A guest provided incorrect card details to pay for or guarantee a booking. What should we do?

If a guest provided incorrect card details, you can assign Payment Error status to this booking in the Bookings tab. To do this, you need to find the booking on the bookings list and assign the status by clicking on the three dots on the right of the booking row.

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Please note that Payment Error status is only available for bookings that meet the following conditions:

  • The booking was made under the Agency model (Payment in the Hotel payment type);
  • The booking involved a request for bank card details;
  • The Payment and taxes section (Hotel tab) shows at least one payment system type as a payment means;
  • The booking check-in date is in the future;
  • Payment Error status was never assigned to this booking and canceled

Detailed instructions for assigning Payment Error status.

If fewer than 48 hours are left before the check-in date:

  1. Open the Bookings section.
  2. Find the relevant booking.
  3. Open the context menu by clicking on the three dots.
  4. Select Payment Error status from the list of options and indicate the reason why you were unable to use this bank card by clicking on the relevant row of the drop-down menu.
  5. A letter and SMS notification will be sent to the guest, asking them to enter new card details.
  6. After the guest enters the new card details, the hotel will receive a repeated booking notification containing a PDF file with the new bank card details.
  7. If the card details are correct, you may reassign Active status to the booking. After that, you will no longer be able to assign Payment Error status.
  8. If the card again proves unusable or you have not received new card details, you may cancel the booking after 12 hours. To do this, select Booking Cancelation status and save the changes. Once the booking has been canceled, the guest will receive a notification that the hotel has canceled their booking. The hotel will also receive an email confirming the booking’s cancelation.

If more than 48 hours are left before the check-in date:

  1. Open the Bookings section.
  2. Find the relevant booking.
  3. Open the context menu by clicking on the three dots.
  4. Select Payment Error status from the list of options and indicate the reason why you were unable to use this bank card by clicking on the relevant row of the drop-down menu.
  5. A letter and SMS notification will be sent to the guest, asking them to enter new card details.
  6. After the guest enters the new card details, the hotel will receive a repeat notification of the room booking containing a PDF file with the new bank card details.
  7. If the card details are correct, you may reassign Active status to the booking. After that, you will no longer be able to assign Payment Error status.
  8. If the card again proves unusable or you have not received new card details, you may cancel the booking after 24 hours. To do this, select Booking Cancelation status and save the changes. Once the booking has been canceled, the guest will receive a notification that the hotel has canceled their booking. The hotel will also receive an email confirming the booking’s cancelation.