Guest charges

Understanding when your guest gets charged is crucial for managing expectations and ensuring a smooth transaction process. Here’s what you need to know about payment timings on, depending on your online payment settings.

If Online Payments Are Not Enabled

If you haven’t set up online payments (see how to do this here), the only available option on the booking form is to “Pay at the Property”. In this case, guests are required to pay when they arrive at the property. This means no charges will be made until the guest physically checks in.

If Online Payments Are Enabled

For properties with online payments enabled (learn how to set up online payments here), guests have a couple of payment options:

  • Pay at the Property: If this option is selected, guests will not be charged immediately. However, their credit card details will be saved securely when they confirm the booking. This ensures that the payment can be processed if there is a no-show or cancellation as per your policies.
  • Direct Online Payment: If the ‘Pay at the Property’ option is turned off, guests will be charged at the time of filling out the booking form. Depending on your settings, this could be either the full amount of the booking or just a booking deposit.

Cancellations and Charges

If a booking is cancelled, the charge to the guest’s credit card will depend on your cancellation policies. If the policy stipulates a charge, the guest’s card will be charged accordingly.

Cancellation policies will be communicated to guests at the time of booking to avoid any misunderstandings and ensure a transparent process.