VRBO Reservations with Failed Payments
When a payment for a VRBO reservation fails, I would like the option to not allow the reservation to get confirmed. We deal with VRBO payments failing everyday and it becomes a very manual process of following up with the guest to make sure we receive the payment. Would prefer the booking not go through, the same way it does not for payments that fail with Direct Website bookings. VRBO has said that Hostaway would need to do the following to solve this issue:
"We want to ‘couple’ the payment and the booking so that when a payment fails, the booking also fails” Currently they are “decoupling” the payment from the booking,
-
Agreed, this needs to updated asap!
0 -
Has this been addressed? This is frustrating. When we reach out to the guest, they say there was a VRBO charge on their card. We try to explain that it is the VRBO service fee.....which is confusing to the guests. Many times we just ask them to cancel the booking and then rebook through airbnb or our website.
0 -
No, this has not been fixed. I spoke with my VRBO rep and they said there is a way to fix this, but it's something Hostaway would need to fix on their end. I would recommend you also sending Support@hostaway.com an email about this.
0 -
ok thank you. I sent a request. I am glad i found this thread. We are just property owners and not managers, so it does not happen too often, but the % is high for VRBO bookings.
When I call hostaway to ask them about this they seem to place blame on the customer entering the card in wrong....which that may be the case. However, it seems like their card gets approved through VRBO's processing system or it would not have been booked in the first place.
I actually just spoke to Stripe on this most recent issue and they told me it seemed like it was an error in integration from Hostaway to Stripe....who knows.
I've booked my property through VRBO as a test and I was charged twice. Once for the VRBO service fee, once for our portion with the name we provided through Stripe. I am assuming this is how it looks like for every customer....unless I am missing something. I just know if I was a customer and i had someone reaching out to me asking for my card again, i would think it was spam and just not provide it.
0 -
Often times there is not enough funds on a guest card, which iswhy the VRBO processing fee goes through but the main payment for the reservation fails. In our situation, we do not want the reservation to process unless our payment goes through. We deal with this daily and it has become a very tedious process to keep up with.
0 -
This would be a great update. People are used to having to re-process an entire purchase if there is an issue with their card going through. They are not used to having the merchant reach out and tell them they have an order but we need the credit card again.
0
Please sign in to leave a comment.
Comments
6 comments