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Payments - FAQs and all you need to know

Updated 3 days ago

Due to the crisis situation and in the attempt to better protect the best interest of our partners and our guests, we have decided to change the activation date of all outstanding and future virtual credit cards (VCC). For more information, please visit this article.

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

For ease of use, please refer to the below table of contents, or use the in-page search function of your browser (CTRL+F on Windows, or COMMAND+F on MacOS) and type in what you are looking for.

Table of contents


SECTION 1: General information

1.1. 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.

Learn more about Booking.com's payments solutions here.

1.2. How do I know if a 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.

Guests are charged as per your policies, and we guarantee that the guest has made full payment before arriving at your property. If the credit card provided is invalid and they do not update or provide a valid card within 24 hours, the reservation is automatically cancelled and no commission is charged.

1.3. 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 an 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, please see 'SECTION 2: Getting paid by virtual credit card' and 'SECTION 3: Getting paid by bank transfer'.

1.4. 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.

1.5. 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.

1.6. 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.

For payouts via virtual credit card, please note that the cardholder name will always be ‘Booking.com (Agent)’. Please ensure that the invoice is still issued to the guest in their name (or any other name agreed upon with the guest). 

Booking.com holds no responsibility or input with respect to those guest invoices.

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

1.7. 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

2.1. 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 every 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, expiration date and CVC, which are never reused. It also has an activation date, which is always one day after check-in.

For bookings made with flexible policies, the activation date will be one day after your guest’s check-in date. You can charge virtual credit cards for up to six months from the date on which the guest checks out, after which the VCC will expire; if the VCC expires, the period to charge the VCC can be extended for another six-month period running from the date on which the card expired. After the expiration of this second six-month period, you will not have any entitlement to the funds and from that point in time, the funds will belong to Booking.com.

2.2. 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 properties who use a PMS / Channel Manager, more information can be found in this article.

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

2.3. 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:

  • The card isn’t active yet – check the activation date of the card.

  • Insufficient funds – check the available balance of the card.

  • 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.

  • The card has expired – You can charge virtual credit cards for up to six months from the date on which the guest checks out, after which the VCC will expire; if the VCC expires, the period to charge the VCC can be extended for another six-month period running from the date on which the card expired. After the expiration of this second six-month period, you will not have any entitlement to the funds and from that point in time, the funds will belong to Booking.com.

  • 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.

2.4. 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.

2.5. How can I refund a virtual credit card? 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 on your behalf. 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. 

Note: Virtual credit cards can be refunded even if they’ve expired. If the expiry date is in the past, enter the current month as the card’s expiry date. 

If you have trouble refunding the virtual credit card, we recommend that you contact your bank or financial institution. 

2.6. 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 all reservations, the activation date of all outstanding and future Virtual Credit Cards (VCC) to one day after check-in.

2.7. 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 six months after the guest checks out. You can charge virtual credit cards for up to six months from the date on which the guest checks out, after which the VCC will expire; if the VCC expires, the period to charge the VCC can be extended for another six-month period running from the date on which the card expired. After the expiration of this second six-month period, you will not have any entitlement to the funds and from that point in time, the funds will belong to Booking.com.

2.8. What if I am asked to enter a zip/postal code when charging the virtual credit card?

Sometimes you might be asked to add a zip/postal code during the charging process. If that happens, you can put any of the following: your guests’ zip/postal code, your own, or 1017 CE (which is from Booking.com’s headquarters in Amsterdam).

2.9. 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 is guaranteed to be safe, secure and reliable.

2.10. 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.

2.11.  How will I pay the commission for bookings made with a VCC?

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).

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

Note: Not all properties are eligible for this service. To check whether your property is eligible, and for more information on associated costs, log into your extranet and click on the 'Finance' tab. Then select 'Getting paid' from the drop-down menu and scroll down to the FAQs at the bottom.

3.1. 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.

3.2. 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 provided on that page.

3.3. How will I pay the commission for bookings made with bank transfer?

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, please see '3.2. Where can I find my commission invoice and remittance advice?' in SECTION 3.

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.

3.4. 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:

3.5. 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 directly). You’ll be able to see the payout currency on the remittance advice that we send you at the beginning of each month.

3.6. 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 a commission on these excluded services.

3.7. 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

4.1. When will I receive my payments in North America?

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'.

4.2. 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.

4.3. How does the additional fees request work in North America?

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.

4.4. What should I do if I haven’t received my payments in North America?

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.

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

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.

4.6. How will I pay commission for bookings in North America?

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).

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'.

4.7. 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.

4.8. Which currency will the guest be charged in North America?

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

SECTION 5: Payments in Brazil

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

For more information on general procedures, please see '1.1. How do Booking.com’s payments solutions work?' in SECTION 1.

Note: There may be some scenarios in which you will be required to pay us a commission invoice separately, learn more below in '5.13. Will I receive a boleto to pay commission?' in SECTION 5.

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

Guests are charged as per your policies, and we guarantee that the guest has made full payment before arriving at your property. If the credit card provided is invalid and they do not update or provide a valid card within 24 hours, the reservation is automatically cancelled and no commission is charged. For more information on general procedures, please see '1.2. How do I know if a guest has paid online?' in SECTION 1.

5.3. Who provides invoices for my guests in Brazil?

Please do not confuse the invoice you may need to provide to your guests with the commission invoice you will receive from Booking.com.

For more information on general procedures, please see '1.6. Who provides invoices for my guests?' in SECTION 1.

For more information for Brazil, please see '5.15. Why did I receive a Nota Fiscal?' in SECTION 5.

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

For more information on general procedures, please see '1.4. Who takes care of any extra charges my guests might incur?' in SECTION 1.

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

For more information on general procedures, please see '1.7. What happens if I decide to refund a guest?' in SECTION 1.

5.6. How do I charge guests for any damage that might occur in Brazil?

For more information on general procedures, please see '1.5. How do I charge guests for any damage that might occur?' in SECTION 1.

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

Yes, you should continue to manage your reservations normally, but you won’t have to worry about the hassle of collecting payments.

Remember to always inform us of any cancellation or reservation-related issues, such as guest no-shows or guest cancellations, so that these bookings will not be included in your invoice, and you will not be charged commission. 

Click here to learn how to make sure your commission invoice is accurate.

5.8. When will I receive payment and how long does a bank transfer take in Brazil?

For more information on general procedures, please see '3.1. When will I receive payment and how long does a bank transfer take?' in SECTION 3.

5.9. Where can I find my commission invoice and remittance advice in Brazil?

For more information on general procedures, please see '3.2. Where can I find my commission invoice and remittance advice?' in SECTION 3.

Additionally, please keep in mind the difference:

  • Payments from Booking.com (remittance advice): Here you will find the list of reservations that were paid online and that you will receive by bank transfer, as well as any refunds made in that month.

  • Payments to Booking.com (commission invoices): Here you will find the commission invoices (Nota Fiscal) issued containing the commission amount that will be deducted from your payments.

5.10. How do I add/change my bank details in Brazil?

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 ensure you receive your money without delay, please make sure the bank details you provide are correct and valid.

Note: If you need to modify any of your bank details, you will need to fill in all fields again.

Tips and tricks:

  • In the agency number field, fill in your four-digit agency number without the check digit.

  • In the account number field, fill in your account number with the check digit, without the dash. In case the check digit is X, replace it with a zero (0).

  • CPF / CNPJ must be filled in with a dot, dash and bar.

5.11. I haven’t received my bank transfer yet. What may have happened?

Remember that the bank transfers are always made in the month following the checkout date of your reservations.

These are the main reasons why we may not be able to send you payments:  

  • You haven’t added your bank details yet. Please make sure you fill out your bank details.

  • Your bank details are incorrect. In this case, you will receive an inbox message in your extranet with instructions on what to do next.

  • You may have past reservations that were not paid online. Check whether or not payments for your reservations were facilitated by Booking.com. You can do this by visiting the 'Reservations' tab in your extranet and checking the 'Status' column which should mention 'paid online'. 

5.12. If my payout is rejected by the bank, when will a new bank transfer be made?

If your payment was rejected due to invalid bank details, you will need to update them in the extranet. Once your bank details have been updated, we’ll attempt to send you a new payout by the 15th of the next month.

Please also see '5.10. How do I add/change my bank details in Brazil?' in SECTION 5.

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

Your property is part of Booking.com’s payment solution and the amount you receive is net. This means you’ll receive the total amount of your reservations with check-outs in the previous month, minus the total of all unpaid invoice(s).

However, if the amount due to you from Booking.com is less than the amount you need to pay us, then you will receive a full payout, and a boleto will be sent by email and uploaded to your extranet.

In summary, if your total unpaid invoices are more than the amount due to you, you: will be paid a gross amount; will receive an inbox notification to inform you of this; will receive a boleto to pay your invoice. 

Please note that the invoice consists of all your reservations with check-outs in the previous month, including those not paid online - if any. This may occur if your property has reservations that were made before you joined Payments by Booking.com, and you took care of payments yourself.

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 have to pay us. For more information, please see '5.13. Will I receive a boleto to pay my commission?' in SECTION 5.

Note: You are only required to pay a boleto because the payout was exceptionally made in full, and the commission was not deducted from the payout.

5.15. Why did I receive a Nota Fiscal?

The invoice (Nota Fiscal) is a tax document issued whenever a service is provided and is used for tax purposes.

You will receive a Nota Fiscal for every month you receive reservations through Booking.com. The document will be sent by email and also uploaded to your extranet under the 'Finance' tab, in 'Invoices'.