Issue between Hotel Booking & Stripe

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  • #1092099
    Kerry Miller
    Participant

    Hello, I have already created a support ticket about this issue, but I wanted to share in case anyone else is experiencing this – or to inspire others to check!

    The first time this happened was 2/11/2021 and the second time was 3/18/2021 – two different customers. We have updated to the new version of Hotel Booking in between those dates, so this is not related.

    What happened: a customer filled in the booking form on our website, entered their credit card details and clicked “Submit”. Hotel Booking told Stripe to process the payment, so Stripe completed the payment. HOWEVER, Hotel Booking never completed the booking. There is no corresponding booking number. It never sent a booking confirmation email to the customer or to Admin. It never recorded the booking at all – not as Pending Payment, not as Cancelled, nothing. The only record of this happening is on Stripe, which shows we charged a customer but we have no idea when they are coming, for what accommodation, etc. And the customer sees the charge on their credit card so they think everything is ok.

    One customer has said that after they submitted the booking form and payment, a box appeared that said something about a required field. But they had filled in all fields and there was no way to move forward after that box appeared.

    I have submitted a support ticket to MotoPress and their response in early March was that no one else is having this issue so they don’t know what to do about it. So I thought I would post here about it and encourage everyone to check their Stripe accounts and make sure all charges have corresponding bookings.

    #1092320
    Andre Flores
    Moderator

    Hello Kerry,

    Thank you for posting this topic, it is much appreciated.
    The issue is indeed quite unique and we have not received similar complaints from other users to the date. Let’s see if anyone else faces the same issue, so we could proceed with the investigation.

    Regards,
    Andre

    #1153187
    Nicholas Evans
    Participant

    We have just been made aware that this happened to a customer of ours using Hotel Booking version 3.9.6 on 30th June 2021. To our knowledge this is the only time we have experienced this issue out of 600 or so bookings.

    The strange thing in our case was the amount taken by stripe from the customer’s credit card did not exactly match the deposit required for the booking. Deposit required was 119, stripe took 122. But, as reported, stripe has no booking reference for this payment and there is no record of the payment within Hotel Booking. Also strange, was that the incorrect stripe payment was taken at a time of 13:10. The correct deposit payment of 119 with correct booking reference and recorded in Hotel Bookings was taken at 13:13.

    The customer did not report seeing anything strange with the Hotel Booking user interface when making the booking but was adamant that she did not submit the booking twice or, in any other way, make two payments to Stripe.

    Was there any investigation and/or resolution to this issue by MotoPress?

    #1154121
    Andre Flores
    Moderator

    Hello Nicholas,

    Thank you for sharing this information, it is much appreciated.
    Our developers are currently working on possible fixes for issues, related to unexpected behavior during checkout process, e.g. when the page is refreshed, freezes etc.
    We expect to have the Hotel Booking plugin update with possible bug fixes released shortly.

    Regards,
    Andre

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