💡The Payment requests feature is available with SiteMinder Pay.

What are payment requests?

Payment requests is a feature available with SiteMinder Pay, make collecting payment from your guests easy. It allows you to send a request to a guest to process a payment for a reservation using a card of their choice via a secure webpage. They can be helpful for collecting:

Outstanding balance: a payment is required for an outstanding balance
Failed payments: a previous payment has failed
Missing payment details: a guest has not provided their payment details
Additional security: a card requires further authentication, such as strong customer authentication (SCA)
Extra charges: collect additional payment for extras
Last minute bookings: a payment is required for a last-minute reservations

Who is payment requests available to?

The Payment requests feature is available with SiteMinder Pay. It is not available with a third-party payment gateway.

You need to activate SiteMinder Pay to send payment requests. If not yet activated, you won't be able to access payment requests. To activate SiteMinder Pay, go to Payments and click on Activate now.

How do I send a payment request to a guest?

To send a payment request to a guest:

Go to the Reservations tab to find and open the reservation you want to process a payment for
In the reservation, click on Send Payment Request.
In the Create a payment request pop-up window, complete the following fields, where applicable; some may be filled in already: Reservation ID / Reference ID, Guest name, Amount, Reason for payment request, and Guest message.
Click on Create request.
Click on Send e-mail to guest to send the payment request to your guest via e-mail. Or, click on Copy link to copy the Payment landing page link, then 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. 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).

What types of payments can I collect with payment requests?

To send a payment request, there must be an existing reservation. You can send a payment request for any payments associated with a reservation.

Can I send multiple payment requests for one reservation?

Yes, you can send multiple payment requests for one reservation. 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.
When sending multiple requests, select a specific reason for each of them and provide more information about the payment due in the Guest message. Note: the guest message should only contain details about the payment due.

Where can I find all of my payment requests?

To find all of your 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?

To cancel a payment request:

Go to Payments.
Click on the Payment requests tab.
Find the payment request you want to cancel > then under the Actions column > click on the cancel symbol (X).
A pop-up window will appear — click Yes, cancel to confirm.

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

You cannot edit a payment request after you have sent it — 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?

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?

A payment request link will 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?

You can resend a payment request. To do so:

Go to Payments.
Click on the Payment requests tab.
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’).
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.