Do I need to use Stripe?
Yes, currently Stripe is the only payment collection integration we have. If you have another you'd like to see us connect with, let us know!
Can I use different Stripe accounts for Deposits vs Waivers?
Yes! We recommend using a separate Stripe account for damage waiver collection, as these funds can be used for self-insurance. You can connect multiple Stripe accounts in the integration page for Stripe in SuiteOp. Then, in the verification rule settings you can select the corresponding Stripe account for each configuration step - the Security deposit and the Damage waiver.
Can I use different Stripe accounts for different properties?
Yes! If you have multiple companies or want to collect funds separately, just connect multiple Stripe accounts in the Stripe Integration page. Then you can create separate verification rules using each account and assign the rules to the corresponding properties.
Can I enable the Security deposit or Damage waiver for only some booking channels?
SuiteOp allows you to exclude or include booking channels for each verification rule you set up, this includes the Damage deposit steps. Within the verification rule settings, select "All, except selected" and choose the channels to exclude from the dropdown. Or choose "Only selected" and choose the channels to include from the dropdown.
Typically, Airbnb is excluded from the Security deposit step.
When will a guest see the hold on their account?
Guests will see a hold on their account once they submit their payment information. We recommend setting a deposit delay so guests cannot submit the security deposit until 2-3 days before their reservation. You can configure this in the Damage deposit verification step.
When will a guest receive their refund?
Security deposits are automatically refunded within 6 days of check-out, typically sooner. From there each bank has a different process for releasing the hold, which could be up to 10 days.
A guest is saying I took two security deposits
Security deposit holds have a limited duration determined by the card-issuing bank, typically lasting 5-7 days. For this reason SuiteOp automatically captures a new hold on the 6th day, to ensure a successful deposit is available. For longer reservations there may be a one day overlap of the initial deposit and the next deposit before the first refund is made. You can assure guests that the first deposit will be refunded and this is an expected process.
A guest is saying I haven't refunded their security deposit
Security deposits are automatically refunded within 6 days of check-out, typically sooner. From there each bank has a different process for releasing the hold, which could be up to 10 days.
How can I capture funds from a security deposit?
If you need to capture funds from a security deposit, go to the reservation in SuiteOp and open the verification step for Damage deposit under SuiteVerify. Here you will see the details of the deposit and an Actions button. Click the Actions button to capture payment.
This will need to be done before the deposit is automatically refunded, which can be 1-6 days after check-out. You should be checking if damages need to be collected within 24 hours of check-out. If it is past the time, you can go to your Stripe account to see the guest details.
Is there a way to manually refund a security deposit?
Yes, if you need to refund a security deposit immediately instead of waiting for the automatic refund you can do that.
Go to the reservation in SuiteOp and open the Damage deposit step under SuiteVerify
Scroll down to see the deposit details and an Actions button
If you click the Actions button a pop up will display
Here you can issue a refund
Can I change the security deposit amount for one reservation?
Currently, you cannot update the security deposit amount for a single reservation. If there is no Damage deposit step on the reservation though, you can add a Damage deposit step from your list of verification rules on the reservation under SuiteVerify, by clicking the + icon.
How come my guest didn't have to give a security deposit or damage waiver?
There are a few reasons why you guest may not have gotten the damage deposit verification step
The property for the reservation does not have the verification step assigned to the property or portal template. You can check this under the property > Settings > Assignment tab
The reservation was verified before the damage deposit step was added. If you added a new step, previously verified reservations will not have to complete this step. If you want them to complete this step you can move them back to Pending on their reservation verification and then go to the verification rule in Portal Settings > Verify tab and click "Re-sync" on the step. This will then appear for the guest to complete.
The deposit verification step keeps loading for the guest
If your guest is saying the verification step won't stop loading for their security deposit or damage waiver, this is most likely an issue with their credit card or with Stripe. Once the information is entered, Stripe handles the payment. We commonly see guests forget to include a zip code which could be the problem if they cannot submit their details.