B.
Pinned

Guest Payments and Finance FAQ

Want to get the most from the Guest Payment and Finances topic?

Before posting, check if your questions have been answered in these popular threads: 

  1. Ask Me Anything about Payments
  2. A few beginner questions about payments
  3. How do virtual credit cards work?
  4. How can I contact Booking.com about commision or invoice payment?
  5. How do I change payment methods and how do I pay commission?

Want to know more about the forum? Here are the most popular questions 

  1. How can I get in touch with Booking.com? If your question can’t be answered by another partner, please send a message through your Extranet inbox or find your contact number.
  2. Why didn’t my post show up? We have a filter designed to automatically detect spam, however legitimate posts can often be caught too. If you’ve been waiting more than 24 hours, please send an email to partner.forum@booking.com and our team will check it for you. If your post contains sensitive information (for example, guest confirmation number) or profanity, these words will be edited out and the rest of the post will remain intact. If your post is removed for violating the community guidelines, you will receive a notification email alerting you of this.
  3. How can I manage my email notifications? Add notifications by clicking the Follow button while browsing any forum thread or topic. You can unfollow a thread or topic either by clicking again on the button (to ‘unfollow’) or unsubscribing through the link in your email notification. If you start a post or reply to an existing post, you’ll automatically be enrolled to receive email updates.
53 Replies
2331 Views

7
Thuild - Your …

Really good idea to have this put up here, Laura.

Hopefully people will go to this page and understand to use the links :)

Zsolt - www.thuild.com

1 year ago
10
M Adamopoulou

Laura very helpful all this. Thank you for your support.

1 year ago
1
Lisa Burrows

Hello,

I am writing from the Farmhouse at Redcoats.

A guest booked with us and his confirmation says that payment will be taken from the hotel. However on the confirmation when we sign into booking.com it says you have asked him for pre-payment.

He is under the impression that he has already been charged through booking.com.

Are you able to check this for us please?

1 year ago
10
M Adamopoulou

Hi Lisa-Burrows and welcome to the forum. As Laura stated above I think you have to contact booking.com. following her instructions. “How can I get in touch with Booking.com? If your question can’t be answered by another partner, please send a message through your Extranet inbox or find your contact number.”
Take care.

1 year ago
1
Drchanaye

Hi Lisa Burrow,

If you hit the button saying "Pre payment needed" or something like that, you can get the credit card information since date of reservation. You have to record it and charge it (by using your POS) according to your cancellation policy. And don't forget to ask the client to sign on the charged paper.

Good luck!

1 year ago
1
Triciamfoster

This information is very helpful as many times for a new partner it is very challenging to find a quick answer to the many questions which arise in the beginning stages in working with Booking.com.

1 year ago
1
Avinash7492

Payments by Booking.com is initiated to cheat the Partners, I'm one of the victims of the same, First they paid me short amount, after notifying their mistakes now they are not ready to settle my amount instead writting me by saying as if they are making favour & issue a credit note which is not useful for me. I want my Amount to be paid into my Bank A/c but team is harrassing me by saying its not possible as per their rules. Un-professionalism clearly seen from their communication with calculating GST, making payments etc. One team can decide on the matter they claim & she is on Leave since past 10-15 days & surprisingly nobody we'll look after her duties they saying, even lies whenever ask them when she resume the duties.

Even for Booking.com mistake they'll make their partners suffer & harrass, didn't expect these things from Booking.com atleast.

Awaiting for justice to me.

1 year ago
10
M Adamopoulou

Hi! Avinash and welcome to the forum.
Very sorry to hear about your struggles. Booking.com handles my payments and so far I have no problems. Hope your issue is soon settled.

1 year ago
1
Saviour Goyal

SAME LIKE AVINASH IS HAPPENING WITH ME, THEY ARE STEALING ALL MY MONEY AND MAKING EXCUSES OF SOME PROBLEM WITH BOOKING PAYMENT SYSTEM BUT WHY SHOULD WE SUFFER FOR THEIR MISTAKE

+1
1 year ago
3
Theladyinglass

Can you please start and pin a thread over the payment issues being raised by many partners for this month. We need a single point of contact. Many many partners have not been paid

+3
1 year ago
8
pibomarco

You'll get paid soon. Calm down.

+1
1 year ago
3
Theladyinglass

I am calm but that is not getting this sorted. I would not mind if booing.com said there was a problem and said they were sorting it but they do not

+1
1 year ago
10
M Adamopoulou

I understand payment problems are very frustrating. May be partners that have payment problems should send feedback directly to BDC.
Keep well...

+1
1 year ago
4
Captainsquarters21

I have not been paid by Booking.Com for my April Payment, no one is answering the telephones and no communication has been offered to affected hoteliers.

Payment was due on the 8th May and it is now the 21st May it is very worrying,

Has a fraud occurred or is Booking.Com in financial trouble and going under!!!

We deserve a response!!!

Communication is Key to a successful business partnership don't you think?

+1
1 year ago
10
M Adamopoulou

Of course communication is the key to successful business partnership. It’s really so sad to hear that so many partners have not been paid on time.
Hope this financial problem is resolved as soon as possible.

1 year ago
3
Weigelt

I hate credit cards and the problems that come with them. I love Booking.com's online payment system. It really works for me.

+2
1 year ago
10
M Adamopoulou

I fully agree BDC facilitates payments for me also and have no problems.
Take care...

+1
1 year ago
2
Hakahanabb

Here is a challenge for Booking.com financial department in the way they conduct business in the sense of commission and now the new 2.1% payment fee. At present the system is unfair and unjust to the Host on the basis of the following:

Host sets their rate requirement inclusive of 15% commission and adds VAT 

= Total payable by guest.

On receipt of payment B.Com take 15% of total as commission adds VAT on commission the commission with remainder going to Host but less 2.1% Payment handling and VAT due on the handling fee.

Remains go to Host but the host will never receive their required rate inclusive of VAT?

THIS IS FACT

Here is the proposal: The host sets their rate which does not include VAT to B.Com: B.Com adds 2.1% for payment handling, 15% for commission and finally VAT at what ever rate is applicable to the country Host is living in. This total is now presented to the guest as the accommodation rate. When payment is made to B.Com they will pay over to the host their rate inclusive of VAT chargeable to that total. In this manner B.Comm receives their portion inclusive of VAT and the host receives their portion inclusive of VAT. 

If any specials are offered the same format remains.

 

 

1 year ago
8
pibomarco

Our payment fee for the transaction is 1,2%.  Regarding VAT... which travel agency doesn't practice this? All travel agencies that I know takes commission from the total amount. 

+2
1 year ago
10
M Adamopoulou

pibomarco I agree with you!!!!

Commission is everywhere in everything!!!

Btw have you done any new decoration????

1 year ago
8
pibomarco

Not really, perhaps next year. :) 

1 year ago
2
Hakahanabb

This issue may have no effect on your business's financial viability but to others it can have a very negative impact and only way to attain your target income means having to raise your rates which can put you into a situation where guests find your establishment too costly. Also the higher the rate the higher the final commission and VAT fees from B.Com so where is the medium?

Think of the smaller establishment which only caters for a small amount of guests but offer 5 star service and facilities.

1 year ago
8
pibomarco

If the problem is just the commission amount and establishment can not cope with that.. well it's time for them to re-evaluate their business or quit and find another job.

Sometimes higher rates mean you will just get different (better) guests. Those guests that have money and are willing to spend won't book the "cheapest" accommodation althoguh they offer a 5 star service and facilties.

As I mentioned before that's how ALL agencies work where they charge their commission. Some OTA's charge even more then 20% ect... 

+1
1 year ago
1
Tina McDowell

For the last two months, it has been very challenging and frustrating  having to deal with Booking.com Finance and credit team.  

Booking.com kept insisting I have outstanding invoices. Despite my reply stating I have sent numerous message with a screenshot of my bank statement with reference no as evidence for my payment. Please get one of the finance officer to contact me to review the payment so that I can instruct my bank to investigate.  For the September invoice, I suggest they can offset from the amount owe to me by Booking.com. 

As a partner, I expect all booking.com executives to understand their role to be supportive, and rectify payment issues immediately instead of sending a computer generating threatening message.

Today, they sent me the same message stating that my account will be suspended.

The Customer Service gave me a UK number  +442035646725 to get help and at the same time, she will send a message to UK Finance team to contact me.  I am unable to get through to anyone and no one called me back.

I have my property listed in Airbnb and Homestay. Usually, if there are payment dispute, the account manager will contact me then followup with an email to summarise what was discussed and agreed.  Payment collected by Airbnb/Homestay is paid out to Partner 1-2 day after the guest has checked in. Booking.com should be able to follow similar industry practices.

11 months ago
1
Ronald Chanthunya

Hi 

Please assist how I can change setting to start charging in local currency as guest are taking advantage of our lower rate and prefer to convert a dollar to our local currency.

 

Ronald

7 months ago
10
M Adamopoulou

Hi! Ronald and welcome to the Partner Community.

Sorry I am not sure this can be done.

I think it’s better you contact directly booking.com.

Wish you luck.

 

7 months ago
2
Wistar Tjoetarno

Hi, Everyone. I just join the community.

I need help in only 'Pay Now' option available. 

I started renting my available space since 2018. I use several channels and one of them is Booking.com. I have listed my property in Booking.com since 2018 also.

Booking.com keep sending lots of No-Show reservations.

On last Des 2019, I upgraded my property into wooden-style accomodation. I am happy with the new wooden-style because from other channels, customers are keep coming and recommend my property to their friends as nice place to transit for hours or couple days.

As usual, Booking.com keep sending no-show reservations.

I notice that when customers make reservation via Booking.com, they get two options:  a. Pay later (at the property) b. Pay now.

I am thinking that maybe there's a way to set only 'Pay Now' option available. 

Is it possible to provide only 'Pay Now' option ? 

How to do the set up for this 'Pay Now' only option ?

Thank You.

7 months ago
8
pibomarco

Activate "Payments by Booking.com"?

Extranet -> Finance -> Getting paid

7 months ago
10
M Adamopoulou

Hi! Wistar and welcome to the Partner Community.

As pibomarco stated "Payments by Booking.com" is an excellent service and is what I use but its not available in all countries.

Wish you a great start.

7 months ago
2
Wistar Tjoetarno

Hi pibomarco and adamopoulou.

It's like in the picture, i want to eleminate 'pay later' option.

Some of the customers already paid online, and I am happy with this 'Pay Now' customers.

But I do not want 'pay later' customers book my property. 

Is it possible ?Remove 'pay later' option

7 months ago
8
pibomarco

Check your policies. I guess guest can pay later to the date based on your policies (during the free cancelation period). 

+1
7 months ago
10
M Adamopoulou

Wistar, please give us feedback if you checked your policies...

Did you find what is wrong???

7 months ago
2
Wistar Tjoetarno

Hi, Adamopoulou and pibomarco.

 

My policies in relation to prevent 'Pay Later' customers:

Cancellation

7 months ago
10
M Adamopoulou

Sorry Wistar, booking.com facilitates my payments but set up is different from yours.

Pibomarco, has huge experience with payments so maybe he can advise you better, if not,

I think its best to contact your booking.com local office and ask for their support.

Wish you all the best.

 

 

7 months ago
2
Wistar Tjoetarno

Just curious, Adamopoulou.

When customers book your property, they has 'Pay Later' option ?

Thanks

7 months ago
10
M Adamopoulou

This is my payment policy...

Payments by booking.com

7 months ago
10
M Adamopoulou

Have in mind that not all countries/properties have this option...

7 months ago
2
Wistar Tjoetarno

Adamopoulou, may I know your property that use payment by booking.com please ?

 

Thank you very much for all your responses.

+1
7 months ago
10
M Adamopoulou

Yes Wistar, I use Payments by booking.com and their service is excellent.

For me it works  and payments always on time.

Massive pleasure, hope you find the best solution.

7 months ago
8
pibomarco

To my understanding based on the info you gave I assume:

Pay Now = usually a non-refundable rate or a cheaper rate, but not necesseraly. 

 

I also see that you have active "Online Payments", so when guest makes a booking and choose Pay Later are you able to see their Credit Card details? Or do you receive a Virtual Card from BDC? 

 

Online payments are guaranteed payments, so you should receive payments for late cancelations, no-shows etc...

 

Did you receive payments for those no-shows you mentioned? 

-1
7 months ago
2
Wistar Tjoetarno

Hi, Pibomarco.

99% of the no-shows are 'Pay Later' customers and creates income problems if we provide the rooms but no shows.

Last week we have no show from booking.com but luckily another guest arrive lately from another channel. (But not always this luck).

 

99% 'Pay Now' customers will come on the check-in dates.

 

So, we want to do only 'Pay Now' customers.

Any idea Pibomarco ?

7 months ago
B.
Community Admin

Hi Wistar Tjoetarno! Thanks for raising the topic about payments by Booking and "Pay later" option.

 

At Booking.com we offer 2 Payment by Booking options:

- for cash only properties we handle 100% of payments from guest, payment is being sent to partners via bank transfer;

 

- for partners that are able to work with credit cards we offer different type of Payments by Booking where virtual credit cards are involved. When property is opted in for this payment method, the guest will have 2 payment options - "Pay now" (we charge the guest and issue a virtual credit card) and "Pay later" (the guest provides his own credit card details which you can charge or pre-authorize depending on the reservation policy). In this case it is important to set up pre-athorization option and check the validity of the credit cards prior to check in. 

 

Please, bare in mind that, unfortunately, these payment methods are offered not for all our partners at the moment. 

 

Best regards!

7 months ago