Bond Claim Processes

Each booking platform has a slightly different process, as follows:

Airbnb 

If damages are reported by the housekeeper, PHH staff will submit a claim via airbnb. The first stage of this is that we will request payment from the guest. If the guest declines to pay we will make a claim via Airbnb's Aircover. To make a claim via aircover we have to submit photos as well as receipts for repair / cost of the items. We have a 14 day window from guest checkout to submit evidence / documentation. 

If the guest declines to pay or if the claim is rejected we will claim the damages / loss via PHH's Procover compensation scheme (if eligible).

Note: if you have bought items for your property please keep the receipts as these can be helpful when claiming for damaged items.

Please note: we can only claim for damages / loss on airbnb. We cannot claim for breaches of rules such as noise complaints.

Stayz, Booking.com and the PHH website 

In the event of damage or loss we will attempt to charge the guest's card.

In some situations we cannot charge the guest's card - for example of the guest cancels the card. Also if the guest initiates a successful chargeback request through their bank we will be unable to charge the guest. 

If the guest declines to pay or if the claim is rejected we will claim the damages / loss via PHH's Procover compensation scheme (if eligible).