ResNexus Users - Instant Confirmations and Deposits - HELP!

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MtnKeeper

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We've just switched over to ResNexus from SuperInn and have a question for those who use it and take deposits. We liked that on SuperInn the reservation was pending until we were able to run their card, apply the deposit and send the confirmation. However, ResNexus provides an instant confirmation without any deposit having been verified.
I just got a reservation from someone traveling from Australia for my busiest week next week. They got the instant confirmation and when I went to run their deposit it was declined and said Hold Card. Processing company said it was their bank saying to hold card. I've sent an email but I can't wait more than tomorrow to put that back into the system as I don't want to lose that $650 in case they didn't show. No local phone # as from Australia. My worry too is that they got a confirmation and if we don't connect and I rebook the room to someone else then they'll be here when someone else has the room. Not liking the instant confirmation process right now.
So do any of you have any wording in your confirmations that their reservation isn't finalized until they receive a second confirmation from you showing that their card went through?
 
No, but thank you for bringing this up, we will be looking at new wording.
 
MtnKeeper said:
We've just switched over to ResNexus from SuperInn and have a question for those who use it and take deposits. We liked that on SuperInn the reservation was pending until we were able to run their card, apply the deposit and send the confirmation. However, ResNexus provides an instant confirmation without any deposit having been verified.
I just got a reservation from someone traveling from Australia for my busiest week next week. They got the instant confirmation and when I went to run their deposit it was declined and said Hold Card. Processing company said it was their bank saying to hold card. I've sent an email but I can't wait more than tomorrow to put that back into the system as I don't want to lose that $650 in case they didn't show. No local phone # as from Australia. My worry too is that they got a confirmation and if we don't connect and I rebook the room to someone else then they'll be here when someone else has the room. Not liking the instant confirmation process right now.
So do any of you have any wording in your confirmations that their reservation isn't finalized until they receive a second confirmation from you showing that their card went through?
Click to expand...
why did you make the switch? I'm looking into online booking and I'd like to know the pros and cons of what you've tried in the past and some pros of your new system, because I can see one of the cons now.
 
That is one of the things I like about ReservationKey. Some take deposits with the reservation with Reservation Key, but I do not like to enter credit card numbers online so do not ask others to. It is flexible. My guests get an e-mail (written by me) stating they will be called within 24 hours to get the credit card number to guarantee the reservation but it is a real time reservation - the room has been taken out of inventory. It tells them they will receive a Confirmation Letter from me once the reservation is guaranteed. I also like the speed of the money hitting my bank account - the next day except for weekend - then it hits on Monday.
 
That's the beauty of Reservation Key. Gillum can do things her way and the rest of us can do things our way, and it all works for us!
 
2cat_lady said:
MtnKeeper said:
We've just switched over to ResNexus from SuperInn and have a question for those who use it and take deposits. We liked that on SuperInn the reservation was pending until we were able to run their card, apply the deposit and send the confirmation. However, ResNexus provides an instant confirmation without any deposit having been verified.
I just got a reservation from someone traveling from Australia for my busiest week next week. They got the instant confirmation and when I went to run their deposit it was declined and said Hold Card. Processing company said it was their bank saying to hold card. I've sent an email but I can't wait more than tomorrow to put that back into the system as I don't want to lose that $650 in case they didn't show. No local phone # as from Australia. My worry too is that they got a confirmation and if we don't connect and I rebook the room to someone else then they'll be here when someone else has the room. Not liking the instant confirmation process right now.
So do any of you have any wording in your confirmations that their reservation isn't finalized until they receive a second confirmation from you showing that their card went through?
Click to expand...
why did you make the switch? I'm looking into online booking and I'd like to know the pros and cons of what you've tried in the past and some pros of your new system, because I can see one of the cons now..
Click to expand...
The main reason that we are changing is that SuperInn does not work with Trip Connect and their new version of the software that clients have been waiting all year for still won't work with Trip Connect - that will take a few more months to be active as I was told. So all of my competition in the area uses Book . com or Trip Connect so on TA they show rates and availability. If someone searches in my location by date, then our listing says that they show no availability to contact the property. With people not reading anything, quickly looking at it it appears that we have no availability but the other places do. Therefore, we feel that we've lost bookings this year as we're down and it's the first year that everyone has been using Trip Connect or Book . com. So we wanted this flexibility and it wasn't coming soon enough with SuperInn.
ResNexus is very professional looking which fits our property better than what I saw on some other systems that I looked at. It also does automatic welcome and thank you emails. I like it, there are just some things like this that I'm not thrilled with but I'll work through it, it's part of change.
 
gillumhouse said:
That is one of the things I like about ReservationKey. Some take deposits with the reservation with Reservation Key, but I do not like to enter credit card numbers online so do not ask others to. It is flexible. My guests get an e-mail (written by me) stating they will be called within 24 hours to get the credit card number to guarantee the reservation but it is a real time reservation - the room has been taken out of inventory. It tells them they will receive a Confirmation Letter from me once the reservation is guaranteed. I also like the speed of the money hitting my bank account - the next day except for weekend - then it hits on Monday..
Click to expand...
To me that would be a pain to have to contact them to get credit card information - I don't have time for that. I get the info but If a card weren't to clear, I don't want them already having a confirmation so they think they are all set. I like the ability to have it "Pending" until the card clears and they get a true confirmation from me. The good news is, the gentleman saw my email while traveling and got back to me - he had entered the wrong year on the expiration date thus the problem. So this time it's averted but just wonder if it will happen again.
 
MtnKeeper said:
gillumhouse said:
That is one of the things I like about ReservationKey. Some take deposits with the reservation with Reservation Key, but I do not like to enter credit card numbers online so do not ask others to. It is flexible. My guests get an e-mail (written by me) stating they will be called within 24 hours to get the credit card number to guarantee the reservation but it is a real time reservation - the room has been taken out of inventory. It tells them they will receive a Confirmation Letter from me once the reservation is guaranteed. I also like the speed of the money hitting my bank account - the next day except for weekend - then it hits on Monday..
Click to expand...
To me that would be a pain to have to contact them to get credit card information - I don't have time for that. I get the info but If a card weren't to clear, I don't want them already having a confirmation so they think they are all set. I like the ability to have it "Pending" until the card clears and they get a true confirmation from me. The good news is, the gentleman saw my email while traveling and got back to me - he had entered the wrong year on the expiration date thus the problem. So this time it's averted but just wonder if it will happen again.
.
Click to expand...
I am small - 3 rooms. That makes a big difference. I had an "invisible guest" last year and the problem with that one was the zip for where she lived was not the same zip as her billing address. Took a while to get that straightened out. Never collected for her 3rd week due to card expiration date but seeing as how she never ever arrived, it did not matter too much. Glad your problem is resolved.
ReservationKey sends auto e-mails that I wrote: Thank you for your reservation; your reservation is in 3 days; Thank you for your stay. Plus it has all sorts of reports.
 
I figured out a way to solve the above problem. I have gone ahead and edited the confirmation that they automatically receive when they book online. I changed the word from Confirmation # to Reservation #. I then added a paragraph that says: "Once we process your deposit, we will send a confirmation email showing your deposit has been applied and your reservation will then be confirmed."
Let's them know that it's just a reservation until they receive the final confirmation once their deposit clears.
 

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