How do damage deposits work?
We process damage deposits in two ways, depending on how you booked and paid for your stay:
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 up front as part of the total rental cost. In this case, the owner has 10 days after you check out to report any damage. If they don’t, we’ll return your deposit. If their claim is successful, we’ll deduct the agreed cost and return the remainder.
What if my original payment method is no longer available?
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, your damage deposit refund should be processed as normal.
Please note: If you’ve closed your account and moved to another bank, contact us with your new details in order to process your refund.
What should I do if the owner raises a claim?
If you paid a damage deposit at the time of booking, your damage deposit will be placed on hold and you will be notified via email.
If you didn’t pay a damage deposit at the time of booking, you will receive an email to notify you of the claim, but no funds will be charged until the claim is closed.
Go to Manage your holiday booking to view the claim details.
If you agree with the requested amount, simply click Accept and the owner will be notified that you accepted the claim. If the request is for part of the damage deposit, you will only be charged the requested amount.
If you disagree with the claim or requested amount, click Disagree and send a message to the owner explaining why you can’t accept the claim.
What if the owner and I can’t reach an agreement?
If you can’t reach an agreement with the owner, here are a few things to try before contacting us:
Ask them for evidence of the damage, if you haven’t done so already.
Ask them for a copy of any receipts for replaced damaged items.
Send them any evidence you have to support your argument.
If nothing else works, contact us for further advice. Make sure that you send us any supporting evidence you’ve collected.
Please note: Once the claim is escalated to us, we will make a decision based on evidence and information collected from both parties. By passing the dispute to us, you agree that our decision will be final.
If the property owner/manager is holding the damage deposit
If you paid the property owner/manager directly, then they are responsible for returning your damage deposit.
Contact them to ask how your deposit will be refunded. Your booking contract might outline a timeframe for returning your deposit.