Payments - FAQs and all you need to know

Updated 1 month ago
Are you a guest? If so, please visit the customer support website.

Due to the crisis situation and in an attempt to better protect the best interests of our partners and guests, we decided to change the activation date of all outstanding and future virtual credit cards (VCC). For more info, read 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, refer to the table of contents below, or use the in-page search function of your browser (CTRL+F on Windows, or COMMAND+F on Mac) to type in what you’re looking for.

Table of contents

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 payments solutions work?

At Booking.com, 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 your property because their preferred payment options weren’t available. Now, we support alternative payment solutions like PayPal, Alipay and WeChat Pay so more guests can book with you.

Learn more about Booking.com's payments solutions and how to turn them on in this article.

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

There are a few ways to see if a guest paid online:

  • The subject line of the guest’s booking confirmation email will say “paid online.” 
  • This will also appear in the ‘Status’ column of the extranet’s ‘Reservations’ page. 
  • If you use an XML provider (a channel manager or property management system), more information about viewing and integrating payment information can be found in this article.

Guests are charged in accordance with your policies, and we guarantee full payment will be made by guests before they arrive at your property. If the credit card provided is invalid and your guest does not update or provide a valid card within 24 hours, the reservation will be automatically canceled and no commission will be charged.

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

This information appears in your extranet on the ‘Reservations’ page in the ‘Price’ column. You can also view details about the payment method in the ‘Payment details’ area of each reservation. 

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

Extra fees and charges are usually included for online bookings, unless they’re broken down per person and set to “excluded” on the extranet. These excluded per-person charges need to be charged by you. You can see the breakdown of charges for each reservation in the ‘Reservation details’ section of the extranet, which is located under the ‘Reservations’ tab.

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

Booking.com doesn’t 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 info on setting up damage deposits, check out our step-by-step instructions.

1.6. Who provides invoices for my guests?

You will 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 a direct transaction between you and the guest, not with Booking.com. 

A few important details about invoices:

  • Booking.com holds no responsibility for invoicing and will not send invoices for any room reservation to you or your guest. 
  • Please make sure any invoice you send to guests is issued in their name (or any other name agreed on with the guest). 
  • For payouts to you via VCC, the cardholder’s name will always be “Booking.com (Agent).” 
  • When a guest is charged, it may have tax implications for you. Find out more in this article about local taxes.

You can find more information about invoices in this article.

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

Once you have initiated a refund, Booking.com will take care of the rest. The amount won’t be paid to you, and we’ll refund the guest on your behalf. 

For refunds made via bank transfer, we’ll deduct the refund amount from your next bank transfer payout. If you have no payout amount at that time, the refund amount will be due. 

For refunds made using VCCs, if you have already charged the card, you will need to refund the VCC. You can find more information on refunding VCCs in this article.

SECTION 2: Getting paid by virtual credit card

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

A VCC is a temporary, digital MasterCard linked to an existing credit card. They function like regular credit cards and help guests make secure online payments. 

Important details to know about charging VCCs: 

  • For every booking you receive, we’ll send you a new VCC number. 
  • Each VCC can only be used once (one card per booking). 
  • Each VCC has a unique card number, expiration date, and CVC. These are never reused. 
  • Each VCC also has an activation date, which is always one day after check-in.

Important details to know about expiration dates for charging VCCs:

  • For reservations made on or after November 1, 2019: You can charge VCCs for up to 12 months from the guest’s check-out date.
  • For reservations made before November 1, 2019: The VCC will be valid for six months from the guest’s check-out date. This period can be extended for another six months from the date the card expires.
  • If you don’t charge a VCC within 12 months of the guest’s check-out date, you won't have any right to the funds. From that point on, the funds will belong to Booking.com.

2.2. How do I charge a virtual credit card?

To charge a VCC for a reservation that was paid for online:

  • Visit the ‘Reservations’ tab of your extranet. 
  • Search for the reservation that corresponds to the card you received and click on the reservation number. 
  • From the ‘Reservations details’ page, the Payment details’ section displays the VCC activation date and available balance. Click ‘view credit card details’ to go to access the VCC’s full details and charge it.   

For properties that use a PMS/Channel Manager, information about how to access VCCs can be found in this article.

For a more detailed and visual explanation on how to charge VCCs, watch our tutorial video below.

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

If something goes wrong while charging a VCC, you will be able to see the reason on the ‘Reservations details’ page approximately 30 minutes after you’ve tried to charge the card.

A few reasons you might have trouble charging a VCC:

  • Card isn’t active yet: Check the activation date.
  • Insufficient funds: Check the available balance.
  • Security lock: You made too many attempts to charge the same card, which has been locked for security reasons. Try again in 24 hours. 
  • Invalid merchant code: Booking.com’s VCCs can only be charged by merchants registered as official accommodation providers. In this situation, we recommend you contact your terminal provider for help.

Important details to know about expiration dates for charging VCCs:

  • For reservations made on or after November 1, 2019: You can charge VCCs for up to 12 months from the guest’s check-out date.
  • For reservations made before November 1, 2019: The VCC will be valid for six months from the guest’s check-out date. This period can be extended for another six months from the date the card expires.
  • If you don’t charge a VCC within 12 months of the guest’s check-out date, you won't have any right to the funds. From that point on, the funds will belong to Booking.com.

If you’re still having issues that don’t correspond with any of the above reasons, please reach out to us so we can help you resolve the problem.

2.4. What about VCCs for cancellations, no-shows and modifications?

If you receive a cancellation, no-show or modification and you are owed money, you’ll receive an updated VCC along with a notification email.

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

You will need to refund a VCC if you’ve already charged it in either of these two situations:

  1. You agreed to waive the applicable fees when a reservation is cancelled, modified, or in cases of no-show.
  2. A reservation is cancelled due to a Force Majeure event. In these cases, guests should not incur any costs or fees for stays they were unable to make and Booking.com waives all commission on the associated reservations.

In both cases, Booking.com will return the money to the guest and you will need to refund the same VCC associated with the reservation. More information, including specific step-by-step instructions for refunding VCCs, can be found in this article

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 VCC 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 for VCCs is one day after check-in.

2.7. How long can I view virtual credit card details? How much time do I have to charge a VCC?

You can view VCC details as many times as you want for up to 6 months after a guest checks out. 

Important details to know about expiration dates for charging VCCs:

  • For reservations made on or after November 1, 2019: You can charge VCCs for up to 12 months from the guest’s check-out date.
  • For reservations made before November 1, 2019: The VCC will be valid for six months from the guest’s check-out date. This period can be extended for another six months from the date the card expires.
  • If you don’t charge a VCC within 12 months of the guest’s check-out date, you won't have any right to the funds. From that point on, the funds will belong to Booking.com.

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

If you are asked to add a zip/postal code during the charging process, you can enter the guest’s zip/postal code, your own zip-postal code, or 1017CE (which is the code for Booking.com’s headquarters in Amsterdam).

2.9. What fees do payment processors charge for a virtual credit card?

Your payment processor will generally charge a fee between 2% and 3% for facilitating a transaction. For example, the minimum fee for VCCs will be 2%, but further variables may affect this fee depending on your country’s laws, fees charged by specific payment processors, or additional fees charged by your bank.

If in doubt about processing fees, please contact your bank or payment processor to find out more. Regardless of the nature of these fees, VCC payments are guaranteed to be safe, secure and reliable.

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

Exchange rates do not affect your payments if the price that you set your rooms in (the load price) is in the same currency as the one used to charge VCCs (your local currency).

If you receive a VCC in one currency but 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, which you can usually find by looking at your bank’s website or by calling them directly.

2.11. How do I pay commission for bookings made with a virtual credit card?

Commissions for these bookings are paid in the same way as other bookings. You’ll receive a gross payment for all bookings that guests paid for online, accompanied by an email with your invoice and remittance advice, which is also available in the extranet’s ‘Finance’ tab.

The invoice will show all bookings from the previous month, both those paid online and those paid at your property. To see a breakdown of online and in-person guest payments, go to the ‘Finance’ tab of your extranet 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, sign in to the extranet and click 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? How long does a bank transfer take?

If you are set up to be paid on a monthly basis, we will process your payment no later than the 15th day of the month after a guest checks out. 

If you are set up to be paid four times per month, payment will be processed on the 6th, 9th, 18th and 27th day of the month. Payouts include reservations from the previous period. Note that the payment on the 6th of the month consists of reservations between the 27th and the last day of the prior month. 

To check or change your payout setting schedule, select ‘Getting Paid’ from the ‘Finance’ tab in your extranet. Depending on your bank, your payment may take a few days to arrive in your account. In the event of a bank holiday, your payment will be processed the next available working day.

3.2. Where can I find my commission invoices and remittance advice?

Your commission invoices can be accessed in your extranet under the ‘Finance’ tab: 

  • Select ‘Invoices and documentation’ and filter invoices by year. 
  • Click on ‘View statement’ to see all of the reservation details that have been included for each invoice. 
  • You can download invoices for each period as PDF documents. 
  • You can download reservation statements for each period as an XLS or CSV file. 

Remittance advice is sent to you monthly via email and includes reservations paid online as well as any refunds. You can also view each month’s remittance advice by clicking on ‘Show monthly documents’ and selecting the PDF you wish to download. 

3.3. How is my commission calculated for bookings using a bank transfer?

Depending on the country where you’re located and the payment model you’re using, your payment will either be a gross amount or a net amount. 

If the payout is a gross amount, you’ll receive the total amount as stated on your remittance advice, which is the document we send to you via email to confirm the payout. You will be invoiced for commissions as normal. Please note that the invoice will show all bookings from the previous payment period, including those that were not paid online. 

If your payout is a net amount, you’ll receive the total amount of your reservations minus the total of all invoices. In this case, you will not have to pay commission separately 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 choose 'Bank details'. Click on 'Add/Edit' to add or change your information. It can take up to 6 working days for a bank account to be activated in our system. 

Want to see how it works? 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 in which you are paid out (payout currency) are the same, exchange rates won’t affect your payments. 

However, some partners need to use dual currencies, so the load currency and payout currency will not be the same. (This happens most frequently in the Czech Republic, Hungary, Bulgaria, Romania and Turkey). In these cases, we will apply Bloomberg’s exchange rate the day before we send you remittance advice. 

If we pay out in a currency that does not match the currency of your bank account, 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 contacting them directly.) You will be able to see the payout currency on the remittance advice, which we send you at the beginning of each month.

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

The total amount on your invoice only includes the amount we charge commission on, like room rates. The total reservation amount on your remittance advice is the total amount collected from the guest. This calculation includes the room rate amount plus any additional fees (unless they are configured as both “excluded” and “per person”). 

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 payment 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 the amount we pay you. In this case, you’ll need to pay the difference. More information about paying your invoices can be found in this article. Please note that direct debit is not available in all countries.

SECTION 4: Payments in North America

4.1. I am located in North America. When will I receive payments? Where can I find my commission invoices and remittance advice?

Your payout will be triggered one day after your guest’s check-in date. It may take up to 7 working days to appear in your bank account. 

For properties located in North America, your commission invoices can be accessed in your extranet under the ‘Finance’ tab: 

  • Select ‘Invoices’ and filter invoices by year. 
  • Click on ‘View statement’ to see all of the reservation details that have been included for each invoice. You can download invoices for each period as PDF documents. 
  • You can download the reservation statement for each period as an XLS or CSV file. 

Remittance advice is sent to you via email and includes reservations paid online as well as any refunds. 

4.2. How much will I receive?

You will 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 would prefer to charge your guest for these extras, you can do this separately.

4.3. How can I request additional fees from guests in North America?

You can request additional fees for extras like city taxes, cleaning fees, breakfast and parking. To request additional fees, visit 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 have not yet received payments, it could be that your account is not active because it is missing information needed for full verification. To resolve this, go to the ‘Finance’ tab in your extranet, click on 'Bank details' and ‘Add bank details’. 

Once you’ve updated your information and your account has been verified, a payout that includes all outstanding reservations will be triggered, which will arrive in your bank account within 7 days.

4.5. How can I change my bank details? 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 your extranet, click on the ‘Finance’ tab and select 'Bank details'. Then, select the ‘Edit bank details’ button. For more details, watch our tutorial video below.
  • To update your bank details from 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 have updated your bank details, it can take up to 6 working days for a new account to be activated in our system

4.6. How will I pay commission in North America?

If you are located in North America, you pay commission normally although some details in the ‘Finance’ section your extranet may look different. For basic information about how to pay invoices, please see this article. For details on how to view invoices and remittance advice if your property is in North America, please refer to Section 4.1. 

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 you.

4.8. In which currency will guests be charged in North America?

Your guests will be charged in the currency in which you’ve set your room prices.

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 paid online in Brazil?

In general, payment procedures in Brazil follow the same processes listed in Section 1.2.

5.3. Who provides invoices to my guests in Brazil?

You will 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 a direct transaction between you and the guest, not with Booking.com.

For full information about invoicing your guests, please refer to Section 1.6. 

For information about paying local taxes in Brazil, please refer to Nota Fiscal information in Section 5.15.

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

For information on general procedures around charging guests for extras, please refer to Section 1.4. 

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

For general information about refunding guests, please refer to Section 1.7

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

For more info on general procedures and charging for damages, please refer to Section 1.5. 

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

Yes. You won’t have to worry about the hassle of collecting payments, but you should continue to manage reservations as you normally would. Remember to inform us of any cancellations or other reservation-related issues (eg, no-shows) to ensure these bookings are not included in any commission invoices. 

Having trouble understanding the details of your commission invoice? Check out this article to learn more about managing cancellations, marking no-shows, and managing your reservations. 

5.8. When will I receive payment? How long do bank transfers take in Brazil?

You’ll receive guest payments by secure bank transfer, and 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. In the event of a bank holiday, your payment will be processed the next available working day.

5.9. Where can I find my commission invoices and remittance advice for my property that is located in Brazil?

For properties located in Brazil, your commission invoices can be accessed in your extranet under the ‘Finance’ tab: 

  • Select ‘Invoices’ and filter invoices by year. 
  • The ‘Payments to Booking.com’ link shows all of your invoices. Here you will find invoices containing commission amounts that will be deducted from your payments. You can download invoices for each period as PDF documents. 
  • Click on ‘Payments from Booking.com’ to view payment amounts for each period. Here you’ll find the list of reservations paid online that you’ll receive by bank transfer, as well as any refunds made in that month.You can download the remittance advice for each period as a PDF. 

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

Sign in to the extranet, select the ‘Finance’ tab, and click on ‘Bank details’. Then, choose ‘Bank details for receiving payments’, and click ‘Add/Edit’ to add or change your bank account information. It can take up to 6 business days for the bank account to be activated in our system. To prevent delays in receiving your money, make sure the bank details you provide are correct and valid.

Note: If you need to modify any of these bank details, you will need to fill out each field again.

Important bank account details: 

  • In the ‘agency number’ field, enter your 4-digit agency number without the check digit.
  • In the ‘account number’ field, enter your account number with the check digit but without the dash. If the check digit is X, replace it with a zero (0).
  • ‘CPF/CNPJ’ must be filled out with a dot (•), dash (-), or forward slash (/).

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

Bank transfers are always made in the month after the check-out dates of your reservations. These are a few reasons why we may not be able to send you payments: 

  • You haven’t added your bank details yet. Make sure you fill out your bank details.
  • Your bank details are incorrect. In this case, you’ll receive an inbox message on the extranet with instructions on what to do next.
  • You may have past reservations that were not paid for online that include unpaid commissions. Check whether or not payments for your reservations were facilitated by Booking.com. This information will appear in the ‘Status’ column of the extranet’s ‘Reservations’ page. 

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’ll need to update them on the extranet. Once your bank details are updated, we’ll send you a new payout by the 15th of the following month.

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

If you are owed money at the end of the month, you will receive a net payout. That is, you will receive the total amount of your reservations (all check-outs during the previous month) minus the total amount of any unpaid invoices. 

If the amount you need to pay us is higher than the amount due to you from Booking.com, you will receive a gross payout and a boleto for your unpaid commissions, which you will need to pay. This may occur if your property has reservations that were made before you joined Payments by Booking.com, when you took care of payments yourself.

In summary, if your total unpaid invoices are more than the amount you’re owed, you’ll be paid a gross amount, get an inbox notification to inform you, and receive a boleto to pay your invoice.

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, please refer to Section 5.13.

Note: You’re required to pay a boleto if your payout was made in full but the commission was not deducted from your payout.

5.15. Why did I receive a Nota Fiscal?

The Nota Fiscal is a tax document issued whenever a service is provided. You will receive a Nota Fiscal during every month that you receive reservations through Booking.com. The document will be emailed to you and is also available on the extranet under the ‘Finance’ tab under ‘Invoices.’ You can download each Nota Fiscal as a PDF. 

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