What happens if a host makes a claim on my security deposit?
When you book a listing with a security deposit, your host may make a claim for any damages that occur during your reservation. Hosts have 48 hours from your checkout date to make a claim on the security deposit. If damages are reported:
1. Your host will contact you using the Resolutions Tool to discuss the claim. Claims are often quickly and amicably resolved when hosts request payment directly from their guests. If your host sends you a request, you will be notified via email and Dashboard alert. Please reply to your host's request in the tool within 48 hours.
2a. If your agree to the amount, click "Accept" in the tool so we process it and send it to your host. This can take between 5 to 7 business days.
2b. If you decline or do not respond to the request, we'll contact you via email and give you 48 hours to respond to us so we can mediate. We'll make sure both parties are represented fairly and gather any details and documentation needed from you and your host to reach a resolution. Typically, a security deposit claim will be resolved within one week.
Communication through email is required in order to collect needed documentation from the host, which will include photos and/or video along with receipts, invoices, written estimates, or links to comparable items denoting actual cash value for repair or replacement. If we determine money is owed based on documentation and communication from both parties, we will move forward with collecting from the deposit. We reserve the right to collect payment from you using the payment details we have on file.
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