Help Center

What if the owner and I can’t reach an agreement on a damage deposit claim?

What should I do if the owner raises a claim?

If the owner raises a claim, your damage deposit will be placed on hold and you’ll be notified via email.

Go to your Rental Inbox to see the claim details. If you agree with the requested amount, simply click Accept and the owner will be notified that you’ve accepted the claim. If the request is for part of the damage deposit amount, you will be sent the rest once the claim is resolved.

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.  

 

If you can’t reach an agreement with the owner about the damage deposit claim they’ve raised, 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.

 

What we require to resolve a claim

As we do not visit properties ourselves, we will ensure that both guests and owners are represented fairly and base our decision on legitimate documentation only.

If you and the owner are unable to reach an agreement, we will request multiple pieces of evidence, including photos and/or videos, as well as receipts, invoices and cost estimates, to give us an idea of the financial impact of the alleged damage.

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

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