How does the security deposit managed by Roomlala work?

The security deposit is a sum intended to cover any potential damages noted at the end of a stay. On Roomlala, this can be managed directly by the platform, which simplifies things for everyone. Here is how it works, from the setup to the refund, including cancellations.

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 damages, cleaning that wasn't done, or missing items at the end of the stay. Unlike a traditional deposit handed over in person, Roomlala collects, holds, and returns it based on clear rules.

2. Who sets the amount?

It is the host who chooses, when creating or editing their listing, whether they wish to enable 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 is not part of the booking payment. Once the booking is confirmed, Roomlala sends the guest an email inviting them to pay the deposit.

The payment can be made at any time after confirmation, and at the latest before the start of the stay. The guest can find the deposit details and the button Pay the security deposit on their booking, in the My bookings section.

This is an actual charge on the bank card, not just a pre-authorization hold: the sum is transferred to a dedicated Roomlala escrow account, distinct from the rent.

4. During the stay: a sum held aside

Once the deposit is paid, it remains blocked with Roomlala for 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 case of an issue noted 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 case of damages: the host can file a claim

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

• Precisely describe the issue found
• Indicate the requested amount
• 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 remaining balance is refunded to the guest.
• Propose a partial agreement or contest the claim: the file is then forwarded to our team for arbitration.

8. Roomlala arbitration in case of disagreement

If the host and guest cannot reach an agreement, our team takes over. We examine the information provided by both parties (photos, messages, potential inventory check) and rule impartially. The decision may result in a full refund, a partial refund, or a total retention.

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

9. Cancelling the security deposit

A security deposit can be cancelled in several situations. Don't worry: as soon as a cancellation occurs, you have no steps to take and nothing remains charged improperly.

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 security 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, and 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, and the deposit is then cancelled.

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

10. The main 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 held in escrow by Roomlala
• As long as the deposit is not paid: the host can cancel their security 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 case of booking cancellation: full refund if the deposit had already been paid

11. Good to know

• The security deposit is distinct from the rent and service fees: it is subject to a separate payment, made by the guest after the booking is confirmed.
• Cancelling the security deposit never results in a loss for the guest: either nothing was charged, or the amount paid is fully refunded.
• For long-term rentals with monthly payments, the process is different: the deposit follows the specific rules for this type of rental.
• Some listings may mention a deposit not managed by Roomlala. In this case, this article does not apply: the terms must be agreed upon directly between the guest and the host.

Need help?

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