Help Centre

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

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.

 

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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