How does the security deposit managed by Roomlala work?

The security deposit (also called a deposit) is an amount intended to cover any damage discovered 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 setting it up to reimbursement, including cancellation.

1. What is the security deposit managed by Roomlala?

It is an optional amount that the host can request from the guest in addition to the rent. Its purpose is to cover any damage, cleaning not carried out, 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.

2. Who sets the amount?

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

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 does not form 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 at the latest before the start of the stay. The guest can find the details of the deposit and the Pay the deposit button on their booking, in the My bookings section.

This is an actual charge on the bank card, and 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 blocked with Roomlala during the entire duration of the stay. It is neither paid to the host, nor returned to the guest. It serves solely as a guarantee in the event of a problem discovered 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 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 the event of damage: the host can file a claim

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

• Describe precisely the problem discovered
• Indicate the amount requested
• Attach photos or supporting documents

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 balance is refunded to the guest.
• Propose a partial agreement or contest the claim: the case is then transmitted to our team for arbitration.

8. Roomlala arbitration in the event of a disagreement

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

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

9. Cancellation of the security deposit

A security deposit can be cancelled in several situations. Do not 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 deposit request" button from My bookings. In this case, the booking remains confirmed: only the security deposit is cancelled, and the guest has nothing more to pay. The deposit then changes 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 amount is charged.
• If the guest had already paid and the deposit was in escrow: the entire amount paid (deposit and any service fees) is refunded to them on the bank card used for the payment, then the deposit is cancelled.

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

10. Key steps at a glance

• After booking confirmation: the guest is invited to pay the deposit, independently of the stay
• At the latest before the start of the stay: the deposit must be paid and placed in escrow with Roomlala
• As long as the deposit is not paid: the host can cancel their 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 the event 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 leads to a loss for the guest: either nothing has been charged, or the sum paid is fully refunded to them.
• 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 directly between the guest and the host.

Need help?

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