What is SiteMinder Pay?
SiteMinder Pay is our fully integrated, secure, payment solution. Process payments, manage your transaction and payout activity, send payment requests, set up automated payments and more. SiteMinder Pay helps save you time by automating some manual tasks, and keeping everything organised in one place.
How do I activate SiteMinder Pay?
To get started and activate SiteMinder Pay:
Go to the Payments tab.
Click on Activate now.
You must be an Admin user to activate SiteMinder Pay.
How much does SiteMinder Pay cost?
With SiteMinder Pay, there are no setup or monthly fees, and fees charged for refunds are returned. We only charge a fee per transaction. Fees vary according to your country, the credit card payment network (MasterCard, Visa, etc), and the type of card (domestic, international, or premium) used for the transaction.
To see which fees are applicable to your property, refer to your SiteMinder Pay activation form.
How do I print a payment confirmation for a SiteMinder Pay transaction?
To print a payment confirmation for a SiteMinder Pay transaction:
Go to Payments > Transactions.
Find the transaction and click on it.
Click on Print confirmation.
Does SiteMinder Pay have a point of sale (POS) terminal?
SiteMinder does not currently have a POS terminal for SiteMinder Pay.
How do I take a payment for a reservation with SiteMinder Pay?
Once you have activated SiteMinder Pay, you can now process payments for reservations via your platform:
Go to the Reservations tab.
Find and open the reservation.
Click Manage payments.
If the card details have already been provided, they will be pre-filled. Add the amount, then click Process payment.
The amount will be processed by SiteMinder Pay and the card will be charged.
To take a payment after a card has failed, or if you don’t have a card on record, send a Payment request.
You can also set up automatic scheduled payments using the Automated payments feature, and take manual payments for walk-ins, extras, and other one-off payments through the Payment terminal.
What is the Payment requests feature?
The Payment requests feature allows you to ask a guest to make a payment via a secure webpage. This feature is 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.
Can SiteMinder Pay take payments automatically?
The Automated payments feature is available with SiteMinder Pay for the following channels: Booking.com, Expedia, Hotelbeds, and Direct booking. The Automated payments feature enables you to set up payment rules to charge guests automatically at different times in their booking journey.
How long do I have to process a payment for a reservation?
You must process a reservation payment within 7 days after check-out. After that time, card details will be permanently deleted in your platform, as required by thePayment Card Industry Data Security Standards (PCI DSS).
Once I process a payment, how long does it take to arrive in my bank account?
A payout will be sent on the same day that a payment is received.
Your SiteMinder Pay Account balance (which is the sum of all funds received from all guests on the present day, including adjustments but minus refunds) will be paid out to your property’s linked bank account once per day. The payout should take 2–7 business days to arrive in your bank account, depending on your bank and location.
How do I process a refund via SiteMinder Pay?
There are two pages where you can refund a payment using SiteMinder Pay.
Process a refund via the Payments > Transactions page for reservations, as well as for payments made via automated payments, the payment terminal, and payment requests.
Go to Payments > Transactions tab.
Find and click on the transaction you want to process a refund for.
Click on the Refund button.
Enter the Amount to refund.
Click Process refund.
Process a refund for a reservation via the Reservations page:
Go to Reservations.
Find and click on the reservation you want to process a refund for.
Click Manage payments.
Click on Past payments and refunds.
Find a refundable payment and click on Refund.
Enter the Amount to refund.
Click on Process refund.
How long do I have to process a refund for a reservation?
You must process a refund within 90 days after processing the original payment, and no later than 7 days after check-out.
How do I take a manual payment?
You can take manual payments using the Payment terminal. The Payment terminal can be used for reservations or any other payment that needs to be taken, such as for extras. To use the Payment terminal, go to Payments > Payment terminal.
Does the Payment terminal calculate taxes and promotions?
When you take a payment using the Payment terminal, no taxes are added to charge and no promotions are discounted. Therefore, you must make sure to calculate these yourself, and then to charge an amount that includes any taxes and promotions that apply.
What do I do if I’ve processed the wrong amount?
If you have processed a payment for the wrong amount:
If the payment was too high — you can make a refund.
If the payment was too low — you can take a manual payment. You can use the Payment terminal or send a Payment request.
How can I view all my SiteMinder Pay transactions?
To view all your SiteMinder Pay transactions (charges and refunds made via SiteMinder Pay), go to Payments > Transactions tab.
Will payment transaction details be sent to my PMS?
You can sync your SiteMinder Pay reservation transactions from our platform to your property management system (PMS) — a feature only available to participating property management systems that are enabled to handle payments. Syncing your channel reservation transactions, such as your manual and automated payments and refunds, will help save time and reduce the need to manually record and manage payments separately in your PMS.
Transactions processed via the Payment terminal are not synced: only transactions associated with a channel reservation are supported. To support the payment sync API, the property management system must support the payments feature and must be a participating provider. To find out more, please contact your PMS directly.
How do I update my bank account details for SiteMinder Pay?
To update the bank account used with SiteMinder Pay, please contact our support team (must come from an Admin user) and e-mail through the following details:
Registered business name
Current bank account number
New bank account details
Reason for the update
Date that the bank account should be updated
Can I process virtual credit cards (VCC) with SiteMinder Pay?
Yes, SiteMinder Pay supports virtual credit cards (VCCs). Each channel has their own policy on when virtual credit cards can be charged.
When can I charge a virtual credit card (VCC)?
VCCs contain an activation date from the channel that determines when the card will be charged. It is usually from the day of check-in, up to 6 months from booking. Please refer to the channel's policy on charging virtual credit cards.
Why is SiteMinder Pay asking for additional verification details?
For SiteMinder Pay to remain secure and compliant, you will be required to provide additional verification details if:
You just signed up.
Your payouts have been paused.
There has been a policy change.
When this happens, in your Payments page, you will see a notification — Verify my account. Click on this notification and enter the information.
Who can access/update my SiteMinder Pay account?
General users with Guest payment details permission can:
Process payments and refunds.
View credit card details.
Admin users can:
Activate SiteMinder Pay
How can I download my monthly tax invoice for SiteMinder Pay?
To find the total amount of revenue you have received from transactions processed via SiteMinder Pay (for tax, accounting, and budgeting purposes):
Go to Payments > Invoices.
Next to the month you want to generate the invoice for, click on Generate.
The invoice will be sent to the registered e-mail address of your SiteMinder Pay account.
How do I deactivate SiteMinder Pay?
To deactivate SiteMinder Pay, please contact our support team.