FAQ
Frequently asked questions
Straight answers about ID checks, deposits, agreements, channels and how guest data is looked after.
Questions and answers
Do guests need to download an app?
No. Guests complete everything in the browser on their phone or computer using the secure link you send them. Their progress is saved, so they can stop and come back later.
Is the deposit a charge?
No. The guest saves a card, and a hold is placed on it shortly before check in. The money stays in the guest’s account. The hold is released automatically a set number of days after checkout unless you record a claim, in which case you capture only the amount you claim.
Where does the deposit money go if I make a claim?
Deposits run through Stripe. When you connect your own Stripe account, holds are placed on that account and any captured amount is paid to you by Stripe.
How long do you keep ID images?
ID images are stored privately and deleted automatically a set number of days after checkout (30 days by default, which you can change). The guest is shown the deletion date before they upload.
Can I ask Airbnb guests for ID and a deposit?
Airbnb restricts collecting ID and deposits outside its platform, so Airbnb bookings default to contact details and the rental agreement only. You can turn on ID checks for Airbnb bookings only by recording your legal basis, for example the Immigration (Hotel Records) Order 1972.
Can I tick a step myself?
Yes. Every step can be ticked, unticked or rejected by hand, with a note. Manual changes are recorded in the activity log with your name and the time.
How much does it cost?
Pricing is coming soon and will be published on this page.