Two modes: Security Hold and Method
Before anything else, it is worth knowing there are two different ways the damage waiver can work, and they behave very differently for the guest.
Security Hold Mode is the standard option. A temporary authorization hold is placed on the guest's card via Stripe for the duration you have configured. No money is taken unless there is a claim.
Method Mode places no hold at all. There is no pre-authorization on the card and the guest sees nothing pending. You charge the card only if there are damages.
Method Mode is worth considering if guest complaints about pending amounts are a recurring problem for you, since it removes the visible hold entirely.
Known limitation: Apple Pay
If a guest completes the hold using Apple Pay, you will not be able to charge that card afterwards. The hold itself works, but the follow-up charge for damages cannot be taken.
If a claim matters for a particular reservation, it is worth checking how the guest paid rather than assuming the card can be charged later.
How long does a hold last?
The hold length is configurable. You set the number of days it should run for, and that same length is shown in the damage waiver preview the guest sees, so what you configure is what they are told.
Stripe places a limit on how long a single authorization can remain active. If a stay runs longer than your configured hold length, Stripe automatically releases the original hold and places a new one for the remainder of the stay.
Why is a guest seeing multiple charges?
Almost always, this is the re-authorization cycle described above rather than two separate charges.
When a hold is released and a new one placed, both can appear on the guest's statement for a short period while their bank processes the release. There is only ever one active hold at a time, and no money is taken unless there is a claim.
You can verify the real position in your Stripe account, which will show one active authorization.
How do I release a hold?
Holds are managed through your Stripe account. If a reservation is cancelled and you need to release the hold early, this is done directly in Stripe. For assistance, contact your Besty support channel with the guest name and reservation details.
Damage waiver for cancelled reservations
When a reservation is cancelled, any active hold is automatically released. If a guest reports the hold has not been refunded after checkout, verify in Stripe first — it may still be within the standard processing window, typically 5 to 10 business days depending on the guest's bank.
Was the automated message sent before the guest paid the waiver?
If Besty sent a post-waiver automated message to a guest who had not actually completed the waiver, this may indicate a misconfigured trigger. The post-waiver message should only fire after successful payment. Report this to your support channel so the trigger can be corrected.
Still Having Trouble?
Reach out via chat or at support@getbesty.ai.