This article explains why guests may be prompted to add a payment method in the Guest Portal, and confirms the prompt cannot currently be disabled.

Overview

When a guest logs in to the Guest Portal, they may be prompted to add a payment method. This is expected behaviour in RMS 9+ and happens when both of the following are true:

• The property has a Payment Gateway (RMS Pay or Stripe) configured, and
• The guest does not already have a payment method stored against their Guest Profile.

This article explains why the prompt appears for some properties but not others, and confirms there is currently no option to turn it off.

Why the prompt appears

The Guest Portal references the Payment Gateway configured against the property in Setup > Property Options > Property Information, on the Payment Gateway tab. When a property has RMS Pay or Stripe configured there, and the guest logging in has no payment method saved to their Guest Profile, the Guest Portal displays the "Add payment method" prompt so a card can be stored securely for the stay.

If the guest already has a payment method on file, the prompt does not appear.

How a guest adds a payment method

In the Guest Portal:

1. Log in to the Guest Portal.
2. At the Your payment details prompt, select Add payment method. 
3. Select Google Pay or Credit Card.
4. Enter the card details if choosing to pay via Credit Card.
5. Select Confirm preauthorization. 

A Token Saved Successfully message confirms the card is stored. The guest is not prompted again once a card is saved.

★ Tip: No prompt? A guest can add a card at any time from their profile: 
1. Select the profile, 
2. then Add Credit Card.3. then follow 3-5 above to save the details.

How to remove a saved payment method

In the Guest Portal:

1. Select Profile.
2. Select Saved Credit Card (xxxx). 
3. Select Delete. 

What to check if a guest should not be prompted

1. Which link did the guest use? An Enterprise URL never prompts; a property URL does.
2. Is a payment method already saved on the Guest Profile? If so, no prompt appears.
3. Is the Payment Gateway set up? See Online Options - Payment Options/Fees Tab.

When guests will and will not see the prompt

Guests accessing through an Enterprise URL

Guests who open the Guest Portal through an Enterprise URL will not receive the prompt. A Payment Gateway is configured at the individual property level, not against the Enterprise record, so there is no gateway for the Enterprise URL to reference. Properties that have a Payment Gateway configured at the property level will continue to display the prompt whenever a payment method is not on file.

Can the prompt be disabled?

The "Add payment method" prompt is expected system functionality and cannot currently be disabled. While a property has a Payment Gateway configured, guests without a stored payment method will continue to see the prompt when they log in to the Guest Portal.

Related Articles

• Guest Portal
• RMS Pay
• Stripe Payment Gateway
• Payment gateways and PCI compliance
• Guest Portal Preferences