Hospitable’s security deposit feature is integrated into the guest experience, so you don’t need to manually notify guests or create custom deposit messages. Hospitable automatically sends clear, transparent communication at key points in the booking journey.
This helps set expectations and gives guests clarity on when a deposit is collected, why it’s collected, and when it’s released.
When guests are notified
Hospitable notifies guests at multiple points, depending on whether the reservation is a Direct booking or an OTA booking.
Direct bookings
Guests are notified in these places:
At booking: Guests see the deposit amount and the scheduled collection and release dates before they confirm the reservation.
In the Guest Portal: Deposit details remain visible in the Guest Portal at all times leading up to the stay.
Via email: Hospitable automatically sends a reminder email 1 day before the deposit is collected. The email includes the amount and explains what it covers.
OTA bookings (Airbnb, Booking.com)
Guests are notified in these places:
At booking: Guests are notified within the Airbnb booking flow that a security deposit applies to the reservation.
For Booking.com you should add the deposit to your listing description.
In the Guest Portal: The deposit appears as a check-in task. Guests must enter their card details before check-in. The full deposit amount and capture/release timing are clearly displayed.
Via the Hospitable Inbox: All deposit-related communication is sent as automated system messages through the Hospitable Inbox and appears as though it comes from the host, including:
A reminder message 1 day before the deposit is collected
A message when the deposit is released, including whether any amount was retained
For OTA reservations, deposit messages are sent as automated system messages through the Hospitable Inbox and appear as though they come from the host.
Add security deposit details to your own materials
Even though Hospitable handles automated notifications and reminders, it’s still a good idea to include security deposit details in your:
Listing description
Rental agreement
This helps ensure guests are informed up front and reduces surprises, especially for OTA bookings.
Guest Portal task notifications and reminders
Hospitable automatically sends security deposit reminders, including Guest Portal Task reminders that are turned on by default. It can also help to create/personalize your own Guest Portal task notifications/reminders that prompt guests to complete any pending Guest Portal tasks before check-in (including the security deposit task for OTA reservations). These reminders can reduce missed tasks and avoid last-minute check-in friction.
Best practices for Guest Portal task reminders
Remind guests they have pending tasks in the Guest Portal to complete before check-in.
Include the Guest Portal link so guests can access it immediately.
Keep wording simple and action-focused (for example: “Please complete your required check-in tasks in the Guest Portal.”).
If the task reminders are turned off, the host will need to setup their own messaging rules directing guests to the Guest Portal and finishing their tasks before check-in.
Add the Guest Portal link to your booking confirmation
Hosts may also choose to include the Guest Portal shortcode (%guest_portal%) in their new reservation/booking confirmation message, along with a short note that there are required tasks to complete. This sets expectations from the start.
Example wording you can adapt:
“Please complete your required check-in tasks in the Guest Portal: %guest_portal%”
“Before check-in, open your Guest Portal to review and complete any outstanding tasks: %guest_portal%”
Create Guest Portal task reminders/notifications
Go to Guest Experience > Guest Portal.
Select Task reminders.
More information about guest portal task reminders here.
What happens if the deposit fails to collect?
If Hospitable is unable to collect the deposit (for example, due to insufficient balance), Hospitable will:
Send the guest a payment failure message:
Via email (Direct bookings), or
Via the Hospitable Inbox (OTA bookings)
Provide instructions for updating their payment method by re-completing the security deposit task in the Guest Portal
Re-block scheduled messages until the task is completed
If the security deposit task isn’t completed after a failed collection attempt, scheduled messages will be re-blocked until it’s resolved.
What happens when the deposit is released?
When the deposit is released (2 days after check-out), Hospitable sends the guest a confirmation message:
Via email (Direct bookings), or
Via the Hospitable Inbox (OTA bookings)
The message confirms:
Whether any amount was retained
If so, how much was kept
If the full amount was returned, it confirms the refund is on its way
This helps reduce confusion after the stay.
Do you need to change your messaging rules?
If you previously collected deposits manually using a shortcode, Hospitable recommends:
Reviewing your existing message templates to avoid redundant or conflicting information
Removing or updating any messaging that refers to manually collecting a deposit
Keeping your tone aligned with the automated process
Hospitable security deposits apply to new reservations only. For bookings confirmed prior to enabling Hospitable security deposits, your previous deposit method may still be required.
Hospitable will 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 emails
Use the sections below to document or reference the emails guests receive for Direct bookings.
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
