Problem statement
When a guest attempts to complete a direct booking but needs to complete verification first, the checkout page displays "Unable to pay for this booking at this time" in red text. This messaging is misleading because:
- It suggests the payment itself has failed
- The red color reinforces the impression of a failed transaction
- It doesn't explain what the guest needs to do next (complete verification via email)
Current workaround
Hosts testing their own direct booking flow encounter this confusing message and recognize it could mislead real guests. There's no current way to customize or improve this messaging.
Impact
- Guests may believe their booking failed and abandon the process
- Guests don't understand they need to check their email to complete verification
- Creates unnecessary confusion and friction in the booking experience
- May result in lost bookings due to unclear next steps
Proposed solution
- Reword the message to clearly indicate that verification is required (e.g., "Please check your email to complete verification and finalize your booking")
- Change the red color to a more neutral color (like blue or yellow) that indicates "action needed" rather than "error"
- Provide clear direction about what the guest should do next
Unlock
With clearer messaging, guests would:
- Understand exactly what step they need to take next
- Be less likely to abandon bookings due to confusion
- Have a smoother, more professional booking experience
- Reduce support inquiries from confused guests