What is a payment request?
Payment requests provide a simple way to collect payments from your guests. Send a secure payment link allowing guests to process payments using their preferred payment card through a secure webpage.
Useful for:
Outstanding balances
Failed payments
Missing payment details
Additional authentication requirements (e.g., strong customer authentication)
Non-reservation related charges
Last minute bookings
Creating a payment request
Desktop
Navigate to Calendar or Reservations
Find and open reservation
Click Send Payment Request
Complete the required fields:
Reservation ID / Reference ID
Guest name
Amount
Reason for payment request
Guest message
Click Create request
Choose how to share the request:
Email: Use the template, enter guest email, preview and click Send request
Direct link: Copy the link to share via text, chat, email or social media
Mobile app
Find and open the reservation
Tap Take payment
Complete the required fields
Choose sharing method:
Email: Send directly to guest’s email
SMS: Send via text message (standard rates apply)
Link: Share through other messaging platforms
Tap Send request for [amount]
Managing payment requests
Viewing payment requests
Desktop: Navigate to Payments > Payment requests
Mobile: Check individual reservations under Payments and refunds
Cancelling payment requests
Desktop
Navigate to Payments > Payment requests
Locate the request
Under Actions > click the X symbol
Click Yes, Cancel
Mobile app
Open the reservation
Tap Payments and refunds
Select the payment request
Tap Cancel payment request
Resending payment requests
Desktop
Navigate to Payments > Payment requests
Find the request
Under Actions > click the linked chain symbol
Share the copied link
Mobile app
Open the reservation
Tap Payments and refunds
Select the payment request
Tap Share payment request again
Frequently asked questions
How does a guest complete a payment request?
When guests receive a payment request:
They access a secure payment page via the provided link
Successful payments generate a confirmation email (if email provided)
Guests can enter an email address for confirmation after payment
Expired or cancelled requests show an error message directing guests to contact the property
How long will a payment request link be active?
The link will be valid for 48 hours once created.
Can I edit a payment request after I have sent it?
You cannot edit a payment request once it’s been sent, but you can cancel it and create a new one.
Can I apply a surcharge to a payment request?
Yes, click Apply surcharge when creating a payment request.
Can I send multiple requests for one reservation?
There are no restrictions on the number of payment requests you can send per reservation. However, sending too many can be confusing for your guest, so clearly state the reason in the guest message.
What should I do if a guest’s reservation is modified or cancelled after I have sent them a payment request?
If a reservation is modified, cancel the payment request and create a new one.
How will I know when a guest completes a payment request?
Successful payments trigger an email confirmation. You can also check by opening the reservation and checking the Payments tab or going to Payments > Payment requests and seeing the Paid status. Any outstanding balance will be updated.
How do I process a refund for a payment request?
Follow the normal process to refund a payment.