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.
What types of payments can I collect with payment requests?
To send a payment request, there must be an existing reservation. You can send a payment request for any payments associated with a reservation.