Welcome to GuestPoint Pay: Your All-in-One Payments Solution

Accommodation payment processing involves managing financial transactions for Hotel/Motel bookings, including accepting credit and debit card payments, as well as online payments through gateways. It securely captures, transmits, and processes payment information to ensure smooth transactions. This system also handles refunds, and chargebacks, and complies with industry standards to safeguard transactions. By using efficient payment processing, Hotels and Motels can enhance guest satisfaction, streamline operations, and reduce the risk of payment-related issues.

Payment processing follows several key steps. When a guest books a room, their payment details are collected via the booking system and sent to a payment gateway. The gateway encrypts and forwards the data to the acquiring bank for authorisation. The acquiring bank checks with the guest’s bank to approve the transaction, and if authorised, funds are deposited into the merchant account. This secure process uses encryption to protect sensitive data and ensures efficient handling of transactions.

Using an integrated payment processing system provides several advantages:

• • Improved security: Encryption and compliance with industry standards reduce fraud risk.
  • Enhanced guest experience: Guests enjoy a smooth and secure payment process.
  • Increased revenue: Supporting multiple payment methods boosts bookings and improves cash flow.
  • Efficient refunds and chargebacks: Streamlines the handling of financial transactions, including refunds and cancellations.

• Increased Fraud Protection: Reduces the amount of Fraudulent cards presented at the property due to stringent parameters.

GuestPoint Pay offers a secure, comprehensive payment solution designed for all accommodation providers. Whether you’re managing online bookings or in-person transactions, GuestPoint Pay provides the latest anti-fraud protection and a seamless experience for both you and your guests. It’s tailored to meet your specific needs, making transaction management straightforward and reliable.

Settlement times refer to the period it takes for funds from a guest payment to be transferred into the Properties account after a transaction is completed. Typically, settlement times may vary depending on the payment gateway and your specific merchant account setup. GuestPoint offers one (1) business day settlements, helping to maintain a healthy cash flow.

Partial refunds can be processed through the GuestPoint. Simply access the specified transaction, select the option to issue a partial refund, and enter the desired refund amount. The system will then handle the rest, ensuring that your guest receives the partial refund securely and quickly.

Card-not-present (CNP) transactions occur when the guest’s payment information is processed without the physical card being present, such as online bookings. 

Physical transactions, on the other hand, involve the guest physically presenting their card for payment, typically at the front desk. Both types are processed securely, but CNP transactions often have more stringent fraud protection measures as Physical card transactions are the responsibility of the property to ensure compliance.

The pay.guestpoint.com portal mirrors the eWay portal, providing a detailed report of all transactions. It includes tools for monitoring settlement times, transaction history, and financial reports, making it easy to manage all payment-related activities in one place. It’s designed to streamline payment processes for hoteliers.  It was designed for properties that still use the Legacy server-based PMS.

The web version offers a separation between Payment Gateway transactions and other transactions, making it easier to manage payments efficiently. The Web-based version has your property pay portal within the PMS.

on a guest’s card for a temporary period to guarantee a booking or reservation. This ensures that the card is valid, and sufficient funds are available, without immediately deducting the amount from the guest’s account. Pre-auth is often used for deposits or incidentals.

You can accept AMEX payments through GuestPoint Pay if this option was selected during the eWay application process. If not, you may need to adjust your settings or contact GuestPoint support or your Eway account manager for assistance with enabling AMEX transactions.

eWay offers a robust fraud protection system for GuestPoint customers, designed to secure payment transactions and reduce the risk of fraudulent activities. The fraud protection measures in place for GuestPoint customers Include:

1. Encryption and Secure Payment Gateways:
   eWay uses advanced encryption techniques to protect sensitive payment data as it travels from your guest’s card to the payment gateway. This ensures that personal and financial information is securely transmitted and cannot be intercepted by unauthorised parties.
2. PCI DSS Compliance:
   eWay complies with the Payment Card Industry Data Security Standard (PCI DSS), a set of security requirements designed to safeguard payment data. GuestPoint customers benefit from this compliance as it ensures the highest level of protection for all credit card transactions.
3. 3D Secure Authentication (Verified by Visa and Mastercard SecureCode):
   eWay offers 3D Secure authentication, which adds an extra layer of protection for online transactions. This feature requires the cardholder to authenticate the transaction through a password or SMS code, verifying their identity and preventing unauthorised use of their card.
4. Fraud Detection Tools:
   eWay incorporates automated fraud detection tools that monitor transactions for suspicious activity, such as unusual transaction patterns or high-risk regions. These tools flag potentially fraudulent transactions for further review.
5. Chargeback Management:
   The system helps manage chargebacks effectively by keeping records of all transactions. This ensures that if a guest disputes a payment, the property has all the necessary documentation to respond to the chargeback and potentially reverse it.
6. Tokenisation for Card Not Present (CNP) Transactions:
   For card-not-present transactions, eWay uses tokenisation to replace sensitive card details with a secure token. This protects the guest’s card information in case of any data breach, making it unusable to fraudsters.
7. Real-Time Reporting and Alerts:
   eWay’s platform offers real-time reporting tools that allow GuestPoint customers to monitor transactions as they happen. If suspicious activity is detected, the system can trigger alerts, enabling hotels to take immediate action to mitigate fraud.
8. IP Address and Geolocation Tracking:
   The system tracks the IP address and geolocation of customers making online transactions. This helps identify and flag unusual transaction locations that don’t match the guest’s profile, reducing the risk of fraud from high-risk regions.

GuestPoint users can rely on eWay’s fraud protection processes to ensure secure, smooth transactions and minimise the risks associated with online payments.

If you encounter any issues with GuestPoint Pay, contact GuestPoint support as your first point of assistance. If necessary, the team will escalate the issue to eWay for further troubleshooting and resolution. Support is available to help with any payment-related queries, ensuring smooth transaction management.  Eway also has a dedicated team to represent you should you encounter a chargeback.