When you accept Direct bookings through Hospitable, payments are processed by a payment provider depending on your Direct plan.
This article explains how fraud screening works, what happens when payments fail or are disputed, and the differences between Direct Premium and Direct Basic.
Direct Premium uses Adyen to process payments. Direct Basic uses Stripe. Hosts do not see card details or raw payment data in either case.
How Fraud Protection Works
All Direct booking payments are screened for fraud by the payment provider.
This includes:
Monitoring transactions for suspicious activity
Flagging high-risk payments
Blocking or declining transactions when necessary
If a booking is flagged:
It may be blocked before confirmation
The guest may be unable to complete the booking
The booking may appear as a failed or incomplete attempt
You may see that a payment failed, but you won’t see the reason why.
Fraud decisions and decline reasons are controlled by the payment provider and are not visible to hosts.
What Happens When a Guest’s Card Is Declined
If a guest’s payment fails during booking:
The reservation is not completed
The guest is notified to fix the issue
The booking will not be confirmed until payment succeeds
If a guest reaches out, you can suggest they:
Try a different card or payment method
Contact their bank (some transactions are blocked by default)
Check for errors in card details or billing information
See also: Direct Booking Payment Failures
Chargeback Protection on Direct Premium
If you are using Direct Premium, payments are processed through Adyen, and chargeback protection is included.
If a guest disputes a charge:
Hospitable handles the entire chargeback process
You do not need to respond or submit evidence
In most cases, no action is required from you
With Direct Premium, chargebacks are managed through Adyen and handled by Hospitable on your behalf.
Rare Exceptions
Hospitable may contact you if:
Additional information is needed that isn’t in the system
The dispute may be related to a hosting issue (for example, not providing accommodation)
In these cases:
You’ll be asked for context
A review will be completed before any action is taken
Direct Basic: What’s Different
f you are using Direct Basic, payments are processed through Stripe, and chargeback protection is not included.
If a guest disputes a payment:
The dispute is handled through your Stripe account
You are responsible for:
Managing the dispute
Submitting evidence
Communicating with Stripe
Hospitable does not manage or cover chargebacks for Direct Basic bookings.
How Chargebacks Affect Your Payout
For Direct Premium:
In most cases, your payout is not affected
Hospitable absorbs the loss, even if the dispute is upheld
Exception:
If the dispute is caused by a hosting issue (for example, the guest did not receive the stay), Hospitable may review the case and follow up with you
For Direct Basic:
Chargebacks are handled by Stripe
Any financial impact depends on Stripe’s dispute process
Chargeback Timelines
Chargebacks are handled by the guest’s bank and card network.
Typical timelines:
60–120 days to resolve
In most cases:
You will not be notified when a dispute occurs
Hospitable manages the process in the background (Direct Premium)
Can You Check Chargeback Status
Chargeback status is not shown in your Hospitable dashboard.
If needed, contact Hospitable Support with:
Reservation code
Approximate dispute date
Any relevant context
Support can check the status with the payment provider.
What to Do If You Suspect Fraud
If a booking seems suspicious (for example, unusual behavior or communication):
Contact Hospitable Support
Share relevant details (messages, booking context, concerns)
Do not attempt to investigate payment details yourself.
Hosts do not have access to card or fraud data. Always escalate concerns to Hospitable Support.
Tips to Reduce Risk
To reduce fraud and disputes:
Enable Guest Verification
Require a security deposit for higher-value stays
Communicate with guests before arrival
Keep all communication within Hospitable
Messages and booking data inside Hospitable are used as evidence in disputes. Keeping communication in-platform improves protection.
See also: Guest Verification for Direct Bookings and Security Deposits for Direct Bookings
Key Things to Know
Hospitable processes and screens all Direct booking payments
Hosts cannot see card details or fraud signals
Direct Premium includes full chargeback handling and protection
Direct Basic hosts must manage disputes themselves
Chargebacks are handled by banks and may take up to 120 days
In most Direct Premium cases, payouts are not affected