Damage & Security Deposit Policy

Where a listing includes a refundable security deposit, it is collected as part of the booking total and is refundable to the guest under this policy. A security deposit is not a fee: cleaning fees, the Pacific Luxe Stays service fee, and taxes are separate amounts and are not refundable security deposits. A charge is described as refundable only where the Platform is designed to refund it.

Guests are responsible for damage to the property, its contents or its surroundings caused by the guest or the guest's authorized occupants, to the extent permitted by law. Normal wear and tear is not damage.

A host who wishes to claim against a security deposit or seek damage reimbursement must submit the claim within the window stated on the Platform after check-out, and must provide reasonable documentation, such as a clear description of the damage, dated photographs, and repair or replacement estimates or invoices. Claims without adequate documentation are not approved.

Pacific Luxe Stays reviews the claim and gives the guest a reasonable opportunity to respond before any deduction is applied. We do not permit arbitrary or undocumented deductions. Where the parties disagree, we may decline to decide the underlying dispute between them and may release the deposit to the guest.

Where no valid claim is made within the claim window, the refundable security deposit is released to the guest. Where a claim is approved in part, the remaining balance is released.

Where documented damage exceeds the deposit, the host may seek the difference from the guest directly, subject to applicable law. Pacific Luxe Stays is not a party to that claim and does not act as an insurer or adjuster.

Claim submissions, documentation and decisions are retained as records of the transaction, and may be used when responding to a payment dispute.