How do I submit a damage deposit claim?
If something has been damaged in your rental and you’d like to raise a claim:
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Go to your Inbox and open your conversation with the guest.
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Select Create a claim to start the claim process
- Indicate the amount you’d like to retain (up to the amount you originally indicated) and add a message to the guest
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Support your claim by attaching evidence of the damage, such as photographic evidence, receipts for replaced items etc.
Once your claim is sent to the guest, they’ll review it and reply to you. If they accept the claim, the requested amount will be charged to the guest’s saved payment method. If the guest doesn’t agree with your claim, we’ll notify you via email and you’ll receive a notification in your Inbox. You can then review their feedback and send them an amended claim.
Booked directly with you?
If guests didn’t pay via our online booking service, they will have paid the damage deposit directly to you, and you’ll need to refund them directly.