Guest payments settle directly into a payment account you own. Connect your own Stripe account in Settings → Payments, or connect your own local gateway (Indonesian properties typically use a gateway with virtual accounts, e wallets, and QRIS). Qontaktly creates the charges and tracks them on the reservation folio; the money never passes through us. Direct bookings carry a 2% commission, which is settled automatically.
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.