If there are no changes that need to be made to the reservation, then you're ready to take a payment for your vacation rental. Be sure that you have signed up for a Stripe account and connected it to your property.
Whether you use OneRooftop on your desktop, smartphone, or tablet, you can manage all aspects of your reservations, including taking payment.
When your property is set up to require booking approval, you must choose whether to accept or decline reservation requests. To change this setting, go to Property > Rates > Payment Schedule.
1. After a guest submits payment information for booking one of your properties, their reservation status will appear as "Pending Approval" in your Admin.
2. Go to Reservations on the left-hand navigation and click the pencil next to the pending reservation.
3. The top section will show the amount pending.
- Click "Accept" to move forward with the reservation. This will change the reservation status to "Booked" and process the guests credit card for the amount shown.
- Click "Decline" to turn down the reservation request. The guests credit card will not be charged, and the status will change to "inquiry" automatically.
4. The guest will receive an email notifying them if the request was accepted or declined. You can enable/disable these automated message templates in your property settings under Messaging. Learn more here.
The amount that is pending is the amount the guest agreed to pay when signing your rental agreement. If you add a discount or additional payments, this will not affect the amount pending. If you adjust the reservation, you will need to decline the payment and send back an updated invoice.
Use this payment option for taking a credit card over the phone.
1. Open the reservation you wish to add payment to.
2. Click the green "Actions" button and select "Take Payment."
3. Select "New Card" from the Payment Method drop-down menu
4. Fill in the required fields and click "Charge Card."
Do not enter the $ sign, comma or any punctuation other than a decimal point in the amount field. If you do, the charge will not process.
The reservation status must be Booked in order to charge a new credit card.
Occasionally, a credit card is unable to process and will appear as DECLINED in red. Usually this is due to insufficient funds, or the bank does not recognize the processor. In this case, the guest will need to contact their bank or credit card company to clear the charge, and you can try running the card again.
Booking notifications are not sent to guests automatically when adding manual payment. Learn how to send the guest an email with an updated receipt here.
If you have already taken payment, either through an online booking request or manually adding a credit card, you can access the credit card to process additional payment.
This is helpful if your guest misses the deadline to pay the balance on the reservation.
1. Open the reservation you wish to add payment to.
2. Click the green "Actions "button and select "Take Payment."
3. The payment method will default to the card on file. If there are multiple cards on file for this reservation, click to select the one you wish to charge.
4. The Amount field will auto-populate with the amount due. Make any changes if necessary and click Charge Card.
Updated invoices are not sent to guests automatically when adding manual payment. Learn how to send the guest an email with an updated receipt here.
If you have taken payment for a reservation outside of OneRooftop (VRBO, PayPal, personal check, etc.), you can take note of this in the reservation.
1. Click the Actions button and select "Take Payment."
2. Choose "Mark Outside Payment" from the drop-down menu.
3. Enter the amount (Do not use currency symbol or comma in space provided).
4. Choose whether or not to generate an updated receipt.
5. Mark is paid: choose whether or not to apply this payment to the current payment schedule.
6. Make an optional note (Example: Payment source).
7. Click "Mark" to add credit to the reservation.
The reservation status must be Booked in order to add credit.
Booking notifications are not sent to guests automatically when adding manual payment. Learn how to send the guest an email with an updated receipt here.
You can delete manual credit on the Rates & Fees tab. Scroll down to the Payments section, click on the green amount to the right and click Delete.
Payments are going into a previously-connected Stripe account
If a guest made their deposit when the property was connected to a different Stripe account, the reservation must be reloaded with the updated account/property details in order for the next payment to go into the new account. Follow these steps to reload the reservation:
1. Click Rates & Fees
2. Click the three stacked dots on the righthand side of the "Accommodations" section
3. Choose "Reload from Property." Warning! this will remove any pricing customizations, including discounts, so you'll need to re-add them after.
4. Confirm the reload.
The reservation will now be associated with the updated Stripe account so you can go ahead and process the next payment.
There was an error and no charge has been made: Please contact WebChalet for assistance. ("Unable to tokenize card.")
This issue is specifically related to users connected to Braintree. The gateway is down or otherwise unavailable, so try again later, and if the issue persists, you may need to take a different form of payment. **Please note that we only support accounts previously connected to Braintree. Stripe is the only payment processing option for all other users**
"type":invalid_request_error","code":"testmode_charges_only" / "Your account cannot currently make live charges"
Log into Stripe and disable test mode. OneRooftop does not support payments with test mode enabled.
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