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Payment requests
Payment requests: frequently asked questions
Payment requests: frequently asked questions
Updated over a week ago

Important to know:

  • The Payment requests feature can only be used with the SiteMinder Pay gateway.

  • To access payments and the Payment requests feature, go to Payments > Payment requests.

Introduction to Payment requests

With SiteMinder’s Payment requests feature, you can ask a guest to process a payment using an accepted payment card via a secure webpage — particularly useful when, for example:

  • a payment is required for an outstanding reservation balance;

  • a guest’s previous payment failed;

  • a guest has not provided their payment card details;

  • a guest’s card requires additional authentication, such as strong customer authentication (SCA);

  • a payment is required for extras.

How do I send a payment request to a guest?

  1. Go to the Reservations tab to find and open the reservation you want to process a payment for, then click on Send Payment Request.

  2. In the Create a payment request pop-up window, complete the following fields, where applicable; some may be filled in already if the guest provided the necessary details when making the reservation:

  3. Reservation ID / Reference ID

  4. Guest name

  5. Amount

  6. Reason for payment request

  7. Guest message

  8. Click on Create request.

  9. On the next screen, Share a payment request, send the payment request to your guest via one of the following two methods:

  10. Send e-mail to guest — use SiteMinder’s HTML e-mail template > enter the Guest e-mail (which may be pre-filled if the guest provided it when making the reservation) > Preview e-mail (if necessary) > click on Send request.

  11. Copy the Payment landing page link — click on Copy link , paste the URL into a message using another messaging service of your choice (text, instant message, email, social media, etc.) and send it to the guest.

How does a guest complete a payment request?

When a guest clicks on the payment request’s link, they will be taken to a secure webpage where they will be asked to make the necessary payment using an accepted payment card. If they process the payment successfully, shortly afterwards they will receive an e-mail confirmation (if they provided their e-mail address when making the reservation).

Configure your accepted payment cards in Payments > Accepted cards.

What type of payments do payment requests cover?

Any payments associated with a reservation.

Is the Payment requests feature available in my region?

It is available to properties located in the following countries:

Australia • Austria • Belgium • Bulgaria • Canada • Croatia • Cyprus • Czech Republic • Estonia • France • Finland • Germany • Greece • Ireland • Italy • Latvia • Lithuania • Luxembourg • Malaysia • Malta • Mexico • Netherlands • New Zealand • Portugal • Slovakia • Slovenia • Spain • Thailand • United Kingdom • United States of America

Can I send multiple payment requests for one reservation?

Yes, there is no limit to the number of payment requests you can send per reservation. However, keep in mind that sending a lot may confuse your guest, so when sending multiple requests, select a specific reason for each of them and provide more information in the Guest message.

Where can I find all of my payment requests?

Go to Payments > Payment requests tab.

From here, you can view the following:

  • A list of all the payment requests you have created and sent.

  • The Date and time when each payment request was created.

  • The Reservation ID , guest’s First name and Last name , E-mail , and Phone number associated with each payment request (if such details have been provided by the guest).

  • Reason for each payment request.

  • Amount of each payment request.

  • Status of each payment request ( Pending, Paid, Cancelled, Expired ).

The following actions are also available on the dashboard under the Actions column:

  • Cancel a payment request.

  • Copy the payment request landing page link (so you can send it to a guest via an external messaging service).

To view the payment requests for a specific reservation, go to the Reservations tab to find and open the reservation you want to process a payment for, then click on Manage payments > Past payments and refunds.

How do I cancel a payment request?

Follow these steps:

  1. Go to Payments.

  2. Click on the Payment requests tab.

  3. Find the payment request you want to cancel > then under the Actions column > click on the cancel symbol (X).

  4. A pop-up window will appear — click Yes, cancel to confirm.

Can I edit a payment request after I have sent it?

No — but you can cancel it, then create and send a new one in its place.

If a guest clicks on a payment request link after you have cancelled the request, they will receive an error message informing them that the payment request is no longer active and they need to contact the hotelier regarding any outstanding amount due.

What should I do if a guest’s reservation is modified or cancelled after I have already sent them a payment request?

If the reservation is modified and its amount due changes, cancel the payment request, create a new one with the updated amount owed, and send it to the guest.

If the reservation is cancelled, just cancel the payment request.

How will I know when a guest completes a payment request successfully?

You will receive an e-mail notification from SiteMinder Pay and the guest’s reservation will be updated in the SiteMinder platform.

To manually check if a payment request has been completed, open the guest’s reservation, click on Payments , and look for the relevant payment.

How long will a payment request link be active?

For 48 hours from the time the payment request was created.

The due date for the payment will be shown to the guest on the payment request page itself (and in the payment request e-mail, if you used our e-mail template).

If a guest attempts to open the payment request link after the due date has passed, they will receive an error message informing them that the payment request is no longer active and they need to contact the hotelier regarding any outstanding amount due.

Can I resend a payment request?

Yes:

  1. Go to Payments.

  2. Click on the Payment requests tab.

  3. Find the payment request you want e to resend > and under the Actions column, click on the linked chain symbol — this will copy the payment request’s landing page URL (and if successful, you will see a message saying ’Payment request link copied successfully’).

  4. Paste the copied link into a message using another messaging service of your choice — text, instant message, e-mail, etc. — and send it to your guest.

The guest did not complete the payment request — what should I do?

Contact the guest directly, and if necessary, send them another payment request.

How do I process a refund for a payment request?

Simply follow the normal process.

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