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