Why can’t I add payments to a reservation?

Occasionally, you may be required to add or record a payment on a reservation. There are a few situations where you are unable to add a new payment, or an authorization hold to a reservation. In these situations, the "New Payment" and "More Actions" buttons within the payments section of the reservation will not appear. 

Scenario 1: The guest already paid the full amount

If a guest's balance has already been paid or accounted for and there is no money left to charge, you will not be able to do any payment actions. This can present in a few ways:

The payment was processed through a booking channel

If a reservation's payments are processed through a booking channel, however you still need to charge the guest through Guesty, for instance - charge an additional fee, you cannot simply add the payment. First you will need to collect your guest's payment method and add it to the reservation, then make sure the total payout is updated in the guest invoice. Only then you'll be able to create the new payment.

The guest was fully charged by an auto payment or authorization hold

If a guest's balance is accounted for with existing auto payments or authorization holds that cover the total balance. Our system will not allow you to record a payment, as the guest would be overcharged.
If you have scheduled auto payments, you will need to cancel any auto payments that interfere with the amount you want to collect.
For example, let’s say there is a $1000 balance on your reservation and you have two auto payments scheduled. One auto payment will collect $500 at check-in and the other auto payment will collect the remaining $500 two weeks later. The guest wants to pay you $600 in cash when they arrive. In this scenario, you will have two options in order to record the $600 external payment:

  1. Cancel the first $500 auto payment and edit the other autopayment to $400 to collect the remaining balance

  2. Cancel both $500 auto payments and be sure to manually collect the remaining $400 balance

Scenario 2: The reservation is cancelled or expired

A payment method can only be added to a reservation in a "confirmed", "reserved", or "awaiting payment" status. Learn more about reservation statuses.

Scenario 3: The related listing is deactivated.

If you wish to add an Auto-payment for a listing which was deactivated, re-active it first.

Scenario 4: The account has been suspended

You cannot perform any payment related operations on a suspended account, please make sure to use and active one. Your account can get suspended, for instance, if you miss a payment in Guesty.

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