Yes, a security deposit is required for each booking. Our reservations team arrange this with guests prior to arrival and pre-authorisation of a payment card is required.
Post-departure assessment
The property should be assessed as soon as possible after a guests departure. Where damages occur, an owner/caretaker should notify our offices of any damages within 24 hours of the guests departure/check out time. If this 24 hour period happens to be a weekend, we will pick up the claim on the next working day. The owner/caretaker should submit evidence of damages, such as photographs, a detailed description of the damages, and evidence of the costs/replacement of the damages. Unfortunately we cannot process any claims against a guests security deposit if we are not notified on damages within this timeframe.
What happens next?
When an owner/caretaker informs us of any breakages or damages, and submits the required evidence of the damages and costs involved, we will then inform the guests of the claim and we will place a charge on their security deposit, to cover the costs of the damages.
How long does this process take?
When an owner informs us of damages within the required 24 hour time-frame, and submits the required evidence and costs, the process is very quick.
The costs of damages is in excess of the amount on the security deposit. Can you help?
Thankfully this is not a common problem. But, if a situation happens where the costs of damages is far in excess of the amount of the security deposit held, we will inform the guests of the additional costs involved and advise the guests to put right the extra cost of damages with he property owner. In a situation where a guest does not put right any damages that are not covered by the amount of the security deposit, and if the property owner decides to proceed through other channels to recoup any additional costs, such as insurance, legal and others, we will provide any requested information when required to do so.
The house was left messy and dirty, can I charge for additional cleaning?
In general, additional changeover cleaning is not covered under a security deposit claim unless significant additional cleaning due to damages. If the property is left very dirty and damaged and additional cleaning or cleaning assistants are required for an extended period of time, a claim may be valid. This will be looked at on a case-by-case basis. The owner/caretaker should submit evidence of the additional cleaning required, such as photographs, a detailed description, and evidence of the costs of the additional cleaning/cleaner.