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Online Reservations

Atualizado em 4 de novembro de 2026 · 2 min de leitura · A website booking without online payment can now be confirmed at the desk.

Por enquanto, este artigo está disponível apenas em inglês.

The inbox of bookings from your website, online travel agencies and calendar feeds, with each booking's online payment status and refunds.

Online Reservations lists the bookings that came in online: from your own website, from travel agencies and from calendar feeds. It shows whether each one is paid, and lets you refund an online payment.

The Online Reservations list with totals, filters and payment status
The Online Reservations list with totals, filters and payment status

Before you begin

Where to find it

Open Hotel → Operations → Online Reservations.

Find a booking

The tiles at the top show the Total, Paid, Pending Payment, Refunded and Collected. Narrow the list with:

  • Source: Website (direct), Direct Web, Expedia, Agoda, Airbnb or iCal.
  • Payment: for example Paid, Pending, Failed or Partial refund.
  • Reservation: Tentative, Confirmed, Checked-in, Checked-out or No-show.
  • Arrival from and to, and Search by reservation number, code, guest name, email or phone.

A booking marked Paid offline has no online payment; it is settled at the front desk or by the channel.

Open a booking

Click View. The page shows the Guest, the Stay, the guest's Requests, the Amounts, each Payment transactions entry with its gateway and status, and the Folio activity. Click Open in PMS to go to the reservation itself.

An online reservation with its stay, amounts and payment transactions
An online reservation with its stay, amounts and payment transactions

Refund an online payment

  1. Open the booking and click Refund….
  2. Check Max refundable.
  3. Enter the Refund amount and an optional Reason (optional), for example Guest cancellation.
  4. Confirm the refund.

The refund goes back through the same gateway and is posted to the folio.

Common questions

A website booking is still Tentative. The guest has not paid online yet. It becomes Confirmed when the payment succeeds. If the guest will pay at the hotel, click Open in PMS, then Confirm booking.

Why is a booking missing here? Bookings made at the desk are not online bookings. Find them on Reservations.

Where are all card payments listed? On CC Transactions.