What if the owner and I can’t reach an agreement on a damage deposit claim?

If you can’t reach an agreement with the owner about the damage deposit claim they’ve raised, try the following before escalating your claim:

  • Ask them for evidence of the damage if you haven’t done so already

  • Ask for copy of any receipts for replaced damaged items. If you’ve got any evidence supporting your argument, send it to the owner.

If nothing else works, contact us for further advice. Make sure that you send us any supporting evidence you’ve collected.


What we require to resolve a claim

As we do not visit properties ourselves, we will ensure that both guests and owners are represented fairly and base our decision on legitimate documentation only.

If you and the owner are unable to reach an agreement, we will request multiple pieces of evidence, including photos and/or videos, as well as receipts, invoices and cost estimates, to give us an idea of the financial impact of the alleged damage.

Please note: once the claim is escalated to us, we will make a decision based on the evidence and information we’ve collected from both parties. By passing the dispute to us, you are agreeing that our decision will be final

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