FAQ Payments

Note: Our payments service isn't available everywhere yet. We'll contact you when this payment service is available for your property.

Top 5 general questions:

Top 5 questions about virtual credit cards:

Top 5 questions about bank transfers:

SECTION 1: GENERAL

How do Booking.com’s payments solutions work?

At Booking.com, we can facilitate guest payments for you – in a way that suits your property’s needs. We pay out to you either by virtual credit card or bank transfer, according to your property’s policies around bookings.

Until now, a lot of international travellers might not have been able to book your property because their preferred payment options haven’t been available. Now we support alternative payment solutions like PayPal, Alipay and WeChat Pay, so more guests will be able to make a booking with you.


How do I know if my guest has paid online?

The subject line of the guest’s booking confirmation email will say ‘paid online’. ‘Paid online’ will also appear in the ‘Status’ column on the ‘Reservations’ page in your extranet. If you use an XML provider (such as a channel manager or property management system) please contact them for more information about how they will display this information in their system.


How do I know if Booking.com is paying me by virtual credit card or bank transfer?

You can find out by clicking on the 'Finance' tab in your extranet and selecting either 'Online payments' or 'Payments by Booking.com'.

This information also appears on individual reservation level in the ‘Reservation details’ page, where you’ll see the payment method of the reservation in the ‘Total price’ column.

For more information about each payout method, read the 'Getting paid by virtual credit card' and 'Getting paid by bank transfer' sections below.


Who takes care of any extra charges my guests might incur?

For online bookings, extra fees and charges are usually included, unless they are broken down per person and set to ‘excluded’ in your extranet. These excluded, per-person charges need to be charged by you. You can see the breakdown of charges for each reservation by going to the ‘Reservation details’ section of your extranet, under the ‘Reservations’ tab.


How do I charge guests for any damage that might occur?

Booking.com does not collect damage deposits from guests. However, you can still arrange a damage deposit directly with your guests based on your own house rules. For more information about how to set up damage deposits, check out our step-by-step instructions.


Who provides invoices for my guests?

You’ll need to provide your guests with an invoice at check-out – either on paper, by email, or both. This is because the reservation agreement is still between you and the guest, and not with Booking.com. Therefore, Booking.com won't send invoices for any room reservations to you or to your guests.

However, the point when the guest is charged may have tax implications for you. Find out more in this article on local taxes.


What happens if I decide to refund a guest?

There’s no additional action required from your side – simply go through the usual process to initiate the refund and Booking.com will take care of the rest. We’ll refund the guest on your behalf, and the amount will not be paid to you. For refunds made using bank transfer, we’ll deduct the amount from your next bank transfer payout, so you won’t need to take any action. For refunds made using virtual cards, you’ll need to refund the virtual card if you have already charged the card – otherwise, no action is required from your side.


SECTION 2: Getting paid by Virtual Credit Card

What is a virtual credit card and how does it work?

Virtual credit cards (VCCs) are digital MasterCards that allow for easy, secure online payments. For each booking you receive, we’ll send you a new one. Each VCC can only be used once (one card per booking). Each VCC has a unique card number, expiry date and CVC, which are never reused. It also has an activation date, which depends on your property’s booking policy. For non-refundable reservations, you can charge the VCC as soon as you receive it. For bookings made with flexible policies, the activation date will be your guest’s check-in date, so you’ll be able to charge the VCC from that point onwards.


How do I charge a virtual credit card?

To charge a virtual credit card for a reservation that was paid for online, go to the ‘Reservations’ tab in your extranet. Search for the reservation that corresponds to the card you’ve received and click on the reservation number. In the ‘Reservations details’ page, the ‘Guest payment overview’ shows you the information you’ll need in order to charge the virtual credit card. This includes the card number, holder, activation date and available balance.

For a more detailed and visual explanation on how to charge the virtual credit card, watch our tutorial video below:


Why am I not able to charge a virtual credit card?

If something goes wrong while you're trying to charge a virtual credit card, you'll be able to see the reason on the ‘Reservations details’ page approximately 30 minutes after you have tried to charge the card.

The main reasons you might have trouble charging a VCC are:

  1. The card isn't active yet – check the activation date of the card.
  2. Insufficient funds – check the available balance of the card.
  3. You've made too many attempts to charge the same card (and the system stops a further payment for security reasons) – please try again in 24 hours.
  4. The card has expired – contact us and we’ll issue a replacement card.
  5. Your card machine's merchant code is invalid. Booking.com’s virtual credit cards can only be charged by merchants registered as official accommodation providers – please contact your terminal provider for help.

If you’re still having issues that don’t correspond to any of the above reasons, feel free to get in touch with us using your usual contact number.


What about cancellations, no-shows and modifications?

If you get a cancellation, no-show or modification, and you’re owed any money, you’ll receive an updated virtual credit card along with a notification email.


What happens if I decide to refund a guest but I’ve already charged the virtual credit card?

Booking.com will help refund the guest. If you’ve already received money for the reservation, all you need to do is return that same amount back to the same virtual credit card that we provided. You'll find the card details with your guests' reservation details. If the expiry date is in the past, enter the current month as the card’s expiry date.


When and how will I be paid?

When a guest makes a booking on Booking.com and pays for it online, we’ll send you a virtual credit card from a trusted external payment provider, along with the booking details. This card gives you access to the exact amount for that booking, and you can charge the card as you normally would. Just make sure you do this after its activation date. For non-refundable reservations this will be the date the booking was made, or the date that it becomes non-refundable. Otherwise it’s your guest’s check-in date.


How long can I see the virtual credit card details for, and how much time do I have to charge the card?

The virtual credit card details can be viewed as many times as you want for up to two months after the guest has checked out. However, you can still charge the card for up to six months after the check-out date. Just make sure to check the expiry date on the card.


What if I am asked to fill in a postcode when charging the virtual credit card?

Sometimes you might be asked to add a postcode during the charging process. If that happens, you can put any of the following postcodes: your guest’s postcode, your own, or the postcode of Booking.com’s Amsterdam headquarters: 1017 CE.


How much is the transaction fee?

The transaction costs associated with our virtual credit cards are between 2% and 3%, plus any other processing fees from your particular bank. Our virtual credit cards hold a minimum of 2% fees, but further variations depend on individual country laws, payment processors and your particular bank.

If in doubt, please contact your bank or payment processor to find out more about these fees. Regardless of the nature of these fees, the virtual credit card is a payment solution that’s guaranteed to be safe, secure and reliable.


How do exchange rates affect my virtual credit card payments?

Exchange rates don’t affect your payments if the prices you set your rooms at (the load price) are in the same currency as the one you use to charge the virtual credit card (your local currency).

If you receive your VCC in one currency and charge it in a different one, then exchange rates may apply, depending on your bank’s buy rate. Buy rates are variable rates that banks use for foreign exchanges, and you can usually find out what they are by looking on your bank's website or by calling them directly.


How will I pay the commission for these bookings?

Commission for these bookings is paid the same way as other bookings. You’ll receive a gross payment for all bookings where the guest has paid online, accompanied by an email with your invoice and payout statement (which is also available in the ‘Finance’ tab in your extranet).

Note: the invoice will show all bookings from the previous month – both paid online and paid at your property. To see a breakdown of online and in-person guest payments, go to the ‘Finance’ tab and select ‘Invoices’.


SECTION 3: Getting paid by Bank Transfer

When will I receive payment and how long does a bank transfer take?

You’ll receive these guest payments by secure bank transfer. We’ll transfer you the payment no later than the 15th of the month after the guest checks out. Depending on your bank, it may take a few days to arrive in your account.


Where can I find my commission invoice and remittance advice?

Log into your extranet and click on the ‘Finance’ tab. Then select ‘Invoices’ from the list, and a record of payments will appear.

To see your remittance advice, select ‘Payments from Booking.com’. To check your invoices, select ‘Payments to Booking.com’.

All documents can be downloaded as a PDF by clicking on the link.


How will I pay the commission for these bookings?

Depending on the country you’re in and the payment model you’re using, your payment will either be gross or net. If the payout is gross, you’ll receive the total amount as stated on your remittance advice, the document we send you to confirm your payout. You will be invoiced for commission as normal which you have to pay.

Please note that the invoice will show all bookings from the previous month, including those that weren’t paid online. If you’re not sure where to find your remittance advice, check the answer to the question ‘Where can I find my commission invoice and remittance advice?’ just below.

If your payout is net, you’ll receive the total amount of your reservations with check-out in the previous month minus the total of all invoices from the previous month. You won’t have to pay commission as this will be automatically deducted from your payout.


How do I add/change my bank details for receiving transfers?

Log into your extranet, select the ‘Finance’ tab and click on ‘Bank details’. Then, go to ‘Bank details for receiving payments’ and click on ‘Add/Edit’ to add or change your information. It can take up to five working days for the bank account to be activated in our system.

To find out more on entering your bank details, watch our tutorial video below:


How do exchange rates affect my bank transfer payments?

If the currency you set your rates in (load currency) and the currency you pay out in (payout currency) are the same, exchange rates won’t affect your payments. However, some partners do need to use dual currencies, meaning the load currency and payout currency are not the same. This happens most frequently in the Czech Republic, Hungary, Bulgaria, Romania and Turkey.

In these cases, we apply Bloomberg’s exchange rate for one day before we send you the remittance advice for the month. If we pay out in a currency that is not your local bank’s currency, the buy rate set by your bank will influence the exchange rate for payout (you can check your bank’s buy rate on their website or by calling them direct). You’ll be able to see the payout currency on the remittance advice that we send you at the beginning of each month


Why is the total reservation amount on my invoice different from the reservation amount on my remittance advice?

The total reservation amount on your invoice only includes the amount for the room rate. On the other hand, the total reservation amount on your remittance advice is the total amount collected from the guest. This means the room rate amount plus any additional fees (unless they are configured as both ‘excluded’ and ‘per person’).

The total reservation amount on your remittance advice could include extras like service charges, cleaning, parking or breakfast fees if they are configured as ‘excluded’ and per stay, per night or as a percentage of the total rate.

Note: we don’t charge commission on these excluded services.


Why do I need to provide a direct debit form when using Booking.com’s payments solutions?

The Direct Debit form is required as an approval to deduct funds from your bank account in the event that the invoice amount is higher than your remittance advice value. In this case, you’ll need to pay the difference. More information about paying your invoices, can be found here.

Please note not all countries have direct debit available yet.


SECTION 4: Payments in North America

When will I receive my payments?

Your payout will be triggered one day after your guest’s check-in date – although it may take up to seven working days to appear in your bank account. To monitor your payout dates and amounts, click on the ‘Finance’ tab, then select ‘Invoices’ and then ‘Payments from Booking.com’.


How much will I receive?

You’ll receive the value of the reservation plus any extra charges (unless they are configured as ‘per person’ or ‘per night’ and set to ‘excluded’). If you’d like to charge your guest for these extras, you can do this separately.


How does the additional fees request work?

We now have a feature that lets you request additional fees from your guests. This can help you to charge guests for extras like city taxes, cleaning fees, breakfast and parking.

To request additional fees, log into your extranet and go to the ‘Reservations details’ page. Click on ‘Request additional fees’ to send your request to the guest for approval.

You can request additional fees from the day before check-in to the day after check-out. Once the guest approves, we’ll pay you within 7 days.


What should I do if I haven’t received my payments?

If you haven’t received payments, it may be that your account is not active because it’s missing information needed for full verification. To solve this, go to the ‘Finance’ tab in your extranet, click on ‘Payments by Booking.com’ and then select ‘Update information’. Once you’ve updated your information and your account is verified, a payout that includes all outstanding reservations will be triggered, and will arrive in your account within seven days.


How can I change my bank details, and how long does it take for these changes to take effect?

You can change your bank details in your extranet or from the Pulse app.

In the extranet, click on the ‘Finance’ tab and select ‘Bank details’. Then, click on ‘Bank details for receiving payments’ and select ‘Add/Edit’ to change your details.

For more details on how to enter bank details, watch our tutorial video below:

To update your bank details in the Pulse app, go to ‘More’ and select ‘Payments’. Then select ‘Payment details’ and enter your new information. Once you’re done, make sure to tap ‘Save’.

Once you update your details, it takes up to five working days for the new account to be activated in our system.


How will I pay commission for these bookings?

Commission for these bookings is paid the same way as other bookings. You’ll receive a gross payment for all bookings where the guest has paid online, accompanied by an email with your invoice and payout statement (which is also available in the ‘Finance’ tab in your extranet).

Note: the invoice will show all bookings from the previous month – both paid online and paid at your property. To see a breakdown of online and in-person guest payments, go to the ‘Finance’ tab and select ‘Invoices’.


How do I charge my guests? Does this happen automatically?

Yes, guests are automatically charged in our system. No action is needed from your side.


Which currency will the guest be charged in?

The guest will be charged in the currency that you’ve set your room prices in.