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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.

ItemWhat it showsWhere you use it
Payment SummaryPaid, pre-auth, transaction IDReservation cards
Folio DetailsBalance due, charges, deposits, paymentsReservation modal
Capture PaymentAuthorized payment captureReservation modal
SourceWhere a folio entry came fromFolio panel

How payment collection works​

  • Payment rules come from Settings → Payment.
  • Your hotel can collect a deposit, full payment, or both.
  • If payment collection is off, check-in skips payment.
  • The backend portal shows payment data from your gateway.
  • If a checkout bill is waived and still has a positive balance, AVA does not create a checkout payment.
  • Send the guest to the front desk for review.

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 deposit currency.

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
  • 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.

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 folio access is available, Balance Due comes from the PMS folio summary. 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.

You can expand Folio Details to review:

  • Room Charges
  • Extras
  • Taxes
  • Deposits
  • Payments

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

Payment types​

The AVA backend portal tracks two types of payments:

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

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".

If payment is blocked​

  • Verify the payment gateway is connected and active.
  • Confirm the hotel policy for deposits or full payment.
  • Check whether the checkout bill is waived and still has a positive balance.
  • Use the front desk for waived positive balances.
  • 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.

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 deposit currency in Settings → Payment.
  4. 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.

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

Helpful to include:

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