How to send a custom payment request for the reservation?

Open the reservation, either from the Reservations page or from the reservation details panel on the right of the guest’s message thread. Click Send a payment request. You will find it in the Actions card, and also in the suggestion card at the top of the reservation when there is a balance to collect.

If you cannot see it anywhere, you have no payment processor connected - connect Stripe, Square or PayPal under Connected payments, and the button appears.

The box that opens is headed Send a payment request to [guest name] and has two tabs. Click the second tab, Custom charge.

What is this charge for?

• Extra service / fee - a side charge such as a pet fee or a damage deposit. It does not change the booking balance.

• Partial balance payment - a custom amount taken off the booking balance. It reduces the balance and shrinks the next scheduled charge.

How should we collect it?

For an extra service or fee, choose:

• Charge now - the money is collected immediately.

• Hold only - the guest’s card is authorised but not charged. You capture it later, or it is released automatically when the hold expires.

A hold is not available for a partial balance payment, because a hold collects nothing.

How long a hold lasts depends on your payment processor, and the box tells you the exact number of days for your account: Stripe 7 days, Square 6 days, PayPal 29 days. You must capture it within that window or it is released automatically.

Finish and send

Type a short description in the box below (for example “Pet fee for 2 dogs” or “Golf cart security deposit”), enter the Amount, and click the button at the bottom - it reads Send extra charge request, Send hold request or Send partial balance request depending on what you chose.

The guest gets a payment link. Until they pay it, the charge shows under Pending extra charges in the reservation’s Payment Status card, where you can cancel it.