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Question

Card payments as pending

  • July 28, 2026
  • 2 replies
  • 5 views
Mark Alexander Joel
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Can I ask what other hotels using Mews do when a payment gets stuck in "Pending" for 12 hours and is then voided?

I just had an OTA guest with a fairly large food and beverage bill whose payment ended up as "Pending", only to be voided 12 hours later. Now we risk losing that revenue.

I travel a lot myself, and I have never had a card payment take 12 hours to process. My cards are always charged instantly, and they all have two-factor authentication enabled. How do you handle situations like this?

MarkAJ

      2 Replies

      Robin Gustavsson
      Trailblazer
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      Can I ask what other hotels using Mews do when a payment gets stuck in "Pending" for 12 hours and is then voided?

      I just had an OTA guest with a fairly large food and beverage bill whose payment ended up as "Pending", only to be voided 12 hours later. Now we risk losing that revenue.

      I travel a lot myself, and I have never had a card payment take 12 hours to process. My cards are always charged instantly, and they all have two-factor authentication enabled. How do you handle situations like this?

      Hello,

      Yes, we see this from time to time.

      On 25 July, however, it happened more frequently than usual, so there may have been an issue with Mews or the payment gateway (Adyen).

      Best regards, Robin
        Mark Alexander Joel
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        I asked in a closed Best Western forum. Nobody had noticed this because they assumed the payment had gone through. That is quite worrying, as there is no warning or indication that the payment is still pending.

        Ideally, the terminal should cancel the transaction immediately if it cannot be completed, unless the Mews developers expect us to ask the guest to wait 12 hours before we know whether the payment was successful or not. 😅

        MarkAJ
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