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.
• Pre-arrival can collect enabled room or deposit payments through supported online gateways.
• Pre-arrival uses live room and deposit amounts before payment generation.
• Pre-arrival can combine selected eligible rooms into one online payment quote.
• AVA rechecks each selected room when it creates the payment.
• Pre-arrival payment generation accepts online payments only.
• Existing paid states remain complete, so AVA does not request duplicate payment.
• 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.
• Pre-arrival does not use terminal or cash payment methods.
• QR and terminal payment generation is rejected for Pre-arrival.
• Pre-arrival consolidated quotes use the selected rooms and current room or deposit amounts.
• Deposit billing follows your configured Detailed or Simplified billing view.
• Supported AVA and Opera PMS connections can apply checkout rounding to small balances.

Retry-safe folio updates

When AVA writes an externally captured deposit or room payment, it checks PMS support first. AVA PMS uses a unique entry key for these writes. If the same write repeats, the key prevents a duplicate folio entry. Other PMS connections can still post supported payments, but do not provide this guarantee.

For direct-sale PMS payments, AVA separates payment preparation from the PMS write. If preparation fails before dispatch, a later paid notification can recover the posting. If the PMS request was dispatched or timed out, AVA protects the payment from duplicate posting. Do not submit the payment again when the result is uncertain. Ask support to reconcile the PMS payment first.

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. This sync uses retry-safe keyed writes for AVA PMS reservations. Other PMS connections do not receive this folio-entry retry guarantee. 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. Prepaid deposits appear under Payments as credits. They no longer appear as incidental holds. The credit explains how an earlier payment reduces the amount due. The amount already collected does not change. Requested incidental holds appear separately as positive amounts. They show the hold requested for the current payment flow. They do not include prepaid credits. 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.

Reconcile prepaid credits and requested holds

Use the payment sections to explain the difference between charges and the amount due.

Section	What you see	How it affects the review
Payments	Prepaid deposits and earlier payments as credits	Reduces the amount still due
Incidental holds	The current requested hold as a positive amount	Shows the amount requested now
Refunds or reversals	Credits offset against earlier payments	Keeps the net payment impact accurate

In a simplified summary, AVA uses the available payment totals when detailed rows are unavailable. It excludes incidental holds from that fallback total. An explicit live zero remains authoritative, even when an older snapshot shows a balance. Refresh the reservation before collecting payment when the sections do not reconcile.

Collection policy is unchanged

The billing review explains the requested hold. It does not change your configured deposit or combined collection policy.

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

Collect payment during Assisted Check-In

Quick Check

Staff choose the deposit, room payment, or both before the guest pays. The payment request takes about 2 minutes when the gateway or reader is ready.

ACI payment collection is decided separately for each room. Staff can request the deposit, the room payment, or both. Both items are selected by default when the room has payment due. Cleared items are not required for that room.

Room payment and deposit are separate

AVA marks Room Payment and Deposit complete independently. Paying the room balance does not mark an unpaid deposit as paid. Select and complete both items when your hotel requires both payments.

ACI setup	Staff action	Guest experience
One device	Select Check-in, then choose payment items and a terminal	The device returns to staff, then the guest pays
Two devices	Send the PAYMENT step to the guest tablet	The guest pays on the tablet, then continues the assigned steps

Request payment on one-device ACI

1. Open the room in the ACI Room List.

2. Select Check-in.

3. When AVA returns the device to staff, choose Deposit, Room Payment, or both.

4. Select the terminal when more than one active hotel terminal is available.

5. Hand the device back to the guest.

6. Let the guest complete payment.

   ✓ AVA continues the existing check-in flow after the requested items are paid.

Rooms without payment due continue directly through check-in.

Request payment on two-device ACI

1. Open the room in the ACI Room List.
2. Select the payment items for that room.
3. Select Send to guest tablet.
4. Ask the guest to complete the PAYMENT step on the tablet.
5. Continue when the tablet reports that every requested item is paid.

If you send no payment items, AVA skips payment for that room. An online payment stays required after its QR code opens. Do not use Skip while an online payment or card-reader payment remains active.

When ACI payments are disabled

When Let assisted check-in staff collect payments is off, AVA skips ACI payment requests. The room continues directly through check-in, even when a balance is due. This setting does not change Self Check-In or Pre-arrival payments.

Choose the guest payment method

When the hotel has both an online gateway and a card reader, the guest sees two choices.

• Pay online shows a QR code.
• Pay with Card Reader starts the terminal selected by staff.

On a guest tablet, online payment uses the QR code only. The guest cannot return to the room list through Pay on This Device. If the guest completes the QR payment on another device, AVA resumes the payment step after confirmation.

Choose an ACI card reader

ACI staff can select any active terminal in the hotel's configured terminal inventory. The kiosk's own terminal appears first and is selected by default. The terminal can belong to another kiosk.

The terminal list may show Online or Offline when status is available. Some terminal types cannot report status, but remain selectable. On a single-terminal kiosk, AVA can skip the terminal picker.

Check the terminal before handing over the device

Confirm the selected terminal is at the front desk and ready for the guest. Selecting a terminal does not guarantee that its vendor reports live status.

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.

Use an existing pre-arrival hold

AVA can reuse a pre-arrival pre-authorization during checkout. The hold can cover the full live balance or only part of it.

What you see	What AVA does	What you do
Use Existing Balance and the hold is slightly short	Captures the hold, posts the rounding adjustment, and settles the remaining cents	Confirm the existing balance
Use Existing Balance and the hold is more short	Captures the hold, then requests only the remaining balance	Confirm the hold, then collect the remainder
Capture is processing	Blocks another checkout payment temporarily	Wait for AVA to confirm the capture is posted
Capture fails	Removes the hold from checkout choices	Use Different card or collect payment at the front desk

AVA offers the slightly-short hold only when checkout rounding is enabled and supported by your PMS. The rounding adjustment must be within your saved Rounding Threshold. AVA captures no more than the authorized hold amount.

Do not submit another payment while capture is processing

Wait for the existing hold to finish posting to the folio. Submitting another payment too early can be refused while AVA verifies the capture.

1. Select Use Existing Balance.
2. Read the confirmation message.
3. Confirm the capture.
4. Wait for AVA to refresh the live balance.
5. If a balance remains, collect only the amount AVA requests.

✓ Checkout continues after the capture is posted and the live folio is settled.

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.

For Opera, AVA uses a stored card only when the payment row clearly belongs to guest Window 1. If Opera returns an ambiguous row or a row from another window, AVA rejects stored authorization. Enter a new card or ask your Opera administrator to correct the payment-window data.

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

ACI payment request does not appear

What you see: Check-in continues without a payment request, or the guest tablet has no PAYMENT step.

Fix:

1. Confirm the room has a deposit or room balance due.

2. For one-device ACI, select Check-in from the room card again.

3. For two-device ACI, select the payment items before Send to guest tablet.

4. Confirm payment collection is enabled in Settings → Payment.

5. Refresh the ACI room list and retry once.

   ✓ Rooms with no payment due continue without a payment request.

ACI terminal cannot be used

What you see: The selected card reader is unavailable, or payment does not start.

Fix:

1. Confirm the reader is powered on and at the front desk.
2. Check the terminal list for Online or Offline status.
3. Try another active hotel terminal when available.
4. Confirm the terminal is configured under Settings → Payment.
5. Retry only after AVA shows a new payment attempt.

Some terminal types do not report status in AVA. They remain selectable when the hotel has configured them.

Deposit still shows Pay after room payment

What you see: The room payment succeeds, but Deposit still shows Pay.

Why this happens: AVA tracks room payment and deposit completion separately. The room payment does not collect the deposit.

Fix:

1. Confirm the deposit is required for this reservation.

2. Select Deposit in the payment step.

3. Complete the deposit payment.

4. Refresh the room or reservation if the status does not update.

   ✓ Deposit changes to complete only after the deposit payment succeeds.

ACI asks for payment after you turned it off

What you see: ACI still shows a payment request after you disabled staff payment collection.

Fix:

1. Confirm Let assisted check-in staff collect payments is off.

2. Save the setting again under Settings → Check-In → Check-In Policy → Kiosk & payments.

3. Reload the kiosk or return to its Welcome page.

4. Start a new ACI journey.

   ✓ New ACI journeys should skip payment.

An already-open payment can finish, or staff can skip it. If staff resend a payment step after the setting changes, AVA rejects the request.

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.

Existing balance is still processing

What you see: AVA says the existing balance is still being processed.

Fix:

1. Wait a moment for the capture to post to the PMS folio.
2. Select Use Existing Balance again to check the same capture.
3. Do not choose another payment while the capture remains pending.
4. Contact the front desk if the message continues after the capture timeout.

Existing balance is no longer offered

What you see: A pre-arrival hold is no longer available after capture failed.

Fix:

1. Confirm the current live balance in the PMS.
2. Select Different card when AVA offers it.
3. Collect the live balance at the front desk if another card is unavailable.
4. Do not retry the failed hold.

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.

Opera stored-card authorization is rejected

What you see: AVA does not authorize a stored Opera card.

Why this happens: Opera returned no single unambiguous payment row in guest Window 1. AVA does not select a card from another payment window.

Fix:

1. Ask your Opera administrator to review the reservation's payment rows.
2. Confirm the intended card belongs to guest Window 1.
3. Remove duplicate or ambiguous stored-card rows when appropriate.
4. Retry with a new card after the payment data is corrected.

Opera refuses a cross-room payment

What you see: AVA refuses payment because the selected confirmation does not own the reservation.

Why this happens: Linked Opera rooms can use separate reservations under one booking. AVA checks the room's own confirmation before posting the payment.

Fix:

1. Do not retry the payment immediately.

2. Confirm the room and confirmation number in AVA.

3. Open that reservation in Opera.

4. Verify the room and confirmation belong together.

5. Refresh Folio Details in AVA.

6. Retry only after Opera shows the matching reservation.

   ✓ The payment should post to the selected room's folio.

If Opera shows a payment despite the refusal, stop collecting payment. Ask your front desk manager to reconcile the folio before retrying.

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