Managing security/damage deposits

What we handle on your behalf

If you’re listing via Airbnb, Travelnest handles security deposits and damage claims on your behalf. You don’t need to collect a deposit from guests who book through Airbnb.

When you need to collect deposits yourself

For other major booking channels such as Booking.com, Expedia, Vrbo, Holidu, and HomeToGo — these platforms do not currently offer deposit collection or guest damage coverage via Travelnest. This means:

• You, the host, are responsible for collecting and managing the security/damage deposit for bookings from those channels. 
• Travelnest will not collect or release the deposit on your behalf for bookings via those platforms. 

How deposits can impact bookings

Be aware: A large security deposit (for example, more than 20% of the nightly stay) may discourage guests from booking. Instead of relying on a high deposit, we recommend having comprehensive insurance in place to cover damage risks.

How to add or remove a security/damage deposit in your account

• If you'd like to add or remove a security/damage deposit from your listings, begin by selecting the relevant property from your homepage. 
• Next, go to the Pricing & Availability section and click on Security deposit and cleaning fee.

• Then simply turn the security deposit setting on, enter or adjust the deposit amount as needed, and click Save changes to apply it. This change will then be visible across all your property listings. 

We strongly advise against setting a very high security deposit—especially for a new listing. Depending on your property type and location, charging more than £300 may reduce search visibility on booking sites and discourage potential guests from booking.

Making a claim

If you need to report damage for a booking made via Airbnb (and managed by Travelnest), please reach out to our Customer Support team.

In order for us to make a claim for you on Airbnb via AirCover, we need to gather the following documents:

• Repair receipt/invoice/quote/weblink showing the missing or damaged items
• The amount you would like to claim (please note: the amount cannot be changed after the claim is submitted)
• Photographic evidence of the damaged items
• A short description of events

Please be advised that you need to send us the information within 10 days after the guest responsible for the damage has checked out to submit the claim.

Key notes for other booking channels

For bookings via Booking.com, Expedia, Holidu, Vrbo and their affiliates: the deposit amount you set in your Travelnest account will show to guests.

But, collecting and releasing that deposit is your responsibility; Travelnest does not manage this for those channels.

Recommended timeline: collect the deposit within 14 days before check‑in, and release it within 14 days after check‑out (assuming no damage).

Travelnest will not collect or be responsible for any security deposit transactions associated with Booking.com, Expedia, Holidu, Vrbo, HomeToGo and their affiliate sites.