This outlines the proper process for collecting, managing, and refunding a $150 refundable security deposit from guests. It includes key messaging, when to collect it, and what to do in cases of missing items or damages.
Why This Matters
Security deposits act as a financial safeguard for hosts, covering potential costs from property damage, missing fobs, or unreturned parking passes. Following this SOP ensures transparency, protection, and a smooth process for both guests and hosts.
What You Need
The booking is confirmed
Guest has received the booking confirmation message
Guest has completed the following:
Autohost form
Uploaded all guests’ IDs
Accepted the security deposit payment request
Steps
1. Send Payment Request After Booking Confirmation
Go to the guest's reservation.
Select “Request Money” → “Extra Services”
Input $150
In the Note section, paste this message:
“A refundable security deposit of $150 will be collected. This deposit will be refunded within 24 hours after checkout, provided there is no damage and you have successfully returned the fob and parking pass.”
2. If Guest Declines the Request
Kindly remind the guest that the deposit is listed in the Airbnb description under:
“Things to Know → Additional House Rules.”
3. Before Sending Check-In Instructions
Make sure the guest has:
✅ Completed the Autohost form
✅ Uploaded all guests’ IDs
✅ Accepted and paid the security deposit request
Only send check-in instructions after all three items are completed.
Refund Process (Post-Checkout)
1. Wait 24 Hours After Guest Checkout
Review the Damage Claims sheet
Confirm there is no damage reported
Confirm that the fob and parking pass were returned
2. Refund the Security Deposit
Go to the guest's reservation
Use “Send Money” to return the $150
Send this message to the guest:
“Hi [Guest Name],
We’ve processed your $150 refundable deposit. It should reflect in your account within 7–10 business days. Thank you!”
3. If Items Are Missing or Damaged
Notify the guest that the security deposit will not be refunded
Reference any damage report or missing item (fob/parking pass) as applicable