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Key takeaways
- You can claim against a deposit only for damage, overtime or extra cleaning, reported with photos within 48 hours of the end of the booking.
- If nothing is reported, the deposit is returned about 48 hours after the end. If the guest cancels, it is always returned in full.
- Photograph the venue from the same angles before and after every booking, so you have a comparison.
- Keep conversations in platform messages, and report on time even if you are still talking to the guest.
- Guests must report a venue that is seriously not as described within 24 hours of the start. The platform decides disputes on the evidence.
You can set a refundable security deposit, which guests see before they pay. If you find damage, overtime or extra cleaning after a booking, report it within 48 hours with photos; otherwise the deposit is returned automatically about 48 hours after the end. The platform decides disputes on the evidence from both sides and may refund in part or in full.
- 48 hours
- For hosts to report with photos after the booking ends
- 48 hours
- After the end, when the deposit is returned if nothing is reported
- 24 hours
- From the start, for guests to report a venue seriously not as described
Setting a deposit
- The deposit is refundable. Set the amount in your venue settings.
- Guests see it before they pay and pay it online with the booking.
- If the guest cancels, the deposit is always returned in full.
How much?
- Base it on the value of your equipment and the usual risks.
- Too high puts guests off; too low gives little protection.
- Look at similar venues and adjust for your own equipment.
- Say in your description and house rules when a deposit may be claimed. Guests are more comfortable when they know.
When can I claim against a deposit?
Only for these three reasons, with evidence:
| Reason | Example |
|---|---|
| Damage | Broken furniture, fittings or equipment |
| Overtime | The guest left after the booking ended |
| Extra cleaning | The venue needed more than normal cleaning |
Which claims tend to hold up?
This is practical advice, not platform policy. Every dispute is decided by the platform on the evidence from both sides.
Clear evidence, more likely to hold up
- Obvious damage with before-and-after photos
- A late departure backed by messages or another record
- Cleaning well beyond normal, such as heavy food waste, vomit or confetti everywhere
- A breach of a rule that is written in your house rules
- Reported with photos within 48 hours of the end
Unlikely to be accepted
- Normal wear and tear, such as light pilling on a sofa or everyday floor scuffs
- No before photo, so it is unclear which booking caused it
- Expectations that are not in your house rules and that guests could not have known
- Ordinary tidying and taking out the rubbish
- Reported after 48 hours
Keep claims to the three reasons, damage, overtime and extra cleaning, with evidence for each.
Checking before and after each booking
The best evidence is a before-and-after pair from the same angle. Make the check a routine for every booking:
How to report
- 1
Inspect as soon as the guest leaves
Photograph from the same angles as before and compare for damage, overtime or extra cleaning.
- 2
Capture clear evidence
One wide photo to show where, one close-up to show how bad, paired with the matching before photo.
- 3
Message the guest through the platform
Stick to facts: what you found and when. Many issues are misunderstandings, and settling it directly is best.
- 4
Report to the platform within 48 hours
Submit within 48 hours of the end of the booking even if you are still talking to the guest, so your claim is on time.
- 5
Add a description and records
Say what happened and how serious it is, and include the relevant platform messages.
- 6
Wait for the platform's decision
The platform reviews the evidence from both sides and may refund in part or in full.
If you report after 48 hours, the deposit is returned to the guest as normal.
Protecting yourself
Before bookings
- Write clear house rules, including cleaning expectations and how overtime is handled. See writing a listing that converts.
- Make sure your photos and description match reality. See venue photos that book.
Between bookings
- Photograph the venue before each guest arrives, so you have a comparison.
- Inspect promptly after each guest leaves. Do not let it slip past 48 hours.
- Keep conversations with guests in platform messages so there is a record.
When something goes wrong
- Stay calm and stick to facts: what was found, when, and what it will cost to fix.
- Message the guest through the platform first. Many issues are simple misunderstandings.
- Report within the 48-hour window even if you are still talking to the guest, so your claim is on time.
How disputes are decided
- Guests: if the venue is seriously not as described, they must tell the platform within 24 hours of the start.
- Hosts: to claim against a deposit, report within 48 hours of the end, with photos.
The platform decides on the evidence from both sides and may refund in part or in full. Payouts are released 48 hours after the booking ends, which leaves time to resolve problems.
What if I cancel?
If you cancel a guest's booking, the guest is refunded in full and you are charged a cancellation fee. An out-of-date calendar is a common cause; see calendar sync with iCal.
Frequently asked questions
When is the deposit returned to the guest?
If nothing is reported, about 48 hours after the booking ends. If the guest cancels, the deposit is always returned in full.
How soon must I report damage?
Within 48 hours of the end of the booking, with photos. After that, the deposit is returned as normal, so inspect as soon as the guest leaves rather than the next day.
Who decides a dispute?
The platform. It looks at what both sides provide, such as photos, message history and the house rules, and may refund in part or in full.
What if a guest says the venue is not as described?
The guest must tell the platform within 24 hours of the start. The platform investigates and, if the venue is seriously not as described, may refund the guest in part or in full. Photos and a description that match reality are the best way to avoid these complaints.
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