When it comes to collecting safety deposits and verifying guests through 3D Secure (3DS) authentication, clear communication is key to building trust and preventing misunderstandings. In this article, we’ll share best practices for handling safety deposits and 3DS, including ready-to-use templates you can send to guests to explain the process, set expectations, and ensure a smooth experience for everyone involved.
Context:
Holds are placed on the guests credit card 2 days prior to check-in
Holds are released 2 days after the check-out
If the hold lasts for longer than 7 days, we are required to release the original hold and place a new one
Key steps:
Inform your guests about how security deposits work in the fee descriptions
Set up automated messages to send to guests when 3DS verification is required
Security Deposits (Hold)
Your Security Deposit: What to Know
We understand that accidents can happen. This security deposit serves as coverage for any property damage that may occur during your stay.
This is not a charge - no funds are taken upfront, and the hold is fully refunded if no damage occurs during your stay.
Here’s how it works:
1. When the Hold is Placed
➡️ 2 Days Before Check-In
Even if your card details were provided earlier, the hold is placed 48 hours before check-in.
2. For Stays Longer Than 7 Days
➡️ Automatic Hold Renewal
Due to payment vendor policies, credit card holds expire after 7 days. If your stay is longer, a new hold will automatically be placed mid-stay. You may see the renewed hold as a separate request on your credit card.
3. After Check-out: Releasing the Hold
➡️ We Release It Quickly, Your Bank May Take Longer
We remove the hold 48 hours after check-out. However, banks and card issuers can take up to 14 days to reflect this on your statement.
4. Security Checks for Your Protection
➡️ 3D Secure (3DS) Verification
Your bank might ask you to verify the hold via a one-time passcode, app notification, or SMS. This step ensures your card isn’t used without consent.
❗ Tip: Confirm your bank’s 3DS process in advance to avoid delays, especially for longer stays requiring hold renewals.
Security Deposits (Card Charge)
Your Security Deposit: What to Know
We understand that accidents can happen. This security deposit serves as coverage for any property damage that may occur during your stay.
This is a credit card charge that will be fully refunded if no damage occurs during your stay.
Here’s how it works:
1. When the Charge is Placed
➡️ 2 Days Before Check-In
Even if your card details were provided earlier, the charge is placed 48 hours before check-in.
2. After Check-out: Refunding the Charge
➡️ 2 Days After Check-out
We refund the credit card charge 48 hours after checkout.
3. Security Checks for Your Protection
➡️ 3D Secure (3DS) Verification
Your bank might ask you to verify the charge via a one-time passcode, app notification, or SMS. This step ensures your card isn’t used without consent.
❗ Tip: Confirm your bank’s 3DS process in advance to avoid delays.
Flex (Hybrid Option for Added Flexibility)
Damage Waiver or Safety Deposit
We understand that accidents can happen, and we want to make sure you’re covered in case of any unexpected damage during your stay. You have two options to choose from for property protection:
Damage Waiver: A non-refundable one-time fee, which covers accidental damage and normal wear and tear up to $(insert amount) with no deductible required from you. Please note: this option does not cover damages resulting from house rule violations.
Security Deposit: A temporary hold (not a charge) is placed 2 days before check-in (even if your card was saved earlier). Fully refundable if no damage occurs during your stay.
For stays over 7 days, a new hold is placed mid-stay.
We release the hold 2 days after check-out, but your bank may take up to 14 days to reflect this.
Your bank may request a quick 3DS verification (e.g., one-time passcode or app alert) when placing holds.
Please feel free to choose the option that works best for you!
Additional 3DS verification required
WHEN - Guest purchase requires 3DS verification
THEN - Click on 'Add Action' to select the messaging method of your preference
Subject (if you chose email) - One More Step to Complete Your Booking
Body or Message Text -
Hi <guest_first_name>,
Thanks for choosing to stay with us! You're just one step away from securing your booking. To complete your reservation, please verify your payment through your bank’s 3D Secure (3DS) authentication process. This is a quick security check to ensure your payment is safe and secure.
Simply follow the link provided by your bank or card provider to approve the transaction. Once verified, your booking will be confirmed and a confirmation email will be sent right away. If you run into any issues or have questions, feel free to contact us—we’re here to help!
Warm regards,
<assigned_to>
Now, you have a set of templates that you can add to your verification steps to ensure that your guests have all the information they need on the topic of safety deposits, as well as an auto-message template to alert guests that 3DS verification is required. These steps should help to reinforce trust with guests and protect your business.