FAQs Payments

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

Top 5 general questions:

Top 5 questions about virtual credit cards:

Top 5 questions about bank transfers:

SECTION 1: GENERAL

How do Booking.com’s payment solutions work?

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

Until now, a lot of international travelers might not have been able to book your property because their preferred payment options hadn't been available. Now we support alternative payment solutions like PayPal, Alipay, and WeChat Pay, so more can book with you.

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


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 under the Status column on the Reservations page on the Extranet. If you use an XML provider (e.g. a channel manager or property management system), contact them to find out how they'll display this info in their system.


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

You can find out by clicking under the Finance tab on the Extranet and selecting either Online payments or Payments by Booking.com.

This info also appears on individual reservations (the Reservation details page), where you’ll see the payment method of the reservation in the Total price column.

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


Who takes care of any extra charges guests might incur?

For online bookings, extra fees and charges are usually included, unless they're broken down per person and set to "Excluded" on 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 on the Extranet, under the Reservations tab.


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.


Who provides invoices for my guests?

You’ll have to provide your guests an invoice at check-out either on paper, by email or both. The reservation agreement is between you and the guest—not with Booking.com—so Booking.com doesn't send invoices for any room reservations to you or your guests.

However, the time when the guest gets charged could have tax implications for you. Find out more in this article on local taxes.


What happens if I decide to refund a guest?

There’s no additional action required on your part – just go through the usual process to initiate a refund, and Booking.com will take care of the rest. We’ll refund the guest on your behalf, and the amount won't 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 have to do anything yourself. For refunds made using virtual cards, you’ll have to refund the virtual card if you already charged it – otherwise, no action is required from your end.


SECTION 2: Getting paid by Virtual Credit Card

What's a virtual credit card and how does it work?

Virtual credit cards (VCCs) are digital MasterCards that allow for easy and secure online payments. For every booking you receive, we’ll send 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 depends on your property’s booking policy.

For non-refundable reservations, you can charge the VCC as soon as you receive it. For bookings made with flexible policies, the activation date will be your guest’s check-in date. This way you’ll be able to charge the VCC from that point forward.


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 on the Extranet. Search for the reservation that corresponds to the card you received, then click the reservation number. In the Reservations details page, the Guest payment overview shows you the info you’ll need in order to charge the virtual credit card. This includes the card number, holder, activation date, and available balance.

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


Why can't I 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 about 30 minutes after the attempt to charge it.

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

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

If you’re still having issues that don’t correspond to anything above, get in touch with us using your usual contact number.


What about cancellations, no-shows, and modifications?

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


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 amount back to the same virtual credit card that we'd 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.


When and how will I be paid?

When a guest makes a reservation 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 reservation details. This card gives you access to the exact amount for that booking, and you can charge the card as you normally would. Just make sure you do this after its activation date. For non-refundable reservations, it's either the date the booking was made, or else the date it becomes non-refundable. Otherwise it’s your guest’s check-in date.


How long can I see the virtual credit card details? 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 180 days after the guest checks out. The card also remains active for 180 days after check-out, so you can still charge the card.  If the card has expired and you still need to charge it, please get in touch with your local Booking.com support team. 


What if I'm asked to enter in 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, enter any of the following: Your guest’s zip/postal code, your own, or 1017 CE (which is from Booking.com’s headquarters in Amsterdam).


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 bank. Our virtual credit cards hold a minimum 2% fee, but other variations depend on individual country laws, payment processors, and your particular bank.

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


How do exchange rates affect my virtual credit card payments?

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

If you receive your VCC in one currency but charge it in a different one, then exchange rates could apply, depending on your bank’s buy rate. Buy rates are variable rates that banks use for foreign exchanges. Buy rates are typically available on a bank's website, or else try calling them directly.


How will I pay the commission for these bookings?

Commission for these bookings is paid the same way as any other booking. 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 (also available under the Finance tab of the Extranet).

The invoice shows 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 then 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.  

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

You’ll receive guest payments through secure bank transfers. We’ll transfer the payment no later than the 15th of the month after a guest checks out. Depending on your bank, it could take a few days to process and appear in your account.


Where can I find my commission invoice and remittance advice?

Log on to the Extranet then click the Finance tab. Then select Invoices from the list, and a record of payments will appear.

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

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


How will I pay commission for these bookings?

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

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, look at "Where can I find my commission invoice and remittance advice?" right above.

If your payout is net, you’ll receive the total amount of your reservations with check-outs in the previous month, minus the total of all invoices from the previous month. You won’t have to pay commission because it's automatically deducted from your payout.


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

Log on to the Extranet, then under the Finance tab, click Bank details. Then go to Bank details for receiving payments and click Add/Edit to add or modify your info. It can take up to 5 working days for a bank account to be activated in our system.

For more about uploading bank details, check out this tutorial video:


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 need to use dual currencies, meaning the load currency and payout currency aren't the same. This happens most frequently in the Czech Republic, Hungary, Bulgaria, Romania, and Turkey.

In these cases, we apply Bloomberg’s exchange rate from the date before sending you the month's remittance advice. 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 (check your bank’s buy rate on their website or by calling them directly). The payout currency will be on the remittance advice we send you at the beginning of each month.


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

The total reservation amount on your invoice only includes the amount for the room rate.

On the other hand, the total reservation amount on your remittance advice is the total amount collected from the guest. This means the room rate amount plus any additional fees (unless they're both set to "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're set as "excluded" and per stay, per night or as a percentage of the total rate.

We don’t charge commission on these excluded services.


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

The Direct Debit form is required for 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 info about paying your invoices can be found here.

Not all countries have direct debit available yet.


SECTION 4: Payments in North America

When will I receive my payments?

Your payout will be triggered one day after your guest’s check-in date – though it can take up to 7 working days to appear in your bank account. To monitor your payout dates and amounts, click the Finance tab, then select Invoices, and then Payments from Booking.com.


How much will I receive?

You’ll receive the value of the reservation, plus any extra charges (unless they're set as "per person" or "per night," and set to "excluded"). If you want to charge your guest for these extras, do it separately.


How does the additional fees request work?

Now we have a feature that lets you request additional fees from your guests. This helps when charging guests for any extras like city taxes, cleaning fees, breakfast, or parking.

To request additional fees, log on to the Extranet and go to the Reservations details page. Click 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. After the guest approves, we’ll pay you within 7 days.


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

If you haven’t received payments, your account might not be active because it’s missing info needed for full verification. To solve this, go to the Finance on the Extranet, click Payments by Booking.com, and then select Update information. After updating your info and your account is verified, a payout that includes all outstanding reservations will be triggered, and will arrive in your account within 7 days.


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

You can change your bank details on Extranet or the Pulse app.

On the Extranet, click the Finance tab and select Bank details. Then click Bank details for receiving payments and select Add/Edit to update your details.

For more on updating bank details, check out this tutorial:

To update your bank details in the Pulse app, go to More then select Payments. Then select Payment details to enter your new info. After finishing, don't forget to tap Save.

After updating your details, it can take up to 5 working days for the new account to be activated in our system.


How will I pay commission for these bookings?

Commission for these bookings is paid the same way as all 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 under the Extranet's Finance tab).

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


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

Yes – guests are charged automatically in our system. No action is needed on your end.


Which currency will the guest be charged in?

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