Hospitable’s security deposit feature is fully integrated with your guest experience, meaning you don’t need to manually notify guests or create custom messages. We handle the communication for you, automatically and transparently.
This helps build trust while giving guests clarity on when and why a deposit is collected.
When are guests notified?
Guests are informed at multiple points throughout their booking journey:
At booking:
During the Direct booking process, guests see the deposit amount and the scheduled collection/release dates before confirming the reservation.In the guest portal:
Deposit details remain visible in their portal at all times leading up to their stay.Via email:
We automatically send a reminder email 1 day before the deposit is collected, outlining the amount and explaining what it covers.
What happens if the deposit fails to collect?
If we are unable to collect the deposit (e.g. due to a declined payment), we will:
Send the guest a payment failure email, notifying them that the deposit attempt was unsuccessful
Provide instructions for updating their payment method
💡 Check-in instructions will remain blocked until the deposit is successfully collected.
What happens when the deposit is released?
Once the deposit is released (2 days after check-out), we’ll send the guest a confirmation email letting them know:
Whether any amount was retained
If so, how much was kept
If the full amount was returned, we’ll simply confirm the refund is on its way
This ensures transparency and reduces confusion after the stay.
Do I need to change my messaging rules?
If you were previously collecting deposits manually using a shortcode, we recommend:
Reviewing your existing message templates to avoid redundant or conflicting info
Removing or updating any messaging that refers to manually collecting a deposit
Keeping your tone aligned with the new automated process
We’ll still support the shortcode if you choose to keep it in your messages - just make sure it reflects the current method of collection.