What happens after a claim is filed

A damage claim opens a support case with a number, and you are emailed the details and your reply-by date the moment it is filed.

Your right of reply

You have 72 hours to respond. Our team cannot decide a host-filed claim until you have responded or that window has closed. That gate exists so nothing gets settled behind your back.

Your trip page shows a Respond to a damage claim panel with the deadline counting down.

What reviewers look at

• The claim itself and the host's photos.
• Both sides' condition reports from pickup and return.
• The sweep photos from each end of the trip, including the before and after pair for the panel in question.
• Your response and your photos.

The outcome

A claim is either resolved with an amount or dismissed. If an amount is owed, it can be taken from your security deposit hold. When that happens, it also arrives as a pending charge on your trip with its own 72 hour dispute window, so a deposit capture is exactly as challengeable as a card charge.

Your deposit is not released while a claim is open on the trip.

If the outcome does not look right to you, reply on the case. Going to your bank instead ends the conversation here and moves it onto their timetable.