⚠️ Important: ## How do I report a payment issue and charge a guest before check-in? To charge a guest before check-in, your property's terms and conditions must be visible to the guest at the time of booking. If a guest has not paid, use the **"Report Payment Issue"** option in Hostelworld to trigger an automatic payment request email. If the guest does not pay within 24 hours, you may request a cancellation through Hostelworld support. To be able to charge before check-in, your property’s terms and conditions must be available to the guest at the time of booking.
📌 Make sure all conditions are clear and consistent on your profile (including deadlines and payment methods), translated into all the languages you use.
How do I report a payment issue step by step?
-
Access the specific booking on Hostelworld.
-
Click “Report Payment Issue”.
-
The guest will automatically receive an email requesting that they complete the payment.
-
If the guest does not respond or make the payment within 24 hours, you can request the cancellation of the booking through Hostelworld support.
What are the important rules for using the payment issue feature?
-
Make sure your payment rules and deadlines are clearly described on your profile. all languages, the payment rules and deadlines on your profile.
-
Use the “Report Payment Issue” option only when the deadline defined in your policy has expired.
✅ Tip: Keeping your policies clear and up-to-date helps prevent issues and ensures a better experience for your guests.