For channels where you as Property Manager (PM) are merchant of record, you will need to handle payment by yourself, which includes:

This article is for above use case.

The others (Airbnb, HVMI - Marriott, TripAdvisor, HomeToGo, YonderY, Golightly, getAwayGoGo, VacayMyWay, Homads) will process payment for your reservations.

Hostfully Channel - Direct Booking Site

- Payment settings:

  • Agency level at Agency's Main Settings

  • Property level at Property's Main Settings (property level prevails)

    • Note: if you don't want "Balance Due" system template to fire at all, you can set the Pay balance at field to 0.

- Payment processor (supported options)

- Booking Settings (Inquiry - Request - Instant, more details here)

- Balance due: special - automated flow

  • If PM is using Stripe, when a balance is due, the system will attempt to charge the payment method provided and do not trigger “balance due” template to guest. (for bookings made after Mar 03, 2022)

    • If payment is successful

      • Trigger “Booking Payment confirmed” System template sent to PM

      • On the pipeline, the booking shows green circle.

    • If payment is unsuccessful

      • Trigger “Balance Due” System template to guests (which is a current process) and they can proceed with the payment link there.

Booking.com

- Payment settings: dictated by Booking.com's Cancellation Policy (reference)

- Payment processor (supported options, plus the exception of Booking.com Payment)

- Booking Settings (Instant book only - more details here)

- Balance due: default flow

  • Initial amount charged as specify by Payment settings.

  • If any balance left, the system template "Balance Due" will be sent to guests on due date, and they can proceed with the payment link there.

Vrbo

- Payment settings:

  • Agency level at Agency's Main Settings

  • Property level at Property's Main Settings (property level prevails)

- Payment processor (supported options, with the exception of Invoice Payment Method)

- Booking Settings (Booking Request & Instant Book - more details here)

- Balance due: default flow

  • Initial amount charged as specify by Payment settings.

  • If any balance left, the system template "Balance Due" will be sent to guests on due date, and they can proceed with the payment link there.

Some practices to follow up on reservations' balance:

It's a good idea to have a system in place to remind your upcoming guests that there's a balance due.

Our guest-centric Pipeline allows you to sort bookings by arrival date, and filter by additional criteria (for example: only Booking.com bookings).

Based on the colors of circles on the Pipeline you can see who hasn't paid in full:

Orange circle: booking not paid in full. Payment isn't due.

Red circle: booking not paid in full. Payment overdue.

In either case, hover over the circle and see an option to (re)send a payment request via email to your guest.

Check the Pipeline regularly - sort by arrival date - and make sure you only see green (fully paid) or orange. Otherwise, follow up!

Other ideas:

Send an automated email to yourself with a custom template and trigger with upcoming reservation details, including breakdown fees like [$ORDER_BALANCE$].

The Custom Template (in this example we called it "Balance Status"), can contain something like this:

​The Custom Trigger can look like this:


If any of the automated email you receive indicates that your guest has a balance > 0, you can manually follow up with a balance payment request from the Pipeline

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