Credit Card Processing

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JeannineIrish's picture
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 I haven't been on here in a really loooong time.  I have a question about credit card processing.  This question is for anyone who processes their credit cards through Webervations and Intuit Merchant Services.  Have you been satisfied with their Intuit rates & Webervations customer support?  I found that I had a few issues which are now resolved.  There was no manual to help us if we had a problem especially on the weekends and after hours.  It was extremely frustrating.  Also I found out that if someone pays with a different credit card than the one that they used when booking that the card that shows up on the receipt is the "On File" card but the charge actually went to the swiped card.  I now go into Intuit and print the receipt from the transaction so the guest knows the card that was actually charged.

Thanks.

Does your credit card processing interface with your on-line booking whether it be Reskey or Availability.com?

Arks's picture
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On the ResKey Website tab, under Payment Methods/Authorize.net, I have a radio button at the bottom that lets me turn "Show Country Field" off and on. That must be what John turned on that fixed my AMEX processing problem.

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Arks's picture
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ResKey users will now notice a new field at the bottom of the "cc info" section of the screen. It now asks for the card holder's country.

We tried to run an AMEX through manually the other night through ResKey/Authorize.net and after clicking "Charge Card" it reported back "Error 27 This merchant does not accept this type of credit card".

But we do. It's all set up correctly in ResKey and Authorize.net.

Got hold of ResKey and John said we have everything set up right at our end, that something must not be set up right at Auth.net. Called them and no, it's all set up right at their end. It must be a problem with Paymentech (who I'd never heard of). It seems a.net doesn't process cards, they just authorize them and pass it along to Paymentech to process the charge.

So, spent approx 3 hours in conference calls Friday with a.net, paymentech, and AMEX all on the phone together, all saying everything looks set up right and don't know why it won't go through.

The Paymentech woman finally got it to work, then a moment later she said, "no wait, it just cancelled!" An hour later she finally said, "we're not getting the full address info we must have from ResKey." It works for Visa, MC and Discover, but AMEX requires more info: the country info.

So John added a -- Country -- field to the end of the cc entry form and now it all works! Apparently this has been a problem system wide all along and nobody ever spent 4 hours tracking it down before!

I guess it was only a problem if you charge the cards directly through ResKey/a.net and maybe there are only a hand full of us who do that. But I suspect guests have been having AMEX refused all along and nobody ever mentioned it to us before! Well, now it's fixed!

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So do we need to "add it" as a field on our reservations, there is no COUNTRY field on my side, nor on the guest side in the address field?

or is it only on the auth.net folks pages?

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Arks's picture
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Joey Bloggs wrote:

So do we need to "add it" as a field on our reservations?

Ah, I remember now. John added it manually at his end. I was thinking he added it to everybody's screen but I guess it was just to ours, to see if it fixed the problem (it did).

He said in the past he'd found that it was sometimes necessary to include country to get cards from foreign countries to go through but didn't know until now that it's required for domestic AMEX.

I'd say if you process AMEX through ResKey and also use Authorize.net, you should probably contact John and ask if he will add Country to your screen so guests don't experience frustration by having their card refused.

Breakfast Diva's picture
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Jeannine, if you are using just webervations for your reservations, then you would be very pleased with what ResKey offers. It's night and day for about the same price.

JeannineIrish's picture
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I also have RezOvation.  I can automatically download the bookings from Webervations to RezOvation.  I was doing double entry from Webervations to RezOvation until one day I called RezOvation support  and said "Hey you guys are the same company.  Isn't there some way to get the info from one to the other?" and they guy said "Yeh, see that little icon that looks like a globe at the top of RezOvation.  Click on it and it  it will bring the info in and visa versa".  Duh, why didn't they let customers know this??

gillumhouse's picture
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I am confused. Weber and Rezo are both online booking aren't they? Why were you using both and paying double?

Proud Texan's picture
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On ResKey, you can certainly include additional guest information in the "Reservation Notes" section of the reservation form.   I'm using Authorize.net with ResKey and love it.

 

Edited to add:  My one problem with ResKey is the lack of support for mobile devices as pertains to a customized online reservations page.   I've been working on a mobile version of my website,  but once the potential guest leaves my site the hit a non-mobilized version of my reservations page on the ResKey server.   I understand John's dilema, in that it's next to impossible to program for every device, but there should be a way to have a simplified version of the reservations page for phones.   Tablets are a non-issue (I've maximized my webpage for iPad etc.) but we get a lot of reservations by phone too.

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Proud Texan wrote:

On ResKey, you can certainly include additional guest information in the "Reservation Notes" section of the reservation form.   I'm using Authorize.net with ResKey and love it.

 

Edited to add:  My one problem with ResKey is the lack of support for mobile devices as pertains to a customized online reservations page.   I've been working on a mobile version of my website,  but once the potential guest leaves my site the hit a non-mobilized version of my reservations page on the ResKey server.   I understand John's dilema, in that it's next to impossible to program for every device, but there should be a way to have a simplified version of the reservations page for phones.   Tablets are a non-issue (I've maximized my webpage for iPad etc.) but we get a lot of reservations by phone too.

I was just at a B&B convention where they were saying that Availabiltiyonline is the only system that is working on a smartphone reservation ap. This was from John of ewd3 who have the InnsMobile system that I am using for my mobile website which I love.

Riki

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 Guess you need to change your website to a responsive type wordpress theme that responds to whatever device is being used.???? Is that a solution?  I don't know??

Proud Texan's picture
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catlady wrote:

 Guess you need to change your website to a responsive type wordpress theme that responds to whatever device is being used.???? Is that a solution?  I don't know??

 Not in this case.   When a visitor "checks availability",  they are leaving your website and being tranferred to a secure server run by ResKey.  The coding for the page is on their server.

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Proud Texan wrote:

When a visitor "checks availability",  they are leaving your website and being tranferred to a secure server run by ResKey.  The coding for the page is on their server.

Would it work to have the mobile stuff handled through your own site rather than going to the ResKey secure server? I know there's a version of the ResKey stuff that you can make appear on one of your own pages, giving you much more control over the layout. It's still secure, but doesn't display the "https" at the top. But perhaps it could at least let you have a use-able version for mobile users. Most wouldn't notice the lack of https.

But I think it uses "frames" or something that may not be compatible with mobile browsers. I don't know. Just something I wanted to mention. At the bottom of your ResKey Reservation Page setup screen, under "Linking to This Page" you select the code under "Iframes" rather than the code that under "Direct Link".

JeannineIrish's picture
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 I don't have a smart phone so I'm looking for the best combination of:

1.  on-line booking service

2. Guest data repository

3. credit card processing

Thanks.

egoodell's picture
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JeannineIrish wrote:

 I don't have a smart phone so I'm looking for the best combination of:

1.  on-line booking service

2. Guest data repository

3. credit card processing

Thanks.

It's not for YOUR  smart phone that you want a mobile website. It's for your GUESTS. Reports are showing that something like 50% search the web on their smart phone, and pretty soon that percentage will go up. A regular website does not work as well on  a mobile phone. 

Since I got the mobile website from John at ew3d I have had about 1/3 of my inquiries if not more come from mobile phones.

I can't wait til Availabilityonline puts out their mobile reservation page!

Riki

JeannineIrish's picture
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 ew3d hosts my website so I may already have that.  We are constantly getting calls from people I know are calling from the road on their smart phones.  We don't always have rooms ready for last minute reservations especially if they are calling after 6 PM at night.  Sorry I don't have availability !!

egoodell's picture
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JeannineIrish wrote:

 ew3d hosts my website so I may already have that.  We are constantly getting calls from people I know are calling from the road on their smart phones.  We don't always have rooms ready for last minute reservations especially if they are calling after 6 PM at night.  Sorry I don't have availability !!

]

Ew3d will not automaticlly give you the mobile site - you have to sign up for it separtately. Look at mine from a smart phone and you'll see the setup. You can change the background color and adding pictures is easy since it automatically adjusts them. Easy peasy system. Go to their website and look at "innsmobile" and you'll see it. 

RIki

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egoodell wrote:

JeannineIrish wrote:

 ew3d hosts my website so I may already have that.  We are constantly getting calls from people I know are calling from the road on their smart phones.  We don't always have rooms ready for last minute reservations especially if they are calling after 6 PM at night.  Sorry I don't have availability !!

]

Ew3d will not automaticlly give you the mobile site - you have to sign up for it separtately. Look at mine from a smart phone and you'll see the setup. You can change the background color and adding pictures is easy since it automatically adjusts them. Easy peasy system. Go to their website and look at "innsmobile" and you'll see it. 

RIki

I was just looking at the Ew3d site.   They're kind of pricey.   

egoodell's picture
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Proud Texan wrote:

egoodell wrote:

JeannineIrish wrote:

 ew3d hosts my website so I may already have that.  We are constantly getting calls from people I know are calling from the road on their smart phones.  We don't always have rooms ready for last minute reservations especially if they are calling after 6 PM at night.  Sorry I don't have availability !!

]

Ew3d will not automaticlly give you the mobile site - you have to sign up for it separtately. Look at mine from a smart phone and you'll see the setup. You can change the background color and adding pictures is easy since it automatically adjusts them. Easy peasy system. Go to their website and look at "innsmobile" and you'll see it. 

RIki

I was just looking at the Ew3d site.   They're kind of pricey.   

I don't know how they compare but they are hands-on and respond to any problems the day I call them. 

I don't know if you are talking about the mobile site ($250/yr) or the web hosting business ($240/yr)

Add to that when I need help they charge me a pittance. (I do my own website)

RIki

 

Proud Texan's picture
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egoodell wrote:

Proud Texan wrote:

egoodell wrote:

JeannineIrish wrote:

 ew3d hosts my website so I may already have that.  We are constantly getting calls from people I know are calling from the road on their smart phones.  We don't always have rooms ready for last minute reservations especially if they are calling after 6 PM at night.  Sorry I don't have availability !!

]

Ew3d will not automaticlly give you the mobile site - you have to sign up for it separtately. Look at mine from a smart phone and you'll see the setup. You can change the background color and adding pictures is easy since it automatically adjusts them. Easy peasy system. Go to their website and look at "innsmobile" and you'll see it. 

RIki

I was just looking at the Ew3d site.   They're kind of pricey.   

I don't know how they compare but they are hands-on and respond to any problems the day I call them. 

I don't know if you are talking about the mobile site ($250/yr) or the web hosting business ($240/yr)

Add to that when I need help they charge me a pittance. (I do my own website)

RIki

  I do my own website too.   I use Hostmonster.com and they only charge about $175 per year with unlimited free mailboxes.   They are also very responsive.   A mobile website can be hosted from the same ISP.   As I understand it, you just have to include an autodetect script in the header and, if it's a mobile user,  they are redirected to the mobile version of your site.   The fact that you are paying double to host a standard and mobile site is criminal.

As has been mentioned,  the biggy is the reservations page, which is normally out of our control as it resides on a different server.    I'm really hoping that ResKey steps up because they are going to lose customers in large numbers if they don't.

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 $250  a year just to host a mobile site! plus your regular site! That is ridiculous. The hosting company I work with alot, we can just create a new folder for the mobile site and it is included in the cost.  And most of the clients I have hosting on her site spend at make $150 a year. But as I said in another post. I know your hosting company and seems like they are going after the $$$. A separate mobile site is not needed these days if you do your website properly. SWIRT made the same comment in another thread. Sorry, but I think you are wasting your money.

What explanation do they give that you need a separate mobile site???

egoodell's picture
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catlady wrote:

 $250  a year just to host a mobile site! plus your regular site! That is ridiculous. The hosting company I work with alot, we can just create a new folder for the mobile site and it is included in the cost.  And most of the clients I have hosting on her site spend at make $150 a year. But as I said in another post. I know your hosting company and seems like they are going after the $$$. A separate mobile site is not needed these days if you do your website properly. SWIRT made the same comment in another thread. Sorry, but I think you are wasting your money.

What explanation do they give that you need a separate mobile site???

You should go to their presentation at one of the conferences. I am not an expert and don't have the time to keep up with the changes in the industry. THis is well worth my money for the time that they save me. I also got a special start up price. I am sure you can create a great mobile site but it will be just that and not change with or have special features constantly added. This is more than just creating a site.  I'm not going to argue about it.

From their website:

"Many mobile solutions involve a website much like the one you already have. You pay for a site to be developed, and when it's complete you deploy it to the web for visitors to utilize. With technology on the constant move, this is not an ideal approach. Blackberries, iPhones, Droids and Windows Phones are not created equally. Just like various web browsers handle code differently, these devices do as well. These platforms are updated frequently, introducing changes to the formula. Each time this happens, will your mobile website evolve to account for the change? If you use InnsMobile, it will."

And this is true considering how often I have to upload updates on my smartphone for Yahoo, Gmail and everything else - it is sometimes as often as once a month.

RIki

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 I will bow to whatever our expert SWIRT has to say on the subject. I just am not buying it....sorry.

Proud Texan's picture
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Arkansawyer wrote:

Proud Texan wrote:

When a visitor "checks availability",  they are leaving your website and being tranferred to a secure server run by ResKey.  The coding for the page is on their server.

Would it work to have the mobile stuff handled through your own site rather than going to the ResKey secure server? I know there's a version of the ResKey stuff that you can make appear on one of your own pages, giving you much more control over the layout. It's still secure, but doesn't display the "https" at the top. But perhaps it could at least let you have a use-able version for mobile users. Most wouldn't notice the lack of https.

But I think it uses "frames" or something that may not be compatible with mobile browsers. I don't know. Just something I wanted to mention. At the bottom of your ResKey Reservation Page setup screen, under "Linking to This Page" you select the code under "Iframes" rather than the code that under "Direct Link".

With Webervations, you had to use iframes. But as you mentioned, there is no way for a user to know that they are on a secure site.  The iframes tag is being deprecated in HTML 5, so it's not a good practice to use it anyway.

Breakfast Diva's picture
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I used RezOvation for years. I liked the accounting capabilities, but hated the customer service, cost, and how the parent company's choices were only about how much money they could make and not about what the innkeeper needed or wanted.

I changed to Reservationkey.com almost 2 years ago and it's like night and day. The accounting is not as sophisticated, but it's good enough for most needs.

JeannineIrish's picture
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 Can you store the amount of guest information in Reservationkey as with RezOvation?  Is your on-line booking and credit card processing through Reservationkey?

Breakfast Diva's picture
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The only info I'm not able to store in ResKey is special occasions. In ResOvation you can input birthdays, anniversaries, etc, then later do a search to pull those out of the database. ResKey can not do that right now. ResKey is a relatively young product and John has been great about expanding the capabilities of the service. For me, it was worth giving up that option.

You can get a good idea of what ResKey offers by going to their website and viewing the product.

Right now, I'm only doing credit card processing using my processing machine, but I've very close to switching to authorize.net which fully functions with ResKey and charges the reservation from the online booking. There are a few members here that use that system, so they can tell you more about it.

JeannineIrish's picture
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 Does anyone have their on-line booking with RezOvation?  Since I already have RezOvation I was thinking of maybe changeing to them?

egoodell's picture
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 Most of us have left Webervations for either Reskey or Availabiltiyonline.com

Riki

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