Payment Problems
Use this page when guests or staff report missing payment options, failed online payment, pending payment, unclear charge-to-room behavior, or payment status that does not match the operational page.
Symptom Table
| Symptom | First Checks |
|---|---|
| Payment option is missing | Product payment settings, catalogue or facility setup, guest flow, and active method list. |
| Online payment fails | Gateway, payment result page, order or booking status, and whether the guest was charged. |
| Payment is pending | Order or booking detail, gateway status, and staff manual handling process. |
| Charge to room is unavailable | Guest room data, PMS or in-house guest context, and property rules. |
| Offline payment label is wrong | Payment method order, custom offline label, translated guest text, and the default-language label. |
Catalogue V3 Checks
- Confirm payment is enabled for the catalogue if guests should pay during checkout.
- Confirm the expected payment method is active and ordered correctly.
- Confirm offline labels are clear, especially custom offline payment, and that the default-language label matches the configured option.
- For online payment, check the order detail and gateway-specific details.
- Check the guest result page: order success, order failed, or payment failed.
- Do not ask the guest to pay again until the existing order and payment state are reviewed.
Facility Booking Checks
- Confirm the facility or activity requires payment only when intended.
- Confirm price, pax pricing, and online payment settings.
- Check booking detail for payment status.
- Confirm staff know whether unpaid bookings should be held, confirmed, or cancelled.
Escalate To Support
Escalate with:
- Product area: Catalogue V3 or Facility Booking.
- Order or booking reference.
- Guest name, room, email, or booking details where allowed by policy.
- Payment method and gateway.
- Payment status shown to staff.
- Guest result page screenshot or description.
- Whether the guest reports being charged.