If you booked a property that requires a card on file, you'll only be charged if the host files a claim indicating that damage occurred during your stay. There is no pre-authorization hold on the credit card. After your stay is complete, the host has 14 days to assess the property and submit a claim. In some instances, this may also include charges for incidentals (for example, excessive cleaning fees, returning forgotten items, or damage from undeclared pets and guests).
If a host files a claim, you will receive an email notification from us indicating that a new charge has been added to your stay. The email will include a message from the host with a description of the damage including when and how much you will be charged. We will apply this charge to the payment method used for your booking on behalf of the host.
Once the charge has been applied, you will receive an email receipt. If you don't agree with the charge, you may start a dispute by clicking Contact Us below. We will request additional documentation from both you and the host to verify the claim.
If you purchased accidental damage protection, and the damage reported is covered under the policy, you can file a claim with the policy provider to request reimbursement for the resulting charge. Please review the policy coverage for additional information.