How is the guest’s card charged? Is it based on the cancellation policy set in Stayflexi?

Yes, the guest’s card is charged based on the cancellation policy that you have configured in Stayflexi. The system automates the payment process, taking into account the specific terms of your cancellation policy, which determines how and when the guest is charged. Below is a step-by-step explanation of how the guest’s card is charged and how the cancellation policy influences this process.

1. Set Up Cancellation Policy:
   • In Stayflexi, you can set up different cancellation policies (e.g., non-refundable, partially refundable) for your property through Property configuration.
   • Non-refundable policy: The entire booking amount will be charged upfront after the booking is confirmed.
   • Partially refundable policy: The system will process the payment based on the refundable time period you have set.
   • Example:
     • Non-refundable: Guests are charged immediately and cannot get a refund if they cancel.
     • Refundable up to 48 hours before check-in: Guests are charged after the refundable period expires (48 hours before check-in).
2. Guest Makes a Booking:
   • When the guest makes a booking through your property, Stayflexi’s system attempts to charge the guest’s card according to the payment automation settings and the specific cancellation policy applied to the booking.
3. Charging the Guest’s Card Based on Cancellation Policy
   • Depending on the cancellation policy configured:
     • For Non-Refundable Policies:
       • The system will automatically charge the full amount immediately after booking confirmation.
       • Since the booking is non-refundable, the guest won’t be able to cancel for a refund.
       • This helps ensure that you secure payment for the room regardless of any cancellation requests from the guest.
     • For Partially or Fully Refundable Policies:
       • If you have set a refundable window (e.g., cancel within 48 hours before check-in), the system does not charge the guest’s card immediately.
       • Instead, the card will be charged after the refundable window expires.
       • For example, if the guest cancels within the allowable window, they won’t be charged, but if they cancel after the window, the card will be charged as per the policy.
     • Example:
       • If the cancellation policy allows free cancellation up to 48 hours before check-in, the system will automatically charge the guest’s card 48 hours before the check-in time.
       • If the guest cancels before that time, no charge is made.
4. Handling Failed Charges:
   • In cases where the guest’s card is invalid or the payment fails, Stayflexi’s automated email system will notify the guest and request updated card information.
   • If the payment cannot be processed, the booking can be converted to an Enquiry booking (based on your configuration), and the room inventory will be held for a specific period until the issue is resolved.
5. After Cancellation Window Expires:
   • If the guest’s booking falls under a refundable policy and the cancellation window expires without cancellation, the system will automatically charge the guest’s card according to the policy.
   • If you enable Payment Automation, this entire process happens automatically without manual intervention.
6. Tracking Charges:
   • All charges (whether automated or manual) can be tracked and reviewed in Stayflexi’s dashboard, allowing property managers to monitor payments for each booking.