damage from guests


we have *** *** as a guest in our "Brand new flat heart of Vilnius" on May 22. Today, when the guests checked out, we found that they caused a lot of damages to our place - broken decorations, missing painting in the bedroom, sloppy walls, dirty sofa and arm-chair. We have no party, non smoking policy and silence hours after 10 p.m., all these policies were broken - we got complains from neighbors regarding noise at night, we also found leftovers of cigarettes in the place and a lot of empty alcohol bottles. We have a deposit of 300 euro in our policy, therefore we ask you to withhold the deposit from *** ***. Also please inform how can we apply for full refund for the damage. You can also contact me by phone +*** or +***. Thank you. 

Lilia Lt

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Sharonpowney 3 years ago

You have posted this on the partner forum so we are not able to help you with this problem.  Contact the booking.com help team using the Inbox icon on Extranet or give them a call.

Sounds like a really tough situation.  

BrookAve 3 years ago


Hi Lilia LT


Sorry to hear  of the drama.


Firstly, take photos and details of everything.

Now open the reservation details page, and on right pane click Report Guest.

Follow the options and report the damage , and attach the notes and photos.


I noticed something bizzare in what you said about your 300EUR deposit. 

Why do you think BdC are holding a deposit of EUR300 for you?

Guess what .... they are not , they dont have EUR 300 from their guest as a deposit.


I know that hard to hear, but thats always how it has been. Only you can collect the deposit directly from Guest.


Had you actually read through all of the Partner Help /getting Started section you would know that:


  • BdC is not like AirBnB,
  • They will never take a prepayment other than the rate itself only.


This is Partner Community only, BdC Support will never see this nor contact you as a result of it.


You must first report it your self using the form method i mentioned above.

Then afterwards pick up the phone and call BdC Support to follow up.


Kind Regards

Kind regards


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