This experience has been one of the most difficult moments of my professional life. It reinforced for me the true importance of business accountability and why clarity, documentation, and defined roles are essential in every professional partnership.
What Happened
I was on my honeymoon at the time.
I left a set of keys with a former business partner so a valuator could access the property. During that period, a family unexpectedly found themselves without accommodation at very short notice.
My former partner arranged temporary access to the property without my involvement. She agreed the terms and handed over the keys while I was away. I was not informed of the details at the time.
When I returned, the owner contacted me about a water issue at the property. The property was going through a sale, and I was the agent managing that agreement. For that reason, the owner contacted me directly. I addressed the issue immediately and handled it professionally.
About a week before the occupants moved out, they contacted me regarding the deposit. I explained that, under standard legal practice, deposits are returned once the final utility bills are received. This process typically takes up to one month after the end of occupancy.
The Missing Contract
It was only then that I was informed no formal rental contract had ever been prepared or signed.
This came as a complete surprise.
Because I had not been involved in arranging the accommodation, I directed the occupants to the person who had managed the agreement. Unfortunately, communication had already broken down by that point.
The occupants left the property and requested the immediate return of the deposit just days later, without waiting for final bills to be issued.
The Impact
Despite having had no role in arranging the agreement, my name and company were publicly associated with the situation, resulting in negative online comments.
This was the most difficult part.
Online accusations often lack context, and responsibility can quickly become blurred. Situations like this serve as a reminder of how easily reputations can be affected by decisions made without proper structure or documentation.
Lessons Learned
This experience reinforced an important lesson: trust alone is not enough in professional relationships.
Clear contracts, defined roles, and accountability protect everyone involved. Even when intentions are good, a lack of structure can lead to misunderstandings, conflict, and unintended consequences.
Moving Forward
Transparency, fairness, and accountability are the values on which I built my business, and they remain non-negotiable.
Difficult situations teach valuable lessons. While this experience was challenging, it strengthened my commitment to operating with clarity, professionalism, and responsibility — and to ensuring that trust is always supported by proper processes.
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