How Hotelmente PAY payments work

• The reservation reaches Hotelmente from Cloudbeds with the sync.
• Hotelmente PAY works out the deposit and balance from your rules, minus anything already paid.
• It asks your bank for a secure payment link for the amount due and emails it to the guest (automatically, or when someone clicks Send payment link).
• The guest pays on the bank’s page; the bank approves or declines.
• Approved: the payment is posted on the reservation in Cloudbeds, the guest can get a receipt and, if you use it, Hotelmente FACTURA issues the invoice. Declined: the attempt is listed with the bank’s reason and the amount stays open.

In Hotelmente PAY → PAY settings:
- Deposit at booking, as a percentage (30% suggested).
- Balance due, in days before arrival (7 suggested).
- Send a reminder, in days before it is due (2 suggested).
- How many hours a payment link stays valid (72 suggested).
- Whether guests get an email receipt automatically.
- Whether payment links and reminders go out automatically.

Hotelmente PAY applies them to every reservation your hotel collects.

The deposit is your percentage of the reservation total, due the day it was booked. As soon as the reservation reaches Hotelmente, the guest can get a secure payment link from your bank for that amount. If it is still unpaid after half the link’s validity, one reminder goes out. Once paid, it is posted on the reservation in Cloudbeds and shows in Hotelmente PAY as a Deposit.

The balance is what is left after the deposit, due the number of days before arrival you set. The balance link goes out the number of days before that due date set in Send a reminder, and if it is still unpaid on the due date, one reminder goes out. Collecting before arrival means less chasing at the front desk.

Yes. The deposit can be any percentage from 0 to 100. Set 0 to ask for nothing at booking and collect everything as the balance, or 100 to collect the full stay when the guest books. The balance can be due anywhere from 0 to 90 days before arrival; 0 means on the arrival day.

No. Before asking, Hotelmente PAY subtracts everything already paid: payments through Hotelmente PAY (net of refunds) and anything else Cloudbeds shows as paid on the reservation, such as cash or the front-desk terminal. If the guest already paid in full, nothing is sent.

In the setup, Send payment links and reminders automatically is No by default: nothing goes to guests until you switch it on. When it is on, Hotelmente checks about every 5 minutes and sends the deposit links, balance links and reminders your rules call for. It does not send during quiet hours (by default 9 p.m. to 8 a.m.), sends at most 3 automatic links per stay for the deposit and 3 for the balance, and only runs once your bank is connected. The To collect page shows whether automation is on, or why it is paused.

Every upcoming reservation your hotel collects, with its total, what is paid (and how much of it through PAY), what is due now and when, and a status such as Link sent, waiting for the guest or Overdue. The tiles show Due today, Due this week, Overdue and Still to collect. Filter with Needs action, Overdue, Waiting for the guest or All. Channel-collect bookings and cancellations are left out.

A secure link to your bank’s payment page for a specific amount on a specific reservation. The guest opens it on a phone or computer, pays by card on the bank’s page, and the payment is recorded on that reservation. Each stay has one open deposit or balance link at a time: a new one replaces the old.

Yes. On To collect, owners and managers can click Send payment link to email it to the guest, Send reminder, Copy link to share it by WhatsApp or any other way, or Cancel link. If the reservation has no guest email in Cloudbeds, the email cannot go out: copy the link and send it another way.

So an old link cannot be paid long after the amount or the reservation has changed. You choose how many hours a link stays valid, from 1 hour to 30 days (72 hours suggested). An expired link no longer takes payments, and a new one can be sent.

On the next check, Hotelmente PAY sees that the amount due no longer matches the open link and marks it Amount changed since the last link. A new link for the right amount replaces the old one, automatically or with Send payment link.

If Email receipts to guests automatically is Yes (the default), each guest who pays gets an email receipt with the amount, the card brand and last 4 digits, the authorization code, the bank reference and the date. The receipt confirms the payment; it is not an electronic invoice.

Every payment requested through Hotelmente PAY belongs to one reservation, so there is nothing to match by hand. Once approved, it is posted on that reservation in Cloudbeds, and Transactions shows the reservation, the bank reference and whether it is already in your PMS.

Statistics counts it under Not yet in your PMS, and the In PMS column in Transactions shows which ones. Usually the Cloudbeds payment method code is missing from the setup, or write access to Cloudbeds is not switched on yet. The payment itself is safe at the bank, and Hotelmente PAY already counts it, so the guest is not asked for it again.

Yes, as long as they are charges on the reservation in Cloudbeds: they raise what the reservation owes, and the next link covers them. A link can never ask for more than the reservation still owes.

In Transactions, owners and managers click Refund on an approved payment, enter the amount (full or partial, up to what is left) and an optional reason. The bank returns the money to the guest’s card. The refund shows as a negative amount, the guest gets a refund email if receipts are on, a note is added to the reservation in Cloudbeds and, if Hotelmente FACTURA invoices your PAY payments, a credit note is issued.

The attempt shows as Declined in Transactions, with the reason the bank gave when there is one, and the amount stays open on the reservation. Statistics groups declines by reason under Why payments were declined, so you can see whether it is one guest or a pattern, and ask the guest to try another card with a new link.

The bank pays out under your merchant agreement with it, so timing depends on that agreement. When the bank reports a payout, the payments it covers change to Settled. Hotelmente PAY shows what the bank has already paid out and what is still awaiting payout.

In the currencies you choose in Charge guests in, among those of your country (local currency and US dollars, or US dollars only where that is the local currency). If your Cloudbeds currency is not one of them, the amount is converted with Hotelmente’s daily exchange rates.

The cards your merchant agreement with the bank accepts, including cards issued abroad if your agreement covers them. Hotelmente PAY does not add or remove card brands; it shows which brands your guests used in By card.

No. Hotelmente PAY collects by payment link, on the bank’s secure page. Payments on your front-desk terminal, and cash, follow their usual path; if they are recorded in Cloudbeds, Hotelmente PAY counts them as paid and does not ask for them again.

Not what the channel collects itself: reservations Cloudbeds marks as channel collect are left out. Charging OTA virtual cards is not part of Hotelmente PAY. For OTA reservations where your hotel collects from the guest, Hotelmente PAY works as for a direct booking.

Hotelmente PAY handles card payments processed by the bank. Bank transfers and other methods stay outside Hotelmente PAY; once they are recorded in Cloudbeds, Hotelmente PAY counts them as paid.

A cancelled or no-show reservation drops out of To collect and no more links or reminders go out for it. Money already paid stays paid: if your policy calls for a refund, refund it from Transactions. Hotelmente PAY does not charge cancellation fees by itself.

An email in their language (Spanish for Spanish-speaking countries, English otherwise) with your hotel name, the arrival date, the reservation number, the amount and the bank’s secure link, valid until the date shown. The link opens the bank’s own payment page. After paying, the guest can get a receipt by email.