Damage policy

Scope

This policy applies to bookings that show it when they are requested and for which the guest has accepted it, separately from the terms of sale.

Your saved card

When you request to book, Stripe, our payment provider, saves the card you pay with to your booking, so that it can be charged after your stay without you being present, only for the purpose below. Saving a card reserves no amount and does not guarantee that a later payment will succeed. Your card details are held by Stripe: this website never receives or stores them.

What may be charged

Only the cost of damage, loss or breakage during your stay, documented under this policy: for example a broken item, a stained mattress or a lost key.

Never: ordinary wear and tear from normal use of the apartment, its linen, furniture and equipment; the usual cleaning, covered by the cleaning fee; or anything unrelated to your stay.

How amounts are calculated

Each claim is itemized. Each item is the reasonable cost of repair, of replacement (taking the item’s age and condition into account) or of exceptional cleaning, supported by evidence: photos, and receipts or written estimates.

All automatic charges on a booking together never exceed the limit stated in the consent you gave when booking (€300 when this version was published). A larger amount is never charged automatically: any further recovery would be sought separately, with your agreement or through the usual legal channels.

Claim, notice and timing

A claim is opened and sent to you within 14 days after checkout. You receive an email with a link to it: the description of the damage, the itemized amount and the evidence.

You then have at least 7 calendar days to accept or contest it, before anything can be charged. If you accept it sooner, it is charged as soon as you accept.

An automatic charge, if any, is made within 30 days after checkout. After that, nothing is charged automatically.

Accepting or contesting a claim

You can accept the claim, or contest it giving your reasons, from your booking page.

If you contest it, nothing is charged automatically until the claim is resolved: an amount agreed with you, the claim withdrawn, or the matter left to a separate process.

Not answering is never treated as an admission or as agreement. If you have not contested the claim once the 7 days have passed, the host may charge the amount claimed, within the limit, to your saved card.

The charge

Opening a claim never charges anything. A claim you accept is charged when you accept it; otherwise, a charge is a deliberate action by the host, made only when this policy allows it, and you receive a receipt by email once the payment is confirmed.

If your bank asks you to approve the payment, or declines it, the card is not tried again automatically: you can pay from your booking page, or the claim is handled separately.

Questions and disagreements

Write to the host from your booking page, or to hello@petitmarceau.com. This policy does not limit your rights, including under consumer law and with your bank.

Stripe processes payments only: it does not decide on damage claims, and this policy is neither insurance nor damage protection.

This policy is a translation of the French version, which prevails in case of difference.

Records

We keep your consent (the version of this policy, the exact text you accepted, its date and time, the limit, and the IP address and browser it came from), the claims, their evidence, your answers and the payments, to handle claims and any payment dispute. See the privacy policy.