Currently in Beta for Hospitable Direct Premium users
Currently in Private Pilot for Airbnb reservations. Sign up here
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:
For Direct bookings:
At booking:
Guests see the deposit amount and the scheduled collection and release dates before confirming their reservation.In the guest portal:
Deposit details remain visible in the portal at all times leading up to the stay.Via email:
We automatically send a reminder email 1 day before the deposit is collected, outlining the amount and explaining what it covers.
For OTA bookings (Airbnb, Vrbo, Booking.com):
At booking:
Guests are notified within the OTA booking flow that a security deposit applies to the reservation.In the guest portal:
The deposit appears as a check-in task, requiring guests to input their card details before check-in. The full deposit amount and capture/release timing are clearly displayed.Via Hospitable Inbox
All deposit-related communications are sent as automated system messages through the Hospitable Inbox, appearing as though they come from the host:A reminder message 1 day before the deposit is collected
A message when the deposit is released, including whether any amount was retained
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 message, via e-mail (Direct bookings) or the Hospitable inbox (OTA bookings), 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 message via e-mail (Direct bookings) or the Hospitable inbox (OTA bookings) 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
Please note that Hospitable security deposits will apply for new reservations only, so your existing deposit method may still be required for bookings confirmed prior to using Hospitable security deposits.
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.
Direct guest communication e-mails
Reminder sent 1 day before collection:
If unable to collect:
When a security deposit has been fully returned:
When a security deposit has been partially returned:
When no security deposit is returned:
