accurate assessment of repair costs.
Step 3. Share the Agreement with the Platform
Once an agreement on the amount is reached, please share the final decision with the Company (EnkoStay). We will then proceed with the billing for the Tenant Penalty based on the mutual agreement.