Manage Reservation Payments

Quick Setup

Use Payments in the reservation modal. Most checks take under 3 minutes.

This guide helps you review balances, capture payments, and read folio details.

Item	What it shows	Where you use it
Payment Summary	Paid, pre-auth, transaction ID	Reservation cards
Folio Details	Balance due, charges, deposits, payments	Reservation modal
Capture Payment	Authorized payment capture	Reservation modal
Source	Where a folio entry came from	Folio panel

How payment collection works

• Payment rules come from Settings → Payment.
• Property currency comes from Settings → Essentials → Hotel Basic Details.
• Your hotel can collect a deposit, room payment, checkout payment, or all three.
• AVA can show checkout billing during check-out when a balance remains.
• If payment collection is off, check-in skips payment.
• The backend portal shows payment data from your gateway.
• If an evaluated payable balance stays positive, AVA can request checkout payment.
• If the PMS does not evaluate billing, AVA uses its normal summary or stored balance.
• Verified Mews rate-included products can follow a room-package waiver.
• After a Mews accommodation waiver, AVA suppresses a positive THB 0.01 rounding residual when all positive charge sections are accommodation.
• Genuine Mews extras and unclassified charges remain payable, including genuine THB 0.01 extras.
• If your property uses PMS terminal payments, AVA sends reservation pre-authorizations through the PMS terminal flow.
• Supported AVA and Opera PMS connections can apply checkout rounding to small balances.

Viewing payment information

Payment Summary on Reservation Cards

When viewing reservations in card view, each card shows:

• Paid: Total amount paid for the reservation
• Pre-auth: Pre-authorized amount, if applicable
• Transaction ID: Payment gateway reference, with a copy button

This summary appears automatically when payment data is available.

Currency shown in Payment Summary

AVA shows Paid and Pre-auth in the reservation display currency first. If that currency is missing, AVA uses the payment summary currency. If both are missing, AVA falls back to your hotel property currency.

Opera reservation cards

If you use Opera, reservation cards can show a cached balance for up to 30 seconds. Open the reservation modal for the live balance after a new payment.

Payment Stages in Command Center

When payment integration is enabled, Command Center shows payment stages in the check-in and checkout flows.

• Check-In Payment Stage: Badge in the check-in progress
• Checkout Payment Stage: Badge in the checkout progress when checkout payment is still applicable
• Badges show status indicators like pending or completed

note

Payment stages only appear when payment integration is enabled. If it is set to "DISABLE", check-in and checkout skip payment stages. Checkout payment also stays hidden after a completed no-payment or zero-balance checkout. If AVA has recorded a checkout payment attempt, the stage stays visible. Room Payment badges track check-in room-payment or pre-auth evidence only. Checkout payments do not use the Room Payment badge.

Detailed Payment Information in Reservation Modal

Click any reservation to open the reservation details modal. This view appears from:

• Check-Ins page: Click any reservation card or table row
• Checkouts page: Click any checkout card
• Stayovers page: Click any stayover card
• Calendar view: Click any reservation block
• Command Center page: Click any reservation

In Financials, review:

• Balance Due: Current outstanding balance
• Deposit Payment: Details of deposit collected
• Room Payment: Details of room charges

When the PMS returns an evaluated payable amount, Balance Due uses that amount. Otherwise, Balance Due comes from the PMS folio summary or stored snapshot. The reservation modal fetches the current balance for single reservations. If your PMS is AVA, Streamliner also syncs deposit and room payments into the folio ledger. Sync happens during payment summary, billing view, and capture flows. When AVA applies billing rules, hidden room and tax rows show as ✅. The payable amount stays numeric and controls payment when evaluated. For Opera room-package waivers, AVA waives room charge, room service charge, and room GST first. For pre-arrival Opera projections, the projected room charge and its rate-info tax are waived together. Separately posted extras and their taxes stay collectible. An explicit Opera zero balance remains authoritative over visible room, tax, or service charge lines. This remains true when a routed or settled counterpart is not visible in the guest folio. AVA trusts that zero only when the amount and currency match the normalized Opera bill. A mismatch remains unconfirmed. Opera payment reversals keep their negative sign during billing review. A payment and an equal reversal therefore net to zero in the folio and payable balance. Verified Mews rate-included products, such as bundled breakfast, can follow an accommodation waiver. Mews rate-group rules apply only to products included by the booked rate group. Products assigned to another rate group remain payable. Relative-priced charges attached to verified included products can follow that waiver. After an accommodation waiver, AVA suppresses a positive THB 0.01 residual caused by nightly service-charge rounding. This applies only when every positive charge section is accommodation. Genuine extras and unclassified charges remain payable. If AVA cannot prove the classification, it withholds the unverified amount for staff review. Compare the amount with the live Mews bill before collecting payment.

Verified payable verdict

When the PMS returns an evaluated payable verdict, AVA uses its amount and currency for room payment. If the verdict is not evaluated for another reason, AVA may keep the stored snapshot. A Mews inconclusive waiver does not use an unverified amount. Ask front-desk staff to review the complete invoice before collecting. When room payment collection is enabled, AVA can route the guest to the front desk during reservation lookup.

Furama multi-room billing

Furama stores each room as a separate PMS order. AVA combines every room's charges and payments for the stay-wide balance. Open the selected room's row or card before posting a payment or folio charge. AVA sends the write to that room's Furama order. If the room is not identified, AVA stops the operation.

You can expand Folio Details to review:

• Room Charges
• Extras
• Taxes
• Adjustments
• Deposits
• Payments

In billing summaries, Deposits and Payments appear as negative amounts. This is display only, so Balance Due stays unchanged. Invoice-backed PMS folios can also show Adjustments. These are rate changes or preservation corrections returned by the PMS. AVA includes them in the billing sections, so visible lines reconcile to the displayed balance. The adjustment amount may be net of tax, while the PMS keeps a gross audit value. Use the displayed section amount when checking the folio total. Some properties use a simplified billing summary view instead. You then see hidden room and tax rows. You also see an Extras separator. Extra items group by code. The Room Charges, Tax, and total remain visible.

The folio panel also shows the Fidelity badge, Last synced, and Source fields. Source labels are translated, not raw backend tokens. You may see AVA ledger, Invoice-backed, or a localized label. If your PMS does not support folio details, AVA keeps the snapshot balance and shows the provider reason.

Each payment record shows:

• Payment status, like "Authorized" or "Captured"
• Payment amount and currency
• Payment method, like credit card or cash
• Payment gateway name
• Gateway reference or transaction ID
• Card details, like brand and last four digits

Review rate adjustments after a manual rate change

If staff re-rate a reservation in the PMS, an earlier rate-preservation adjustment can remain. The adjustment offsets the original room rate and may no longer match the new rate. AVA now keeps that line visible under Adjustments.

1. Open the reservation's Folio Details.

2. Expand Adjustments and compare the line with the current room charges.

3. Open the reservation in your PMS and confirm the current rate and adjustment.

4. Remove the obsolete adjustment in the PMS when it no longer offsets a room charge.

5. Refresh Folio Details in AVA.

   ✓ The folio sections and Balance Due should reconcile after the PMS updates.

Do not add a second correction

Do not post a new manual discount to hide an unexplained balance. Check the PMS rate and existing adjustment first.

Payment types

The AVA backend portal tracks three types of payments:

1. Deposit Payment: Advance payment collected before or during check-in
2. Room Payment: Payment for room charges and additional services
3. Checkout Payment: Final settlement collected during check-out

Checkout billing review

When AVA opens checkout billing, you may see one of these prompts.

Prompt	What it means	What you do
Existing balance	AVA found a held or open balance	Confirm the amount and continue
Different card	The guest wants another card	Start the new payment flow
Dispute	The guest disputes the charge	Follow your hotel's dispute process

Payment return handling

If the payment page sends you back to AVA, wait for the verification message. The checkout screen may refresh before it completes.

Checkout rounding adjustment

AVA can accept a small checkout balance when your PMS supports checkout rounding. The balance must be within the configured Rounding Threshold. The adjustment posts before checkout completes.

PMS provider	What you need
AVA	Enable the adjustment. No vendor code is needed.
Opera / OHIP	Enable the adjustment and save the vendor code in Transaction Code (Rounding).
Cloudbeds, Mews, eZee, and Furama	Settle the balance in the PMS or at the front desk.

See Checkout rounding setup.

Terminal payment retries

After a terminal accepts a checkout payment, AVA starts status polling right away. If a terminal payment already completed, AVA shows the paid state right away on retry. This prevents a second charge for the same active payment.

If the payment was canceled or the payment context changed, AVA can start a new terminal flow.

Replacing a checkout card

If the guest chooses Different card, AVA starts a new checkout payment. After that payment succeeds, AVA cancels the earlier reusable checkout pre-auth at the gateway. That cancellation happens in the background, so checkout can still complete first. If the gateway callback arrives later, the old pre-auth clears after sync.

PMS terminal pre-authorizations

If your property uses PMS terminal payments, AVA sends the request through the PMS terminal flow.

• AVA resolves the payment amount locally before it sends the request.
• Legacy OPI terminal settings still work as PMS Terminal.
• Use this flow for reservation pre-authorizations and check-in payment steps.
• Checkout still uses the mapped Stripe terminal or gateway flow.

Capturing payments

If your payment gateway supports it, you can capture authorized payments in the modal:

1. Open the reservation details modal.
2. Scroll to Financials.
3. If a payment is authorized but not captured, click Capture Payment.
4. Confirm the capture action.
5. Wait for the result to update.

note

Capture is only available for authorized payments that are not yet captured.

Payment capture results

After capturing a payment, the portal shows:

• Payment captured: Yes or no
• Capture message: Details or error text from the gateway

If the result does not appear immediately, the portal polls for up to 60 seconds.

Before you collect a payment

1. Confirm the reservation balance in your PMS or guest folio.
2. Check which payment method is required for this reservation.
3. Make sure your payment gateway is connected in Settings → Payment.
4. Verify that payment integration is enabled and not set to "DISABLE".
5. If you are in checkout, review the checkout billing prompt first.

If payment is blocked

• Verify the payment gateway is connected and active.
• Confirm the hotel policy for deposits, room payment, or checkout payment.
• Check whether an evaluated payable balance remains positive after waivers.
• Collect that remaining balance through checkout when payment collection is enabled.
• Ask an admin to review Settings → Payment if needed.
• Check that the payment integration type is not set to "DISABLE".

Troubleshooting

Balance does not update after a payment

What you see: The folio balance still shows the old amount.

Fix:

1. Reopen the reservation modal.
2. Click Refresh in Folio Details.
3. Wait 10-30 seconds after capture.
4. Refresh the page if the balance still does not change.

Opera payment and reversal do not net to zero

What you see: Opera shows a payment and matching reversal, but AVA shows a positive balance.

Fix:

1. Confirm both entries belong to the same Opera folio window.
2. Confirm the payment and reversal amounts are equal and opposite in Opera.
3. Click Refresh in Folio Details.
4. Confirm the Opera Window 1 balance and currency match AVA.
5. Contact support if the amounts still differ after refresh.

Paid or Pre-auth shows a different currency than expected

What you see: Payment summary amounts show a different currency code on reservation cards.

Fix:

1. Open the reservation and confirm the reservation currency.
2. Check whether payment data includes its own currency.
3. If both are blank, review Property Currency in Settings → Essentials → Hotel Basic Details.
4. If the field is PMS-managed, update the currency in your PMS and wait for sync.
5. Refresh the page and verify the updated currency display.

Folio details are unavailable

What you see: The folio toggle is disabled, or the reservation shows a snapshot balance.

Fix:

1. Confirm your PMS supports folio details.
2. Click Refresh in the reservation details modal.
3. Keep using the snapshot balance if the provider still reports unsupported access.
4. Contact support if the provider reason looks wrong.

Balance does not match the visible folio lines

What you see: AVA shows a balance mismatch warning, or the folio total looks unexpected.

Why this happens: A PMS rate change may have left an adjustment tied to the old rate.

Fix:

1. Expand Adjustments in Folio Details.

2. Compare the adjustment with the current room charges in your PMS.

3. Remove the adjustment in the PMS if it is no longer valid.

4. Wait for the PMS update, then click Refresh in AVA.

5. Do not collect payment until the PMS and AVA totals agree.

   ✓ The visible sections should explain the displayed balance.

Mews included product needs review

What you see: A bundled Mews product needs review after a matching room-package waiver.

Why this happens: AVA could not prove the product's classification.

Fix:

1. Review the Mews rate, included products, and complete invoice.
2. Confirm the reservation matches the configured accommodation policy.
3. Refresh the reservation after Mews finishes syncing.
4. Do not collect an unverified amount.
5. Ask front-desk staff to review the complete Mews invoice.
6. Contact AVA support if the amounts still differ.

Checkout payment does not verify after return

What you see: The payment page returns, but the checkout balance still looks open.

Fix:

1. Wait a few seconds for AVA to verify the payment.
2. Check the terminal or hosted receipt.
3. Refresh the reservation or checkout screen.
4. Retry only if the payment failed.

Small checkout balance is not adjusted

What you see: A small balance remains after payment, or checkout stays blocked.

Fix:

1. Confirm the active PMS supports checkout rounding.
2. Confirm a balance policy is enabled in Settings → Check-In → Check-In Policy.
3. Confirm Enable Rounding Adjustment is on in Settings → Payment.
4. If you use Opera, confirm the vendor code is saved in Transaction Code (Rounding).
5. Refresh the reservation and check the live PMS balance.

Use the PMS or front desk when the provider does not support checkout rounding.

Old pre-auth still looks open

What you see: The earlier pre-auth still appears after the guest paid with a new card.

Fix:

1. Wait a few minutes for the gateway cancellation callback.
2. Refresh the reservation modal.
3. Contact support if the old pre-auth is still open.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The folio balance stays wrong after refresh
• ❌ Capture finishes but the modal never updates
• ❌ Source labels still show unexpected text
• ❌ The checkout billing prompt keeps looping
• ❌ AVA never verifies a checkout payment

Helpful to include:

• Reservation ID or confirmation number
• Payment time
• Screenshot of the folio panel

Related Guides

• View Reservation Details
• Reservation Details
• Check-Out