How do damage deposits work? (for owners)


A damage deposit is an amount of money, separate from the rental cost, from which you can raise a claim, should the traveler cause any damage at your property or violate the booking terms in any way.

Please note, that this is in place to cover physical damage to your property (such as broken items) and should not be used for indirect costs you are able to itemize in your account (for example: cleaning costs, utility bills or additional guest fees)

How damage deposits work:

  • You decide on the size of the damage deposit. Make any changes here.

  • The guest pays the damage deposit when settling the full balance for their holiday, and we hold their damage deposit until the end of their stay.

  • You’ll be reminded by email when the guest checks out. From this date, you’ll have seven days to report any damage.

  • If you have no damages to report within seven days of the guest checking out, we’ll send a full refund to the guest. If you haven't reported any damage, we’ll send a full refund to the guest.

  • We’ll email you to let you know when the damage deposit has been processed.

How do I submit a damage deposit claim? 
If something’s damaged:

  • Go to your Inbox and open your conversation with the guest.

  • Click Create a claim to start the claim process

  • Indicate the amount you’d like to retain and add a message to the guest

  • 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 will review it and reply to you. If they accept the claim, the requested amount will be retained from their damage deposit and sent to you shortly after. 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. 

What if the guest and I can’t reach an agreement? 

If you can’t reach an agreement with the guest, try the following before contacting us about your claim:

  • Send them evidence of the damage, if you haven’t done so already

  • Send a copy of any receipts you have obtained if you have replaced the damaged items already

If nothing else works, contact us for further advice. Make sure that you send us any supporting evidence you’ve collected so that we can help you resolve your claim as quickly as possible. 

To support your claim, we will request photographic evidence of the damage, in the form of photos or videos, as well as invoices to give us an indication of the financial impact of the damage. Please note, that we are unable to accept handwritten receipts, word documents or invoices issued by yourself. As a guideline, we only accept invoices which include the following: VAT number, business addresses and/or company header. You may supply these in PDF, a scanned copy or photographed copy.

Please note: once we’ve been contacted about the claim, 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.

Booked directly with you

If guests didn’t pay via our online booking service, they will have paid the damage deposit directly to you, so you’ll need to refund them directly.

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