Autopilot cleanings use a prepaid balance system. This ensures cleaners are paid on time and prevents missed cleanings due to insufficient funds.
This article explains:
How prepayments work
How automatic top-ups work
How Marketplace deductions are processed
What happens if a payment fails
Learn more about Marketplace Cleanings here.
How Prepayment Works
When creating an Autopilot cleaning task, you’ll see:
Cost per clean
Required prepayment
At setup, you prepay 2× the cost per clean. These funds will cover your next two cleanings.
👉 Example: If one clean costs $97.50, you'll prepay $195.00.
Your balance is designed to always stay one clean ahead.
What Happens After Each Clean
After a cleaning is completed:
The full cleaning cost is deducted from your prepaid balance and paid to the cleaner.
Your saved payment method is automatically charged to restore your balance to 2× the cleaning cost. Note that funds may take up to 2 days to appear in your balance.
Example
Starting balance: $195.00
After your cleaning is completed: $97.50 deducted
Automatic top-up charge: $97.50
Balance returns to $195.00
This process repeats after every cleaning to ensure funds are always available.
Where to Track Payments
Go to Settings ⚙️ → Payments & Payouts → Marketplace to view:
Current prepaid balance
Payment activity, including top-ups, cleaning payments, and upcoming charges
Managing Your Payment Method
You can update your payment method at any time by going to Settings ⚙️ → Payments & Payouts → Bank accounts.
If you change it:
Your prepaid balance remains in place
Future automatic charges apply to the new method
You can also:
Add funds manually
Withdraw available funds
To do this, go to Settings ⚙️ → Payments & Payouts → Marketplace → Click the ... next to Prepaid balance → Select Add funds or Withdraw.
Note: Deleting a Payment Method is not possible at the moment. Alternatively, we recommend changing the name of the payment method so you don't confuse the active one.
How to Stop Marketplace Payments and Withdraw Your Balance
If you want to stop Hospitable from handling payments to teammates or cleaners through the Marketplace, follow these steps:
Step 1: Disable or remove autopilot cleaning task rules
Go to Operations → Task Rules and either delete or deactivate any Autopilot cleaning rules. This prevents new tasks (and new balance top-ups) from being created.
Step 2: Cancel or zero out any pending tasks
Go to Operations → Task Calendar → Upcoming Tasks. For each pending task:
Option A: Cancel the task entirely if the cleaning is no longer needed.
Option B: Set the payment amount to $0 if you still want the task to trigger but don't want Hospitable to handle the payment (for example, if you pay your cleaners separately via Venmo, Zelle, or cash).
Important: The system reserves funds from your marketplace balance for any task with a payment amount greater than $0. You will not be able to withdraw until all pending task payment amounts are set to $0 or canceled.
Step 3: Withdraw your marketplace balance
Once all pending task payment amounts are zeroed out or canceled:
Go to Settings → Payments & Payouts → Marketplace.
Click the … (three dots) next to your Prepaid Balance.
Select Withdraw.
The funds will be returned to the bank account linked to your marketplace. This typically takes 3–5 business days.
Why can't I withdraw my balance?
If the Withdraw option is greyed out or shows an error, it's because the system detects pending tasks with payment amounts still assigned. Go to Operations → Task Calendar → Upcoming Tasks and make sure every task either has its payment set to $0 or is canceled.
Can I delete the marketplace payment method?
Deleting a marketplace payment method is not currently supported. As a workaround, you can rename the payment method (for example, add "INACTIVE" to the name) so it's clear it's no longer in use. You can change the name by going to Settings > Payments & Payouts > Bank Accounts.
What about money already paid out to teammates?
If a payment has already been approved and sent to a teammate, there is no built-in reversal or refund mechanism within Hospitable. You will need to settle any duplicate or unwanted payments directly with the teammate (for example, ask them to return the payment via Venmo, or agree to apply it as credit toward a future task).
What Happens If a Payment Fails
If your payment method cannot be charged:
Your balance will not be restored.
You’ll see a “Payment Failed” message under Settings ⚙️ → Payments & Payouts → Marketplace.
Upcoming cleanings will be paused.
To resolve:
Update your payment method, or
Retry the failed charge in Marketplace by clicking on the Retry payment option under Settings ⚙️ → Payments & Payouts → Marketplace.
If your balance cannot cover the next scheduled cleaning, Autopilot cleanings will pause until sufficient funds are available.
Key Rules of the Prepaid System
Your balance always stays one clean ahead.
Cleaners are paid directly from your prepaid balance.
Automatic top-ups occur after every completed clean.
If funds are insufficient to cover the cost of the cleaning, service pauses automatically.
This system ensures reliable cleaner payouts and uninterrupted service when funds are available.
Why don't I see a reservation ID next to my Marketplace cleaning charges?
When you view your payment activity under Settings → Payments & Payouts → Marketplace, you may notice that some cleaning charges do not display a reservation ID. This is a known limitation of the current Marketplace billing interface.
What to know:
Marketplace charges are grouped by cleaning job, not by reservation.
In some cases, the reservation ID is not displayed alongside the charge — this does not mean the charge is incorrect.
You can cross-reference the charge date and property name with your reservations in the Inbox to identify which booking the charge relates to.
If you need help identifying a specific charge, contact our support team with the charge date and amount, and we can match it to the corresponding reservation.
✅ Tip: You can always check Settings ⚙️ → Payments & payouts to view your balance, payment history, and manage your payment method.
Learn more about Marketplace Cleanings here.