Charging, refunding and releasing

All of this happens inside the booking. Open it from the book and the payment section shows what is held and what you can do with it.

Charging a no-show

Mark the booking No-show. If you hold a card for a no-show fee, you are asked to confirm before anything is charged — the dialog names the guest and the amount, because this is the one action in the product that takes money from someone who is not standing in front of you.

You are never forced to charge. Marking the no-show and declining the fee is a perfectly normal outcome, and the table is freed either way.

Refunding a deposit

Prepaid deposits can be refunded from the same payment section. Use it when a guest cancels inside your terms, when you have decided to be generous, or when a table falls through on your side.

The money goes back the way it came, which takes a few days to appear on the guest's statement. Tell them that when you do it — most “my refund has not arrived” calls are simply the bank being slow.

Releasing a hold

A saved card you have decided not to charge can be released. Do it when a guest cancels properly, when they turned up and the booking is finished, or whenever you have concluded the matter.

Releasing is tidiness rather than obligation — but it is the difference between a guest who feels dealt with and one who wonders for a fortnight whether you are going to charge them.

Everything you charge, refund and release rolls up under Reports as Held, Charged and Refunded, so the month can be reconciled without going through bookings one by one.