If, following an inspection of the property you wish to make a claim for damage in accordance with your refundable damage deposit terms, you will need to:
  1. Log into Owner admin
  2. Click Bookings
  3. Find the relevant booking in Current or Past Bookings
  4. Within the booking page, Click Refund damage deposit
  5. Enter the amount to be retained and submit the request
  6. Enter the reason the refundable damage deposit is being charged to the traveller

The traveller will then receive a notification advising them of the charge, including the reason for the charge as submitted by you. A copy of this message can be found in the “Emails and correspondence” section of the booking page.

Please note the processing of any payment of a retained damage deposit amount (whether partial or full) will be subject to a 1.5% merchant fee which will be deducted from the refundable damage deposit amount owed to you.  Example if you are retaining $200 you will receive $197.00 and we will retain the $3 (1.5% merchant fee).  You will receive the funds within 3 business days of the claim. 

If a partial refund is due to the traveller, the funds will automatically be refunded to the their credit card.