If you’ve received a reservation but there’s no payment information showing, don’t worry—this article will guide you through the possible reasons and how to check what’s going on.
Common issues
The guest selected a payment method but no payment calendar was set up — In this case, no automatic payments are created.
AmenitizPay is not active — Without AmenitizPay activated, payments won’t be processed through Amenitiz.
Some OTAs send payment data later or not at all — Depending on the channel, we may receive limited or delayed information.
VCC (virtual credit cards) are not yet active or showing the wrong amount — These are only accessible on the check-in date and sometimes require manual follow-up with the OTA.
Step-by-step guide
1. Check the payment method selected by the guest
The first step is to understand what the guest chose at the time of booking.
Go to the reservation — Open the booking in Amenitiz and head to the Summary tab.
Look at the payment method — This shows what option the guest selected when making the booking.
📌 Note
Even if no payment is shown yet, you might still have the credit card details under the Client tab.
2. Confirm your Apay and payment schedules setup
If AmenitizPay isn’t enabled or no payment schedule is linked to the rate plan, payments won’t be automatically scheduled.
Check if AmenitizPay is activated by clicking on AmenitizPay > Settings.
Look at the sales terms used for the booking—does it have a payment schedule assigned?
If there’s no calendar, you’ll need to charge the guest manually using the saved card (if available).
💡Tip
Set up payment calendars on your sales terms to automate the process and reduce manual work.
3. Understand how payment info works by channel
Different OTAs handle payment data differently. Here's what to expect:
Booking.com (without AmenitizPay) — If the payment isn't managed by AmenitizPay, Booking.com might not send us any payment details. This happens from time to time.
Airbnb — Payment information will only appear on the check-out date. This is a fixed rule from Airbnb and can't be changed. Since Airbnb handles these payments directly, this setting can’t be changed from your Amenitiz account.
Other OTAs using Virtual Credit Cards (VCCs) — These cards only become active on the check-in date. If the amount is incorrect or the VCC doesn’t work, you’ll need to contact the OTA support team
📌 Note
If you're not using AmenitizPay, payments are usually handled directly by the OTA. In these cases, payment details may be delayed or not shown at all in Amenitiz—this is expected behaviour depending on the channel's policy.
Still having issues?
Contact us and our support team will be happy to help.
Please include the following info:
Your Amenitiz account name
The reservation ID
A short description of what’s missing (e.g. no payment, no card)