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    If you would like to contact us, please note that we are currently experiencing longer wait times than usual due to recent travel restrictions. Thank you.

    What do I do if my guest breaks something in my place?

    If you need to make a request to collect on your security deposit, you can do so in the Resolution Center within 14 days of your guest’s checkout date or before the next guest checks in, whichever is earlier.

    To make a request to collect on your security deposit:

    1. Go to Resolution Center and click Request money
    2. Select a guest to Request money from and click Next
    3. If guest has multiple reservations, select a reservation and click Next
    4. Under Select a reason, choose Damage or missing items then click Next
    5. Complete the Let's get you some help session and click Next
    6. Click Start now
    7. Complete the Request reimbursement session and click Submit

    If your guest agrees to the amount you requested, we'll release your payout in 5-7 business days.

    If your guest declines or doesn't respond within 72 hours, click Contact us in your Resolution Center case. If we require additional documentation of the damaged or missing items, you'll have 72 hours to provide it.

    We'll make sure you and your guest are represented fairly, and if we determine you're owed money, we'll send it to you in a separate payout.

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