Payments - FAQs and all you need to know

Updated 3 weeks ago | 10 min read time
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Due to the Coronavirus situation, and in order to protect the interests of our partners and their guests, we’ve changed the activation date of all outstanding and future virtual credit cards. For more information, take a look at this article.

Note: Our payment solutions aren’t available everywhere yet. We’ll let you know when they’re available for your property.


What’s in this article

SECTION 1: General information

SECTION 2: Getting paid by virtual credit card

SECTION 3: Getting paid by bank transfer

SECTION 4: Payments in North America

SECTION 5: Payments in Brazil


SECTION 1: General information

1.1. How do Booking.com’s payment solutions work?

We can facilitate guest payments for you in a way that suits your property’s needs. We can pay you either by virtual credit card (VCC) or via bank transfer, according to the policies you’ve chosen for your property.

In the past, international travellers may have been unable to book a stay at your property because their preferred payment options weren’t available. We now support alternative payment solutions like PayPal, Alipay and WeChat Pay, so more guests can book with you.

To learn more about our payment solutions and how to turn them, take a look at this article.

1.2. How do I know if a guest has paid online?

Here’s how you can tell whether a guest has paid online

  • The subject line of the guest’s booking confirmation email will include the words ‘Paid online’
  • The words ‘Paid online’ will also appear in the ‘Status’ column on the ‘Reservations’ page in the extranet
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Payments

 

Are you using a channel manager or property management system (PMS)? 

  • If you are having issues seeing the information required, please contact your connectivity provider and ask them about the following features:
    • Extra information about the reservation (res_extra_info): this feature enables your PMS/CM to indicate for which reservations the payments is facilitated by Booking.com
    • Payments Clarity Package: this feature will enable you to see the virtual credit card balance, activation and expiration date straight in your PMS/CM

We charge guests based on your policies, and we guarantee that guests will make full payment before they arrive at your property. If the credit card information a guest provides is invalid and they don’t update it or provide valid card information within 24 hours, we’ll automatically cancel the reservation. If this happens, we won’t charge you commission for that booking.

1.3. How do I know if Booking.com will pay me by virtual credit card or bank transfer?

You can see which payment method we’ll use for each booking in the ‘Price’ column on the ‘Reservations’ page in the extranet. You can also see the details of the payment method in the ‘Payment details’ area of the ‘Reservation details’ page for each booking.

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

We’ll usually include extra fees and charges in the amount we collect from guests when they pay online. The exception is for amounts that are broken down per person and which you’ve set to ‘excluded’ in the extranet. You’ll need to charge guests for these amounts yourself. You can see the breakdown of charges for each booking on the ‘Reservation details’ page in the extranet.

1.5. How do I charge guests a damage deposit?

We don’t collect damage deposits from guests, but you can arrange one directly based on your own house rules. To find out more about setting up damage deposits, take a look at this article.

1.6. Who provides invoices for my guests?

You need to provide your guests with an invoice when they check out. This is because the reservation agreement is a direct transaction between you and your guest, not a transaction with Booking.com. You can provide the invoice on paper, by email or both.

Here’s some other important information about invoices:

  • We hold no responsibility for invoicing, and we don’t send invoices for any reservation to you or your guest
  • Make sure you issue invoices in your guest’s name, or another name you’ve agreed with them
  • For payouts you receive by virtual credit card, the cardholder name will always be ‘Booking.com (Agent)’
  • When we charge a guest, there may be tax implications for you. To find out more about local taxes, take a look at this article

For more information about invoices, take a look at this article.

1.7. What happens if I decide to refund a guest?

If you decide to refund a guest and we haven’t already paid you for the booking, we won’t. Instead of paying you, we’ll refund the guest on your behalf.

If we’ve already paid you for the booking by bank transfer, we’ll deduct the amount we refund the guest from your next bank transfer payout. If you’re not due to receive a payout at that time, you’ll need to pay us the amount we refunded to the guest. We’ll send you a debit note to let you know about this.

If we’ve already paid you for the booking using a virtual credit card (VCC), and you’ve already charged the VCC, you’ll need to refund it. To find out more about refunding VCCs, take a look at this article. If you haven’t charged the VCC yet, you don’t need to do anything.


SECTION 2: Getting paid by virtual credit card

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

A virtual credit card (VCC) is a temporary, digital Mastercard that’s linked to an existing credit card. It functions like a regular credit card and helps guests make secure online payments.

Here’s what you need to know about charging VCCs:

  • For every relevant booking you receive, we’ll send you a new VCC
  • As long as each VCC remains active, you can charge it as many times as you like until the balance reaches zero
  • Each VCC has a unique card number, expiration date and card verification code (CVC), and we never reuse these details
  • Each VCC also has an activation date – this is generally set to one day after the check-in date, except for eligible properties where the VCC is activated when the reservation becomes non-refundable

Once the VCC is activated, you can view the details in the extranet as many times as you like for 18 months (547 days) from the check-out date.

You have up to 365 days after the check-out date to charge a VCC. If you don’t charge it by then, the funds will belong to us. We’ll also email you a weekly summary showing any amounts you have remaining on VCCs.

2.2. How do I charge a virtual credit card?

Here’s how to charge a virtual credit card (VCC) for a reservation that the guest paid for online:

  1. Log in to the extranet and click on ‘Reservations’
  2. Click on the guest’s name or reservation number to view the Reservation details page
  3. Click on View credit card details
  4. Enter the VCC details using your POS machine
  5. Charge the available amount displayed

For a more detailed explanation about how to charge VCCs, watch this tutorial video.

If you use a channel manager or property management system, you can find out more about charging VCCs by taking a look at this article.

2.3. Why can’t I charge a virtual credit card?

If something goes wrong when you try to charge a virtual credit card (VCC), you’ll be able to see the reason on the ‘Reservations details’ page approximately 30 minutes later.

Here are the most common issues with charging VCCs, and what you can do to resolve them:

  • If the card isn't active yet, check the activation date again in the extranet
  • If the card has insufficient funds, check that the amount you’re charging matches the available balance and then try again
  • If the CVC code entered is incorrect, double-check you’re using the correct number
  • If the expiration date entered is incorrect, make sure you’re using the correct expiration date
  • If your POS machine merchant code is invalid, contact your payment service provider for help. Booking.com’s VCCs can only be charged by merchants registered as accommodation providers. It’s possible to have your code changed if necessary.
  • If there’s a security lock, you’ve made too many attempts to charge the same card and you should try again in 24 hours

If you’re having other problems charging a VCC, please contact us via your extranet inbox.

2.4. How do virtual credit cards work with cancellations, no-shows and modifications?

If you receive a cancellation, no-show or modification and you’re owed money, we’ll send you an email with updated virtual credit card (VCC) details.

2.5. How and when can I refund a virtual credit card?

If you’ve already charged a virtual credit card (VCC), there are two situations when you’ll need to refund it:

  1. You or your guest cancel or modify a booking, or the guest doesn’t show up, and you agree to waive any fees that would apply
  2. A reservation is cancelled due to Force Majeure – in these cases, guests shouldn’t incur be charged for stays they can’t make, and we waive commission on the affected reservations

In both cases, we’ll refund the guest and you’ll need to refund the same VCC you originally charged. To find out more about how to do this, take a look at this article.

2.6. When and how will I be paid?

When a guest makes a booking and pays for it online, we’ll send you a virtual credit card (VCC) 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. This is generally set to one day after the check-in date, except for eligible properties where the VCC is activated when the reservation becomes non-refundable.

2.7. How much time do I have to charge a virtual credit card?

We generally activate virtual credit cards (VCC) one day after the check-in date. For eligible properties, we do this when the reservation becomes non-refundable.

Once the VCC is activated, you can view the details in the extranet as many times as you like for 18 months (547 days) from the check-out date.

You have up to 365 days after the check-out date to charge a VCC. If you don’t charge it by then, the funds will belong to us. We’ll also email you a weekly summary showing any amounts you have remaining on VCCs.

2.8. What if I’m asked to enter a zip code or postcode when I charge a virtual credit card?

If you’re asked to enter a zip code or postcode when you charge the virtual credit card, you can use the guest’s zip code or postcode, your own zip code or postcode or 1017CE, which is the postcode for our headquarters in Amsterdam.

2.9. What fees are involved when I charge a virtual credit card?

Your payment service provider will generally charge a fee of between 2% and 3% for facilitating each transaction. The exact amount you’re charged may depend on local laws and any additional fees charged by your bank. For more information, contact your payment service provider.

2.10. How do exchange rates affect my virtual credit card payments?

Exchange rates don’t affect your payments if you set the price of your rooms in the same currency as you use to charge virtual credit cards (VCCs).

If you receive a VCC in one currency but charge it in a different one, Mastercard will convert the amount using their own exchange rate. You can find out what this is on the Mastercard website.

2.11. How does commission work for bookings that I get paid for by virtual credit card?

You’ll pay commission for these bookings in the same way as other bookings. Each payment you receive by virtual credit card (VCC) will be for the total gross amount of the booking. When we email you the VCC details, we’ll include details of the amount you’ve been paid. We’ll also invoice you separately for your commission fees as normal.


SECTION 3: Getting paid by bank transfer

Note: Not all properties are eligible for payments by bank transfer. To check whether your property is eligible and find out more about the costs involved, log in to the extranet, click ‘Finance’, click on ‘Getting paid’ and then scroll down to the FAQs at the bottom.

3.1. When will I get paid by bank transfer?

When you’ll receive your bank transfer payment depends on the schedule you’re set up for.

If you’re set up for monthly payments We’ll process payments no later than the 15th day of the month after the guest checks out.

If you’re set up for payments four times per month We’ll process payments on the 6th, 9th, 18th and 27th day of each month. Each payout will include reservations where the guest checked out during the period since your last payment was processed. The payment on the 6th of the month includes reservations where the guest checked out between the 27th and the last day of the previous month.

If you’re set up for weekly payments We’ll process payments every Thursday for reservations where the guest checked out during the previous week, which runs from Thursday until Wednesday. If the Thursday when we would usually process your payment is a public holiday, we’ll process it on the next working day.

Whichever payment schedule you’re set up for, depending on your bank it may take a few days from when we send your payment for it to arrive in your account.

To check or change your payment schedule, log in to the extranet, click on ‘Finance’ and then click on ‘Getting paid’.

3.2. Where can I find my commission invoices and payout documents?

Here’s how to download your commission invoices:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Invoices’
  3. Choose the year you want to filter by
  4. Click on ‘Download pdf’ beneath the number of the invoice you want to download

To see the reservations that have been included on each invoice, click on ‘View statement’ beneath the invoice amount.

Each month, we’ll also email you payout documents with details of reservations that guests paid for online, as well as any refunds. You can also download these payout documents. Here’s how to do it:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Payout information’
  3. Click on the arrow next to the period you’re interested in to see a list of reservations
  4. Click on ‘PDF’ or ‘CSV’ to download the payout document

3.3. How is my commission calculated for bookings that I get paid for by bank transfer?

Depending on the country you’re located in and the payment model you’re using, we’ll pay you either a gross or net amount.

If you receive a gross payout, we’ll pay you the total amount of your reservations. We’ll then invoice you for commission as normal. Your commission invoice will include all bookings from the previous period, including any bookings that weren’t paid for online.

If you receive a net payout, we’ll pay you the total amount of your reservations minus the total amount of all your invoices. You won’t have to pay for commission separately.

3.4. How do I add or change my bank details?

Here’s how to change the bank details we use to pay you:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Bank details’
  3. Under ‘Receiving payouts from Booking.com’, click on ‘Add bank details’ or ‘Edit bank details’
  4. Enter your new bank details
  5. Click on ‘Update bank details’

Keep in mind that it can take up to six working days for your bank details to be fully updated in our system.

To find out more about updating your bank details, watch this tutorial video.

3.5. How do exchange rates affect my bank transfer payments?

Exchange rates don’t affect your payments if you set the price of your rooms in the same currency as we make your bank transfer payment.

If the currency you set your rooms in isn’t the same as the currency we make your bank transfer payment in, we’ll convert the amount using Bloomberg’s exchange rate the day before we send your remittance advice.

If we make your bank transfer payment in a different currency from the currency of your bank account, your bank will convert the amount using their own exchange rate. To find out what this is, contact your bank directly.

To find out which currency we’ll make your bank transfer payment in, check the payout document we email you each month. You can also download these payout documents.

Here’s how to do it:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Payout information’
  3. Click on the arrow next to the period you’re interested in to see a list of reservations
  4. Click on ‘PDF’ or ‘CSV’ to download the payout document

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

The total amount shown on your invoice only includes amounts we charge commission on, such as room rates. The total reservation amount shown on your remittance advice is the total amount we’ve collected from guests on your behalf. This includes room rates plus any additional fees, unless these are broken down per person and you’ve set them to ‘excluded’ in the extranet. We don’t charge commission on these ‘excluded’ fees.

3.7. Why do I need to set up a Direct Debit to use Booking.com’s payment solutions?

If the amount of your commission invoice is higher than the amount we pay you by bank transfer, we’ll collect the difference from your bank account. We need you to set up a Direct Debit to allow us to do this, unless Direct Debits aren’t available in your country.

To find out more about paying your commission invoice by Direct Debit, take a look at this article.


SECTION 4: Payments in North America

4.1. When will I receive payments if I’m located in North America?

We’ll process your payment one day after the check-in date, but it may take up to seven working days to appear in your bank account.

4.2 Where can I find my commission invoices and payout documents if I’m located in North America? If you’re located in North America, here’s how to download your commission invoices:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Invoices’
  3. Choose the year you want to filter by
  4. Click on ‘Download pdf’ beneath the number of the invoice you want to download

To see the reservations that have been included on each invoice, click on ‘View statement’ beneath the invoice amount.

Each month, we’ll also email you payout documents with details of reservations that guests paid for online, as well as any refunds. You can also download these payout documents. Here’s how to do it:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Payout information’
  3. Click on the arrow next to the period you’re interested in to see a list of reservations
  4. Click on ‘PDF’ or ‘CSV’ to download the payout document

4.3. How much will I receive?

You’ll receive the total amount of your reservations plus any additional fees, unless these are broken down per person and you’ve set them to ‘excluded’ in the extranet. If you’d also like to allow your guests to pay these additional fees online, you can arrange this separately.

4.4. What should I do if I haven’t received a payment and I’m located in North America?

If you haven’t yet received a payment, this may be because we still need to receive your bank details before we can activate your account.

Here’s how to provide the information we need:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Bank details’
  3. Under ‘Receiving money from Booking.com’, click on ‘Add bank details’
  4. Enter your bank details
  5. Click on ‘Update bank details’

Once you’ve provided this information and we’ve activated your account, we’ll process a payment for all your outstanding reservations. This should arrive in your bank account within seven working days.

4.5. How can I change my bank details? How long does it take for these changes to take effect in North America?

If you’re located in North America, here’s how to change the bank details we use to pay you:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Bank details’
  3. Under ‘Receiving payouts from Booking.com’, click on ‘Add bank details’ or ‘Edit bank details’
  4. Enter your new bank details
  5. Click on ‘Update bank details’

Keep in mind that it can take up to six working days for your bank details to be fully updated in our system.

To find out more about updating your bank details, watch this tutorial video.

4.6. How will I pay commission in North America?

If you’re located in North America, you pay commission normally, but some details in the extranet’s ‘Finance’ section may appear slightly differently.

For more information about paying invoices, take a look at this article.

To find out how to view your invoices and payout documents if you’re located in North America, see section 4.2.


SECTION 5: Payments in Brazil

5.1. How do Booking.com’s payment solutions work in Brazil?

In general, payment procedures in Brazil follow the same processes listed in Section 1.

Note: There may be some scenarios in which you’ll be required to pay us a commission invoice separately. Learn more below in Section 5.13.

5.2. How do I know if a guest has paid online in Brazil?

You can find information about this in section 1.2.

5.3. Who provides invoices for my guests in Brazil?

You can find information about this in section 1.6. For more details about paying local taxes in Brazil, see section 5.15.

5.4. Who takes care of any extra charges my guests might incur in Brazil?

You can find information about this in section 1.4.

5.5. What happens if I decide to refund a guest in Brazil?

You can find information about this in section 1.7.

5.6. How do I charge guests a damage deposit in Brazil?

You can find information about this in section 1.5.

5.7. Should I keep managing my reservations if I join Payments by Booking.com?

Yes, you should continue managing reservations as you normally would. This includes letting us know about cancellations, no-shows and other issues related to reservations, so that we can make sure we don’t charge you commission for these reservations when there isn’t any due.

To find out more about how to do this, take a look at this article.

5.8. When will I receive payments if I’m located in Brazil?

We’ll process your payment no later than the 15th day of the month after the guest checks out. If the day when we would usually process your payment is a public holiday, we’ll process it on the next working day. Depending on your bank, it may take a few days from when we send your payment for it to arrive in your account.

5.9. Where can I find my commission invoices and payout documents if I’m located in Brazil?

If you’re located in Brazil, here’s how to download your commission invoices:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Invoices’
  3. Choose the year you want to filter by
  4. Click on ‘Download pdf’ beneath the number of the invoice you want to download

To see the reservations that have been included on each invoice, click on ‘View statement’ beneath the invoice amount.

Each month, we’ll also email you payout documents with details of reservations that guests paid for online, as well as any refunds. You can also download these payout documents. Here’s how to do it:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Payout information’
  3. Click on the arrow next to the period you’re interested in to see a list of reservations
  4. Click on ‘PDF’ or ‘CSV’ to download the payout document

5.10. How do I add or change my bank details if I’m located in Brazil?

Here’s how to change the bank details we use to pay you:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Bank details’
  3. Under ‘Receiving payouts from Booking.com’, click on ‘Add bank details’ or ‘Edit bank details’
  4. Enter your new bank details
  5. Click on ‘Update bank details’

Here are a few things to keep in mind when you enter your bank details:

  • Enter your four-digit agency number without the check digit
  • Enter your account number with the check digit but without the dash, and if the check digit is ‘X’ then replace it with a zero (‘0’)
  • Enter your CPF or CNPJ number with a dot (‘.’), dash (‘-’) or forward slash (‘/’)

Keep in mind that it can take up to six working days for your bank details to be fully updated in our system.

To find out more about updating your bank details, watch this tutorial video.

5.11. Why haven’t I received my bank transfer payment yet if I’m located in Brazil?

If you’re expecting a bank transfer payment but you haven’t yet received it, here are a few possible reasons and what you can do to fix them:

  • If you haven’t added your bank details yet, you’ll need to do this before we can process your payment
  • If your bank details are incorrect, you’ll receive a message via your extranet inbox telling you what you need to do next
  • You may have unpaid commissions for past reservations that guests didn’t pay for online. You can see which reservations guests paid for online by looking for the words ‘Paid online’ in the ‘Status’ column of each booking on the ‘Reservations’ page in the extranet.

5.12. If my bank transfer payment is rejected by my bank, when will I receive a new payment?

If your bank rejected a bank transfer payment because your bank details were invalid, you’ll first need to update them in the extranet. Once you’ve done this, we’ll process a new bank transfer payment to you no later than the 15th day of the following month.

5.13. Will I receive a boleto to pay my commission?

We’ll usually make a net payment to you each month for the total amount of your reservations minus the total amount of all your invoices.

But if the total amount of all your invoices is higher than the total amount of your reservations, we’ll make a gross payment to you and also send you a boleto for your unpaid commissions. We’ll send you a message via your extranet inbox to let you know that you need to pay this.

This can happen if you have outstanding commission fees for reservations that you handled payments for yourself, for example before you joined Payments by Booking.

5.14. Why did I receive a boleto for payment?

You received a boleto to pay because the amount you were entitled to receive from Booking.com was less than the amount you owe for commission. For more information about this, see Section 5.13.

5.15. Why have I received a Nota Fiscal?

A Nota Fiscal is a tax document that we need to send you whenever we provide services to you. We’ll email you a Nota Fiscal each month as long as you’ve received bookings on our platform. You can also download these documents. Here’s how to do it:

  1. Log in to the extranet
  2. Click on ‘Finance’ and then click on ‘Invoices’
  3. Click on the invoice number you’re interested in to open the Nota Fiscal in a new window

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