Help & FAQs for owners

Problems with payments

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 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 using the following filters:

• Payment not received
• Pending payment

Recording problems

We have a spreadsheet to monitor specific issues with payments, which will help us identify where problems occur, and what can be done to fix the issue.

Visit our Help for Owners section to find out a range of useful info for property owners.