Protecting your haven and managing resolution requests on Sylhaven
As a host, you may need to request additional payment from guests after a booking for legitimate damages or extra services. Valid reasons include:
Important: Only request money for actual damages or agreed-upon services. Frivolous or exaggerated claims may result in account penalties.
To request additional payment from a guest, follow these steps:
Pro Tip: The more evidence you provide, the more likely your request will be approved. Document everything immediately after discovering an issue.
If a guest requests a refund, you'll receive a notification and have 72 hours to respond. Here are your options:
If you agree the guest's complaint is valid and the refund amount is fair, you can accept it. The refund will be processed automatically, and the case is closed.
When to accept: The issue was genuinely your fault, and you want to maintain a good reputation and relationship with the guest.
If you believe the request is unfounded or unreasonable, you can decline it. The dispute will automatically escalate to Sylhaven support for review.
When to decline: You have clear evidence that the guest's claims are false, exaggerated, or don't justify a refund.
If you acknowledge there was an issue but disagree with the refund amount, you can propose a different amount. The guest can then accept or decline your counter-offer.
When to counter: There was a legitimate issue, but you believe a partial refund is more appropriate than what the guest requested.
Remember: Your payout is automatically held until the dispute is resolved. Responding quickly and fairly helps release your funds faster.
Counter-offers are a great way to resolve disputes amicably when you and the guest have different views on a fair resolution.
Example: Guest requests $200 refund for a "dirty hot tub." You cleaned it thoroughly before check-in but didn't shock it the night before. You offer $50 and explain it was clean but may not have been crystal clear, plus you'll implement additional maintenance. The guest sees you're reasonable and accepts.
You must submit money requests within 7 days of the reservation end date.
You have 72 hours to respond to guest refund requests.
Guests have 48 hours to accept or decline your counter-offer.
Without disputes, payouts release 24 hours after booking start time.
Escalated disputes are reviewed within 2-5 business days.
Warning: If you don't respond to a refund request within 72 hours, it automatically escalates to support, which may view your non-response unfavorably.
When a dispute is filed (either by you or the guest), your payout for that booking is automatically placed on hold. This is a protective measure for all parties.
Note: While holds can be frustrating, they protect you from paying out funds that may need to be refunded, and they protect guests from hosts receiving payment for unsatisfactory experiences.
A dispute is escalated to Sylhaven support when:
A: No. Normal wear and tear is expected and should be factored into your pricing and cleaning fees. You can only request payment for damage beyond normal use.
A: If a guest declines your money request, it's escalated to Sylhaven support. This is why having strong photographic evidence is crucial.
A: There's no set limit, but the amount should be reasonable and based on actual costs. Provide receipts or quotes to justify larger amounts.
A: That's your decision. However, guests can't hold reviews hostage for refunds. If you believe their claim is valid, accepting may be the right thing to do regardless of reviews.
A: Support decisions are final, but if you have new evidence or believe there was an error, you can request a secondary review within 14 days of the decision.
A: Occasional disputes won't hurt your status if they're resolved fairly. However, a pattern of disputes (especially ones you lose) may negatively impact your standing and search ranking.
A: Yes, but it's best to agree on pricing beforehand. You can request money through the resolution system for services provided, but the guest has the right to decline if they didn't agree to the service or price.
Our host support team is here for you
If you have questions about the dispute process, need guidance on a specific situation, or require assistance, please contact our dedicated host support team.