We’ve resolved an issue with your invoice payment history

We recently became aware of a technical issue in the extranet that meant the information displayed about your invoice and payment history may not have been up to date. We’re happy to let you know we’ve now resolved the issue, and the status of your invoices and recent payments is now updated.

 

You don’t need to contact us about this. We’d like to reassure you that our internal payment systems weren’t affected at any point, and our records of your invoices and payments remained accurate throughout. We apologise for any inconvenience.

 

1

Guest Arrival Credit Card Details Not Viewable

I have not yet validated the property as a letter has been sent yet I am not at the property to collect the letter and provide the code.   I host the property on Airbnb for the owners and had joined booking.com to get more bookings for them.  

We have had bookings come in and guests arrive today.  I have purchased a machine to take credit card payments with my phone but the credit card details are not viewable.  However they were on a prior booking I had to cancel 3 x 1 night bookings that came in while still configuring the listing as they were and not viable with linen hire and cleaners, so the guest kindly cancelled without penalty.  I was able to view those guests credit card details.  What happens when the guest leaves and I have not been able to charge them due to not having the details.

4 Replies
123 Views

10
BrookAve

i suspect if not a BdC VCC you cannot do anything about it.

 

You could try message or ring guest but no guarantee

10 months ago
B.
Community Admin

Dear Helen Edwards

 

If the guest is already at your property and you are not able to view their credit card details online, please, request the guest to pay directly with credit card or cash. 

 

Maybe you will also consider to opt in Payments by Booking option while your property is not verified yet. In this case we will secure the payment for you. 

 

Best regards. 

10 months ago
1
Helen Edwards

Community admin

I did try this but payments by b.com is not available for me.  

I ended up locating a ph# after the details to contact b.com in my intranet inbox were not working.  Not a good start.  

This should be clearly explained to new hosts as its taken for granted that I am at the same location as the guest so can easily take security deposit and payment.   That works for hotels only or locations that have onsite managers.  Doesn’t work for single rentals.

I have had to harass the guest all day just to get their credit card details.

The guest gave b.com their CC details when they first joined up, so they obviously don’t want to provide the manager the details again as they will be concerned they will be charged twice.

if this was explained when I joined  I would have contacted the guest for payment before providing the details to access the accommodation.

10 months ago
10
BrookAve

Use the automatic message templates so the first message that goes  them in top includes:

 

"X Actions to take before booking is considered complete."

1. As this is prepay please contact us to arrange payment.

or maybe provide options like , Our IBAN info is ….. ; Our paypal address is …. ; etc.


I know what you mean, and have seen several on here get caught out by it.

There are services like payrexx.com (with stripe) that can handle this so you do not have to use Payments by Booking.com.

 

Setup as Non Refundable, strict cancellation policy ,  minimum 2 nights;

 

You can always add additional rate plans later for flexible but price accordingly. i.e. flexible costs less but strict polices.

 

Also not all rooms have to be linked to the same rate plans.

 

 

 

10 months ago