Why haven’t I received my damage deposit back yet?
In most cases, you don’t pay a damage deposit upfront. Instead, we save your payment details securely and you’re only charged if the owner reports damage and you accept their claim. We can step in if there are issues resolving this.
Important: We are aware that some customers may have received information regarding damage deposits which was inaccurate or contradictory. To clarify, in these cases a damage deposit was not charged as part of your total booking cost. We’re working to correct this as a priority.
Occasionally, you will pay a damage deposit up front as part of the total rental cost. In this case, the owner has 10 days after you check out to report any damage. If they don’t, we’ll return your deposit. If their claim is successful, we’ll deduct the agreed cost and return the remainder.
If your damage deposit was paid upfront and it has been more than 10 days
If your damage deposit was collected and held by TripAdvisor Rentals (i.e., you paid it as part of your total rental cost), then there are a few reasons why you may not have received it yet:
Your deposit is still being processed
Unless the owner raises a claim, we initiate a transfer of the refund 10 days after you check out.
- If you paid via PayPal, you should receive the refund on the same day it’s initiated.
- If you paid by debit/credit card, timings depend on your card provider and can take up to 10 working days.
- If your payment was split into a deposit and a balance, you might have used two payment methods. Check the statement for the card you used to pay the remaining balance.
The owner has raised a claim
If the owner believes that the property or its contents sustained some damage during your stay, they will raise a claim to deduct the cost from your deposit.
Go to Manage your holiday booking to view and respond to the owner’s claim.
There are issues with your debit/credit card
If you’ve closed your account and moved to another bank, please contact us with your new details in order to process your refund.
If your card has expired/been renewed or you’ve switched to a new account but remained with the same bank within the last 6 months, your refund should be processed as normal.
The property owner/manager is holding the damage deposit
If you paid the property owner/manager directly, then they are responsible for returning your damage deposit.
Contact them to ask how your deposit will be refunded. Your booking contract might outline a timeframe for returning your deposit.