Security deposits

When you book a listing with a security deposit, your payment details are stored but not charged or authorized for the deposit unless the host makes a claim. The host has 14 days from your checkout date to make a claim on the deposit for damages to their property.

What to expect if a host reports damages

If your host makes a claim on your security deposit, here’s the process that will be followed:

1. We’ll ask for documentation from the host, and as soon as we receive it, we’ll ask them to contact you through ProperyStays’s Resolution Center to discuss the claim. If your host sends you a request, you’ll be notified by email and through an alert on your Dashboard.
2. Reply to your host’s request in the Resolution Center within 72 hours. Your response will depend on whether or not you agree to the amount requested by the host:
   • Agree to the amount: Click Accept in the Resolution Center. We’ll process your payment and send it to your host, which usually takes 5 to 7 business days.
   • Don’t agree to the amount: Click Involve ProperyStays in the Resolution Center and let us know why you think your host’s claim is invalid. We’ll contact you and give you 72 hours to respond to us so we can mediate.

In any case, we’ll make sure you and your host are represented fairly and gather any details and documentation needed to reach a resolution. Most security deposit claims will be resolved within one week.

Documentation from hosts

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