How guest payments work
Where guest money goes: your own gateway, deposits, and refunds.
Choose how guests pay in Settings → Payments. With Stripe, Qontaktly processes the guest's card and pays the balance out to your connected Stripe account; card payments for room bookings (booking engine, guest portal or payment links) carry a 2% platform fee plus card processing. With your own local gateway (Indonesian properties typically use one with virtual accounts, e wallets, and QRIS), guests pay you directly and room bookings carry no platform fee; the money never passes through us. Bookings paid on arrival carry no platform fee either, and extras sold through the marketplace carry a 10% fee on any rail. Qontaktly charges no OTA style booking commission, and every payment is tracked on the reservation folio.
Deposits are set per property under Settings → Payments → Deposit policy. You choose any amount from 20% to 100% of the booking total. A direct reservation stays 'pending' until the deposit is paid; once the guest pays, it flips to 'confirmed' automatically. If the deposit is not paid within the hold window, the reservation releases and the dates reopen on every channel.
Guests can pay on the booking page at the moment of booking, in the guest portal afterwards, or through a payment link sent in chat; the AI concierge sends these links itself when it books a room or sells an extra in a conversation.
Refunds are issued from the reservation detail view. Open the payment, choose a full or partial refund, and it is sent back through the same gateway the guest paid with. The folio records the refund next to the original charge, so the reservation's balance always reflects reality.