If your guest won’t pay the security deposit

Check you've set a security deposit

 First, log in to your account and double check that you’ve set a security deposit for this listing. If you haven’t, you unfortunately won’t be able to require one after the booking has been made, as most booking channels will only allow you to collect a deposit if it’s already specified on your listing.

Check which channel the booking is from

Next, confirm which booking channel the reservation is with. If it’s with Airbnb, please note that you’re not able to collect a separate security deposit from the guest, as this is against Airbnb’s rules. However, you are covered by Airbnb’s AirCover for eligible issues, which offers protection for hosts.

Discuss it further with the guest

If you had a deposit set up before the guest booked, and the channel allows deposits, we recommend speaking with the guest directly. Many guests are simply unaware they’ve booked a property where a security deposit is required. You can politely explain that the listing clearly states a deposit is needed, highlight why you require it (for example, to cover potential damages), and outline how and when it will be returned. This transparency often reassures guests.

If the guest still refuses

If the guest continues to refuse to pay the deposit, you can calmly explain that it is your right as the host to require a deposit, and that without it, the booking cannot go ahead. The simplest and quickest solution is to advise the guest that, if they do not wish to pay the deposit, they will need to cancel the booking.

If the guest will not cancel or comply, please contact our Host Support team and let us know you’d like to make a complaint regarding a guest. We’ll then help you manage the cancellation process with the relevant booking channel.