The deposit may be withheld in whole or in part if the room or apartment has been damaged (read more here). When making a deposit, we recommend obtaining a confirmation document from the property, which may help in case of a dispute, as well as carefully studying the rules of accommodation.
Please note: Ostrovok does not charge a deposit, which means it cannot refund it either. If you are refused a deposit refund, you can only challenge this decision with a representative of the accommodation provider — we have no way of confirming or denying the correctness of the accommodation provider or the guest.
If the hotel has blocked and then debited your card to pay the deposit, and you do not agree with this debit, you can contact the bank and initiate a chargeback procedure.
If the deposit was paid in cash or by transferring funds to the card of the property owner, and you believe that the property has no reason to withhold the deposit, please contact our support and describe the situation in detail. If possible, provide documents that support your position (e.g., photos of the room or a printout of the lodging policy).
You can contact support via your personal account — find the desired booking, click “Other actions” → “Question to Support Team,” and leave a request in the feedback form. If contacting support in any other way, be sure to include all details — booking number, dates of stay, property name, and guest names.
We will contact the property and do our best to resolve the situation — however, we cannot guarantee a refund of the deposit.