Handle property damage or theft claims

When a resident causes damage or items go missing, the path to compensation runs through documentation and Coliving support — there's no host-facing "contact support to claim from the deposit" button. The faster you act and the better your evidence, the better your outcome.

At discovery

Photograph immediately. Wide shots and close-ups. Date-stamps matter.
Don't repair or remove anything until you've documented the original state.
Note the time you discovered it.

Message the resident in the Inbox first

Be direct but neutral:

"Hi [name], doing the check-out walkthrough I noticed [specific damage]. [Photo attached]. Can you tell me what happened from your side?"

Why message before contacting support:

Many residents acknowledge and agree to a fair resolution.
The conversation becomes part of the record support reviews.
An attempt to resolve directly reads as good-faith.

Wait 24–48 hours for a reply.

Then contact support

Open Help → Contact Coliving and include:

The booking number.
A clear summary: what was damaged or missing, when discovered.
Photo and video evidence — before/after if you have it, plus close-ups.
The Inbox conversation with the resident about the issue.
Receipts or quotes for repair or replacement.
What outcome you're requesting — typically a specific amount from the deposit.

Submit it promptly. Older claims are harder to substantiate.

How resolution works

Coliving support reviews the case and, where appropriate, processes a deduction from the resident's security deposit. The deposit is held by Coliving (via Stripe) during the stay and released at check-out — your claim happens at this point.

The outcome depends on:

Evidence quality — strong photos + Inbox record + receipts win most cases.
Comparing check-in vs. check-out state — claims are stronger when you have check-in photos to compare against.
Whether the damage exceeds normal wear — repair of normal wear can't be charged to the resident.

What you can recover

Repair or replacement cost with quote/receipt.
Cleaning cost for damage requiring deep cleaning.
Lost-booking cost if damage delays a future booking (you'll need to show the cancelled/affected booking).

You can't recover for:

Normal wear and tear.
Pre-existing damage you can't prove the resident caused.
Sentimental value beyond actual replacement cost.
Time you spent dealing with the issue.

Theft

The flow is similar, but for items of significant value also:

File a local police report and provide the report number to support — it strengthens the case significantly.
Document what's missing with photos of the empty space and any receipts you have for the items.

What hurts your case

Delay between check-out and reporting.
Off-platform conversations (WhatsApp, personal email) instead of Inbox.
Vague accusations without specific damage and value.
Repair receipts well above market for the item.
No comparison photos from check-in.

Frequently asked questions

Q: How long do I have to report damage? A: As soon as practical — within days, not weeks. The longer the gap, the harder to substantiate.

Q: What if the deposit doesn't cover the damage? A: Coliving can pursue additional payment from the resident, but this depends on the resident's responsiveness. Beyond that, your insurance is the next step.

Q: Can I withhold the deposit on my own? A: No — the deposit is held by Coliving, not you. We process it based on your evidence and our review.

Q: The damage was caused by a resident of my resident (e.g. a visitor), not the booker. Who pays? A: The booker is responsible for residents they bring in. The deduction goes against the booker's deposit.