Guest payments and refunds
Understand who handles guest payments and where to ask about a refund.
Payments for a stay
The hotel or its operating organization handles guest-payment collection through its configured gateway. Guestivity’s hotelier subscription billing is separate from payment for your stay.
Refund questions
Check the cancellation and refund terms on your booking. Contact the hotel with your confirmation number if you need a refund or want to check its progress. A booking cancellation and a payment refund can have different statuses.
For hotel teams
Open the reservation in Workspace reservations to review its payment and refund history. Use only the actions available to your role. Payment gateway setup belongs to the organization, so check that context before changing it.
Never send gateway secret keys, passwords or full card details in support messages.