Use our data-driven guide to capture late-season demand.

Profile picture for user luxuryapartmentholidays.gmail.com i
4

How to collect payment from Guests on Booking.com

Hello, I have a terrible problem is collecting payments from the guests. We used to have card swiping machine (POS) but we could not collect payments even having all Credit Card or debit card information because Government has introduced OTP (one time password) for all transactions. This is an extra security measure and OTP is being received only on the Guest mobile. Guest will never like to share OTP with the host and they should not. 

My guests book my properties 6 months in advance without any payment and cancelling the reservation at the last moment. Our policy is prepayment after reservation of the property but we make refunds if guests cancel 14 days before arrival. Guests do not want to pay via depositing in our account or Internet Banking or Paypal or payment via credit card link. They just want to prolong the payment till the last minute. 

Couple of times I have spoken with Booking.com to solve this problem using VCC (virtual credit card) but their answer was that it has not been introduced in India. We have noticed that once guests make payment then host has less cancellations. Booking.com has asked me to discuss this in this forum. Do you have any suggestion? Thanks


Profile picture for user bookings.isleofwightvacations.com i
7
Isle of Wight … 3 years ago

Can you take Payments by Booking.com? Is that available in your country?

We have it here in the UK and it's good for us - guests pay when they book and we have a non-refundable policy. Commissions are 15% but we just increase the nightly prices to cover that.

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 years ago

Hi, Booking.com in India does not collect payment. Booking.com policy is that HOST should collect payment from the GUEST.

We also have non refundable policy too but guests do not pay money after the booking. Our cancellation rate is almost 86%. This is due to non payment of money after the booking and then cancellation afterwards. Guest is simple prolonging the payment till the last moment.

Even if there is cancellation from the Guest, Booking.com does not mind charging their own commision irrespective money has been paid or not! In many instances, guest has cancelled the booking after informing Booking.com but Booking.com commission invoices are ready. 

I feel that only solution is to take some (15-20%) or full money (100%) at the time of booking and collecting rest before arrival. Or introduce system of VCC! In this respect, what other hosts are doing?

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

I agree with you. Even I was receiving a huge number of bookings well in advance for the month of October, until a few days ago. When I contacted them individually, all those bookings were made even before their train tickets or planes tickets were confirmed and therefore, were not coming. Some of them didn't even know how to cancel their bookings. I had to request booking.com on their behalf, it was a lengthy process. I think, it's a good idea that booking.com should start taking money from the guests at the time of booking even in India. This will bring cancellation rate down substantially, it will not only benefit the partners but also bookingm.com as a whole. 

p
1
Phillip Chitalu 28 days ago

We have the same experience here in Zambia. I know businesses have different models, but the Airbnb model works better. Airbnb ensures guests pay them directly and within 24hrs of the guest checking in we are paid. It is my belief that because guests pay in advance of arrival, there are less cancellations experienced.

The issue of blocked rooms that cannot be used is most annoying.

 

Profile picture for user szekelyzsoltoffice.gmail.com t
7
Thuild - Your … 3 years ago

@ISH 

You have a way of processing all those payments, however that requires a fair amount of work.

I could help you with this as I do hotel consultancy and one part that I focus on is payment processing.

Contact me via my website and let's chat about this.

 

Warm regards,

Zsolt - www.thuild.com

p
1
Phillip Chitalu 7 months ago

I have the same problem.here in Zambia. Our cancellation rate is over 50%..The bookings block our rooms and then people do not show up!!

How can this be resolved?

 

m
1
Marie Malcolm 4 months ago

I have the same problem here in Jamaica..My cancellation rate is over 80%I loose business because this ties up my calendar then guest book then don't turn up or cancels last minute .I have reached out to Booking.com also but they say there is nothing they can do..It is very frustrating !

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 4 months ago

We also have almost 90-95% cancellation rates. It is very frustrating. All cancellations takes place on arrival date. Guests also do not turn up. Inventory is blocked till next day. Really host can not do anything. None of the guest/s pay money in advance even when cancellation and money retail policies are in-forced.

There is only one solution that Booking.com collects payment and in case if it can not collect any payment then due to non payment booking should be cancelled with in 24 hours automatically. Booking.com must review its policies.

 

m
1
Marie Malcolm 4 months ago

Booking.com also advertises

"Book now cancel later"

This encourages guest to book more than one place then ignore or cancel the other places.

They should not kill the goose that Lays the golden egg !! We are laying the eggs here...keep us in business instead of putting is out !!

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 4 months ago

Yes, Booking.com itself is responsible. Thy are encouraging guests to cancel booking. I have closed my inventory due to cancellations and also, they are distributing free breakfast and other things to guests while these are not included in the pricing.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Even I have closed inventories for the months more than three

m
1
Martin Dlabač 3 months ago

Hi all, 

I am facing the same issue. BdC told that there are two solutions:

1. Payments by Booking - which seems difficult and costly

2. Arrange credit card payments collection so we are able to charge the guest card. After we establish the card solution then we mark this new payment method on Extranet. After this, they will start to show the card details to us in the case of "no-show". 

 

I am currently searching for the proper technical solution which allows me to enter the card details myself and charge the card provided by BdC. I have found some online payment solutions on google but I have no experience with that.

Do you have any experience about these solutions? Can you recommend any?

 

THanks. Martin

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 months ago

During time of booking I get all card details except OTP (one time password). Guest receives OTP on his mobile. CARD PREAUTHORIZATION is possible only if POS machine provider must be willing to accomodate this. But due to unauthorized use they do not allow in India in general. They allow only to big hotels.

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 months ago

It is a problem on Booking.com. Card details are provided by Booking.com. You need to check PROPERTY >> POLICY >> CREDIT CARD EXCEPTIONS >> please leave blank. You will get all details about CC, DC except OTP. But there there is a catch. If you have the facility of PRE AUTHORIZATION PREFRENCES please opt it. Basically you can hold payment or charge it. You need to speak with your POS machine vendor. Only they can give but they will not like if it will be misused by anyone. 

Or please send them payment link and give them time to pay in 24 or 48 hours. After that cancel booking due to non payment. Except this there is no way on Booking.com. 

Please try. Thanks

Profile picture for user barry.reilly.winnov.net b
11
BrookAve 3 months ago

 

Dont forget option #3 - 3rd party who is NOT BdC ,and add it as a process into New Reservation Template, with time limit to complete before reservation canceled/voided. 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 months ago

What is BdC? Can you please elaborate it? Where this feature is available? Thanks

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 months ago

In this part of the world this option BdC is not available in the Reservation Tab of the Booking.com. Booking.com must consider full payment within 24 hours of the booking or otherwise automatic cancellation after 24 hours., .They should not promote BOOK NOW AND CANCEL LATER. CANCEL LATER POLICY is hurting hosts like us who have a cancellation rate of 85%.

Profile picture for user kakoli.kariappahouse.in k
1
Kakoli 3 months ago

Thank you for discussing this issue. I own a boutique homestay in Pondicherry, INDIA, and face this problem on a daily basis. Prospective guests fail to understand our problem that Booking.com does NOT guarantee the host’s booking despite the fact that they have guest Card details. You are absolutely right in saying that we CANNOT collect payment on the basis of card details alone. I do not understand why Booking.com has this discriminatory policy because Airbnb has no problems in collecting our payments paying us on behalf of the guest. Possibly because Airbnb has an office in India and follows Indian taxation rules. Booking.com does have an Indian bank account to collect commission payments from us so how could they not be paying tax in India? If they do, then why not follow the Airbnb model?  I also have 90% cancellations but that is because I refuse to confirm the booking unless I get paid. Does Booking.com not realise how much they are losing from small Indian businesses like us?  Even if Booking.com allows us to have the option to clearly display the line BOOKING WILL GET CONFIRMED ONLY AFTER GUEST HAS PAID THE HOST, we will have the option of collecting payment ourselves without an argument.  In the past Booking.com has also tried to impose a penalty on me for not confirming a booking without a payment, which of course I refused to pay.  I hope someone from Booking.com reads this post and wakes up because my phone conversations with the support team takes us nowhere. 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 months ago

Please note that Booking.com has offices in GURGAON, HARYANA and MUMBAI, MAHARASHTRA. They do not collect money hence they do not deposit taxes on their earning but nevertheless my all earnings are shown on 26AS form which s against my Pan Number and GST. 

There are different models operating in Europe where after collection, booking.com recharges your credit card with the amount. This CC has been issued by Booking.com. On many occasions, I have discussed this problem with Booking.com but all in vain. 

Booking.com policy is BOOK NOW and CANCEL LATER. It is good for guests but bad for us where we have cancellation rates of 95-98%. Worst thing is that we wait for the guest for 15 or more days without any commitment. We print their bookings. Our inventory is blocked and all of sudden booking has been cancelled or NO SHOW. I the mean time we provide all information to the guest/s but it is all in vain.

Please note that booking.com does not loose any money. Reason is if customer does not book your or mine property. They will book another property on Booking.com platform. So we are looser those who have put their properties on booking.com portal.

What is remedy? Now I have started sending payment link. I am asking guests to pay in 24 or 48 hours otherwise I will cancel the booking. If they cancel booking once payment is made. Then I will be happy to refund full money as per T & C and RATE PLAN. That's all 

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Thank you very much for the information, I could learn a lot from you Sir. The best thing is that we should not depend on booking.com blindly. I will follow your advice from now on. Thank you once again 🙏

Profile picture for user kakoli.kariappahouse.in k
1
Kakoli 3 months ago

Hi, Ok, so they have multiple offices here, they take the commission payments into their Std Chartered bank account here which means they do pay their taxes here. So WHAT IS THE PROBLEM IN COLLECTING MONEY ON OUR BEHALF AND PAYING US, like they do for so many other countries?  I have been asking guests (who been without paying) to pay directly to us to get a confirmation but almost all of them argue that they are not required to do that. It is indeed their model that needs to change, and they may change that only if they realise that they are losing significant business. 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 months ago

They are not loosing business. A guest books multiple properties at a time and then cancel it a sper his/ her will.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Sir, what about the GST they have been talking from us @12% of booking amount? Do we need to pay income tax even after GST is taken by booking.com? Will be really grateful if you kindly elaborate please🙏

e
1
Elisabet Diaz 3 months ago

Our solution was to stop using booking.com.... they're not worth the hassle.  Airbnb, VRBO, GOOGLE, Trip Advisor...    

Screw booking.com and their ridiculous system.  We've lost tens of thousands of dollars because of booking.com.

Additionally - I'd say roughly half the guests we do get from them trash the place.

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 3 months ago

It is bad. It does not change their health whether we use Booking.com portal or not? They encourage guests to cancel booking afterwards. We have 90-95% cancellation rate.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Why not make a forum of hosts from India to discuss such critical issue and try and find out a solution? I can see all of us are in the same position. Some people don't even know which property they have booked at when I ask them to pay in advance. 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 1 month ago

I have requested them so many time about launching virtual card system in India as they are doing in Europe. nothing has happened. Now, for me Booking.com has become a nightmare from me. They do not have any responsibility towards hosts, Indian Government except making money in India. People are using this platform because they get free cancellation. And Booking.com encourage them.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

India is a huge market for any company because of its population and diverse geographical location. Booking.com cannot take us for granted, we must adopt steps to compel it to introduce virtual card system even in India. I will talk to them as well. Please do keep in touch Sir 👃

Profile picture for user kakoli.kariappahouse.in k
1
Kakoli 1 month ago

There is no point talking to them. They are rude and could not care less. Unfortunately, they have the best visibility in the market (probably has a deal with Google). 

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Yes Ma'am, booking.com comes on top in the search engines. That's not bad so long our interest is protected. I think, we need to keep on demanding for payment system, indivisually Or collectively.  Please keep on raising your voice. There's always a light at the end of the tunnel! 

p
1
Phillip Chitalu 1 month ago

We have been on booking for over a year now. While the traffic is good, most of it results in cancelled bookings. What is annoying is your room/apartment is blocked and then guests do not arrive!! This results in a number of lost opportunities!! I have engaged booking.com on this matter but appears we are too small to make them move.

 

The solution is to have an airbnb type of booking service. Collect money from bookings and give it to us when guests are expected in. You rarely experience cancellations on Airbnb and my guess is this is due to  the advance payments.

 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 1 month ago

It is all in vain. They do things as they suit them. Kakoli is right that they are rude, merciless and do not care.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Please don't give up so early, keep your options open. I have been going through the same problem as you have been. We must try to know why booking.com is not collecting money directly. Why they are discriminating us with Europian countries? Is there any one who can bring us together to raise our voices collectively? That I think will help us to some extent. Keeping fingers crossed for your answers please. 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 1 month ago

They do not want to involve themselves in financial aspects. Each country has its own strict laws. They do not collect payment because they do not want to involve themselves in different problems. Now (GST taxes like in India) are borne by HOST and it is the duty of host to collect and deposit them to Government. Booking.com is in no way responsible for that.

In Europe, they have started VIRTUAL CREDIT CARD SYSTEM. At time of booking guest has to pay full money depending upon the Rate Plans and T & C.

One of the biggest problem is that host like me hold rooms for 1 day to 3 months and at day of arrival room may or may not be cancelled without any information.

If you compare Asian countries with Europe, Governments are very serious and companies like these can not to take any financial advantage.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

What about the GST that I have to pay booking.com every month, apart from the commission. I am being charged twelve percent of booking amount. Is it not deposited to the Government of India by booking.com? If that's true what step I am supposed to take, please suggest me. I am really concerned about it. I have just started my business. I don't know much about the tax payment... please help me 👃

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 1 month ago

You are supposed to deposit GST to Government. You should have GST number. Any Chartered Account can help you. You need to raise invoices depending upon booking and file these on the line monthly or quarterly. Rates are as follows:

1. Rs 1,000/- night or below -- taxes are zero.

2. Between Rs. 1001/- to Rs. 7,500/- night -- taxes are 12%.

3. Between Rs. 7501/- to above -- taxes are 18%.

Commission taken by Booking.com are the charges so that Booking.com can run their shop and pay their employees.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Anyway Sir, thank you very much for being so kind to and for having explained to me elaborately. But trust me Sir, I have been paying GST to Booking.com @12% of the total booking amount which is shown separately even in the tariff. That's what I was asking you.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

Sir, that's what exactly I have telling you. Booking.com has been talking GST a @12% apart from the commission (I meant 15% as its commission and 12% as GST, total= 27% of the entire booking amount)

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 1 month ago

No, Booking.com does not collect either commission or GST. You need to file GST after the month. You will do this after raising the invoice. As far as commission, after the end of the month they will send you invoice and you need to pay this in their account.

Profile picture for user tshering_dukpa.hotmail.com t
3
TSHERING DUKPA 1 month ago

That means I will have to talk to booking.com for the GST they have collected from me. Thank you very much Sir for explaining to me in detail. 

Profile picture for user branlyhm.gmail.com b
1
Branly Hernandez 28 days ago

Hi all

We just got our first booking from booking.con. Client arrived last night for 3nights. I have not received payment from booking yet and they say that I need to collect the cleaning fee + tax from the guest directly 🤷‍♂️. Please advise 

 

thanks in advance 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 28 days ago

You should have collected money from the guest on the arrival.

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 28 days ago

Booking.com does not collect payment hence it is obvious that you should collect the payment.

Profile picture for user branlyhm.gmail.com b
1
Branly Hernandez 28 days ago

So you’re telling me that as we speak I have people for free at my home ? 

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 28 days ago

It is not that. Ask them to pay you immediately cash, CC, DC, bank transfer.

Profile picture for user branlyhm.gmail.com b
1
Branly Hernandez 28 days ago

Sorry but I really don’t understand why I need to ask them to pay me directly when I already provided my banking information to booking on the registration.

I heard from a friend that booking will take care to collect the money from the guest and that I will have to pay them back their porcentaje 

so frustrating right now… 🤦‍♂️

Profile picture for user luxuryapartmentholidays.gmail.com i
4
ISH, Atithya H… 27 days ago

I think, I have commented a lot hence there is no need for me to write on this subject. As far as your query, please check guest invoice. It looks to me that U are new on booking.com and you have not read Booking.com T & C and payment conditions. I am not a paid servant of booking.com. If you have any doubts, please pick phone and call Booking.com office in your country. Thank you