Non-Refundable Security Deposit Options

Problem: The current security deposit process requires guests to use a separate portal, which creates friction and has led to recurring cancellations and lost bookings.

Current Workaround: Directing guests to a 3rd party guest portal for deposit collection. For Booking.com, upfront statements about payment are used, which is not ideal but functional.

Impact:

• The current security deposit implementation is causing ongoing cancellations; last week's lost booking was not an isolated incident.
• Guests are highly concerned and distrustful when directed away from the platforms they booked on (e.g., Airbnb, Vrbo), leading to drop-offs.
• The process blocks the workflow, meaning guests may not receive critical communications while the guest portal registration is still pending.

Proposed Solution: Implement an option for non-refundable security deposits (similar to Vrbo), where hosts can either set a non-refundable amount or allow guests to choose a non-refundable policy.

Note: This policy would exclude major damages, which must still be upheld, including: smoking, pet violations, unauthorized guests, missing items, excessive cleaning, and damage exceeding the waiver amount.

Unlock: This would reduce booking drop-offs, eliminate distrust caused by external portals, and ensure critical communications are delivered without being blocked.