Conditional Damage Deposit Requests Based on Guest Review History

Problem Statement

Hosts are experiencing guest cancellations and low ratings due to friction in the damage deposit collection process. Guests with strong review histories often:

• Ignore messages containing damage deposit links
• Refuse to provide credit card information due to security concerns
• Cancel their reservations rather than complete the deposit request
• Arrive without completing the deposit, creating last-minute issues at check-in that result in negative reviews

Current Workaround

Hosts must either:

• Manually manage damage deposit requests on a case-by-case basis, which is time-consuming and error-prone
• Apply the same damage deposit requirement to all guests regardless of their review history, creating unnecessary friction with trusted, experienced guests

Impact

• Lost bookings from cancellations by guests with proven track records
• Lower review ratings due to deposit-related friction and check-in complications
• Increased operational burden managing last-minute check-in issues when guests don't complete deposits
• Damaged guest experience for reliable, repeat guests who feel they're not being trusted

Proposed Solution

Add the ability for Hospitable to:

• Check the number of positive reviews a guest has on their booking platform profile
• Allow hosts to set a customizable threshold (e.g., 5+ positive reviews)
• Automatically skip the damage deposit request when a guest meets or exceeds that threshold

Unlock

Hosts would be able to:

• Reduce friction and improve the booking experience for trusted guests with strong review histories
• Decrease cancellation rates from experienced, reliable guests
• Improve overall review ratings by eliminating unnecessary friction points
• Save time by automating trust-based decisions rather than manually reviewing each guest
• Maintain protection for bookings from newer or unreviewed guests while rewarding those with proven track records