Don't worry — in most cases, your deposit is on its way back to you. Here's how it works and what to do if it hasn't appeared.

Why your deposit may not show as refunded

At many properties, the security deposit is taken as a pre-authorisation — a temporary hold on your card rather than an actual charge. When this is released after your stay, it simply drops off your account rather than appearing as a separate refund transaction, which can take a little time depending on your bank.

If your deposit was taken as a payment, the hotel will refund it after check-out, and this can also take several days to reach your account.

What to do if it hasn't come back within 2 weeks

If your deposit hasn't been returned, or the hold hasn't dropped off your account, within 2 weeks of your departure, we recommend emailing the hotel directly — you'll find their contact email address in the Hotel section of your MyBooking portal. Contacting the property directly is usually the fastest way to get an answer, as they hold your deposit and can look into it straight away.

If the property has raised any issue with the condition the accommodation was left in, they can send you photos directly as evidence if needed.

Want us to help?

If you'd like our assistance at any point, we're more than happy to contact the hotel on your behalf. Just ask to speak to an agent on our live chat, email us at customers@heidi.com, or call our team on 0117 457 6000.