Help & FAQs for owners
Problems with payments
We work with Stripe, a reliable payment gateway through whom we process all guest payments. However, sometimes there can be issues with payments made via Bookster.
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. 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 deadine to make the payment, after which the booking will be cancelled if no payment has been received.