Why haven’t I received my damage deposit back yet?
Go to Manage my holiday booking where you can see if you paid a damage deposit for your booking. If you did, then you can see the details and status of your damage deposit.
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 you paid. Your damage deposit will be placed on hold and you will be notified via email.
Go to Manage your holiday booking to see the reason for the claim and the amount that the owner/manager has requested to withhold to cover the damages.
If you agree with the requested amount, all you need to do is select 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 be sent the rest once the claim is resolved.
If you disagree with the claim or requested amount, select Disagree and send a message to the owner outlining your reasons why you can’t accept the claim. The owner/manager will then review your feedback and get back to you to discuss further.
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.