Help & FAQs for owners

Problems with payments

We work with Stripe, a reliable payment gateway through which we process all guest payments. However, sometimes there can be issues with payments made via Bookster.

Booking status

It's possible to have payment failures for bookings on the system, and instead of confirmed/cancelled/etc. the booking will show as one of the following:

• Payment not received: No payment was received at the time of booking, so the booking isn't officially made and no dates are blocked off. This often occurs because of 3D secure authentication failures.
• Pending payment: Availability has been blocked off, but there are no payments against the booking (usually a manual booking).

Monitoring these bookings

It's important that these bookings are monitored daily. The Bookster system will send you an email when a balance payment is overdue, including for bookings where a deposit payment has not been made upon booking.

You can also use the following filters:

• Payment not received
• Pending payment

For properties managed directly by Reserve Apartments, our admin team will chase guests for payments when we receive a Balance Overdue email. This will include a deadline to make the payment, after which the booking will be cancelled if no payment has been received.

Visit our Help for Owners section to find out a range of useful info for property owners or head to our homepage to see how we can work with you.