Leaving and your caution deposit
What to do if your host disputes your deposit
The short answer
If your host says something was damaged, tell your side and add photos. Our team reads both sides and decides.
Step by step
Step 1: Read our email.
The subject is "Your host has raised a question about your caution deposit". It tells you what the host says.
Step 2: Open your stay and find "Deposit dispute".
Step 3: Read "Your host's claim".
The line "The host asks to keep" shows how much they want to keep.
Step 4: Write your side in "Your reply".
Say what happened, calmly and clearly. You can write up to 4,000 characters (letters and spaces).
Step 5: Add your evidence.
Evidence means proof, like photos, videos or PDFs. Press "Add a photo, video or PDF".
Step 6: Press "Send reply".
Do it now
Nothing is kept yet
Nothing is kept until our team decides. Your deposit stays where it is until then.
Files you can add
- Photos and PDFs up to 10 MB (megabytes) each.
- Videos (MP4 or MOV) up to 50 MB each.
- Up to 30 files for one dispute.
How our team decides
Our team reads both sides and looks at the proof.
They decide how much the host keeps. It can be nothing, some, or all of the deposit.
The rest comes back to you. The Cabans team sends it.
The page says "Refunds reach you within 14 days, usually in about 5."
You both get an email. The subject is "Your caution deposit for [home name] has been decided".
Good to know
- Only hosts can raise a dispute. You reply to it.
- You can reply and add proof more than once while it is open.
- We email you when your host replies. The subject is "New message about your caution deposit".
- Our team can see everything and can reply too.
Questions people ask
Can the host take my deposit without asking?
No. Nothing is kept until our team decides.
Can I raise a dispute myself?
No, only a host can. Waiting too long for your deposit? See how to get your caution deposit back.
What makes good evidence?
Clear photos or a short video of how you left the home.
Where do I see the decision?
On your stay page, under "Our team's decision". We email you as well.
Read next
- Leaving and your caution depositHow to get your caution deposit backAfter you leave, the host checks the home and gives the deposit back. If they have not after 14 days (two weeks), ask us.
- Changing or cancellingHow refunds workWhen you are owed money, the Cabans team sends it back to you. It arrives within 14 days, usually in about 5.
- Leaving and your caution depositHow to check outBefore you go, press "I am leaving". Your host checks the home and finishes your stay.
More about leaving and your caution deposit
Still stuck?
Tell us what happened. If you have a booking number, add it. Our team will help.
Contact usLast updated