If a guest causes damage or leaves your property in an unacceptable condition, you can submit a charge request to deduct part or all of their security deposit.
Hospitable makes this process quick and host-controlled — there's no third-party approval or waiting for mediation. You submit the request, and we handle the processing.
When Can I Submit a Charge Request?
You have 48 hours after check-out to submit a charge request.
This gives you 2 days to inspect the property, review any damages, and decide whether a charge is necessary. After that window, the deposit will be automatically released to the guest and cannot be recovered.
🚨 Claims for multiple issues must be submitted at the same time.
Once you have submitted a charge request against a security deposit, you cannot go back into the deposit to submit another charge request. If you have multiple items or issues to claim for, please submit all of them at once.
Before You Submit
Charge requests are final and cannot be modified after submission. Take time to prepare before you click submit:
Accurate damage cost. Get quotes or receipts for repairs or replacements. Include all damages in a single claim — you won't be able to add items later.
Photo or video evidence. Document the damage clearly. Before-and-after photos are ideal.
Itemized description. List each damaged item and its associated cost in your claim.
💡 Tip: Document your property before each guest arrives.
Take timestamped photos or a short video walkthrough before every check-in — especially high-value items and common damage areas (walls, furniture, appliances). This gives you before-and-after evidence if you need to submit a claim, and makes chargebacks much harder for guests to win.
How to Submit a Request
Go to the reservation thread in your Inbox.
Click Charge Deposit.
Fill out the short form:
Amount to charge (up to the deposit total)
Reason for the charge (e.g., damage, missing item, excessive cleaning, rule violation)
Upload any evidence, photos, receipts, or guest communication
Once submitted, we'll process the charge and create a payout for the funds.
After You Submit
Once submitted, here's what happens:
The guest is charged the claimed amount from their security deposit hold (or their card is charged if the hold has been released).
The guest is notified. On Direct bookings, the guest receives an email. On OTA bookings, the guest is notified via a system message through the Hospitable inbox.
The claim cannot be modified. You cannot increase, decrease, or add items after submission.
You cannot submit a second claim for the same reservation.
Funds are transferred to your account once the charge is processed.
If you haven't submitted a charge request yet and decide a claim isn't necessary, you can waive the security deposit entirely using the Remove Deposit option in the reservation details. This releases the hold on the guest's card without collecting any funds. Remember, you have 48 hours after checkout to decide.
What If a Guest Disputes the Charge?
If a guest disagrees with a security deposit charge, they may contact you directly to discuss it, or file a chargeback with their bank or card issuer.
We strongly recommend discussing the charge with your guest before or shortly after submitting. Guests who are surprised by an unexpected charge are far more likely to dispute it with their bank, leading to chargebacks that are costly and time-consuming to resolve. A short message explaining the damage, sharing photos, and confirming the amount can prevent most disputes.
How Hospitable helps with chargebacks:
Hospitable's security deposit system includes built-in chargeback protection. If a guest files a chargeback, we handle the dispute process on your behalf using the documentation you provided when submitting your charge request. This is why thorough preparation before you submit matters — the evidence you upload is your primary defense.
What to know about Hospitable's role in disputes:
Hospitable provides the security deposit infrastructure — hold and charge mechanics, claim processing, and chargeback protection — and responds to chargebacks on your behalf. However, Hospitable does not mediate between you and the guest on whether damage actually occurred, and does not inspect properties or independently verify damage. If there's a disagreement about the damage itself, that's between you and the guest. Your best protection is always thorough documentation.
Need to Charge for More Than the Deposit?
If the damage exceeds the deposit amount, you may still communicate directly with the guest about recovering the full cost, but we cannot process charges beyond the original deposit. Depending on the booking, there may be other options available to you — for example, Aircover for Airbnb reservations. For Direct Premium, you may also use our security deposit feature in tandem with our Truvi damage protection.
Common Questions
"I submitted a claim for the wrong amount — can I fix it?"
No. Once a charge request is submitted, the amount cannot be changed. If you accidentally submitted a claim for less than the actual damage, you may need to handle the difference outside of the security deposit system (e.g., through direct communication with the guest or your own insurance).
"Can I cancel a claim I already submitted?"
No. Submitted claims cannot be cancelled or reversed through Hospitable. If there's an issue with a processed claim, contact Hospitable support for guidance.
"The damage was more than the security deposit amount — what can I do?"
Security deposits on Direct bookings range from $100 to $5,000. If the actual damage exceeds the deposit amount, you can only claim up to the deposited amount. For additional coverage, consider enabling Truvi damage protection (available on Direct Premium), which provides supplemental coverage beyond the security deposit.