Responding to a claim you disagree with

Open your trip page and find Respond to a damage claim. Write your side and attach photos.

You get one response

The formal reply is a single submission and it cannot be edited or repeated. Draft the whole thing, then send it.

What makes a response land

• Be specific about the panel. Name where the claim says the damage is, and say what you saw there.
• Point at your own pickup photos. If the mark is visible in the sweep you took before you drove off, say which shot.
• Give dates and places. Where the car was parked, when you last looked at that panel, who else drove it.
• Attach photos. Your own, from the trip, at the angle in question.
• Say what you do accept. Disagreeing with an amount is different from disagreeing that anything happened, and reviewers can act on the difference.

After you send it

Your host is notified, and the claim goes to our team with both sides in front of them. If the window closes before you reply, the claim can be decided without you. Until it is actually decided you can still send your response, and you can add messages on the case at any point.

If money comes out of your deposit as a result, that lands as a pending charge with its own 72 hour dispute window.