How does the bond / security deposit managed by Roomlala work?

The bond (also known as a security deposit) is a sum intended to cover any damage found at the end of a stay. On Roomlala, it can be managed directly by the platform, which simplifies things for everyone. Here’s how it works, from setup to refund.

1. What is the bond managed by Roomlala?

This is an optional amount that the host can request from the tenant in addition to the rent. Its purpose is to cover any potential damages, uncleaned premises, or missing items at the end of the stay. Unlike a traditional bond handed over in person, here Roomlala collects, holds, and returns it according to clear rules.

This system applies only to short-term rentals.

2. Who sets the amount?

The host chooses, when creating or modifying their listing, whether they wish to activate a bond and for what amount. The amount is limited to a maximum of 2 months' rent equivalent.

The tenant clearly sees the bond amount displayed on the listing as well as in the summary before confirming the booking.

3. When does the tenant pay the bond?

The bond is settled independently of the stay: it is not part of the booking payment. Once the booking is confirmed, Roomlala sends the tenant an email inviting them to pay the bond.

Payment can be made at any time after confirmation, and no later than before the start of the stay. The tenant can find the bond details and the payment button on their booking in the My Bookings section.

This is an actual debit from the credit card, not just a pre-authorisation: the sum is transferred to a dedicated Roomlala escrow account, separate from the rent.

4. During the stay: an amount set aside

Once the bond is paid, it remains held by Roomlala for the entire duration of the stay. It is neither paid to the host nor returned to the tenant. It serves only as a guarantee in case of an issue found upon departure.

5. After departure: automatic refund within 15 days

If no claim is lodged by the host, the bond is automatically refunded in full to the tenant within 15 days after the end date of the stay. The refund is made to the credit card used for the initial payment.

Both the tenant and the host receive a confirmation email as soon as the refund is issued.

6. In case of damage: the host can lodge a claim

If the host finds damage, insufficient cleaning, or a missing item, they have 10 days after the tenant's departure to lodge a claim from My Bookings. They must:

  • Describe the problem precisely
  • Indicate the requested amount
  • Attach photos or supporting documents

As long as a claim is ongoing, the automatic refund is suspended.

7. The tenant's response

Once the claim is lodged, the tenant is notified and can:

  • Accept the claim: the requested amount is paid to the host and any remaining balance is refunded to the tenant.
  • Propose a partial agreement or dispute the claim: the case is then forwarded to our team for arbitration.

8. Roomlala arbitration in case of disagreement

If the host and tenant cannot reach an agreement, our team takes over. We examine the evidence provided by both parties (photos, communications, any inventory checks) and make an impartial decision. The decision may result in a full, partial, or total retention of the bond.

Once the decision is made, the corresponding amounts are paid immediately.

9. Key steps at a glance

  • After booking confirmation: the tenant is invited to pay the bond, independently of the stay
  • No later than before the start of the stay: the bond must be paid and held in escrow by Roomlala
  • During the stay: the bond remains held
  • Up to 10 days after departure: the host can lodge a claim
  • Without a claim: automatic refund within 15 days
  • With a claim: tenant's response, then Roomlala arbitration if disagreement

10. Good to know

  • The bond is separate from the rent and service fees: it is subject to a separate payment, made by the tenant after booking confirmation.
  • For long-term rentals with monthly payments, the process is different: the bond follows the rules specific to this type of rental.
  • Some listings may mention a bond not managed by Roomlala. In this case, this article does not apply: the terms are to be agreed upon directly between the tenant and the host.

Need help?

If you have any doubts about your refund, if you wish to lodge a claim, or if your case is currently undergoing arbitration, our team is here to support you. Contact us via the contact form in your account.

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