How does the security deposit / damage deposit managed by Roomlala work?

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

1. What is a Roomlala-managed security deposit?

It is an optional sum that the host can request from the guest in addition to the rent. Its purpose is to cover any damages, uncompleted cleaning, or missing items at the end of the stay. Unlike a traditional deposit given in person, here Roomlala collects, holds, and returns it according to clear rules.

This system applies only to short-term rentals.

2. Who sets the amount?

It is the host who 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 and 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 the guest an email inviting them to pay the deposit.

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

This is an actual debit from the bank card, not just a pre-authorisation: 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 held by Roomlala for the entire duration of the stay. It is neither paid to the host nor refunded to the guest. It serves solely as a guarantee in case of a problem observed upon departure.

5. After departure: automatic refund within 15 days

If no claim is filed by the host, the deposit is automatically refunded in full to the guest within 15 days after the end date of the stay. 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 make a claim

If the host observes 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:

  • Accurately describe the problem observed
  • Indicate the requested amount
  • Attach photos or supporting documents

As long as a claim is pending, 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 dispute the claim: the case is then forwarded to our team for arbitration.

8. Roomlala arbitration in case of disagreement

If the host and guest cannot reach an agreement, our team takes over. We examine the evidence provided by both parties (photos, communications, any inventory reports) and make an impartial decision. The decision may result in a full, partial, or total retention of the deposit.

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

9. Key steps at a glance

  • After booking confirmation: the guest is invited to pay the deposit, independently of the stay
  • No later than before the start of the stay: the deposit must be paid and held in escrow by Roomlala
  • During the stay: the deposit remains held
  • Up to 10 days after departure: the host can make a claim
  • Without a claim: automatic refund within 15 days
  • With a claim: guest's response, then Roomlala arbitration if disagreement

10. 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 booking confirmation.
  • For long-term rentals with monthly payments, the process 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, the article does not apply: the terms must be agreed upon directly between the guest and the host.

Need help?

If you have any doubts about your refund, wish to file a claim, or if your case is undergoing arbitration, our team is here to assist you. Contact us via the contact form in your account.

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