Help Centre

Why haven’t I received my damage deposit back yet?

The return of your damage deposit depends on how you booked and paid for your stay.

  • If you booked and paid online through our platform:

When you book, we tell you the maximum damage claim the owner can make. We save your payment details securely, but we don’t charge your card.

Within 10 days of checking out, if the owner believes the property was damaged, they can raise a claim. If you accept the claim, your card will be charged; if not, we can step in to help you reach a resolution. Either way, we’ll keep you updated via email.

Please note that you will not be due a damage deposit refund at the end of your stay because we don’t hold any payment.

  • If you booked and paid through our platform and your damage deposit was collected upfront:

In some cases, we collect your damage deposit when you book as part of the total balance. If the owner doesn’t report damage within 10 days of your checkout, we’ll return your deposit.

If the owner does report damage, your deposit will be placed on hold. If their claim is successful, we’ll deduct the cost from your deposit before returning the remainder. Again, we’ll keep you updated via email every step of the way.

 

If the damage deposit was paid upfront and it has been over 10 days 

If the damage deposit was collected and held by TripAdvisor Rentals (you paid it as part of your total rental cost), then there are a few reasons why you may not have had your damage deposit returned to you yet:

 

Your deposit is still being processed

10 days after you check out from your stay, unless the owner raises a claim, we will initiate a transfer of the refund.

  • If you paid via PayPal you should receive the refund on the same day it is initiated.
  • If you paid by debit/credit card, timings depend on your card provider - the average is three working days, but sometimes can take up to 10.
  • If your payment is split into a deposit and balance, ensure you are checking the card statement used for paying the remaining balance.

 

The owner has raised a claim

If the owner believes that the property, or its contents, have sustained some damage during your stay they will raise a claim to deduct the cost from the deposit.

Log into your Rental inbox to review and respond to the owner’s claim.

 

There are issues with your debit/credit card

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.

 

The property owner/manager is holding the damage deposit

If you paid the property owner/manager directly, then they are 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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