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1
AGH

Last Minute Reservations With Declined Credit Cards

This is not so much a tip or trick but a suggestion for Booking.com - please find a way to charge last minute reservations at the time of booking.

We are plagued by last minute reservations (one or two days before check-in) that have declined credit cards. Because of Booking.com's terms (after flagging the card as declined) we must hold the reservation until 6pm on day of check-in.

Today I had to hold a room until 6pm that I could have sold many times over. But I must hold it for a bad card (and a phone number that is not recognised). I would estimate 75% of my late reservations have declined cards.

I am actually thinking of removing all late availability from Booking.com because of this chronic problem.

Anyone else have the same issue?

18 Replies

1
Steve Thorogood

Its an Issue, If not a problem that we go through all the time and not just for last Minute reservations, the system is unfair and should be addressed, Booking.com have to understand that this should be a priority to sort. the hotel has no Guarantee of payment and is left vulnerable, under terms and conditions the guest booking Must be made aware that it is their responsibility to make sure details are correct and sufficient funds are available otherwise Booking cannot be guaranteed. This should not in any way hurt Booking.com status (its already pointed out that you can decide payment on arrival or not and are urged that more bookings may be generated this way) and it will certainly help the Hotels in this general fraudulent activity from certain Guests booking.

1 year ago
5
Graham Fisher

Not just last minute reservations either - I now pre-authorise my cancellation charge on all bookings over £300.... for smaller sums "life is too short".

Unfortunately, this seems to be a problem with reservations from certain countries in particular...

1 year ago
1
Jacqui De Sousa

This is a problem internationally, why cant booking.com be like all the other sites and take upfront payment from the guest?

1 year ago
2
Anton Cloete

I could not agree more with this thread. We have also lost income many a time because of no-shows (whether last-minute bookings or not). Upon reservation we send out a welcoming message to the guest via booking.com requesting payment of deposit (specifying 2 methods of payment), but some guests ignore this and follow-up phone calls.

It would be a great boost if booking.com could either take monies up-front from the guest or ensure that payment to the accommodation establishment will be made.

1 year ago
1
Antonella Roma…

one really aims to do as little admin as possible especially where as i am manager/ owner i do it all, i find that guests communicate over small detailed things, but then you dont hear from them anymore when they suddenly cancel , and you have to refund, it is time consuming and costly

1 year ago
1
William

I have been getting so many reservations with declined credit card payment, more than 90% of them turned out to be fraudulent. Before booking.com does anything allowing the property to mark those kind of reservation as pending instead of confirmed when the payment is questionable (declined), we may choose to mark the credit card invalid on extranet and send a message to the guest informing the guests their reservation are pending til the credit card information gets updated. Usually I can pretty much know the reservation with local phone number, it is most likely a scam or no show later, so i just add an extra room available for rent. It is not the best solution, but it definitely works in that kind of situation.

1 year ago
1
Antonella Roma…

I have done away with last minute arrivals, through booking.com firstly i cannot afford it as i can fill rooms with regulars, therefore i dont need to wait for a guest that might not arrive, and since "he"did not give credit card details can change his mind and go somewhere else, i do insist on credit card details, as it is a way of confirming the booking, i often have declined cards though, that is frustrating, as often the booking will be cancelled.

1 year ago
1
Jacqui De Sousa

More pressure needs to be put on Booking.com to update their system to receive payments and then all our problems will be solved.

1 year ago
5
Graham Fisher

Possibly Jacqui - the question is - how much would you be willing to pay for this... I would rather take the risk of an occasional problem and avoid an extra 2% charge on all bookings. But we would all have to make our own decisions on this.

1 year ago
1
Jacqui De Sousa

Dear Grant if Air BnB can charge 7.5% and we get upfront payments I think Booking.com can rethink the system don"t you? Also look at Expedia that charges 15% and we get 100% payment on the day they check in. Lots to think about.

1 year ago
5
Graham Fisher

Possibly Jacqui, but somehow I doubt Bdc will look to reduce their margins.... and their recent research asking how much would one be willing to pay for this type of service also suggests it will come as an added cost....

1 year ago
1
Antonella Roma…

I like air b and b system also the fact that you can screen the guests before arrival, interesting though I only get paid out a few days after guests leave... Also very happy with Expedia...system

1 year ago
1
Qingwei Zhou

I am new partner with booking.com and the experience for my 2 first reservations was painful.

Both turned out no-show after I gave so much work on room prepartion and time to wait whole night without sleep.

Would it be good that Booking.com does the charge work when guest booking and then pay our partners with its commition deducted.

1 year ago
1
Stay

I find recently there has been an increased amount of cancellations , sometimes virtually hours after a booking, annoying because , i have just taken a deposit, and then the guest cancels.

Although the system of booking.com pre payment from guest, seems more secure, which means i cannot charge the guest until their day of arrival, in other words i also do not get a deposit. There are still cancellations.. I find it interesting because with expedia, i have never had a cancellation, after a booking was made, and never a problem with their cards. Booking.com seems to be a preferred means of bookings from travellers though.

1 year ago
1
Blueheron05

I'm so aggravated with bad credit cards, phone number, and all the drama, I am going to leave Booking.com

10 months ago
1
Stay

you need patience n this business, i totally did away with last minute, it does not work for me, i need at least three days in advance, this gives you times to contact the client or booking.com

10 months ago
1
Stay

booking.com actually does accommodate both guests and and hosts. just look in the policy section

10 months ago
6
Bandara Hotels…

AGH I agree with you that it really unfair to us. But this is also Booking.com strong unique point of sales.

10 months ago