This article covers payment failures for Direct guest bookings only. If your Hospitable subscription payment was declined, see Add, Update, or Delete Your Payment Method.
Payment failures on Direct bookings work differently depending on how the booking was initiated. This article covers what happens when a guest's card is declined, how they can recover, and what it means for the reservation — for both Direct site bookings and Custom Quotes.
What Happens When a Card Is Declined
Bookings via Your Direct Site
When a guest books through your Direct website, their card is authorized at the payment step. If the card is declined:
No booking is created. The reservation does not enter your dashboard or appear as Pending.
The guest remains on the payment page and can try a different card immediately.
If the guest cannot provide a valid card, they can start a new booking from scratch.
You (the host) are not notified of the failed attempt because no booking was submitted.
A declined card on your Direct site does not create a booking. The guest simply stays on the payment page and can retry with a different card — no action is needed from you as the host.
Custom Quotes
When you send a guest a Custom Quote with a payment link, the behavior is different:
The booking is created in a Pending state when the quote is sent.
If the guest's card is declined when they attempt to pay, the booking remains Pending.
The guest can retry with a different card using the same payment link.
You can see the Pending booking in your Hospitable dashboard and can extend the grace period as needed.
Automatic Retry Logic
Bookings via Your Direct Site
There is no automatic retry for card declines on your Direct site for new bookings. The guest handles it in real time:
If the card is declined, the guest can immediately enter a different card on the payment page.
There is no background retry or waiting period — the guest controls the process.
Payment Terms (Installment Payments)
If a booking has been confirmed and you use Payment Terms (splitting the total into multiple payments), Hospitable has built-in retry and grace period logic for subsequent payments:
When a scheduled payment fails, the system retries within the Grace Period you've configured in your payment terms settings.
If the grace period expires without successful collection, the booking is automatically cancelled and a refund is processed according to your cancellation policy.
You can extend the grace period before it expires to give the guest more time.
The guest receives an email reminder before the next payment is due, with a link to update their payment method.
You can adjust the grace period in your Direct payment terms settings under Direct → Payment Terms to change what applies on all future bookings. A longer grace period gives guests more time to resolve payment issues before the booking is cancelled.
What the Guest and Host See
Direct site bookings
Guest: Sees an error on the payment page indicating the card was declined. The guest can enter a different card and try again without leaving the page.
Host: Nothing — the host does not see failed payment attempts from the Direct site because no booking is created until payment succeeds.
Custom Quotes
Guest: If the card is declined on a Custom Quote payment link, the guest sees an error and can retry with a different card.
Host: The booking appears as Pending in your dashboard. You can see that payment has not yet been collected.
Payment Terms (Installment Failures)
Guest: Receives an email reminder before the next scheduled payment, with a link to pay using a different payment method. If the booking is cancelled due to non-payment, the guest receives a cancellation notification.
Host: You can see the payment schedule status and whether the grace period is active in your dashboard. If the grace period expires and the booking is cancelled, you'll receive a cancellation notification.
How to Recover a Failed Payment
Direct site bookings
No action is needed from you as the host. The guest can:
Try a different card directly on the payment page.
Start a new booking from scratch if they prefer.
If a guest contacts you about a failed payment on your Direct site, let them know they can simply re-enter their card details or try a different card on the booking page.
Custom Quotes
If a guest's card is declined on a Custom Quote:
The guest can retry with a different card using the same payment link.
You can send a new Custom Quote if needed.
Payment Terms (Installment Failures)
If a scheduled payment fails on a confirmed booking:
The guest receives an email with a link to update their payment method.
You can extend the grace period before it expires to give the guest more time.
Contact the guest through the Hospitable inbox to let them know their payment didn't go through.
Impact on Booking Status
Direct site bookings
A declined card on your Direct site has no impact on booking status because no booking is created. The dates remain available for other guests.
Custom Quotes
The booking remains Pending until the guest successfully pays or the quote expires.
Payment Terms (Installment Failures)
Grace period active — The booking is still confirmed but payment is overdue. The system retries within the grace window.
Cancelled — If the grace period expires without successful collection, the booking is automatically cancelled and a refund is processed per your cancellation policy.
A cancelled booking due to non-payment is processed according to your cancellation policy. Any applicable refund is issued automatically.
FAQs
Can the guest try a different card?
Can the guest try a different card?
Yes. On your Direct site, the guest can enter a different card immediately on the payment page without starting over. For Custom Quotes, the guest can retry with a different card using the same payment link. For payment terms, the guest receives an email with a link to update their payment method.
Is the booking lost if the card is declined?
Is the booking lost if the card is declined?
For Direct site bookings, no booking was created in the first place — the guest simply needs to provide a valid card to complete the booking. The dates remain available. For Custom Quotes, the booking stays Pending until paid or expired. For payment terms, the booking remains active during the grace period.
Will I still get paid?
Will I still get paid?
You will only receive payment once the guest's card is successfully charged. For Direct site bookings, no payment is collected until the guest completes checkout with a valid card. For payment terms, if the grace period expires without payment, the booking is cancelled and no further payment is collected.
Related Articles: