What is automated payments and how does it work?
Automated payments is a SiteMinder Pay feature that lets you set up rules to charge guests automatically at different points in their booking journey. You can set up a maximum of two automatic charges, adding up to the full cost of the booking.
You can create multiple rules for different rate plans, card types, and channels (supported channels only).
Example: a rule triggered for a standard credit card, "Double room" rate plan, and Expedia bookings, with payment timing set to charge the first night's stay on check-in day, and the remaining amount on check-out day.
Do I need SiteMinder Pay to use Automated payments?
Yes. Automated payments only works with SiteMinder Pay and supported booking channels. It is not supported with third-party payment gateways.
Can I set up Automated payment rules for all booking channels?
No, only certain channels support automated payments.
Which channels support automated payments?
Supported channels:
Agoda (including virtual credit cards)
Booking.com (including virtual credit cards)
Expedia (including virtual credit cards)
Hotelbeds (including virtual credit cards). Note: not supported in Luxembourg, Slovenia or Slovakia
Channels Plus (including virtual credit cards)
Direct booking
Note: if the channel does not send full virtual credit card (VCC) details, the payment cannot be processed automatically. Process it manually instead (Reservations > find and open the reservation > Process payment).
How do I set up automated payments for guest reservations?
To set up automated payments for guest reservations:
Go to Payments > Automated payments tab.
Click on the Create a rule + button.
Add conditions that apply to the rule, including the Card type, Rate plan and channels, and the Payment rule.
Add a Rule name and description.
Review and activate the rule.
How many automated payments can be taken for each reservation?
A maximum of two automatic payments can be set per reservation.
Can a payment rule be applied to multiple rate plans?
No, each rule applies to one rate plan only, but can apply to multiple channels.
What happens if no rule matches a reservation?
The reservation will not be processed automatically and must be processed manually. Automated payments only covers supported channels; reservations from other channels always need manual processing.
What payment types or amounts can be configured?
Take outstanding payments via an automated payment rule:
Full amount: The total reservation cost, with no second payment needed
First night’s stay: The cost of one night. The remaining nights can be charged in the second payment.
Custom percentage: A percentage of the total, with the remainder charged in the second payment
The second payment is always the remaining (additional) amount not covered by the first.
When can automated payments be charged?
Automated payments can be charged:
Once booking is confirmed
Prior to check-in (you set the number of days and time)
On check-in day, at a set time
On check-out day, at a set time
For virtual credit card reservations, these timing options don't apply. The details of the virtual credit card determine when the payment will be processed (the activation date), and the amount to charge.
What is card validation?
Card validation is the process of checking that the card has not expired and the details are correct. When a payment is scheduled to be processed by Automatic payments, the guest’s credit card is automatically validated after the reservation has been made.
If the card passes, a green Card validated banner appears under Credit Card details on the Reservation page.
Only payments that are processed by Automated payments will have card validation applied. If authentication is required for cards from EU guests that have Strong Customer Authentication (SCA) requirements, you will be notified by e-mail.
What happens if a card fails validation?
If a credit card does not pass card validation:
then Automatic payments will not be scheduled
you will need to contact the guest to request a different card, and process the payment manually
How will I know if a card fails validation?
You'll be notified by email, and a red Card validation failed banner will appear under Credit Card details on the Reservation page.
Can Automated payments pre-authorise charges?
No, Automated payments cannot pre-authorise charges. Pre-authorisation must be done manually.
When I create a new rule, are previous reservations processed?
No, a new rule does not apply to past reservations even if they match the rule. Rules are only triggered by new reservations that match the conditions of the rule.
Can multiple payment rules apply to a single reservation?
No, each reservation can only trigger one rule, since each rule uses a unique combination of rate plan and channel. If a rule doesn't match, the next rule is attempted.
Can a reservation for multiple rooms be processed under Automated payments?
No, multiple room reservations cannot be processed by Automated payments. This should be processed manually.
What happens if a reservation is modified?
When a reservation's length of stay is modified, it will be handled according to the payment status and automated payment rules set up:
If no payments have been scheduled: The modified reservation will be treated as a new reservation. It can trigger a rule like a normal reservation
If payments have been scheduled: These payments will be cancelled. The modified reservation will be treated as a new reservation
If payments have already been processed: Any further payments will be cancelled, the modified reservation will not be able to trigger any rules, and you will be notified by e-mail to process these payments manually
If the rule has been archived: The rule will not trigger for the modified reservation
Will Automated payments charge for extras or add-ons?
Automated payments will only charge for extras or add-ons if they were included in the reservation at the time of booking.
If a guest adds extras after the booking was made, or is added separately to the reservation, these will not be included in Automated payments. You'll need to collect payment for these extras directly from the guest.
What happens if a reservation is cancelled?
Automated payments are handled the same way as for a modified reservation. The reservation also can't trigger any further rules.
What happens if an Automated payment rule is archived?
If a rule is archived, all scheduled payments will remain and will be charged at the scheduled time. You can cancel any of these scheduled payments if they are no longer required.
Archived rules won't trigger for new reservations. If you want to revert back to your previous rule settings, you will need to create a new rule.
Will I receive e-mail notifications for automated payments?
You'll be emailed if manual action is needed for a scheduled payment, including when:
A card fails validation
A payment fails
A reservation is modified after payment has processed
A reservation is cancelled after payment has processed
For virtual credit card (VCC) reservations, you should check if the reservation was processed by Automated payments. If it has not been processed, you will need to manually process the payment (go to Reservations > find and open the reservation > click Process payment).
How do I edit an automated payment rule?
You can edit a rule's name and description, but not its configuration. To change configuration, archive the rule and create a new one.
How do I delete an automated payment rule?
Automated payments rules cannot be deleted. Archive them instead.
What do I do if an automated payment fails?
If an automated payment fails, you should first retry the payment. Go to Payments > Automated payments > Failed payments then search for the transaction and retry the payment.
If retrying the payment fails, then you will need to manually process this payment.
Can a scheduled payment be cancelled?
Yes, a scheduled payment can be cancelled before it has been processed. Go to Payments > Automated payments > Scheduled payments to search for scheduled payments by the date they are scheduled to be charged. You can then cancel any of these scheduled payments.
Can a payment be rescheduled?
Yes, a payment can be rescheduled to a new date. Go to Payments > Automated payments > Scheduled payments to search for a scheduled payment, either by the date it is scheduled to be charged or within the transaction details on the reservation page, click on the scheduled payment you wish to change, then change the date accordingly.
Are tax inclusive or tax exclusive amounts prioritised?
Automated payments prioritises tax inclusive amounts. This occurs when reservations include both tax inclusive and tax exclusive amounts.
Which direct booking rate configurations prevent the rate from being used with the Automated payments feature?
Automated payments can't be applied to a direct booking rate with either of these settings:
Deposit enabled: With this setting enabled, a deposit needs to be collected automatically at the time of booking, but because the Automated payments feature provides a similar functionality, it cannot be used together
Pre-payment not needed to secure booking, or Pre-payment needed if guests intend to check-in after: These don't require card details at booking, which automated payments needs
If a rate already has an automated payments rule applied, these above settings (deposits and pre-payment needed) can't be applied.
To configure a direct booking rate: Go to Direct booking > Direct booking rates > click on the name of any direct booking rate > in the dropdown menu, click Edit. A new window will open and you will see the relevant settings under Additional direct booking controls.
Can I apply surcharges to Automated payments?
No, Automated payments do not support surcharges.
Automated payments aren't working
If Automated payments aren't working:
Verify the channel is supported and supplied credit card details
Ensure SiteMinder Pay is activated
Confirm the card validation passed
Review rule conditions match the reservation
Check for rate plan compatibility issues