Help Centre

How do damage deposits work for travelers?

There are two ways we process damage deposits, depending on how you booked and paid for your stay:

In most cases, you don’t pay a damage deposit upfront. Instead, we save your payment details securely and you’re only charged if the owner reports damage and you accept their claim. We can step in if there are issues resolving this.

Important: We are aware that some customers may have received information regarding damage deposits which was inaccurate or contradictory. To clarify, in these cases a damage deposit was not charged as part of your total booking cost. We’re working to correct this as a priority. 

Occasionally, you will pay a damage deposit upfront as part of the total rental cost. In this case, we’ll return your deposit within 10 days of your check-out, unless the owner reports any damage. If their claim is successful, we’ll deduct the cost and return the remainder.


What if my original payment method is no longer available?

If your card has expired/been renewed or you’ve switched to a new account but remained with the same bank within the last 6 months, the damage deposit refund should be processed as normal.

Note: If you’ve closed your account and moved to another bank please contact us with your new details in order to process your refund.


What should I do if the owner raises a claim?

If you paid a damage deposit at the time of booking, your damage deposit will be placed on hold and you will be notified via email. If the damage deposit wasn’t collected at the time of booking, you will receive an email to notify you of the claim but no funds will be charged until the claim is closed.

  • Go to your rental inbox to see the claim details.
  • If you agree with the requested amount, all you need to do is click Accept and the owner will be notified that you accepted the claim. If the request is for part of the damage deposit amount, you will only be charged the requested amount.
  • If you disagree with the claim or requested amount, click Disagree and send a message to the owner describing why you can’t accept the claim.  


What if the owner and I can’t reach an agreement?

If you can’t reach an agreement with the owner, try the following before escalating your claim:

  • Ask them for evidence of the damage, if you haven’t done so already
  • Ask for copy of any receipts for replaced damaged items. If you’ve got any evidence supporting your argument, send it to the owner

If nothing else works, contact us for further advice. Make sure that you send us any supporting evidence you’ve collected.

Please note: once the claim is escalated to us, we will make a decision based on the evidence and information we’ve collected from both parties. By passing the dispute to us, you are agreeing that our decision will be final.


If the property owner/manager is holding the damage deposit

The property owner/manager who you booked with is responsible for any repayments of your damage deposit.  

Ask them directly if you’d like to know how your damage deposit will be refunded. Your booking contract might outline a timeframe for refunding your deposit.

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