Across the board, most security deposits are captured automatically 2 days prior to arrival from the credit card on file (that was used for payment).

Some security deposits (for Booking.com for some clients) are captured from within DUVE (as part of the on-line check in process). Occasionally guests have issues doing this (possibly due to high security settings on the credit card) and so we need to manually withhold the security deposit charge from within FELIX before they arrive. Or they have issues with the link sent to for them to process the withhold payment (i.e. if a guest has paid via EFT we will need to ensure that we have a credit card authorisation prior to arrival). 


In these instances we can manually process the security deposit. 


This is the process:


1. In FELIX, open up the relevant booking and go to the 'PAYMENTS & CHARGES' tab


2. Click on the 'STRIPE' button (in the middle of the page).

3. Change the Description to 'Security deposit: Booking ID XXXXXX'


4. Enter the security deposit amount in the 'AMOUNT' box. Note - the security deposit varies from property to property and client to client. Ensure you check the applicable amount first.


5. In the 'CAPTURE' drop down box select 'NO'. Note - the system default is set to 'YES' so ensure you change this. No means were just authorizing the ability capture that amount (i.e. it comes up as a pending charge on the client's CC statement - not a fully charged amount. Often guests confuse this pending hold for a full charge).


6. CHARGE NOW


7. Check that the payment reflects in the lower box with other payments.  If a red alert message appears advising that the payment failed you will need to contact the guest and let them know that funds need to be made available. If there is an issue capturing the security deposit before check in please advise management BEFORE the guest is due to check in.