Good to know
HelloHoliday is a marketplace, not an insurer. We do not provide damage, theft or loss cover, and we do not guarantee reimbursement. Hosts remain responsible for insuring their property.
What we do
- Verify guest identity before a first booking is confirmed.
- Give hosts and guests a structured way to raise and resolve a dispute.
- Support the refundable security deposit a host sets on a listing.
- Review evidence and mediate on damage disputes.
- Suspend or remove guests who break our Community Guidelines.
What hosts should do
- Keep your own home insurance and short-term rental cover in place.
- Set a security deposit that matches your risk profile.
- Photograph the condition of the property at check-in and check-out.
- Report damage within 14 days through the dispute centre.
How disputes work
If damage occurs, open a claim on the booking and upload your evidence. The guest can respond, and our team reviews both sides before any security-deposit deduction or other action. See Dispute Resolution for the full process.
Still need help?
Our support team replies to most enquiries within 24 hours.