What are payment requests?
Payment requests 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
Sending a payment request
Send a payment request to your guest through Little Hotelier Front Desk
Find and open the reservation > click Send Payment Request
Complete the required fields (some details may be pre-filled)
Reservation ID / Reference ID
Guest name
Amount
Reason for payment request
Guest message
Click Create request
Share the payment request:
Send email: use the email template > enter the Guest email > Preview email > click Send request
Copy the link: copy the link and paste it into a text message, chat, email, social media, etc.
Send a payment request to your guest through the Little Hotelier mobile app
Find and open the reservation
Tap Take payment
In the Request, complete the fields (some details may be pre-filled)
Share the payment request:
Email: send the payment request to your guest’s email
SMS: send a text message with a link to the payment request (standard messaging rates apply)
Link: share the payment request link through text message, chat, email, social media, etc.
Tap Send request for [x] amount
How does a guest complete a payment request?
When a guest clicks on a payment request, they will be taken to a secure webpage to make payment.
If payment is successful: the guest will receive a confirmation email (if email was provided during the booking process)
No email provided: after completing payment, the guest will have the option to enter an email address to receive a confirmation
What type of payments do payment requests cover?
Any payments associated with a reservation.
Can I send multiple payment requests for one reservation?
There are no restrictions on the number of payment requests you can send per reservation. However, sending too many can be confusing for your guest, so clearly state the reason in the guest message.
Where can I find all my payment requests?
To find a record of all payments requests you have created and sent, go to My apps > Payments > Payment requests. You can also cancel a payment request or copy the payment request link to send it again.
The Little Hotelier mobile app doesn’t have a Payment requests dashboard, however you can:
View the status of a payment request
Cancel payment request
Share payment request again
How do I cancel a payment request?
Little Hotelier Front Desk
Go to My apps > Payments > Payment requests
Find the payment request you want to cancel > Actions > click the cancel symbol (X)
Click Yes to confirm cancellation
Little Hotelier mobile app
Find and open the reservation
Tap on Payments and refunds
Tap on the Payment request transaction, then tap Cancel payment request
Can I edit a payment request after I have sent it?
No, you can’t edit a payment request once it’s been sent. However, you can cancel the existing request and send a new one. If a guest clicks on a payment request link after you have cancelled it, they will receive an error message that the payment request is no longer active and they need to contact the property.
Can I apply a surcharge to a payment request?
Yes, click Apply surcharge when creating a payment request.
What should I do if a guest’s reservation is modified or cancelled after I have already sent them a payment request?
If a reservation is modified and the outstanding amount changes, cancel the payment request, create a new one and send it to the guest. If the reservation has been cancelled, you can cancel the payment request.
How will I know when a guest completes a payment request successfully?
You will receive an email confirmation to let you know payment is successful. You can also check in Little Hotelier by opening the reservation and checking the Payments tab or going to My apps > Payments > Payment requests and seeing the Paid status.
How long will a payment request link be active?
The link will be valid for 48 hours once created. The due date for the payment will be shown to the guest when they click on the payment request link. If a guest opens 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?
Little Hotelier Front Desk
Go to My apps > Payments > Payment requests
Find the payment request you want to resend > Actions > click the linked chain symbol
Paste the link and share via text, chat, email, social media, etc.
Little Hotelier mobile app
Find and open the reservation
Tap on Payments and refunds
Open the payment request > tap on Share payment request again > share the link via text, chat, email, social media, etc.
What do I do if my guest doesn't complete the payment request?
Contact the guest directly, and if necessary, send them another payment request.
How do I process a refund for a payment request?
Follow the normal process to refund a payment.