Manually requesting a payment from a guest is useful for reservations that do not have any credit card details on file, guests who are splitting the cost of the reservation among several people, or situations where the guest wants to pay their balance with a different card than they used for their initial payment.

Configure the Payment Request Email

If this is your first time sending a payment request email, then you might want to edit the Payment Request email template which can be found under Settings > Templates > Email.  EDIT THE TEXT OF THE TEMPLATE AND SAVE.

The merge tag [PAYMENT_REQUEST_LINK] can be used in any email template. Note that when composing an email in the guest control panel, the tags [PAYMENT_REQUEST_LINK] and [PAYMENT_REQUEST_AMOUNT] are not replaced in the preview. They will be replaced in the resulting email though. This is because a payment request does not exist yet when composing email. It is created immediately before sending the email.

Request Payment from the Guest

From the Transactions tab of the guest control panel, select the Request Payment option.

Fill in the Payment Request amount form and click send.

This request will be recorded in the Conversations tab of the guest control panel.

Guest Payments


The guest will receive an email containing a link to the payment form where they will enter their credit card details.

Once payment has been submitted, a thank you page will be displayed. The guest will be offered travel insurance if they have not already purchased it.

The transaction will be recorded and displayed in the Transactions tab of the guest control panel.


SMS (Text) Notification

Once a guest payment has been received, a text notification (SMS) will be sent to the subscriber's phone number, if a phone number has been verified to receive SMS alerts within the subscriber's account profile here:

Email Notification

An email will also be sent to the email setup within important settings > bookings to notify when a guest has submitted a payment from a payment request. The email is simple and contains the following information:

Payment Date:
Invoice Number:
Guest Name:
Invoice ID:
Property Name:

Payment generated from a payment request sent on ____________

Reporting - Guest Transactions Report

The Guest Transactions Report has a column for Type. There are two types:

  1. Manual Transaction - Property manager processed the transaction manually.

  2. Pmt. Request - Payment was processed by the guest from a payment request.

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