FAQ: Booking Holdings Financial Services

Updated 3 weeks ago | 5 min read time
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About

  • We set up Booking Holdings Financial Services (BHFS) to process payments on our platform. If you’re located in the European Economic Area (EEA), BHFS refers to Booking Holdings Financial Services International Limited , which is regulated by the Central Bank of Ireland.

  • BHFS will handle all your payments on the Booking.com platform. If you're eligible, you’ll be asked to agree to BHFS’ terms and conditions (the BHFS Payments Agreement) and complete the BHFS Know Your Partner (KYP) form to identify yourself.

    We don't expect anything in your day-to-day operations to change once BHFS starts processing payments for you. However, please read this article on activating and processing payments with BHFS to find out more.

  • BHFS helps us enhance the safety, security and reliability of payments relating to your use of the Booking.com platform. It also increases our ability to prevent fraud and other financial crimes, enabling you and your guests to make and receive safe and secure payments.

    Being able to provide you with regulated payment services allows us to lay the foundation for introducing new improvements and scaling our payments services in the future. This means we can innovate and offer top-notch payment services that will deliver more value to you and your guests.

  • BHFS will launch its payment services in phases across our markets, starting with select partners in certain member countries of the European Economic Area (EEA). In the upcoming months, BHFS will gradually take on the role of Payments by Booking.com as our new payment service provider.

    This phased approach allows us to validate the operating model and effectiveness of the transition, thus ensuring the operational readiness of our new payment service provider.

  • While there will be no immediate impact on the services you enjoy on our platform and your payment services will continue in the short term, this may change as we scale our payment services through BHFS. 

    We recommend that you complete the ‘Know Your Partner’ (KYP) form within 90 days to avoid any interruption to your payments services. After this period our platform services will remain available to you, but we may discontinue our payments services.

Verification

  • BHFS needs to verify your identity so we remain compliant with its regulatory obligations. The documents needed to verify your identity can be uploaded through the BHFS KYP form. This is a three-part account verification form used to gather data regarding the property’s ownership, your identity and your bank details (if applicable).

  • You can access the KYP form by clicking on the banner in your extranet. We’ll also send you an invitation via email to fill in the form.

  • The KYP form takes five to ten minutes to complete, if you have all the necessary documents at hand.

  • You can only submit the KYP form once you’ve filled in all the fields. You can’t edit, view or modify your information after clicking submit. If you leave the KYP form unfinished, it will be in the ‘verification’ stage. During this stage, you’ll see a banner in your extranet linking to it, which will allow you to access and modify your information.

  • You won’t be able to make any changes once the form has been submitted. We’ll reach out to you if we need more information to complete the KYP process.

  • You can always access the form using the link you received via email or by clicking on the banner in your extranet. The link in the email and banner will stay active until you’ve completed and submitted the KYP form.

  • Any invalid data or verification errors will be highlighted in the form.

  • Everything you enter is saved when you click ‘Save and continue’ at the bottom of each KYP form page. This information will be displayed when you access the form again. If you close the page without clicking ‘Save and continue’, your data will not be saved.

  • After submitting the KYP form, BHFS will review and verify your information. We’ll send you a notification via email informing you that the KYP process is complete, or if additional information is required. At a later stage, we'll also let you know when BHFS will start processing your payments. That will be your BHFS activation date. In case BHFS needs more information to complete the KYP process, we’ll let you know what actions you need to take.

  • No, this is not possible.

  • No, we’ll contact you once the verification process is complete, or if we require more information.

  • Yes, it will.

Personal information

  • We need this to verify your identity and ensure the security of all our partners.

  • The party we're in contract with is responsible for completing the KYP form. They're required to invite associated parties – such as anyone with 25% or more ownership of the property – to be represented in the KYP form. If you’re a property manager, you can disclose the role of each associated party member separately.

  • If you want to change an additional individual’s email address – that is, any individuals you've added under 'property ownership and management' – you can return to the KYP form anytime before submission to remove the email address and add a new one.

  • We’re required to store terminated account information for six years after the date the account was terminated/closed. Your information will be stored securely for the duration, after which we’ll safely delete it.  For more information, please see our Privacy Notice.

  • We’re committed to keeping you and your business safe. That’s why we employ an array of people, tools and processes to ensure your personal information is always used securely and in compliance with any applicable privacy requirements. Read more about how we handle your personal information in the BHFS Privacy Statement.

Payments

  • Once activated, you will receive payouts for reservations in the pay out method you have selected. The main difference is that the payouts will come from BHFS instead of Booking.com B.V.

  • Yes.

  • No, you don’t need to pay additional fees for BHFS to provide you with payment services. Any fee arrangements you currently have with Booking.com B.V. will remain unaffected.

  • Once you enter the BHFS Payments Agreement and BHFS has successfully verified the information provided in the KYP form, we’ll let you know when BHFS is ready to begin processing your payments.

KYP attachments

  • The size limit is 20MB.

  • We advise uploading an ID that doesn’t expire within six months. If you upload one that’s close to its expiration date, we’ll reach out and ask you again for another valid ID once the expiration date has passed.

  • This is normal – once a file is uploaded successfully, you will see a completed symbol in the form of a correct mark.  You will not receive any further confirmation until you have successfully submitted the completed KYP form.

  • This is not a problem because we ask for verification from the party we have a contract with, as well as associated parties who have 25% or more ownership of the property.

  • Address documents, such as bank statements, utility bills and credit card statements, can be resubmitted during the upload stage. You can retake ID photos in the review stage by clicking ‘take a new photo’. However, you cannot re-upload files after the submission of the form.

Technical

  • If that individual did not receive the email, please ask them to check their Spam folder first. If there is no email from us in there, please check that the individual’s email address is correct on the KYP form.

  • If you’re getting an error message after multiple attempts while trying to submit the KYP form, please reach out to your support team.

The BHFS Payments Agreement

  • Because BHFS will be providing you with payment services. Please review the BHFS Payments Agreement to understand how it applies to you.

  • BHFS will process payments relating to your use of the Booking.com platform. These include payments made on our platform by your guests when they make a reservation.

  • Your agreement with Booking.com B.V. will continue to apply during your migration to BHFS. Your payments will be handled as per usual until BHFS begins processing payments for you.

  • The BHFS Payments Agreement only concerns the processing of payments. It doesn't affect the provision of the Booking.com platform and the other services offered under your agreement with Booking.com B.V. Furthermore, the BHFS Payments Agreement contains certain information required by payment service regulations, such as how you can raise a complaint with BHFS.

  • There are limitations on your liability to BHFS under the BHFS Payments Agreement. In any 12-month period, your liability is capped at the higher of EUR 100,000 and the aggregate commission you’ve paid to us during that period. This is subject to exclusions.

    BHFS’ liability to you is also similarly capped, but its obligations to settle payments to you or address problems that might arise during payment processing aren’t capped.

    If you’re a large business, you will indemnify BHFS and Booking.com against losses connected to certain claims brought by third parties. The liability cap doesn’t apply to these indemnity payments. Please refer to clause 16 of the BHFS Payments Agreement for more information.

  • Your rights will vary depending on the size of your business. You can find these details in your BHFS Payments Agreement. Generally, all partners using BHFS can expect that:

    • BHFS will provide you with regular information about your payments through the extranet.
    • If BHFS processes a payment incorrectly or processes an unauthorized payment, you may have the right to a refund if you ask for it within a certain time period.
    • If you make a complaint, and BHFS can’t resolve it, you have the right to take it to an external and independent complaints body.
  • When you enter into the BHFS Payments Agreement, your obligations will include:

    • You’ll need to provide and update BHFS with the information it needs to comply with its legal obligations
    • You must act within the law
    • You must follow any guidelines BHFS provides to you that allow it to meet its obligations to third-party payment processors, such as guidelines relating to rules set by Visa and Mastercard
  • BHFS can terminate the BHFS Payments Agreement for any reason with at least 2 months' notice. For larger businesses, the notice period is 15 days. BHFS has the right to terminate the agreement more quickly – or immediately – in certain circumstances, such as if there’s reason to believe you’re breaking the law or you’ve seriously or repeatedly breached the BHFS Payments Agreement.

    BHFS can also suspend payouts or terminate the BHFS Payments Agreement without notice if there’s reason to believe there’s a threat to security.

  • BHFS can make changes to the BHFS Payments Agreement for a variety of reasons, but must give you at least two months’ notice. In certain cases, BHFS can change the agreement more quickly including when it’s necessary for BHFS to meet its legal obligations, or if you’re a larger business. 

    If you disagree with a change, you can end the BHFS Payments Agreement in the extranet at any time before the change takes effect.

  • BHFS has the right to:

    • Decline or delay the settlement of payout amounts when the payment or booking is unlawful, or where there’s reason to believe it’s necessary to protect BHFS or Booking.com against an increased risk of you not meeting your financial obligations – however, BHFS must pay any delayed payments once the reason for the delay no longer exists.
    • Set off amounts or other liabilities you owe to a member of the Booking Holdings Group of companies against amounts or other liabilities that they owe you.
  • No, it isn’t. While your agreement with Booking.com B.V. is governed by Dutch law if you're in the EEA, the BHFS Payments Agreement is governed by Irish law and falls within the jurisdiction of the Irish courts.

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