Security Deposits: Setup, Manage, and Release

Security deposits protect your property by holding funds on a guest’s card before check-in. You can capture part or all of the hold if damages occur, add extra charges, and release the remainder after checkout. This guide walks through the full process from setup to release.

Step 1 — Open the Reservation and Enable the Security Deposit

1. Go to Reservations and open the specific reservation you want to configure.

2. You can also search for the guest by name and click their guest profile.

3. Confirm whether verification/security deposit is currently disabled before making changes.

Step 2 — Choose the Scope for the Deposit Setting

Decide where the deposit should apply:

• Only to this reservation — one-time setup for a single booking

• For this property only — all future reservations at this property

• For all properties — every reservation across your portfolio

Step 3 — Enter the Deposit Details and Activate

1. Turn on Security Deposit.

2. Select the correct currency.

3. Enter the deposit amount.

4. Click Enable to save.

Step 4 — Set the Deposit Timing

1. Choose when the deposit should be held on the guest’s card (e.g. 2 days before check-in).

2. Click Enable to finalise.

Step 5 — Verify the Guest-Facing Status

1. Return to the guest record and confirm the status shows verification pending and deposit pending.

2. Open the guest guide to confirm the guest will be prompted to complete the deposit requirement.

Step 6 — Preview the Guest Experience

1. From the guide, choose View as the guest.

2. Confirm the guest sees a prompt indicating that a deposit is required.

3. Approve the prompt to proceed to the verification page.

Step 7 — Guest Completes Card Verification

1. The guest enters their card details on the verification page.

2. A small test charge of $1 is taken to validate the card (immediately refunded).

3. Once verified, the guest can continue to their guide.

Step 8 — Review Transaction History

After verification, a Transaction History option becomes available. Use it to confirm:

• The date the card was verified

• The scheduled date for the deposit hold

Step 9 — Confirm Deposit Status

1. Refresh the portal to confirm verification is complete.

2. Open the verification details to review all requested items.

3. Check that the deposit is now scheduled.

Step 10 — Manually Create the Hold (if needed)

If the hold hasn’t processed or there’s a problem with the guest’s card:

1. Click Create hold now.

2. Confirm the action when prompted.

3. Verify the hold has been placed successfully.

Step 11 — Confirm the Hold Appears for the Guest

Return to the guest guide and confirm the security deposit shows as held. This is visible to the guest.

Step 12 — Capture Funds if Damages Occur

1. Open the verification/deposit record.

2. Enter the amount to capture (e.g. $10 from a $20 hold).

3. Submit the capture to take only the required portion.

Step 13 — Add an Additional Charge

If the guest owes an extra fee or agrees to purchase something:

1. Click the + icon to add a charge.

2. Enter the amount and any applicable service fees.

3. Add a clear description of the charge.

4. Click Charge card to process.

Step 14 — Release the Hold After Checkout

1. After the guest’s stay, inspect the property and confirm everything is in good condition.

2. If no further charges are needed, manually release the hold.

3. Confirm the release when prompted.

Step 15 — Confirm Final Transaction History

Open Transaction History to verify the full record:

• Security deposit held

• Any captures or additional charges

• Deposit released

Use this record for auditing and guest support if needed.