The guest sees "That didn't go through — please try again, or message your host directly." No money was taken.
What usually causes it
- The item was switched off, deleted or renamed after the guest opened the page.
- A paid item was left with no price. A paid item at zero cannot be checked out.
- Stripe refused to create the payment page.
- The guest tried many times in a few minutes. Checkout allows twenty attempts per ten minutes from one internet connection.
If your payout account is simply not connected, the guest does not see this message — they are shown Request instead and the order arrives as a request.
What to do
- Open Extras & requests and check the item is ticked on for that property and has a price.
- Open Settings → Payout account and check it says payouts are connected.
- Ask the guest to try again. If it fails a second time, ask them to use Something else? in the shop instead — that always reaches you — and take payment directly.
- Anything they did complete is in Guest purchases, so check there before asking them to order again.
If they got as far as Stripe
An order that reached the payment page but was not paid shows as awaiting payment in Guest purchases and clears itself after about a day. Nothing was charged.
If it keeps happening
Reply to any email from QuietStay and it reaches a person. Tell us the property and roughly when they tried, and we will look at the checkout.