How does the security deposit managed by Roomlala work?

The security deposit (also known as a caution) is a sum intended to cover potential damage found at the end of a stay. On Roomlala, it can be managed directly by the platform, which simplifies things for everyone. Here is how it works, from setup to refund, as well as cancellation.

1. What is the security deposit managed by Roomlala?

It is an optional sum that the host can request from the guest in addition to the rent. Its purpose is to cover potential damage, cleaning not performed, or missing items at the end of the stay. Unlike a standard deposit handed over in person, here it is Roomlala that collects, holds, and returns it according to clear rules.

This system applies only to short-term rentals.

2. Who sets the amount?

The host chooses, when creating or modifying their listing, whether they wish to activate a security deposit and for what amount. The amount is limited to the equivalent of a maximum of 2 months' rent.

The guest sees the deposit amount clearly displayed on the listing as well as in the summary before confirming the booking.

3. When does the guest pay the deposit?

The security deposit is paid independently of the stay: it is not part of the booking payment. Once the booking is confirmed, Roomlala sends an email to the guest inviting them to pay the deposit.

Payment can be made at any time after confirmation, and no later than the start of the stay. The guest can find the deposit details and the Pay security deposit button on their booking, in the My bookings section.

This is an actual charge on the bank card, not just a bank hold: the sum is transferred to a dedicated Roomlala escrow account, separate from the rent.

4. During the stay: a sum set aside

Once the deposit is paid, it remains blocked with Roomlala for the entire duration of the stay. It is neither paid to the host nor returned to the guest. It serves only as a guarantee in case of an issue found upon departure.

5. After departure: automatic refund within 15 days

If no claim is filed by the host, the deposit is fully refunded to the guest automatically within 15 days after the stay end date. The refund is made to the bank card used for the initial payment.

Both the guest and the host receive a confirmation email as soon as the refund is issued.

6. In case of damage: the host can file a claim

If the host notices damage, insufficient cleaning, or a missing item, they have 10 days after the guest's departure to file a claim from My bookings. They must:

Precisely describe the issue found
Indicate the requested amount
Attach photos or supporting evidence

As long as a claim is in progress, the automatic refund is suspended.

7. The guest's response

Once the claim is filed, the guest is notified and can:

Accept the claim: the requested amount is paid to the host and any remaining balance is refunded to the guest.
Propose a partial agreement or contest the claim: the file is then transmitted to our team for arbitration.

8. Roomlala arbitration in case of disagreement

If the host and guest cannot find an agreement, our team takes over. We examine the information provided by both parties (photos, messages, potential inventory check) and make an impartial decision. The decision may result in a full refund, partial refund, or a total deduction.

Once the decision is made, the corresponding amounts are paid out immediately.

9. Cancelling the security deposit

A security deposit can be cancelled in several situations. Don't worry: as soon as a cancellation takes place, you have nothing to do and nothing remains wrongly charged.

The host waives the security deposit

As long as the guest has not yet paid the deposit, the host can cancel their request using the "Cancel security deposit request" button from My bookings. In this case, the booking remains confirmed: only the security deposit is cancelled, and the guest has nothing left to pay. The deposit then switches to "Cancelled" status.

The booking is cancelled

If the booking itself is cancelled, the fate of the deposit depends on the progress:

If the guest had not yet paid the deposit: it is simply cancelled, no sum is charged.
If the guest had already paid and the deposit was in escrow: the entire sum paid (deposit and any service fees) is refunded to the bank card used for the payment, then the deposit is cancelled.

Once the cancellation is carried out, the deposit status indicates "Cancelled". If a refund was due, it is processed automatically, without any action on your part.

10. The main stages at a glance

After booking confirmation: the guest is invited to pay the deposit, independently of the stay
Before the start of the stay at the latest: the deposit must be paid and held in escrow with Roomlala
As long as the deposit is not paid: the host can cancel their security deposit request without cancelling the booking
During the stay: the deposit remains blocked
Up to 10 days after departure: the host can file a claim
Without a claim: automatic refund within 15 days
With a claim: guest response, then Roomlala arbitration if there is a disagreement
In case of booking cancellation: full refund if the deposit had already been paid

11. Good to know

The security deposit is separate from the rent and service fees: it is subject to a separate payment, made by the guest after the booking confirmation.
A cancellation of the deposit never results in a loss for the guest: either nothing was charged, or the sum paid is fully refunded.
For long-term rentals with monthly payments, the operation is different: the deposit follows the rules specific to this type of rental.
Some listings may mention a deposit not managed by Roomlala. In this case, this article does not apply: the terms are to be agreed upon directly between the guest and the host.

Need help?

If you have a doubt about your refund, a deposit cancellation, if you wish to file a claim, or if your case is currently under arbitration, our team is here to assist you. Contact us via the contact form in your account.