What happens if the payment fails due to an invalid guest card?

If a guest’s payment fails due to an invalid credit card, Stayflexi offers automated processes to handle the situation. Follow this step-by-step breakdown of what happens next and how the system manages the failed payment.

1. System Tries to Process Payment(refer the above given Image):
   • When a guest makes a booking, Stayflexi’s payment automation system attempts to charge the credit card provided by the guest during the booking process (either at the time of booking or during check-in depending on the channel and configuration).
2. Payment Failure:
   • If the guest’s credit card details are invalid or the payment is declined, the system automatically detects the failure.
3. Email Notification to Guest (refer the above given Image):
   • The system sends an automated email to the guest informing them that their payment could not be processed.
   • The email will contain a request for updated card information, urging the guest to provide new, valid payment details.
   • Benefit: This ensures that the guest is promptly informed and allowed to resolve the issue without delay.
4. Booking Converted to Enquiry (refer the above given Image):
   • If you have enabled the Convert Booking into an Enquiry When Payment Fails option, the booking will be converted into an enquiry status.
   • What does this mean?: An enquiry status means that the room is held in the system, but the booking is not confirmed until the payment is completed.
   • The room inventory will be reserved for a specific period (defined by expiry hours) to give the guest time to resolve their payment issue.
   • Example: If you have set the enquiry expiry to 24 hours, the guest has 24 hours to update their card information before the room is released for other bookings.
5. Expiry Hours for Enquiry Bookings(refer the above given Image):
   • You can configure the expiry hours for the enquiry under the Set Expiry for Enquiry Bookings section.
   • After the defined expiry time (e.g., 24 hours), if the guest does not provide updated payment information, the room will be automatically released back into inventory, making it available for other guests to book.
   • Benefit: This ensures that rooms aren’t blocked indefinitely by bookings with failed payments, allowing the property to maximize room availability.
6. Booking Remains Confirmed (refer the above given Image):
   • If the Convert Booking into Enquiry option is disabled, the booking will remain confirmed even if the payment fails.
   • The system will continue to hold the room for the guest, but the payment will still need to be resolved before check-in.
   • Benefit: This gives flexibility in managing bookings for important guests, and keeping their reservations confirmed while they work on resolving payment issues.

• By the above options, if a guest’s payment fails due to an invalid credit card in Stayflexi, the system will:
  • Automatically send an email to the guest requesting updated card details.
  • Convert the booking into an enquiry (if configured), holding the room for a specific period.
  • Allow you to set an expiry time for enquiry bookings, releasing the room if no payment is made within the time frame.
  • Keep the booking confirmed (if you choose not to convert it to an enquiry), allowing the guest time to resolve the payment issue.

This automation ensures that failed payments are handled efficiently while protecting your property’s inventory from being blocked by unconfirmed bookings.