How to set up security deposits?

The Security Deposit automation lets you collect a security deposit from each guest before they arrive, in the way that suits each property. Two collection methods are available: save the card only (the default: no money is held, and you charge the card only if there is damage) or charge the deposit upfront (the guest pays the full amount, and Nowistay refunds it automatically after checkout, minus anything you retain for damage).

You configure it once per property, drop a link into your guest message templates, and gate your check-in instructions so they only go out once the guest has saved their card.

Before you start

Three things must be in place on each property you want to enable the deposit on:

• The property must be connected with Nowistay PMS.
• The property must have an active AI Channel Manager subscription.
• A Stripe account must be connected to the property.

If any of these is missing, the deposit settings will tell you exactly what to fix on the property card.

Step 1: Activate Security Deposit on your properties

Open the Automations page from the side menu and find the Security Deposit row.

Click the property selector on the right of the row and pick the properties you want to enable the deposit on. Only properties that meet the prerequisites above will be selectable.

Step 2: Configure the deposit settings

Once you have selected your properties, click the gear icon on the right of the Security Deposit row to open Security Deposit Settings. Each property gets its own block where you set three values:

• Collection method: choose Save the card only (the default) to keep a card on file and charge it only if you report damage, or Charge the deposit upfront to collect the full amount when the guest pays the link and refund it automatically after checkout. The section further down explains how upfront deposits are refunded.
• Amount: the deposit amount, in the property's currency. With a saved card, this is the most you can charge if there is damage; nothing is taken upfront. With an upfront charge, this is the amount the guest actually pays.
• Days after checkout: with a saved card, how many days after check-out you can still charge the card before Nowistay closes the deposit and removes it. With an upfront charge, this is when the automatic refund is sent. Between 0 and 28 days.

Click Save. From now on, every new booking on these properties gets its own secure card link, ready to share with the guest.

Step 3: Add the deposit link to your guest messages

The deposit link is delivered to the guest through your Guest Messages templates. Open any template (typically your check-in instructions or a dedicated pre-arrival message) and insert the dynamic variable {{deposit_payment_link}} wherever you want the link to appear.

Here is a simple example of a check-in instructions email:

Hi {{guest_first_name}},

Your check-in for {{property_name}} is on {{arrival_date}} from {{check_in_time}}.

Before we share your access code, please register your card for the refundable security deposit here: {{deposit_payment_link}}

Once that's done, we'll send you everything you need to enter the apartment.

See you soon!

The variable resolves to a unique link per booking. With the default method, the guest opens the link, securely saves their card with Stripe, and the booking is automatically marked as paid in Nowistay. No money is taken at this point. With the upfront method, the guest pays the deposit on that same link instead, and receives a confirmation email that explains how the deposit works, when it will be refunded, and includes a link to follow its status at any time.

The link is active as soon as the booking is confirmed, so you can send this message whenever it suits your check-in flow. There is no minimum delay to respect: the moment you send the message is what triggers the guest to save their card.

Step 4: Send instructions only once the deposit is paid

To make sure your access codes never go out before the guest has saved their card, add a condition to the message template that contains the sensitive instructions. In the template editor, scroll to Booking info conditions and click Add condition:

• First field: Security deposit
• Second field: Equals
• Third field: Paid

The message will now only be sent automatically once the deposit is paid. If the guest hasn't saved their card before the scheduled time, the message is held back.

Send a reminder when the deposit is not paid

Duplicate your check-in template and turn the second copy into a reminder. Set the condition to:

• Security deposit · Equals · Not paid

In the body, drop the {{deposit_payment_link}} variable again and remind the guest that their access code will be shared as soon as they save their card. This way every booking gets either the instructions or a friendly nudge, never both.

Track and act on deposit status from the booking detail

Open any booking from the Bookings page. Below the booking summary you will see a SECURITY DEPOSIT section with everything you need to know about the deposit at a glance:

• Deposit status: where the deposit is in its lifecycle.
• Expected amount: the most you can charge, set in the settings.
• Available from: when the card link became available to the guest, which is as soon as the booking is confirmed.
• Claim window closes: the date after which Nowistay closes the deposit and removes the saved card. Charge before this date if you need to.
• Automatic refund on: shown instead of the claim window when the deposit is charged upfront. This is the date the guest is refunded automatically. Once the deposit is settled, Refunded amount and Retained amount rows appear here as well.

Three actions are available next to the section:

• Copy deposit link (clipboard icon): copies the guest's card link so you can resend it manually through any channel.
• Charge deposit: charges the guest's saved card for an amount you choose, up to the deposit amount, in case of damage. See the next section. When the deposit is charged upfront, this button becomes Adjust refund instead.
• Mark as paid: marks the deposit as paid without going through Stripe, and unblocks any messages gated by deposit = paid. Use it only if you collected the deposit another way (cash, bank transfer, another payment processor).

How to charge the deposit for damage

Because the guest's card is saved and not charged upfront, you decide if and how much to take. There are two ways to do it.

From the app (recommended)

Open the booking, go to the SECURITY DEPOSIT section and click Charge deposit. Enter the amount you want to take, up to the deposit amount, add an optional reason, then confirm. Nowistay charges the guest's saved card and the status changes to Charged. If the card is declined or needs extra verification, you are notified and the deposit stays ready so you can try again.

This is the recommended method: everything stays in sync inside Nowistay, and the amount and reason are kept on the booking.

From Stripe

You can also charge the card directly from your own Stripe Dashboard. When the guest registers their card, it is saved as a customer on your connected Stripe account. Open Customers in Stripe, find the customer for that guest, and create a payment on their saved card for the amount you need.

Two things to keep in mind with this method: the charge will not show up on the deposit in Nowistay, so the booking will still show the card as on file, and the saved card is removed once the claim window closes, so charge before the window ends. When in doubt, use the in-app button instead.

If you charge the deposit upfront: automatic refund and retentions

With the Charge the deposit upfront method, the guest pays the full deposit when they open the link, and the money back is automatic: Nowistay refunds the deposit to the guest's card on the scheduled date, the number of days after checkout you configured, without you doing anything.

Retain part or all of the deposit

If something happened during the stay, open the booking, go to the SECURITY DEPOSIT section and click Adjust refund. Enter the amount to retain, up to the deposit amount, add an optional reason, and save. The dialog shows exactly what the guest will get back. Nothing is charged at that moment: the retention is simply deducted from the automatic refund when it runs. You can adjust it or clear it (set it to 0) as many times as you need until the refund is sent.

What the guest sees

The guest pays on the same secure page they would otherwise use to save their card, and that page always shows where the deposit stands: paid, refunded, or settled with the refunded and retained amounts. The guest receives an email when they pay, explaining that the deposit is refunded automatically after the stay, and another when it is settled, both with a link to that page. Refunds typically appear on their statement within 5 to 10 business days.

Good to know

• If the booking is cancelled after the deposit was paid, Nowistay refunds the full amount to the guest immediately.
• Stripe does not return its payment processing fees when a deposit is refunded, so even a fully refunded deposit costs you the processing fee. This is standard Stripe behavior for refunds.
• If a refund cannot be processed, you are notified by email and Nowistay retries automatically. You can also refund the guest directly from your Stripe Dashboard: Nowistay detects it and closes the deposit.
• Changing a property's collection method only affects new deposits. Deposits already in progress keep the method they started with.

Email notifications

Nowistay keeps both sides informed by email at the key moments of the deposit. Here is exactly who receives what, and when:

With a saved card

• You receive an email when the guest saves their card, and another one if a deposit charge you attempt fails (declined card or extra verification needed) so you can retry or contact the guest.
• The guest receives no email from Nowistay in this mode: the secure page confirms on screen that their card was saved.

With an upfront charge

• When the guest pays: you receive a confirmation email, and the guest receives one too, explaining how the deposit works, the automatic refund date, with a link to follow the deposit at any time.
• When the deposit is settled (refund sent, in full or minus a retention, including the immediate refund after a cancellation): you and the guest each receive an email stating the refunded and retained amounts. Your copy also includes the retention reason; the guest's copy links to their deposit page.
• If the automatic refund fails: you receive an email, Nowistay retries automatically, and the email explains how to refund from your Stripe Dashboard if it keeps failing. The guest is not emailed about failures.

Deposit statuses you may see

• Not started: the card link has not been opened yet.
• Link created: the link is live and the guest has started saving their card.
• Pending: the guest has opened the link but not yet finished saving their card.
• Card on file: the guest's card is securely saved and no money is held. The deposit counts as paid for your message conditions, and you can charge it if needed.
• Deposit held: (upfront method) the guest has paid the deposit and the money is held until the automatic refund. Counts as paid for your message conditions.
• Marked paid: you marked it as paid manually. Same effect as card on file for message conditions.
• Charged: you charged part or all of the deposit to the guest's card.
• Refunded: (upfront method) the deposit was refunded in full to the guest.
• Retained: (upfront method) you retained part or all of the deposit; any remainder was refunded to the guest.
• Window closed: the claim window has passed, the deposit is closed and the saved card has been removed.
• Failed, Expired, Cancelled: the card wasn't saved, the link expired, or the deposit was cancelled.

Tips

• Send the card link a day or two before arrival so guests have time to act, but late enough that they don't forget. The link works whenever you send it.
• Always pair your check-in instructions template (condition: deposit = paid) with a reminder template (condition: deposit = not paid). Guests get exactly the message that matches their state.
• Use the Copy deposit link button if a guest writes to you directly asking how to register their card: you can paste the link into the conversation in one click.
• Pick the collection method that fits each property: saving the card is the lightest experience for guests, while charging upfront guarantees the money is already collected if something happens. Upfront deposits are a popular choice for longer stays.