What can you see and set under Guest payments?

Answer

Under Guest payments you see which reservations were not kept or stayed unpaid (Unpaid and no-show) and which prepaid money is still outstanding after the visit day (Outstanding prepayments). There you refund or keep it. The Reservations at the till block determines what the till does with a deposit that is too high.

Where to find it

Settings > Guests and bookings > Guest payments, with the tabs Unpaid and no-show (/Settings/UnpaidAndNoShow) and Outstanding prepayments (/Vooruitbetalingen). For a business without reservations the entry is under Money and figures. The permissions are called Unpaid and No Show and Outstanding prepayments.

Explanation

Unpaid and no-show: choose Date as of and Date to (by default the past month) and the Filter. You then see at the top Total 'No-show', Total guests, Unpaid reservations and Total loss and below that the reservations with name, email, phone, reservation type, date, time, quantity, total amount and status. Click a row for the reservation. A reservation counts as unpaid if you chose Customer did not pay when paying. The Total loss is the sum of those unpaid amounts. Outstanding prepayments: this is money a guest paid online for a reservation, whose visit day has passed and which has not yet been settled. For each row you choose Refund (the whole open amount goes back to the guest via the online payment) or Keep (the amount goes without VAT to the Prepayments (expired) account). A partial refund is not possible here; refund via Everything about payments and then keep the remainder or leave it. By default you look back 90 days and choose 30, 90 or 365 days. The dashboard reports how many prepayments are waiting to be handled.

Buttons and settings

Name	What it does	When to use it	Note
Date as of	The start date of the period in which you search. By default one month back.	When looking for missed income.	-
Date to	The end date of the period. By default today.	Together with Date as of.	-
Filter	Choose No-show only (default) or Unpaid Only. Then you choose Search.	To find guests who did not come, or did not pay.	A no-show and an unpaid reservation are two different lists.
Visit date in the last	How far the Outstanding prepayments overview looks back: 30 days, 90 days or 365 days.	Choose a longer period to find old outstanding amounts.	The dashboard counts the last 90 days.
Refund	Refunds the whole open amount to the guest via the online payment, with the refund of the module. Jimani first asks Refund to the guest via the online payment?	When the guest did not show up but is entitled to money back under your terms.	Requires a connected Mollie account. A partial refund is not possible here.
Keep	Keeps the open amount. It goes without VAT to the Prepayments (expired) account. Jimani first asks Keep? The amount goes without VAT to Prepayments (expired).	When the guest did not come and you may keep the amount.	-
Reservations at the till	A block in the till settings (only if you have reservations): what the till does when a guest prepaid more than the receipt.	Set it once.	You find the block in the till settings and it requires the Settings permission.
Give back	If the credit of the reservation is larger than the receipt, the till gives back the difference.	When you want to give back the remainder of the deposit.	-
Do not give back	The difference lapses. A lapsed remainder goes without VAT to the Prepayments (expired) account.	When the deposit does not have to be refunded.	-

Messages

Message	What it means	What to do
That did not work. Please try again in a moment.	The refund or rejection did not go through.	Try again in a few minutes.

Related

What happens when a guest does not show up (no-show)?, How do I ask for a deposit with a reservation?

Keywords: no-show overview, unpaid reservation, customer did not pay, outstanding prepayment, refund deposit, keep deposit, expired deposit

Last checked: 2026-10-16

Translated from the Dutch knowledge base; the Dutch version is leading.