For most bookings, travellers won’t pay a damage deposit at the time of booking. However, they are still responsible for any damage to your property up to the amount of your damage deposit. We make travellers aware that they are responsible throughout the booking process, including on your property description page, house rules, in checkout, and after they complete the booking.

Before you file a claim, we highly encourage you to contact your guest to discuss the details of the damage that occurred, how much you intend to charge and share any evidence you might have such as before and after photos of the damage. Having an open discussion with your guests will help them understand the reasons for the claim and reduce the chances of a dispute. Always communicate with the traveller in writing through our secure messaging platform to maintain a record of your conversation.

Damage deposit claims can be filed when there is damage to your property or its contents. For any other incidentals, you wish to charge your guest for during or after the stay, please create a new payment request instead.

If a traveller does not pay a refundable damage deposit at booking
After a guest checks out, you will have 14 days to assess the property and file a damage claim. We will make every effort to process your request and collect damages from your guest using their card on file. Most claims are processed immediately and the money is deposited into your account within 3-7 business days. In the unlikely event that the money cannot be collected from your guest, we are committed to supporting you by helping cover the cost of your claim. We retain the right to withhold a payout for claims that cannot be verified. To initiate your claim:
  1. Log in to your account.
  2. If you have more than one listing, select the listing you wish to claim damage on.
  3. Click Reservation Manager in the left navigation menu.
  4. Click Payments.
  5. Choose the correct traveller payment.
  6. Scroll down to Damage Protection.
  7. Click Report Damage.
  8. Enter the amount of money you would like to claim from your guest. This cannot exceed the amount of your damage deposit.
  9. Describe the damage in the box below. This message will be sent to your guest by email.
  10. Click Confirm.
If a traveller pays a refundable damage deposit at booking
In some instances, your guest may be asked to pay a refundable damage deposit at the time of booking, or during the last payment for multi-payment bookings. After a guest checks out, you will have 14 days to assess the property and withhold the amount for damages from their deposit. To initiate your claim:
  1. Log in to your account.
  2. If you have more than one listing, select the listing you wish to claim damage on.
  3. Click Reservation Manager in the left navigation menu.
  4. Click Payments.
  5. Choose the correct traveller payment.
  6. Scroll down to Damage Protection.
  7. Click Withhold deposit.
  8. Enter the amount of money you would like to withhold from the damage deposit. This cannot exceed the amount paid by the traveller.
  9. Describe the damage in the box below. This will not be sent to the traveller but is helpful for your record keeping.
  10. Click Withhold deposit.
The money will be deposited into your account within 3-7 business days. The remainder of the funds will be refunded to the traveller. The traveller will receive an email notifying them of the refund. We also recommend contacting them through our secure messaging platform to explain any withheld funds.