A Host is able to begin the security deposit claim process by going to their account inbox, selecting the booking they need to make the claim for, and clicking on the Claim Security Deposit button:
This action will place a hold on the security deposit so it is not refunded.
Next, send a message to the guest on thisopenspace with an explanation for why the security deposit is being held, in an effort to reach an agreeable solution with them directly. When a decision is reached by host and guest, share the agreement by email to firstname.lastname@example.org and we'll confirm it with both parties before processing the claim payment.
If you are unable to come to an agreement on a resolution for damages with the other party, you can escalate the claim to our Support team by emailing a thorough description of the issue, including: photos, a video, a walkthrough report or similar, of the damages.
You must also include proof of value for damaged items (i.e. purchase receipt) or an estimate from a licensed vendor/contractor for repairs to support@thisopenspace. Upon receiving your email, our Support team will:
- Inform both host and guest by email that a claim has been filed.
- Request any additional information to be submitted to email@example.com over the next 48 hours.
- After 48 hours, the Support team will inform the host and guest of their resolution within the next 7 business days, and process any associated payments.
Our Support Team reviews each claim to determine a fair resolution for both parties. All decisions made by thisopenspace regarding cancellation requests are final.