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Haven security deposits are refundable authorization holds on the guest's card. No money moves at booking time — Stripe places the hold a few days before check-in and releases it automatically within 48 hours of checkout unless you file a damage claim from the reservation page.
This is independent of your pet policy. Many pet-friendly hosts enable both, but you can use either feature on its own.
Haven uses Stripe's manual-capture PaymentIntent to authorize an amount on the guest's card without actually charging it. The hold appears as a pending charge in the guest's banking app but doesn't move money until the host decides to capture some or all of it.
If no claim is filed within your configured grace window (default 48 hours after checkout), the hold is automatically released. If a claim is filed, only the captured amount is charged — the remainder is released by Stripe automatically.
Stripe does not charge processing fees on released holds. You only pay Stripe fees on amounts you actually capture.
From any property's Edit Listing → Pricing tab, scroll to the Security deposit section and:
Settings save automatically. Existing confirmed bookings keep the amount and policy that were in effect at the time of booking — your edits only affect new reservations.
Open the reservation page from your dashboard. The Security deposit card on the right shows the live status. While the hold is Authorized, you'll see four actions:
| Action | What it does |
|---|---|
| Deduct from deposit | Capture a partial amount. Stripe charges the guest only that amount and releases the rest. |
| Keep full deposit | Capture the entire authorized amount. |
| Release now | Release the hold immediately with no charge. |
| Extend review (+48h) | One-time, pushes auto-release out by up to 48 hours. |
The claim drawer requires a written reason (minimum 20 characters) and encourages you to attach photo evidence. Both are shown to the guest in the notification email and on their reservation page.
If the guest disputes a charge with their bank, the path depends on which charge they dispute:
If you do nothing, the hold is released automatically at the end of your configured grace window. You'll get reminder notifications:
If you need more time to inspect the property, use Extend review to push out the auto-release by up to 48 hours. After that, the card-network authorization window starts to expire and the deposit must be resolved.
If the booking is cancelled — by guest, host, admin, or refund-override — the deposit hold is always released, regardless of your cancellation policy. Hosts cannot keep a deposit on a cancelled stay.
When you modify a reservation's dates, the hold slides onto the new stay window automatically — it authorizes the same number of hours before the new check-in and releases the same number of hours after the new checkout. The lead and grace hours come from the booking's original terms, so changing those settings today never moves a hold on a stay that's already sold. A hold that's already authorized keeps its authorization rather than being cancelled and re-placed, so there's no risk of losing it if the card would no longer authorize.
Card-network authorizations typically expire after ~7 days. For stays longer than that, you can choose:
Security deposits and Truvi claims are independent and complementary:
| Security deposit | Truvi claim | |
|---|---|---|
| Money source | Hold on guest's card | Truvi insurance pool |
| Limit | What you configured (e.g. $250) | Truvi coverage cap |
| Speed | Instant capture | Adjuster review |
| Best for | Small incidentals (cleaning, small breakage) | Major damage / theft beyond the deposit |
A typical workflow for serious damage:
Both UIs live in the Protection region of the reservation card, with disambiguated buttons (Deduct from deposit vs. File a Truvi claim). Haven never auto-files a Truvi claim when you capture a deposit, and vice versa — both decisions stay with the host.
For manual bookings (cash, off-platform, etc.) Haven cannot place a Stripe hold. The reservation card shows the deposit as Collect manually so you can keep track of it; collection happens out-of-band.
When you capture all or part of a deposit, Stripe charges the guest and transfers the captured amount to your Stripe Connect balance. Haven schedules a bank payout immediately — there is no check-in + 24 hour wait for damage claims.
The capture may still take 1–2 business days to move from Pending to Available on your Connect balance (standard card settlement). Until then, the amount appears under Scheduled payouts on Host Dashboard → Payouts → Payouts pill with today's release date. Haven initiates the bank deposit as soon as Stripe marks the funds available.
This payout is independent of the booking's main payout schedule. Cancelling the booking later does not reverse a deposit you already captured — only the original booking payout row is affected.
See Scheduled Payouts for the full payout timeline.
For questions, reach out to support from your dashboard.
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