Damage and compensation

§ 1

Who is responsible

The guest is responsible for damage that the guest, their group, their pets or visitors cause through carelessness or on purpose. Normal wear and tear, old items and accidents no one could foresee are not damage the guest has to pay for.

The host is responsible for the place being safe and in the condition the listing describes, and for faults the guest did not cause.

§ 2

As a guest: tell the host straight away

If something has broken, tell the host in the booking as soon as possible. It is almost always easier and cheaper to sort it out directly.

§ 3

As a host: claim compensation

1. Send a claim in the booking, or to us, within 14 days of check-out.
2. Describe the damage and attach photos, and receipts or a quote showing the cost.
3. The guest sees the claim and has 72 hours to respond: pay, suggest another amount or explain.
4. If you cannot agree, either of you can ask us to mediate. We look at what both sides provide and propose a solution.

If the guest does not agree, the host can take it further under complaints and disputes, and as a last resort in court.

§ 4

What can be compensated

• The cost of repairing or replacing what was damaged, minus age and wear.
• Cleaning beyond the usual, for example after smoking indoors or a pet that was not in the booking.
• Lost rent, when damage means a later booking has to be cancelled and this can be shown.

What is not compensated

• Normal wear and tear.
• Things that were already broken.
• The host's own time, beyond reasonable costs.

§ 5

No deposit

We do not charge a deposit, and the host may not ask for one outside the service.

§ 6

Insurance

The host must have insurance that covers renting out. A guest's home insurance often includes liability cover that also applies when travelling: ask your insurer. We are building our own protection for hosts and will say so here when it exists.

§ 7

If someone is hurt

Last updated 5 November 2026