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Holiday rental deposit problem in Spain

Holiday rental deposit not returned in Spain?

If a villa owner, holiday-let agent, apartment host or platform is holding your deposit, the first step is to organise the evidence clearly before escalating.

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Common warning signs

  • The owner, agent or platform has not returned your deposit.
  • You were charged for cleaning, damage, missing items or late checkout.
  • The deduction was made after you left Spain.
  • You received unclear photos or no evidence at all.
  • The platform says the owner is responsible, while the owner says the platform is responsible.
  • You paid by bank transfer, card, PayPal, platform payment or cash and now need a clear record.

Evidence to collect

  • Booking confirmation and rental terms.
  • Deposit amount, payment proof and refund deadline.
  • Check-in and check-out photos or videos.
  • Inventory, handover notes or key return proof.
  • Messages with the owner, agent, cleaner, manager or platform.
  • Photos or invoices used to justify deductions.
  • Any previous complaint, refusal or partial refund offer.

What to do before escalating

  1. Write a short timeline from booking to departure and refund refusal.
  2. Identify who took the deposit and who controls the refund decision.
  3. List each deduction separately and ask for evidence for each item.
  4. Separate facts from opinion: what was agreed, what happened, what was charged and what is disputed.
  5. Put photos and messages in date order.
  6. Decide your requested outcome: full refund, partial refund, written explanation or corrected deduction.
  7. Prepare a calm written complaint before using a platform dispute process, card route or official complaint channel.

When CostaSure is useful

  • You have evidence but it is scattered across messages, photos and payment records.
  • You are unsure what to write first.
  • You need a clearer issue summary before escalating.
  • You want to avoid emotional or unclear complaint wording.
  • You want to know what evidence is missing before you spend more time or money.

Questions people ask

What should I do if my holiday rental deposit is not returned?

Start by organising the booking terms, payment proof, check-in and check-out evidence, photos, messages and the reason given for withholding the deposit. Then prepare one clear written complaint.

What evidence is strongest?

Photos or videos from check-in and check-out, the booking terms, proof of deposit payment, messages and any deduction evidence supplied by the owner, agent or platform.

Is this different from a normal rental deposit?

Often yes. Holiday rental disputes may involve platforms, agents, short-stay terms, owners, cleaners or management companies, so the responsible party may not be obvious at first.

Can CostaSure get the money back?

CostaSure helps structure the facts, evidence, timeline and requested outcome before you complain or escalate. It does not guarantee recovery or replace formal legal advice.

Need help structuring the deposit issue?

Submit the facts once. CostaSure helps turn the problem into a clearer issue summary, evidence checklist and next-step route.

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