Self check-in kiosk payments: options for guest to pay for their booking
When a guest arrives with a confirmed reservation, but without completed payment, In order to make payment easier, the hotel needs to offer an easy way to pay without creating queues and friction. This is where an “options and moments” approach comes in: allowing the guest to pay before arriving (online) or in the hotel (at the kiosk during self check-in). Solutions such as POK allow these payment moments to be enabled within a guided process, without the hotel losing visibility of the payment status.
In this article the focus is on the guest experience, but with the operational precision that matters to revenue and operations: what you can pay for, when and how, and what needs to be clear to avoid issues.
The aim: the guest can pay even if he/she did not pay when booking.
The scenario is very common: bookings made via OTA (e.g. Booking or Expedia) or reservations direct (motor or telephone) where payment is pending due to commercial policy, rate conditions or hotel preference. In such cases, the objective is not to “complicate” the journey, but rather the opposite: to offer a subsequent payment to complete the booking and facilitate check-in.
From the hotel's point of view, this also helps:
- reduce the time spent at the reception desk,
- reduce collection errors due to haste,
- and arrive at the time of key handover with the payment and/or guarantee settled (if that is the policy of the establishment).
Times when the guest can pay with POK
To understand the system in a simple way, it is useful to think in terms of two great moments. The important thing is that both can be applied whether the guest comes from OTA or direct.
Moment 1: online payment at Pre Check-in (before arrival)
If the hotel detects that the booking is pending payment, it can automate shipping of the Pre Check-in process and include the payment option there. For the guest, this is the most convenient way: they receive the link or access the flow and pay from their own mobile or computer using a virtual payment gateway.
In practice, this option:
- reduces queues at the hotel,
- prevents the guest from having to settle the payment in a hurry upon arrival,
- and leaves face-to-face (or kiosk) check-in “lighter”, focused on arrival and access.
Moment 2: payment at the kiosk during self check-in (at the hotel)
If the guest arrives with an outstanding payment, the kiosk can offer payment before the end self check-in. Typically, the flow guides the guest to pay and, once confirmed, continues with the process (including key handover, if applicable and according to policy).
From the guest's perspective, it is the “pay at destination” option integrated into self-service: no need to go through the counter if everything is working properly.
Payment options within the kiosk: physical POS vs. virtual payment gateway
Once the guest pays at the kiosk, the “how” is usually resolved in two ways. The practical difference is in the interaction and the hotel's operations.
Option A: physical POS payment at the kiosk
This is the most similar model to a traditional face-to-face payment. The typical flow for the guest is:
- Select “Pay now”.
- Insert, zoom in on or swipe the card in the Physical POS integrated or connected to the kiosk.
- Confirm the operation.
- The process continues (check-in and, if applicable, key).
Typical benefits:
- familiarity for the guest,
- speed at the physical point,
- fewer extra “digital” steps.
Operational considerations:
- hardware maintenance (POS, printer if any),
- support protocol if there is an error or denial,
- and the need for the result to be well reflected in the system to avoid double charging.
Option B: virtual payment gateway payment from the kiosk
In this model, the kiosk initiates a payment in virtual gateway within the process. Depending on the implementation, this can either be done directly in the kiosk flow or bypass the confirmation to the guest's digital environment (e.g. instructions to complete the online payment and return to the process).
For the guest, the experience is usually:
- The kiosk displays the outstanding amount and the option to pay online.
- The payment is completed in the virtual gateway following the instructions of the flow.
- After confirmation, the kiosk allows you to continue.
This approach can reduce reliance on a specific physical POS, but requires the flow to be well designed so as not to create confusion at the critical point.
How the flow changes depending on the origin of the booking: OTA vs. direct
The origin of the reservation should not prevent the guest from paying at this time, but it may change what needs to be shown with special care: amount pending, taxes/fees, y conditions (policy, regime, extras).
The priority is consistency: that the total charged and what the guest sees is consistent with their confirmation, to avoid complaints.
Case 1: Booking by OTA with payment due
The guest books with an OTA and arrives with outstanding payment (because that was the rate or policy). In that case, the hotel can:
- offer online payment in the Pre Check-in with virtual gateway, or
- allow you to pay in the kiosk on arrival (physical POS or virtual gateway).
To reduce friction, the guest should clearly identify that this is the “outstanding amount” of their booking and see the breakdown before paying.
Case 2: direct booking (motor or telephone) with pending payment
Live, the flow is equivalent:
- online payment at Pre Check-in (virtual gateway), or
- payment at the kiosk on arrival (physical POS or virtual gateway).
The operational advantage is often that the hotel has better control over the communication and can more easily align the conditions displayed between confirmation, Pre Check-in and kiosk.
What information the guest should see before paying (to avoid incidents)
An important part of “getting it right” is to prevent doubts and complaints at the time of payment. Before confirming, the guest should see:
- Total outstanding amount
- Basic breakdown: accommodation, taxes/fees, extras (if added)
- What is included the tariff (e.g. breakfast yes/no)
- Associated policy (if applicable: no-show/cancellation linked to that payment)
- Final confirmation that you will receive a voucher/confirmation
It's not a legal block, it's operational clarity: the more understandable the charge, the less work later for reception.
Key messages that reduce uncertainty at the time of payment
Examples of useful micro-copy on screen:
- “Outstanding amount of your booking: X”
- “Includes: accommodation + taxes/fees (see details)”.”
- “Local taxes: X (per person/night, if applicable)”.”
- “Policy: associated cancellation/no-show conditions”.”
- “At the end, you will receive confirmation of payment”
What to do if payment fails: alternatives without breaking auto check-in
When payment fails, the worst thing for the guest is to be “stuck” at the kiosk with no options. A simple, experience-oriented protocol usually includes:
- Guided retry (once) using the same method.
- Alternative methodanother card at the POS, or repeat the payment from a mobile phone if it is a virtual gateway.
- Clear derivation to reception or support (face-to-face or remote).
- If the policy requires payment/guarantee: explain that check-in not completed until it is resolved, with a neutral and non-blaming message.
How payment is reflected in the hotel's system (operational view, no technicalities)
After payment, the hotel needs to have it registered to avoid double charges and for any shift to be able to see the actual status. Simply put, the hotel's system should reflect:
- payment in the folio/account statement,
- the change of status of the reserve if applicable (e.g. “paid” or “cleared balance”),
- and a minimum traceability for support (date/time and transaction identifier).
This is what allows the kiosk to be “truly” self-service without generating invisible incidents that explode at check-out.
Frequently asked questions about paying for a reservation through the self-service check-in kiosk
Can the guest pay if he/she booked through Booking or Expedia and did not pay when booking?
Yes, if the hotel so configures, the guest can pay online at the Pre Check-in via virtual gateway before arrival, or pay on arrival at the kiosk during self check-in. At the kiosk, payment can be made by physical POS or by virtual gateway, depending on the option enabled.
What is the difference between paying at Pre Check-in and paying at the kiosk?
The main difference is the timing. In Pre Check-in the guest pays online before arriving, from their own mobile or computer. At the kiosk, they pay at the hotel during the self check-in process, just before completing check-in and, if applicable, before receiving the key or access.
What methods of payment can the guest use at the kiosk?
It depends on the configuration of the hotel, but there are usually two main options: physical POS payment (the guest pays with their card on an integrated terminal or connected to the kiosk) or virtual gateway payment within the kiosk flow, following the instructions to complete the online payment.
What happens if the guest arrives and the payment is still pending?
The kiosk can guide you to complete the payment as a step prior to finalising the self check-in. Once confirmed, the process continues. If the payment fails, the flow should offer alternatives (retry or different method) and, if necessary, refer to reception or support to complete the check-in without generating queues.
What information will the guest see before paying?
Ideally you will see the total outstanding amount and a basic breakdown (accommodation, taxes/fees and extras if you add them), plus a final confirmation before executing the payment. This transparency reduces doubts and complaints, especially when the booking comes from an external channel.
What do I do if the payment fails at the kiosk?
The flow should allow retrying once, trying another method (another card if it is a POS or completing the payment from the mobile if it is a virtual gateway) and offering assistance if the problem persists. The important thing is that the guest has clear options so as not to abandon the process or block the transaction.
How do I confirm that the payment has been successfully registered?
The guest receives a confirmation or receipt of payment and, internally, the payment must be reflected in the hotel's system (PMS/portfolio/booking status). This double confirmation - client and operational - helps to avoid double charges and makes it easier for any shift to check the status without relying on assumptions.
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