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⏳ Managing Pending Bookings in OwnerRez

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Purpose:
To ensure timely follow-up and proper handling of bookings that haven’t yet received payment.

1. What is a Pending Booking?

  • A booking enters pending status when a guest starts the booking process but doesn’t complete payment (credit card, PayPal, check, or manual).
  • The time is reserved; however, payment is required by a set deadline to prevent automatic cancellation at which point all calendars reset.

2. Visual Indicator in Calendar

  • Pending bookings are marked with an hourglass icon in Ribbon, Month, or List views — a quick visual cue that follow-up is needed.

3. Automatic Reminders

  • OwnerRez sends reminder emails to guests automatically.
  • You can customize the “Send Pending Cancellation Reminder” template under Settings → Messaging → System Messages.

4. Pending & Auto-Cancellation Rules

  • Navigate to Properties → [Select Property] → Rules → Pending & Auto Cancellation to set:
    • Duration before auto-cancel (default: 14 days)
    • Whether to verify card without charging
    • Whom to notify when auto-cancel occurs

5. Manual Changes to Pending Status

Within the Booking’s page:

  • Click Change Pending Status to:
    • Confirm & Charge Now using the card on file
    • Remove pending flag and finalize booking (without charging)
    • Extend pending period by hours/days or set a specific date

Reminder: Once a payment is recorded, the booking becomes permanent and pending options are no longer editable.

6. Handling Non-Card Payment Methods

  • For checks or manual payments, the booking remains pending until you log payment under Booking → Transactions → Payments → Record Payment.
  • The same manual pending control is available when using bank transfers or other custom channels.

7. Card Not Charged at Checkout Option

  • If enabled, the system verifies a guest’s card without charging immediately — placing the booking in pending.
  • Available under the Pending & Auto Cancellation rules.
  • Note: This does not work with PayPal. Guests using PayPal may be prevented from checking out until payment is received.

8. API Channel-Triggered Pending

  • Connected channels (e.g., Vrbo, HomeToGo) can auto-trigger pending status if payment fails.
  • In your channel integration settings under “Credit Card Payments” → If Card Fails, choose the pending timeframe.

9. Request-To-Book (RTB) Channel Flows

  • If a platform is in RTB mode, bookings arrive pending. You have up to the allowed timeframe to accept or decline.
  • If left unattended, the booking auto-cancels—this counts as a cancellation and may impact your listing’s standing.

10. Tracking & Automating Pending Bookings

  • Filter by Pending Status in the Bookings list to review all incomplete payments.
  • Use triggers to automate actions—for instance, notifying team members or sending custom messages when a booking becomes pending.

🔗 Reference:
OwnerRez guide on Pending Bookings:
https://www.ownerrez.com/support/articles/pending-bookings