💡 Important to know:
The Payment requests feature can only be used with the Little Hotelier Payments gateway.
To access Payments and the Payment requests dashboard, go to My apps > Payments > Payment requests.
The Payment requests feature is available with the desktop version of Little Hotelier and the Little Hotelier mobile app.
Introduction to Payment requests
With Little Hotelier’s Payment requests feature, you can ask a guest to process a payment using an accepted payment card via a secure webpage — particularly 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;
a payment is required for last-minute reservations (such as reservations made over the phone).
How do I send a payment request to a guest?
Find and open the reservation you want to process a payment for, then 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 if the guest provided the necessary details when making the reservation:
Reservation ID / Reference ID
Guest name
Amount
Reason for payment request
Guest message
Click on Create request.
On the next screen, Share a payment request , send the payment request to your guest via one of the following two methods:
Send e-mail to guest — use Little Hotelier’s HTML e-mail template > enter the Guest e-mail (which may be pre-filled if the guest provided it when making the reservation) > Preview e-mail (if necessary) > click on Send request.
Copy the Payment landing page link — click on Copy link , 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.
To create and send a payment request to your guest via the Little Hotelier mobile app, follow the steps below.
Find and open the reservation you want to process a payment for.
Tap the Take payment button.
In the Request tab, complete the fields (some of these may be pre-filled if the guest provided the necessary information when making the reservation).
Select one Sharing method from the drop-down box:
E-mail — this will send the payment request to the guest via e-mail.
SMS — this will launch your device’s SMS application and create a message containing the payment request link. (Note: the cost of sending this SMS will be charged to the owner of this device.)
Link — this will launch your device’s share menu and let you share the payment request link via an application of your choice (text, instant message, e-mail, social media, etc.).
Tap on Send request for [x] amount.
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 using an accepted payment card. 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).
💡 Configure your accepted payment cards in My apps > Front desk > Setup > Guest Payment Options > Setup Credit Cards.
What type of payments do payment requests cover?
Any payments associated with a reservation.
Is the Payment requests feature available in my region?
It is available to properties located in the following countries:
Australia • Austria • Belgium • Bulgaria • Canada • Croatia • Cyprus • Czech Republic • Estonia • France • Finland • Germany • Greece • Ireland • Italy • Latvia • Lithuania • Luxembourg • Malaysia • Malta • Mexico • Netherlands • New Zealand • Portugal • Slovakia • Slovenia • Spain • United Kingdom • United States of America
Can I send multiple payment requests for one reservation?
Yes, 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, so when sending multiple requests, select a specific reason for each of them and provide more information in the Guest message.
Where can I find all of my payment requests?
Go to My apps > 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 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:
Cancel a payment request.
Copy the payment request landing page link(so you can send it to a guest via an external messaging service).
⚠️ The Little Hotelier mobile app does not have a Payment requests dashboard, however the following actions are available via the Payments & refunds section on each reservation:
View the status of a payment request
Cancel payment request
Share payment request again
How do I cancel a payment request?
Open the desktop version of Little Hotelier and follow these steps:
Go to My apps > 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.
And here is how you do it in the Little Hotelier mobile app:
On the Calendar page or Reservation page, find and open the reservation you want to cancel.
Go to Payments and Refunds.
Tap on the Payment request transaction, then tap the Cancel payment request button.
Can I edit a payment request after I have sent it?
No — 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.
Can I apply a surcharge to a payment request?
Yes, click on Apply surcharge when creating a payment request to apply a surcharge according to the guest’s payment card and the corresponding fees you have configured.
To set up your accepted payment cards and corresponding surcharges, go to My apps > Front desk > Setup > Guest Payment Options > Setup Credit Cards.
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?
You will receive an e-mail notification from Little Hotelier Payments and the guest’s reservation will be updated in Little Hotelier.
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?
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?
Yes, here’s how to do it using the desktop version of Little Hotelier: :
Go to My apps > 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.
And here’s how to do it using the Little Hotelier mobile app:
On the Calendar page or Reservation page, find and open the reservation that you want to resend a payment request for.
Go to Payments and Refunds.
Open the necessary payment request > tap on the Share payment request again button > then share by either E-mail, SMS, or Link.
The guest did not complete the payment request — what should I do?
Contact the guest directly, and if necessary, send them another payment request.
What are the differences between requesting, processing, and recording a payment?
Although they are all found in the Booking summary on each reservation, each of these functions have different purposes:
Send payment request — send a secure payment request link to a guest.
Process payment now — process a payment using a validated card or virtual credit card (VCC).
Record payment — record a payment that was not processed via Little Hotelier.
How do I process a refund for a payment request?
Follow the normal process to refund a payment.