Hotelmente PAY: direct bookings

Hotelmente PAY gets your hotel paid for direct bookings through your own bank. It works in three steps:
- The guest books direct, on your own website, with the Cloudbeds booking engine.
- Hotelmente PAY bridges the transaction from Cloudbeds straight to your bank, starting with BAC, so the bank processes the card.
- The result comes back: an approved payment is recorded on the reservation in Cloudbeds, so its balance is up to date, and a declined one is added to the reservation in Cloudbeds as a note with the bank’s reason (and listed in Hotelmente PAY).

The result: more direct bookings, no OTA commission, and card data that never leaves the bank.

A booking on your own website pays no OTA commission, but many hotels still push guests to OTAs because collecting the payment themselves is work: asking for deposits, confirming transfers, typing each payment into Cloudbeds. Hotelmente PAY takes that work away. The guest books direct, the bank processes the card, and the payment lands on the reservation by itself, so taking direct bookings is as easy as taking OTA ones.

No. Hotelmente PAY is not a bank and not another payment gateway. The bank your hotel works with processes the card and pays the money out under your merchant agreement with it. Hotelmente PAY is the bridge between Cloudbeds and that bank, so every payment lands on the right reservation without anyone typing it by hand. Hotelmente never holds your money.

Hotelmente PAY is sold per connection, per property: your software plus your bank. The first connection is Cloudbeds + BAC, and it works with BAC’s entity in Costa Rica, Panama, Guatemala, Honduras, El Salvador and Nicaragua. You choose your connection and the country of your bank when you add Hotelmente PAY.

Hotelmente switches Hotelmente PAY on per connection and per country. The page of each connection and country on this website shows its current status, and so does My products in your account.

If it is not switched on in your country yet, an owner can join the free waitlist and fill in the whole setup in advance. Nothing is charged to you or to any guest until it is switched on and on your plan.

Create your Hotelmente account, or log in, and go to My products. Next to Hotelmente PAY, choose your connection and the country of your bank, and click Join the waitlist. It is free and only an owner of the hotel can do it.

Once you are on the waitlist, Set up now opens the setup form. An owner can click Leave waitlist at any time.

The reservations your hotel collects itself: direct bookings from your website and booking engine, and any other reservation where the hotel, not the channel, takes the payment. For those, Hotelmente PAY collects the deposit and the balance through your bank.

Not included:
- Reservations the channel collects (Cloudbeds marks them as channel collect, for example Booking.com or Expedia payments the OTA takes and pays out to you).
- Cancelled, no-show and checked-out stays.
- Cash, transfers and your front-desk card terminal.

Those follow their usual path. Hotelmente AI still shows them in Financial.

No. The guest types the card on your bank’s own secure payment page. Card numbers never pass through Hotelmente and are never stored by Hotelmente. From the bank, Hotelmente PAY only receives the result, the card brand, the last 4 digits, the authorization code and the bank’s reference.

Yes. The bank processes the cards, so your hotel needs a merchant (e-commerce) connection with it: with BAC for the Cloudbeds + BAC connection. If you already have one, say so in the setup and add your merchant (affiliate) number. The credentials BAC gives your hotel for the connection are entered by an owner in Hotelmente PAY → PAY settings; see the guide Bank credentials for Hotelmente PAY, in Keys & connections. Card fees are agreed between your hotel and the bank.

Only the payments it collects. Each approved payment is posted on its reservation’s folio with the payment method you create for it in Cloudbeds (for example “Hotelmente PAY”), with the card brand, last 4 digits and authorization in the description. A refund is added as a note on the reservation. Hotelmente never changes your reservations, rates or other payments.

Posting needs two things: the Cloudbeds payment method code in the setup, and write access to Cloudbeds, which Hotelmente switches on and your hotel approves.

Many hotels send payment requests by hand, confirm transfers one by one and type each payment into Cloudbeds. Hotelmente PAY turns that into rules you set once: how much deposit, when the balance is due, when the link goes out and how long it lasts. It works out what every upcoming reservation owes, sends the bank’s payment link, reminds the guest and records the payment on the reservation.

Independent hotels, lodges, guesthouses and boutique properties on Cloudbeds that want more direct bookings and want them paid through their own bank, with every payment recorded on its reservation automatically.

Hotelmente works with Cloudbeds, and the Cloudbeds + BAC connection is the one Hotelmente PAY offers. Using another system? Tell us from the Contact page and choose Custom solution.

Yes. Each product has its own monthly price and is added separately. All three use the same connection to Cloudbeds, so you connect once whichever products you choose.

Neither. Hotelmente PAY works on its own, and so does Hotelmente FACTURA. If you use both and tick Hotelmente PAY payments in FACTURA settings → What FACTURA invoices, each approved PAY payment gets its electronic invoice right away, and each PAY refund its credit note.

No. Hotelmente PAY can email the guest a payment receipt with the amount, card, authorization and bank reference. Electronic invoices for the tax authority are issued by Hotelmente FACTURA.

A Hotelmente PAY section with five pages:
- Overview: what is due today, this week and overdue, what was collected and what the bank has still to pay out.
- To collect: every upcoming reservation your hotel collects, with what it owes and the next step.
- Transactions: every payment and refund, downloadable as CSV.
- Statistics: approval rate, refunds, payouts, declines and a month-by-month chart.
- PAY settings: your rules, the bank connection and its credentials.

Clicking Hotelmente PAY in the menu opens an index with one square per page and a quick number each. Until your PAY settings are complete, every PAY page opens PAY settings with a step-by-step guide, and the menu shows a counter such as (4/7) next to PAY settings.

Hotelmente PAY is $45/month per connection (your software + your bank, such as Cloudbeds + BAC), per property, shown on the Hotelmente PAY page and on each connection page. The waitlist is free. Card fees are separate: they are part of your agreement with your bank.

• Everyone on the team can open the Hotelmente PAY pages.
• Owners and managers can save the setup, switch automation on or off, send, copy and cancel payment links, send reminders and refund payments.
• Only owners can enter, test or remove the bank credentials, join the waitlist or add Hotelmente PAY to the plan.
• Viewers read everything but change nothing.

Hotelmente PAY follows your subscription: when it ends, no new payment links or reminders are sent. Payments already processed stay with your bank and on the reservations in Cloudbeds, where they were recorded.

Financial in Hotelmente AI analyses every payment Cloudbeds knows about, whatever the method. Hotelmente PAY shows only the card payments it processed through the bank, with bank references, approvals, declines and payouts. They answer different questions, so their totals are not meant to match.

Yes. Hotelmente works in English and Spanish on a phone or a laptop, and guests pay the bank’s link from whatever device they have at hand. Payment emails go to guests in Spanish when they are from a Spanish-speaking country, and in English otherwise.