In case of damages during a stay, hosts have 7 days after the guest’s departure to open a claim (go to the specific booking by going to “My listings”, then “My guests”, “Payout & Deposit” and select the option “I want to make a claim on the guest’s deposit”) to request all or part of the Security Deposit. Hosts need to provide any documents that may support their claim: photos of the damaged items or material, receipts, invoices, repair bills etc.
Guests can accept or decline the initial request. They can also send a counter-proposal. In any case, hosts and guests have a total of 7 days to reach an agreement. When an agreement has been reached, the amount will be charged on the guest's credit card (claim management fees apply). Once collected, the money is transferred to the host.
If no agreement has been reached by the end of the 7-day period, the case will be automatically closed.
Important: during this 7-day period, hosts can also decide to escalate the complaint to misterb&b and ask them to settle the case on their behalf. However, they need to wait at least 96 hours after they opened the initial claim. Should they choose to do so, they agree that the compensation amount deemed appropriate by misterb&b will be binding, final and non-negotiable.
Starting December 10, 2018, hosts are not allowed to collect the Security Deposit independently at the time of their guest arrival, as this will now be managed 100% online.
If you haven't been able to find the desired help, you can always contact the misterb&b team via this form or by phone :
International +33 9 75 18 74 62 OR USA/Canada +1 (415) 802-0876
Our English-speaking agents ar available daily from 2 am to 9 pm Eastern time to assist you.