What to do if you Break Something While Traveling

Accidents happen, even to the most careful travelers; however, when things break these days, it can sometimes escalate into a “shakedown” for hundreds of dollars in damages. The difference between a minor hiccup and a major financial headache often comes down to what you do immediately following the incident.

In this week’s newsletter, we’re looking at the smart way to navigate travel’s “broken” moments without letting them ruin your trip or your budget. 

We’ll cover the specific documentation you need to protect your integrity, how to distinguish between actual damage and normal wear-and-tear, and the “nuclear option” for disputing unfair charges with your credit card. Whether you’re dealing with a rental host or a corporate car agency, here is your roadmap for staying in control when things get broken.

What to Do Immediately When Something Breaks (Don’t Panic—Act Fast)

We’ve all been there: you’re settling into a lovely boutique hotel or a cozy vacation rental, you reach for a lamp or pull a handle, and snap. That instant wave of guilt, followed by the thought “how much is this going to cost me?” is completely natural. But as a savvy traveler, your first move isn’t to worry—it’s to manage the situation.

Whether it’s a shattered vase or a missing knob in your rental car, here is how to handle those first few minutes:

1. Document Everything Immediately
Before you move a single piece of glass or try to “fix” a loose knob, pull out your smartphone. Take high-quality photos and, better yet, a quick video from several angles.

• For property: Show the item, the surrounding area, and any pre-existing wear that might have contributed to the break.
• For cars: Capture the damage in the context of the whole vehicle so there’s no confusion about the location of the dent or scratch.

2. Notify the Right Person Right Away
It is tempting to wait until check-out to mention a broken coffee maker, but “failing to report” can sometimes be viewed as an admission of negligence—or worse, an attempt to hide it.

• At a Hotel: Call the front desk immediately. They may simply swap the item out or move you to a new room with no charge.
• At a Rental: Message the host through the app (Airbnb/VRBO). This creates an official, time-stamped record of your honesty.
• Rental Cars: If it’s minor (like a chipped windshield), call the rental agency’s roadside or customer service line to ask if they want you to swap the car or continue driving.

3. Keep All Communication in Writing
Even if you have a pleasant chat with a host over the phone, follow it up with a quick message: “As we discussed on the phone, the floor lamp in the living room broke when I tried to turn it on. Just wanted to make sure we’re on the same page!” This “paper trail” is your best friend if a simple accident turns into an unfair claim later.

Most people are reasonable, but having a record ensures that your integrity is never in question.

Rental Cars: When the “Check Engine” Light Is the Least of Your Worries

There is a unique kind of stress that comes with finding a fresh scratch on a rental car. Unlike a hotel room, where a broken lamp is stationary, a car is a moving target for gravel, tight parking garages, and other drivers.

To stay protected, you need to know exactly where your coverage begins and ends before you sign the contract.

What’s Typically Covered (And What’s Not)

Most travelers assume they are “fully covered” if they have their own vehicle insurance, but “coverage” is often a patchwork quilt.

• Collision Damage Waiver (CDW/LDW): If you buy this from the rental company, you’re usually off the hook for damage to the car itself. However, many standard waivers actually exclude the “vulnerable” parts of the car—specifically the windshield, tires, and undercarriage.
• The “Loss of Use” Trap: This is the big one. If the rental car is in the shop for three days, the rental company will charge you for the revenue they lost while it wasn’t on the road. Most personal auto policies do not cover this, some premium credit cards do, and travel insurance will as well.

Credit Card Coverage: Primary vs. Secondary

This is the most important distinction for a savvy traveler to understand.

• Secondary Coverage (Most Common): Many credit cards offer this type of coverage. Here’s how it works: you must file a claim with your personal auto insurance first. The card only pays what’s left over (like your deductible). This means the accident still goes on your personal insurance record.
• Primary Coverage: A few travel-specific cards (like the Chase Sapphire Preferred/Reserve or certain Amex plans) offer primary coverage. If you use one of these, you can bypass your personal insurance entirely. No claim filed at home, no premium hike.
• Travel Insurance (The Gold Standard): Some travel insurance plans include coverage for rental cars,  and it costs significantly less than the coverage at the rental car counter. Claims made on this type of travel insurance plan won’t raise your personal auto insurance rates, and the coverage limits can be higher than your auto insurance. It will also cover ‘loss of use’ charges.

Common Damage Scenarios to Watch For

• Windshield Chips: A tiny pebble on the highway can turn into an $800 bill. If you see a chip, document it immediately.
• Tire Damage: Hit a deep pothole? Most rental agreements consider tire damage “maintenance” or “negligence,” meaning you might be on the hook for a brand-new tire even if you have basic insurance.
• Bumper Scrapes: Low-curb scrapes on the front spoiler are a favorite for inspectors to find. Always crouch down and take photos of the front and rear bumpers during your initial walk-around.

See these timely topics on protecting yourself from issues with a rental car on your next trip:

• See 18 things to check (10 before you leave the lot!) to be sure your rental car is safe.
• See this checklist to protect yourself from rental car damage scams.

When Disputes Happen: How to Appeal and Resolve Issues

Even when you do everything right—reporting the issue and documenting the scene—you might still receive a bill that feels like a “shakedown.” Whether it’s a vacation rental host claiming you ruined a carpet or a rental car agency charging $2,000 for a scratch, you have more power than you think.

1. Interacting with vacation rental companies (like Airbnb & VRBO)

If a host asks for money, never pay them directly through Venmo or cash. Always keep the transaction within the platform’s resolution center.

• The 24-Hour Rule: On Airbnb, once a host sends a reimbursement request, you typically have 24 hours to respond. Don’t ignore it.
• The Mediation Phase: If you and the host can’t agree, you can “involve” Airbnb or VRBO. This moves the case to a neutral third-party mediator. This is where those “before and after” photos you took become your star witnesses.
• Wear and Tear vs. Damage: Mediators look for “negligence.” If the handle on a 10-year-old toaster finally fell off while you were making breakfast, that is normal wear and tear, not damage. You are not responsible for a host’s aging appliances.

2. Escalating with Rental Car Companies
Rental agencies often send automated damage claims weeks after you’ve returned home.

• Request the “Vehicle Incident Report”: Don’t just accept an invoice. Demand the full report, including the timestamped photos the company took before you rented it and after.
• The “Loss of Use” Proof: If they charge you for the time the car was in the shop, ask for the fleet logs. If they had 20 other similar cars sitting unrented on the lot while yours was being repaired, they didn’t actually lose any income, and you can dispute that specific fee.
• Go to Corporate: If the local branch is being difficult, take the conversation to their corporate customer service. Remember, this is where your before and after photos and/or video will support your claim.

3. When to Dispute Charges with Your Credit Card

If a company unilaterally charges your card for damage you didn’t cause, you have a powerful ally: the Fair Credit Billing Act.

• The 60-Day Window: You generally have 60 days from the date of the statement to file a formal dispute.
• “Not as Described” Technique: You paid a premium for a specific room type or amenity (like a balcony overlooking the nearby cathedral), but instead find yourself looking at a parking lot. This is where you can dispute the premium charge for a room that was “not as described.” This is where screenshots and the original booking confirmation showing the room description, plus a simple photo of the actual room, come in handy.
• The Nuclear Option: Be aware that disputing a charge can sometimes lead to being “blacklisted” by that specific rental chain or hotel brand. Use this as your final step after you’ve tried to resolve it directly.

Pro Tip: Before you call the bank, always give the front desk manager one chance to make it right. Ask for a “rate adjustment” to the price of a standard room. If they refuse, politely tell them you’ll document the discrepancy for a credit card dispute. Sometimes, the mere mention of a formal dispute is enough to magically “find” a room with a view.

How Travel Insurance Can Help (and When It Won’t)

When most people buy travel insurance, they think of trip cancellations or medical emergencies. But what about that broken lamp or the rental car bumper? This is where travel insurance gets a bit nuanced. It’s not a “blank check” for every accident, but it can be a lifesaver in two specific ways.

1. The “Personal Liability” Benefit
Many comprehensive travel insurance policies include Personal Liability coverage. This is designed to protect you if you are found legally responsible for accidentally injuring someone or damaging their property (like that expensive vase in a hotel lobby).

• The “Catch”: Most standard policies actually exclude damage to property that you have “care, custody, or control” over. In plain English: if you rent an Airbnb, you technically have “control” over that property, so standard liability might not cover the broken window you caused.
• The Fix: Look for policies that specifically offer “Vacation Rental Damage” protection. This is often an add-on or a specific feature in “luxury” or “premium” plans (like those from Generali or Allianz) designed to cover the gap for rental home accidents.

2. Rental Car Damage Protection

If you didn’t like the price of the insurance at the rental counter, a travel insurance policy can provide Primary Rental Car Damage coverage.

• Why it’s better: Unlike the “secondary” coverage on most credit cards, this pays out first. It covers collision, theft, and—most importantly—Loss of Use fees that the rental company might try to charge while the car is in the shop.
• The Limit: Note that this usually only covers the car itself, not your liability to others (that’s still on your personal auto policy).

When Travel Insurance Won’t Help

It’s just as important to know the “No-Go” zones:

• Normal Wear and Tear: If a chair leg snaps because it was old and rotted, insurance won’t pay the host. That’s the host’s responsibility as a business owner.
• Intentional or Reckless Acts: If damage happens because of “gross negligence” or while under the influence of alcohol, your claim will be denied immediately.
• Unattended Items: If you leave your laptop on a café table and it gets broken or stolen, insurance almost always denies the claim because the item was “unattended.”

Pro Tip: Don’t assume your policy covers property damage by default. Before you leave, do a quick “Control+F” search in your policy document for the words “Property Damage” and “Personal Liability.” If you see a long list of exclusions for “rented properties,” you’ll know you need to be extra careful—or rely on the protection offered directly by platforms like Airbnb & VRBO.