Payment Automation

Payment Automation is a module integrated into the CiaoBooking PMS system, designed to optimise and automate the entire payment lifecycle, from the confirmation date to the check-in date.

STAGE 1: INITIAL ACTIVATION AND CONFIGURATION

Before you can use Payment Automation, it must be activated and configured within your CiaoBooking account.

  1. Go to Settings -> Companies. Click on SETTINGS for the company to which you want to activate Payment Automation, then select "CONFIGURE" on the "Booking Payment Providers" card.
  2. On this screen, at the top, you will find the "Payment Automation" option with an initial status of "inactive".
  3. Click the "Configure" button next to "Payment Automation".
  4. Connection to Stripe (KYC): To start accepting payments, you need to complete the identity verification procedure for your company through Stripe. Follow the on-screen information to complete the Activation procedure. Some details will be automatically filled in based on the information already present in CiaoBooking.

 

STAGE 2: CONFIGURATION OF GENERAL PAYMENT AUTOMATION SETTINGS

Once activation through the connection to Stripe is complete, you need to configure the general settings to define how Payment Automation will handle reservations payments.

You should then find yourself in front of a screen similar to: 



Let's take a closer look at the different options you can configure:

  • Reservation Source excluded:
    • This dropdown field allows you to select specific OTA channels that you want to exclude from Payment Automation. Airbnb, your booking engine, and virtual credit cards are already excluded from the list of sources. We will explain how below. 
      ⚠️ It is advisable to select booking.com if booking.com itself manages payments via bank transfer to your current account.
    • Select from the list the OTAs to exclude. For example, you may want to exclude OTAs that manage the reservations payments independently or require a different flow.
  • Handle deposit payment requests on booking confirmation:
    • By checking this box, the system will automatically request a deposit payment as soon as a reservation is confirmed. The amount of the deposit will be based on the settings of the rate plan linked to the reservation. You can see how to create rate plans and similarly how to modify those already active by clicking here.
  • Send payment request on Reservation confirmation:
    • By enabling this option, the system will send the payment request immediately after the reservation confirmation, even for refundable reservations. Conversely, if this option is left disabled, non-refundable reservations will still immediately receive the payment request email upon reservation creation, while refundable reservations will only receive it after the refund deadline has passed.

      Click the "Discover sending rules" button for more information on when the system will send payment requests to your customers. 
    • Receive a confirmation e-mail whenever you cash in a new planned payment:
      • If you activate this option, you will receive an email notification every time a scheduled payment (such as a deposit or balance) is successfully collected by the system. This will help you keep track of collections in real-time.

 

⚠️ REMEMBER TO SAVE

After you have made all the desired configurations, click the "SAVE" button at the top right to make the changes effective

❌ If you click the X at the top right, you will have to repeat the procedure from the beginning!

 

STAGE 3: USING PAYMENT AUTOMATION

Once activated and configured, Payment Automation will manage payments automatically or on a scheduled basis depending on the rules set and the type of reservation.

1. Logic applied based on the reservation type:

  • Direct Reservations:
    ⚠️ EXCEPT WHEN CREATING THE "PAYMENT METHOD" FIELD SELECTED IS NOT "CASH", "BANK TRANSFER" OR "UNPON ARRIVAL"
    • Non-Refundable: The system will request payment immediately at the time of reservation confirmation. If the customer does not complete the payment, automatic reminders will be sent until the expiration or cancellation of the reservation.
    • Refundable: The system will schedule the payment request for the day the reservation becomes non-refundable. In case of non-payment, automatic reminders will be sent.
    • Split Payment: If configured in the PMS, the system can handle payments split into multiple transactions or phases.
  • Reservation from OTAs (Online Travel Agencies):
    • Automation is active by default, unless the specific channel has been excluded in the settings.
    • Standard OTA: The same logic of refundability applies as for direct reservations (upfront charge for non-refundable, scheduled for refundable). Booking.com email aliases are compatible, but you may also need to add the domain pay.ciaobooking.com in the security settings of booking.com messages by following these steps:
      • Log into your group account on the extranet.
      • On the homepage, select a property.
      • Click on "Property" and then on "Message Preferences".
      • Click on "Security Settings".
      • Complete two-factor authentication.
      • Click on "Add link" and enter these URLs (even without the initial "https://"):
      • pay.ciaobooking.com
      • Click on "Add domain".
      • To apply the same settings to all properties in your account, click on "Apply to all properties".
      • Check the approved domains and click on "Apply to all properties" in the window that will appear.
    • OTA with Virtual Card (VC): The system will automatically charge the virtual card as soon as it becomes active, without requiring any manual intervention from the property.
  • Booking Engine:
    • When the guest books through your booking engine, the system will use the credit/debit card as a guarantee, but a pre-authorisation for future charges is made immediately. 
      This authorisation ensures:
      1. That the credit/debit card number is real.
      2. Disposable virtual cards are not accepted.
      3. Future charges have already been authorised by the customer, thus avoiding any disputes.
    • Non-Refundable: Payment is collected immediately after reservation confirmation, thanks to the pre-authorisation at the time of reservation confirmation.
    • Refundable: A scheduled charge is set for the date when the reservation becomes non-refundable. If the charge on the same card fails (such as in the case of insufficient funds), the system will automatically revert to the option of sending a payment link just like for direct reservations or from OTAs. 

2. "Payments" tab:

Once a reservation is created, you can view and manage the related payments in the "Payments" section of the reservation detail screen.


Here you will see:

  • Payments: Details of any payments already made or collected. The system will show "Payment Automation" as the source if the payment has been managed by the module.
    In this section, you can continue to manage payments in the traditional way. 

  • Upcoming payments: A list of payments that the system will automate in the future, with the respective scheduled sending dates, status (e.g. Scheduled), amount, and available actions (edit, copy payment link, delete).

    🔎Available actions on each scheduled payment: 

    1. Check scheduled payment notifications: By clicking on the eye-shaped icon, you can see the dates on which payment requests will be sent to the customer.


       
    2. By clicking on the three dots on the right, you can also:
      1. Mark as paid: If a payment has been made manually or with a method not managed by automation, you can mark it as paid. This will immediately generate a payment in the "Payments/Collections" section and will not send further payment requests via email.
      2. Copy payment link: Copy a payment link, the same one your customer will find in the scheduled or already sent automated emails. You can use the link to preview the payment screen or send it directly to your customer via other channels like a personalised email or for example via WhatsApp or another channel.
      3. Delete: Cancel a scheduled payment request.

    ➕ Create a customised payment request: 

    1. Click on "+ADD"
    2. name the payment and fill in the amount
    3. click on CREATE. 

    ⚠️The customer receives an email with the payment request IMMEDIATELY showing the "Name" and the Requested Amount. 

    For these customised payment requests as well, all the options listed above are available.

FREQUENTLY ASKED QUESTIONS (FAQ)

  • How much does Payment Automation cost?
    Payment Automation is a free service. Only standard transaction fees will apply, which vary based on the payment method used.
  • What are the timelines for receiving funds?
    Funds from transactions are transferred to your bank account weekly. Once the transfer is made, it usually takes a few working days for the funds to be actually available in your current account, depending on your bank's timings.
  • Is there a risk of disputes over payments?
    No, the system uses 3DS transactions to significantly reduce the risk of disputes. Charges on virtual cards are exempt from disputes.

 

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