Damage & Security Deposit Policy

Security hold program

• THF may place a pre-authorization hold or similar security authorization on the payment method used for a direct booking.
• Standard-risk reservations generally use a $500 hold. Elevated-risk reservations, larger groups, holiday periods, premium units, or short lead-time bookings may require up to a $1,500 hold.
• If the hold cannot be obtained before check-in, THF may delay access, request a different payment method, or cancel the reservation.

What the hold or charge may cover

• Guest-caused physical damage beyond ordinary wear and tear.
• Missing items, lock or key replacement, smoking or odor remediation, unauthorized-pet remediation, or excessive cleaning.
• HOA fines, towing, security callouts, or administrative costs caused by guest conduct.
• Authorized late-checkout charges, holdover costs, or bad-faith chargeback costs tied to the reservation.

Claim process and evidence

THF ordinarily inspects the property promptly after checkout. If chargeable loss is found, THF may rely on photographs, videos, cleaner reports, maintenance notes, replacement receipts, vendor invoices, guest communications, smart-lock records, and other reasonable evidence.

THF's target workflow is initial inspection within 24 hours after checkout when practicable, preliminary guest notice within 72 hours after discovery when practicable, and final claim determination within 14 days after checkout, subject to vendor timing and issue complexity.

Release and refunds

If no claim is made, THF will release the hold according to the payment processor workflow. Banking institutions control how long it takes a released authorization to disappear from an account statement.

A security hold is not THF's exclusive remedy. If losses exceed the hold amount, THF may invoice the guest, use platform claim tools where applicable, or pursue other lawful remedies.