Hospitable automatically communicates security deposit details to guests throughout the booking journey. This helps guests understand when deposits are collected, how they work, and when they are released.
The communication flow varies slightly depending on whether the reservation is a Direct booking or an OTA booking.
Vrbo is not currently supported. Hospitable Security Deposits are not available for Vrbo reservations, including Vrbo Official. The automated communication flows in this article apply only to Direct, Airbnb, and Booking.com reservations.
When Guests Receive Security Deposit Notifications
Guests are automatically notified at different stages before and after their stay.
Depending on the reservation type, communication may be sent through:
The booking flow
The Guest Portal
Email notifications
The Hospitable Inbox
Direct Bookings
For Direct reservations, Hospitable communicates security deposit details automatically.
During Booking
Guests see:
The security deposit amount
When the deposit will be collected
When the deposit will be released
This information is shown before the guest confirms the reservation.
In the Guest Portal
The Guest Portal displays:
Deposit amount
Collection timing
Release timing
Deposit status
Guests can review this information at any time before check-in.
Guest Portal in Hospitable displaying the security deposit amount and status
Reminder Emails
Hospitable automatically sends a reminder email 1 day before the deposit is collected.
The reminder includes:
The deposit amount
The collection date
A reminder that the deposit is refundable if no issues occur
Example guest email reminding the guest about an upcoming security deposit collection and email notification when collection fails
OTA Bookings (Airbnb, Booking.com)
Vrbo is not currently supported. Guest communication for Vrbo deposits is handled directly by Vrbo, not Hospitable.
For OTA reservations, Hospitable combines OTA booking information with Guest Portal tasks and automated Inbox messages.
During Booking
Airbnb
Guests are informed during the Airbnb booking flow that a security deposit applies to the reservation.
Booking.com
Hosts should include security deposit details in their listing description because Booking.com does not display the same built-in deposit messaging as Airbnb.
In the Guest Portal
The security deposit appears as a required check-in task.
Guests must:
Open the Guest Portal.
Submit payment details.
Complete the security deposit task before check-in.
The Guest Portal clearly displays:
Deposit amount
Collection timing
Release timing
Scheduled check-in messages may be paused until required Guest Portal tasks, including security deposits, are completed.
Guest Portal task list showing a pending security deposit task before check-in on OTA bookings
Automated Inbox Messages
For OTA reservations, Hospitable sends automated security deposit messages through the Hospitable Inbox.
These messages appear as though they come directly from the host.
Guests may receive:
A reminder before the deposit is collected
A failed payment notification if collection is unsuccessful
A confirmation when the deposit is released
A notification if part or all of the deposit is retained
Recommended Guest Communication
Even though Hospitable automatically handles deposit notifications, hosts should still include security deposit information in their own materials.
Hospitable recommends adding deposit details to:
Listing descriptions
Rental agreements
Booking confirmation messages
This helps guests understand expectations before check-in and reduces confusion.
Guest Portal Task Reminders
Hospitable automatically sends Guest Portal task reminders by default.
These reminders encourage guests to complete required tasks before check-in, including security deposit tasks for OTA reservations.
Best Practices
When creating custom reminders:
Keep wording short and action-focused
Include the Guest Portal link
Remind guests to complete all pending tasks before arrival
Example wording:
“Please complete your required check-in tasks in the Guest Portal: %guest_portal%”
“Before check-in, open your Guest Portal to complete any outstanding tasks: %guest_portal%”
How To Configure Guest Portal Task Reminders
Go to Guest Experience → Guest Portal.
Select Task reminders.
Enable or customize your reminder rules.
Guest Portal Task Reminders settings in Hospitable
Also see: Guest Portal Task Reminders
What Happens If the Deposit Fails?
If Hospitable cannot collect the deposit, guests automatically receive instructions to resolve the issue.
Hospitable will:
Send a payment failure notification
Ask the guest to update their payment method
Prompt the guest to complete the security deposit task again
Re-block scheduled messages until the task is completed
For Direct bookings, these notifications are sent by email.
For OTA bookings, these notifications are sent through the Hospitable Inbox.
If the guest does not complete the security deposit task after a failed collection attempt, scheduled messages remain paused until the issue is resolved.
What Happens When the Deposit Is Released?
When the deposit is released 2 days after check-out, Hospitable automatically notifies the guest.
The notification confirms:
Whether the deposit was fully released
Whether any amount was retained
The amount returned to the guest
Guests are also informed that refunds may take several business days to appear depending on their payment provider.
Email communication sent when security deposit is released fully or partially.
Reviewing Existing Message Templates
If you previously used manual security deposit messaging or shortcodes, Hospitable recommends reviewing your existing message templates.
This helps prevent:
Duplicate deposit instructions
Conflicting messaging
Outdated payment directions
You may still keep your existing shortcodes if they reflect your current workflow.
Hospitable security deposits apply only to new reservations created after the feature is enabled. Existing reservations may still follow your previous deposit process.
Frequently Asked Questions
Do guests receive automatic reminders?
Yes. Hospitable automatically sends reminders before deposits are collected.
Where do OTA guests receive messages?
OTA guests receive automated deposit communication through the Hospitable Inbox.
Can guests see the deposit in the Guest Portal?
Yes. Guests can view deposit details and complete deposit-related tasks directly in the Guest Portal.
What happens if the deposit payment fails?
Guests receive instructions to update their payment method and complete the deposit task again.
Does Hospitable support Vrbo security deposit communication?
No. Vrbo reservations are not currently supported by Hospitable Security Deposits.