From time to time, a glitch can happen and the payment doesn’t reach its destination - the folio. This is, however, very rare.
What happens more often is that we try to authenticate the card, but there are insufficient funds and in this case, the reservation is usually cancelled straight away or it doesn’t even reach our system.
However, if you have an active reservation in front of you and a guest who claims they have paid, please check the OTA first and whether this could have been a Virtual Card payment (BDC/EXP, and always: AGO).
If this is the case:
Post VCCXX (virtual card payment) and continue the check-in as if you took the payment (enter passport details, take key deposit, offer breakfast, check in in the system, do an excellent check in speech and point the guest to their room).
If this is not the case:
Ask the guest to send you the screenshot of the payment from their banking app/statement.
Then forward* it to:
*You can also reassign this ticket to Reservations Team or Tea on Zendesk.
In any case:
DO NOT check the person in unless you have heard back from us, instead, please take the payment over desk, and if there was an online payment we could locate and confirm as successful, we will refund it asap.
Never check someone in without making sure the payment was taken or taking the payment yourself.
💰 Can’t pay, can’t stay!