What happens after a claim is filed

A damage claim opens a support case, and we email you the details and your reply-by date.

Your right of reply

You have 72 hours to respond. Our team can't decide a host-filed claim until you've responded or the window has closed. Your trip page shows a Respond to a damage claim panel with the deadline.

We look at both sides' photos, condition reports and what each of you wrote.

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. It then appears as a pending charge on your trip with its own 72 hour dispute window. Your deposit isn't released while a claim is open.

If the outcome doesn't look right, reply on the case. Going to your bank instead moves it onto their timetable.