If something is damaged or the venue needs extra cleaning, the host can claim against your security deposit within 48 hours of the end of the booking, with photos. The platform decides the dispute and may refund in part or in full.
How it works
- The host reports within 48 hours of the end of the booking, with photos.
- A claim can be for damage, overtime or extra cleaning.
- The platform reviews the evidence and decides.
- If there is no claim, the deposit is returned about 48 hours after the booking ends.
What if I disagree with a claim?
Contact us and send any photos or other information you have from the booking.
What if the venue was dirty or damaged when I arrived?
Message the host as soon as you can and take photos. If the venue is seriously not as described, tell the platform within 24 hours of the start.
Tips
- Take photos as soon as you arrive, especially of furniture, appliances and floors.
- Before you leave, tidy up, take out the rubbish and take another set of photos.
- If you break something, tell the host straight away rather than leaving it for later.
Related: How does the security deposit work?, How do I report a problem?