Wix Hotels by HotelRunner: Managing Reservation Payments
When a guest books a room on your site, the reservation appears right away while the payment is being processed. From your dashboard, you can choose how long to wait for payment confirmation and check the payment status of each reservation.
Before you begin:
Make sure you've connected at least one payment method. Learn more about setting up your payment methods.
Setting the waiting time for payment confirmation
Set how long a reservation stays open while the payment is being processed. You can choose between 5 and 60 minutes. If the payment is not confirmed in time, the reservation is canceled automatically.
To set the waiting time:
Go to Property Settings in your site's dashboard.
Click Manage General Settings next to General settings.
Click the Cancellation timeout dropdown under Failed payment handling.
Select how long the reservation stays open while the payment is being processed.
Notes:
If you do not select a waiting time, the reservation stays open for 60 minutes by default.
Longer waiting times are not available because your rooms stay unavailable while the payment is being processed.
Checking a reservation's payment status
Check a reservation's payment status to see whether the payment is still being processed, failed, or completed successfully.
To check a reservation's payment status:
Go to Reservations in your site's dashboard.
Click Edit next to the relevant reservation.
Check the payment status on the Payments section:
Payment Pending: The payment is still being processed.
Payment Failed: The payment was not completed in time, and the reservation was canceled.
Paid: The payment was completed and the reservation is confirmed.
FAQs
Click a question below to learn more about reservation payments.
How does a reservation appear before the payment is confirmed?
The reservation appears in your dashboard as soon as the guest books a room, even if the payment is still being processed.
While the payment is being processed:
Your guest sees a message that the payment is being processed.
You and your guest both receive a 'Reservation Information' email showing that the payment is pending.
What happens if the payment is successful?
If the payment is successful:
Your guest receives a confirmation email.
The payment warning is removed from the reservation summary.
The reservation status changes to 'Paid'.
What happens if the payment fails?
If the payment is not confirmed in time:
You and your guest both receive a 'Reservation Canceled' email.
The reservation shows the 'Payment Failed' badge.
Why can't I mark a reservation as 'Paid'?
The Mark as paid option is disabled while the reservation status is 'Payment Pending'.
Do I need an upgraded site to accept reservation payments?
Yes. You need to upgrade your site to a plan that supports payments before guests can book and pay online.
I did not receive the reservation emails. Where can I find them?
Reservation emails are sent from noreply@hotelrunner.com. Check your spam or junk folder, and add this address to your safe senders list.
What happens after a guest books?
After a guest completes a booking, they see a confirmation page with their reservation details, including their stay dates, price breakdown, and reservation number.
The guest also receives a confirmation email with their booking details. You receive a reservation notification email at the address set in your property settings.
You can view the booking in your reservations, including the guest’s details, payment status, and any special requests they added during checkout.