You notice damage after a guest has checked out. Don't panic.
CasaBooking has taken precautions in advance: a bank pre-authorisation corresponding to the security deposit amount you agreed with Marc is systematically recorded before each stay. If you have any doubt about this amount, you can confirm it via our contact page.
This system allows us to process a charge up to one week after checkout if the damage is confirmed and justified.
UNDER WHAT CONDITIONS CAN A REFUND BE REQUESTED FROM THE GUEST?
A charge is only considered if the amount of the damage exceeds €25. Below this amount, it is simpler to contact Marc directly to consider a small compensation gesture.
In order to act effectively, it is essential to send us a photo of the damage within three days of the guest's departure. You must then provide us with supporting documentation (invoice or quote) within the following week, in order to prove the value of the replacement or repair.
WHAT IS CASABOOKING'S PROCEDURE WITH THE GUEST?
Once the photo has been received, CasaBooking sends a polite and factual message to the guest. This message includes the photo of the damage and explains that we are awaiting supporting documentation from the owner in order to provide an exact amount. Even though, yes, the guest should have reported the issue themselves, we maintain respectful and professional communication throughout.
HOW DOES THE REIMBURSEMENT WORK?
Upon receipt of your invoice or quote, we pass the final amount on to the guest. If they agree, the reimbursement is processed without difficulty, which is the case more than 9 times out of 10. In the event of a dispute, the next steps depend on the platform used for the booking.
WHAT HAPPENS IF THE GUEST REFUSES TO PAY?
If the booking was made via Airbnb, the security deposit is in the hands of the platform. We then call upon their resolution service, which reviews the exchanges and supporting documents. To date, when a case is well documented, Airbnb has consistently ruled in favour of the owner.
In the case of other platforms or a direct booking, the security deposit remains in CasaBooking's hands. If the claim is justified, we can charge all or part of the pre-authorised amount to the bank card.
WHAT ARE THE KEY POINTS TO ENSURE EVERYTHING GOES SMOOTHLY?
This system works effectively provided that deadlines are respected and clear evidence is provided. It relies on your responsiveness and good coordination with the CasaBooking team.
If you have any doubts or need assistance, you can always contact us via our contact page. We are here to help you at every step.
CONCLUSION: A PRECAUTION RARELY USED… BUT ALWAYS USEFUL!
At CasaBooking, we manage hundreds of bookings every month. And fortunately, situations where a security deposit actually needs to be charged are extremely rare. Minor damage, on the other hand, is very common (broken glass, damaged chair, worn mosquito net…), but in the vast majority of cases, the amount involved is modest, and guests act in good faith and are willing to compensate without argument.
Having a bank pre-authorisation in place beforehand remains a very effective deterrent — and therefore a preventive measure. It reassures owners, particularly those who are just starting out, while maintaining a reasonable level of accountability for the few guests who, let's say… have a somewhat too relaxed relationship with everyday objects.
In short: we don't use it every day, but we are very glad to have it on hand when we need it!