Managing a Stripe account in Guesty

In order to collect payments through Guesty, you need to connect to an external payment processor. Stripe is one of the world's largest processors that accept international payments and offers its processing services to businesses around the world.

 

 

Connect your Stripe account

It doesn't matter if you already have an account with Stripe or if you need to open a new one - the process is the same:

  1. Go to Account > System Settings > Payments 
  2. Click Connect Account - it will open a new tab of Stripe. In it, you can either sign in to your existing account or easily create a new one. Performing either one of these actions through this tab will enable you to collect payments directly through the Guesty Dashboard. 
  3. Click Save. This will close the tab and update your existing view inside Guesty. 
  4. In order to automate your payment collections, set up autopayment rules.

Giving Guesty access to your account will allow you to collect money but not to initiate payments on your own. You will only be able to collect payments and refund them, but not send money to guests, owners, staff, etc.

 

Payments Rules of thumb: 

Always have payment notifications enabled

How to turn on payments notifications in Guesty?

  1. Go to Notification bar on the right top
  2. Click on the Settings button
    blobid2.png
  3. Go to the Payments section
  4. Check all the boxes 

If your listings are also integrated with Booking.com

Make sure to make it mandatory for the guests to leave their CVC code when booking (done in your Booking.com settings page)

Transactions done DIRECTLY on Stripe will NOT be reflected in Guesty 

FAQs

What to do if a guest's card fails?

Credit cards can fail for several reasons:

  1. The card has a bank block, insufficient funds etc. For this case, you will get a notification for a Failed payment:

    Example:

    blobid0.png

    What to do?

    You will have to reach out to the guest and obtain their CC details and input them manually, or as them to re-enter the card.

  2. The card was not inputted correctly, CVC was not left (if happens in Booking.com) or the card is expired. This would prompt the Invalid card notification:

    What to do?

    You will have to reach out to the guest and obtain their CC details and input them manually, or as them to re-enter the card.

  3. No Credit card details received in the reservation XML: This is a rare case.

    What to do?

    If none of the above apply, please contact us.

  4. Fraud- The card will most likely get flagged by Stripe and you will get an Invalid card notification.

All of the information above can be found in your Stripe Dashboard: Customer > Payments > top of the payment page.

Why can't I see the CVC in Guesty?

To recap how the flow of data works:

  • When guest books in any channel under Rentals United (HomeAway, Expedia, Booking.com, Agoda etc) ---> Credit card details go to RU--->RU sends them to us (Stripe).

    CVC will never be shown in Guesty as it is carried over in the back-end, encrypted.

  • Booking.com, like all channels, only allows one view of the CVC. Either in Booking.com (when not using any external card processing company) or in a data form, not visually presented to any client, via a payment processor (like Stripe+Guesty). 

Guesty users shouldn't need to see the CVC because the system carries the data internally in the back-end.  

Do I need to reach out to the guest each time when a transaction gets declined?

Yes, in all cases of declined cards and invalid cards you will have to reach out to the guest and ask for the card's details to manually input, or ask them to input it again.

How secure is your billing system?

Stripe is the same system that renowned websites like Kickstarter and Twitter use, and is incredibly secure!

Stripe is certified as PCI Service Provider Level 1, the most stringent level of certification.

To find out more about Stripe's security click here: https://stripe.com/help/security

Can I connect multiple Stripe account to Guesty?

No. You can only connect one Stripe account to your Guesty account