1

taking Payments

I am in my first month with booking.com, 6 bookings and 4 cancellations so far, no paid clients yet.

I don't understand the reservation page that the guest sees, it says 'no prepayment needed, payment at property on arrival', which I don't want..and also 'payment in full if cancelled 7 days or less before arrival.' 

If they cancel within 7 days or non-show, how does the payment get taken and how do I get paid?

I want the guests to pay me by credit card 7 days before arrival, not at the property, I have already changed my policies but it still shows the wrong information. Does anyone know how to get this fixed? Its really hard to contact booking.com directly to find out.

Thanks in advance anyone knows!

 

C. Waugh

*** Grange Road, London property no. ******

 


7
Isle of Wight …

I answered this exact question at least 10 times last week, so copying and pasting yet again ....

 

This is a very common problem with Booking.com. In short, you need to take payment at the time of booking. just the same as happens with AirBnB / TripAdvisor / HomeAway. If you don't, then you have the very high risk of people booking and blocking your calendar and not showing up, which then costs you money.

You need to send a message to Booking.com via your Extranet and ask them to set up Payments by Booking.com

If they agree, you can go live - be aware that Booking.com will not collect damage deposits for you like with AirBnB/TripAdvisor etc - I've posted a partial solution for that many times ....

Booking.com may refuse to allow you to take payments via Payments by Booking.com. If so, keep your property closed and just use AirBnB / TripAdvisor / HomeAway instead. But don't give up, keep asking Booking.com to allow you to take online payments.

+1
11 months ago
3
Richard Chacon

It looks like Booking.com causes a lot of problems to property owners since contact with staff is pretty hard.

Issues like this one should be very esasy to manage via extranet, but it is not unfortunatelly.

Regards,

RCh.

+1
11 months ago
1
colin waugh

I have another booking which is now marked by Booking.com as ''Payment Received''

- so the next big question is - where are those funds and when do I receive it, especially the deposit amount which I have specified needs to be paid 1 week before guest arrival?

This should be an easy question to answer, but I have had no communication from booking about any credit or payment, just the little green box on the booking page which says 'received'. 

thanks again in advance for your help!

Colin W

 

 

11 months ago
7
Isle of Wight …

I use Payments by Booking.com. There is no "deposit amount" for the normal bookings with Booking.com. Guests simply book and the amount paid is shown in the extranet. This money is received by Booking.com. It will normally be transferred to our bank account on the 15th of the month after their arrival. So if they arrive today, we receive the payment, less Booking.com fees, on 15th January.

To get paid, add your bank details into Finance > Getting Paid in your Extranet. There is an option to receive payments 4 times per month. You'll have to look in your Extranet under the Finance tab. You should note that this incurs extra fees to you.

Some OTAs such as TripAdvisor will allow you to set payments required to say 20% deposit now and the balance 30 days before arrival. Other OTAs might offer "pay part now, balance later" to guests, but not allow us to set this. As far as I can see, Booking.com does not allow us to set anything like this.

So when you say "deposit amount", do you mean "damage deposit"? If so, that is never collected by Booking.com. You have to contact guests and ask them to pay. Booking.com normally want you to meet guests on arrival and take cash from them, then inspect the property and refund in cash when they leave. Naturally, they won't turn up with cash. We ask guests to pay the damage deposit 14 days in advance by BACS bank transfer. We refund it by BACS bank transfer within 7 days of their departure.

+1
11 months ago
B.
Community Admin

Hi colin waugh, thanks for posting in the Community. From our understanding you have Payments by Booking as a payment method used in your listing. You can find all the information needed, by going into your Finance Tab and click on: "How I get paid?". Have a good day!

-2
11 months ago
10
BrookAve

Hi Colin, Based on above you want :

 

  1. Rate with can cancel up to 7days prior.
  2. Guest prepays you directly via card  and NOT via Booking.com upon reservation made online. i.e. not direct.
  3. Guest pays no later than 7 days prior to arrival.  

 

  • Rates & Availability >> Rate Plans >> Add New Rate Plan
  •  
  • Plan Name :Non Refundable Nightly or Flexible Nightly
  • Cancellation Policy :Non-Refundable,
  • Price : Managed by your Calendar;
  • Minimum Stay : No minimum or x Nights
  • Bookable : x number of days or more before check in <OR> Any Time

My thinking is booking.com maybe not allow direct payments if you are new, but lets assume they do then...

 

 

I believe by design the reservation is made online but Guests will not be prompted to pay until they arrive.

 

The work around would be to have the first automatic message from you to contain a pre-payment instruction such as phone us to pay by card over phone. or trade SEPA BACS bank info to take payment. which could be pre populated in the automatic message.

 

Note: There is no guarantee they will even read that automatic message.

 

 

I believe if you do payments yourself and not use Payments by Booking, you just need to have a bank account registered within the financial overview section, as a direct debit for them to take the commission on a monthly basis.  

 

 

On deposits, I would suggest getting a sumup.com card reader that works with bluetooth to your phone or get the wifi edition. Kind Regards

-1
11 months ago
1
colin waugh

Hi Community Admin,

 

Ok so I have added my bank details. Another question, for my two reservations marked 'payment received' (the little green flag under payments), is it possible to see how much the guest has paid (normally should be 100%). Just to check that no payment balance is still due prior to arrival. - Refetring to 

Booking numbers: *** and ***

 Lastly, hen will my share of the two paid reservations be credited to my account?

Thanks for your help

 

Colin W. (owner)

-1
11 months ago
10
BrookAve

When you use BDC to take payment  you dont need to confirm anything and can see it on the reservation details page.

 

Go to finance dashboard to see invoices and the period payouts view

-1
11 months ago
1
colin waugh

On the finance page it says 'no invoices' and also no information under 'reservation statements' but the payments section of the reservation pages says 'received' one on Nov 12 than the other on Nov 18th. So I am still interested in the answer to my original question - where/when can I see payments received detail?

Colin W.

11 months ago
7
Isle of Wight …

I get the feeling that you're not set up for payments .... you say there is a setting that says "cash", which means you get loads of bookings, guests don't actually pay anything at the time of booking, they pay *if* they turn up .... and invariably, they won't turn up ....

Under the Finance tab, you should have 5 or 6 links. One of these is Getting Paid. Can you copy and paste what you see on that page? This is what one of mine says:

Payments by Booking.com Active

Getting paid

You're now ready to start receiving guest reservations with Payments by Booking.com.

We have been collecting payments for all your reservations since 24 September 2019.

You will receive a bank transfer four times a month. After your guest checks out, you'll be paid by bank transfer within 10 working days. If you’d like to learn more about Payments by Booking.com, you’ll find a host of helpful resources including FAQs and tutorial videos in the Partner Help Centre.

Another of those links will be Bank Details, where you enter your bank details under the heading Receiving Payouts from Booking.com.

 

+1
11 months ago
7
Isle of Wight …

I have another booking which is now marked by Booking.com as ''Payment Received''

Lastly, hen will my share of the two paid reservations be credited to my account?

 

You haven't actually confirmed how payment is being taken, ie, whether you have set up Payments by Booking.com. You have said you are set up for Cash. If you receive a booking and it's a Cash booking, then guests will expect to pay nothing until they arrive, *if* they arrive.

 

I never allow this, so no idea what the Booking.com system shows. It might be the case that if there is nothing to pay at the time of booking (because it's Cash on arrival), it'll just be marked as Payment Received (which is kind of false, but would mean that there is nothing for the guest to pay, therefore nothing outstanding).

 

If this is the case, then you need to collect cash, *if* the guests arrive. There will be nothing to transfer to your bank account.

 

Please look at our other replies to you, above and below, and check details and reply!

11 months ago
1
colin waugh

Well, as per my earlier post, I have now entered bank details. So just wondering why trhere is no invoice info available when payments were made 2-3 weeks ago. lets see what Mr. Barry /BDC Admin can explain.

11 months ago
10
BrookAve

Ok so nothing at all generated in any section related to an reservation under the finance section?

 

 

I'm guessing it's because 2 to 3 weeks and paid monthly wont show any thing until around the 15th december

11 months ago
B.
Community Admin

Hi colin waugh let me see if we can reply to all your questions:

  • Finance > How I get paid? General info about your payment model.
  • How much you will get payed? At this phase you will need to go reservation by reservation and see what the guest was charged.
  • If you haven't received any invoice yet it's because you just put your bank details and we haven't still elaborate the transfer to you.
  • If you have Payments by Booking and you have weekly payment, we will send you an invoice/payment after 10 working days after the check out of the guest.
-1
11 months ago
7
Isle of Wight …

I added a new property on Booking.com a couple of months ago - it took a while for Booking.com to allow things like Payments by Booking.com - lots of messages backwards and forwards, but eventually we got there.

I got the first booking on it on 29th November for arrival 1st December. If I click on the Reservation Details, it shows the Commissionable Amount and the Commission and Charges. Below that it shows:

Nothing is showing under Finance yet - it's too soon. I expect the invoices to show up later this month - much later. Payout to our bank account will be on or about 15th January.

What do you see under Reservation Details?

11 months ago
1
colin waugh

Just 'Received' - no details of amount

11 months ago
1
colin waugh

...marked as Payment Received (which is kind of false, but would mean that there is nothing for the guest to pay, therefore nothing outstanding).

If this is the case, then you need to collect cash, *if* the guests arrive. There will be nothing to transfer to your bank account.

This is exactly what I'm trying to find out, if I should invoice the guests or not. I take credit card payments 7 days in advance of arrival, according to my policies. I asked BDC to take off Cash on Arrival because I don't want it, I only put that up for 3 days at the very beginning then changed it as soon as my card was set up. 

Eventually I may just ask the guests, its so hard to get a quick, clear answer from Booking.

Colin W

 

11 months ago
7
Isle of Wight …

ok, so you're taking credit cards .... that's not something i would risk, especially with only a "7 day in advance" policy ....

i've read things about Virtual Credit Cards (VCCs) and how (in theory) you can charge the VCC before the guest's arrival, but also read about so many people having problems, not being able to charge, etc etc ....

anyway, if you are taking credit cards, you need to contact the guest and ask them to call you to make a payment .... if they don't call you and make that payment, you need to contact BDC to say that the guest hasn't paid ....

it's so much easier to just set up Payments by Booking.com .... see above ....

11 months ago
1
colin waugh

Yes I agree I would like that too. Just need to know what's going on

11 months ago
B.
Community Admin

Hey colin waugh , we have replied you above but It might be a better assistance to you if you contact directly our Customer Support, so they can have a look at your settings and suggest you a better way to deal with the payments! Good luck!

-1
11 months ago
1
colin waugh

Can you give me a number to get an answer on? I called the customer support in the UK number a week ago, they said they don't deal with this kind of thing and to try to use partners on the extranet...still trying - don't worry about it itss one of those things that will sort itself out eventually I was just hoping for a quick answer - to be honest its too time consuming to keep getting referred around without any clear explanations.

Colin W

11 months ago
7
Isle of Wight …

Well I think we've finally established that what's going on is nothing .... refer to my first reply on this thread!

+1
11 months ago