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 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.
• If your property uses PMS terminal payments, AVA sends reservation pre-authorizations through the PMS terminal flow.

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.

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. When AVA applies billing rules, hidden room and tax rows show as ✅. The payable amount stays numeric.

You can expand Folio Details to review:

• Room Charges
• Extras
• Taxes
• Deposits
• Payments

In billing summaries, Deposits and Payments appear as negative amounts. This is display only, so Balance Due stays unchanged. 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

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.

Terminal payment retries

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.

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 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.

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.

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.

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