How do I make a security deposit claim?
If you need to make a security deposit claim, you can do so by emailing us within 48 hours of your guest’s check-out date or before the next guest checks in, whichever is earlier.
Making a security deposit claim
Whether you intend to resolve a security deposit claim directly with a guest or by involving thisopenspace, the first step is to let us know within 48 hours of check-out so we can place a hold on the guest's security deposit return.
- Go to My Bookings and find the booking for which you are placing a claim under
- Click Message History
- Click the Claim Security Deposit button
- Select the reason why you are submitting the claim
- Enter the claim amount
- Add details of the claim and describe why you are making this claim
We will automatically place a hold on the security deposit return and notify the guest.
Resolving claims directly with guests
To resolve a claim directly with a guest, send your guest a message on thisopenspace and let them know the reason for your claim and the amount you are claiming.
If the guest agrees to pay the amount requested, the guest and host must share their resolution by emailing us. We'll confirm it with both parties, process the claim, and send the appropriate amounts to both parties, which usually takes 5 to 7 business days.
Disputed claims involving thisopenspace
If a guest and host do not reach a decision, they can escalate the claim and involve thisopenspace.
- Our support specialist will contact you by email to collect evidence. You will have up to 7 days from the time a claim is initially made to provide all evidence.
- We will review all evidence submitted and available to us through the thisopenspace platform, including messages between you and the guest. The review process can take 5 to 10 business days from the time that all evidence is submitted. We are not able to accept as evidence any communication outside of the thisopenspace platform. Find out more about why it's important to communicate through thisopenspace.
- We'll inform both parties of the resolution, process the claim, and send the appropriate amounts to both parties, which usually takes 5 to 7 business days.
We'll make sure you and your guest are represented fairly, and if we determine you're owed money, we'll send it to you in a separate payout.
By involving thisopenspace, both parties agree to accept the decision as final and binding.