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Payments: FAQs and all you need to know

Updated 15 days ago

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

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 by either virtual credit card or bank transfer, according to your property’s policies for bookings.

Until now, a lot of international travelers might not have been able to book your property because their preferred payment options weren’t been 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 here.

1.2. How do I know if a guest 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 for the Extranet’s Reservations page. If you use an XML provider (e.g. a channel manager or property management system), contact them to learn how they’ll display this info in their system.

Guests are charged in accordance with your policies. We guarantee the guests make full payments before arriving to your property. If the credit card provided is invalid and they don’t update or provide a valid one within 24 hours, the reservation is automatically canceled and no commission is charged.

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

Find out by clicking the Extranet’s Finance tab, then selecting either “Online payments” or “Payments by Booking.com.”

This information also appears for individual reservations on 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, 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?

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 by going to the “Reservation details” section of the Extranet, 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’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, not with Booking.com. That’s why Booking.com won’t send invoices for any room reservations to you or your guests.

For payouts via virtual credit card, the cardholder’s name will always be “Booking.com (Agent).” Make sure the invoice is still issued to the guest in their name (or any other name agreed on with the guest). 

Booking.com holds no responsibility nor input regarding these 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 on your part. Just 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 won’t be paid to you. For refunds made by 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 already charged the card. Otherwise, no action is required on your part.

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 and 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 6 months from a guest’s check-out date, after which the VCC will expire. If the VCC expires, the period to charge the VCC can be extended for another 6-month period starting from the date when the card expired. After the expiration of this second 6-month period, you’ll lose any rights to the funds, and 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 of the Extranet. Search for the reservation that corresponds to the card you received and click its reservation number. On the “Reservations details” page, the “Guest payment overview” displays the info you’ll need 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 info can be found in this article.

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

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

If something goes wrong while charging a virtual credit card, you’ll be able to see the reason on the Reservations details page about 30 minutes after you tried to charge the card.

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

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

  • Insufficient funds – check its available balance.

  • You made too many attempts to charge the same card. The system stops further attempts for security reasons, so try again in 24 hours.

  • The card is expired. You can charge virtual credit cards for up to six months from a guest’s check-out date, after which the VCC expires. If the VCC expires, the period to charge the VCC can be extended for another 6-month period, starting from the date when the card expired. After the expiration of this second 6-month period, you’ll lose any rights to the funds, and 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. Contact your terminal provider for help.

If you’re still having issues that don’t correspond with any of the above reasons, reach out to 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 are owed money, you’ll receive an updated virtual credit card along with a notification email.

2.5. How do I refund a virtual credit card? What happens if I decide to refund a guest but I charged the virtual credit card?

Booking.com will help refund the guest on your behalf. If you already received money for the reservation, all you have 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’re expired. If the expiration date is in the past, enter the current month as the card’s expiration date. 

If you have trouble refunding the virtual credit card, we recommend contacting 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) is one day after check-in.

2.7. How long can I see the virtual credit card details for? 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 6 months after a guest checks out. You can charge virtual credit cards for up to 6 months from a guest’s check-out date, after which the VCC will expire. If the VCC expires, the period to charge the VCC can be extended for another 6-month period starting from the date when the card expired. After the expiration of this second 6-month period, you’ll lose any rights to the funds, and 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?

Sometimes you might be asked to add a zip/postal code during the charging process. If that happens, you can put enter the guest’s 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 2% fee, but further variations depend on individual country laws, payment processors, and your particular bank.

If in doubt, contact your bank or payment processor to find 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.

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

Exchange rates don’t affect your payments if the prices that you set your rooms at (the load price) are in the same currency as the one used to charge virtual credit cards (i.e. 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 calling them directly.

2.11.  How do I pay 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 that the guests paid online, accompanied by an email with your invoice and payout statement (also available under the Extranet’s Finance tab).

The invoice will show all bookings from the previous month, both paid online and 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 info on associated costs, log 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 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 a 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 in to the Extranet and 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 .pdfs by clicking the link on that page.

3.3. How do I pay commission for bookings made by bank transfer?

Depending on the country you’re in and 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 (i.e. the document we send to confirm your payout). You’ll be invoiced for commission as normal, which you have to pay.

The invoice will show all bookings from the previous month, including those that weren’t paid for online. If you’re not sure where to find your remittance advice, 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-outs in the previous month, minus the total of all invoices from the previous month. You won’t have to pay commission since it is automatically deducted from your payout.

3.4. How do I add/change my bank details for receiving transfers?

Log in to the Extranet, select the Finance tab, and click “Bank details.” Then, go to “Bank details for receiving payments,” and click “Add/Edit” to add or change your info. It can take up to 5 business days for the bank account to be activated in our system.

To find 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 one 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 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 for one day before we send you the remittance advice for the month. If we pay out in a currency that isn’t 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’re 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’re configured as “excluded” and per stay, per night, or as a percentage of the total rate.

Note: We don’t charge 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 info about paying your invoices can be found here. 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, though it may take up to 7 business days to appear in your bank account. To monitor your payout dates and amounts, click the Finance tab, select “Invoices,” 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’re configured as “per person” or “per night” and set to “excluded.” If you want to charge guests for these extras, you can do so separately.

4.3. How do additional fees requests 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 in to the extranet and go to the Reservation 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. 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, your account might not be active due to missing info needed for full verification. To resolve this, go to the Extranet’s Finance tab, click “Payments by Booking.com,” then select “Update information.”

After you update 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.

4.5. How do 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 on the 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 change your details.

For more info 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 info. Once you’re done, be sure to tap “Save.”

Once you update your details, it takes up to 5 business days for the new account to be activated in our system.

4.6. How do 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 that the guests paid online, accompanied by an email with your invoice and payout statement (also available under the Extranet’s Finance tab).

The invoice will show all bookings from the previous month, both paid online and 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 charged automatically in our system. No action is needed from your end.

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

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

SECTION 5: Payments in Brazil

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

For more info on general procedures, see 1.1. “How do Booking.com’s payments solutions work?” 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 5.13. “Will I receive a boleto to pay commission?” in SECTION 5.

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

Guests are charged in accordance with your policies. We guarantee the guests make full payments before arriving to your property. If the credit card provided is invalid and they don’t update or provide a valid one within 24 hours, the reservation is automatically canceled and no commission is charged. For more info on general procedures, please see 1.2. “How do I know if a guest paid online? in SECTION 1.

5.3. Who provides invoices to my guests in Brazil?

Don’t confuse the invoice you may need to provide to your guests with the commission invoice you receive from Booking.com.

For more info on general procedures, see 1.6. “Who provides invoices to my guests?” in SECTION 1.

For more info 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 info on general procedures, 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 info on general procedures, 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 info on general procedures, 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.

Always remember to inform us of any cancellation or reservation-related issues, such as no-shows or cancellations, so that these bookings don’t get included in your invoice, so don’t get 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 bank transfers take in Brazil?

For more info on general procedures, see 3.1. “When will I receive payment and how long do bank transfers take?” in SECTION 3.

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

For more info on general procedures, see 3.2. “Where can I find my commission invoice and remittance advice?” in SECTION 3.

Additionally, keep the difference in mind:

  • Payments from Booking.com (remittance advice): 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.

  • Payments to Booking.com (commission invoices): Here you’ll 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 in to the Extranet, select the Finance tab, and click “Bank details.” Then go to “Bank details for receiving payments,” and click “Add/Edit” to add or change your info. It can take up to 5 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 your bank details, you’ll have to fill out all the fields again.

Tips and tricks:

  • 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, and bar.

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

Remember that bank transfers are always made in the month after the check-out dates 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. 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 weren’t paid for online. Check whether or not payments for your reservations were facilitated by Booking.com. You can do so by visiting the the Extranet’s “Reservations” tab and checking the “Status” column, which should indicate “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’ll have to update them on the Extranet. Once your bank details are updated, we’ll try to send you a new payout by the 15th of the following month.

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 from 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 owe us, then you’ll receive a full payout, and a boleto will be sent by email and uploaded to the Extranet.

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

The invoice includes all your reservations with check-out dates 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 owed by Booking.com was less than the amount you have to pay us. For more info, see 5.13. “Will I receive a boleto to pay my commission?” in SECTION 5.

Note: You’re only required to pay a boleto because the payout was made in full, and the commission wasn’t 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 used for tax purposes.

You’ll receive a Nota Fiscal for every month you get reservations through Booking.com. The document will be emailed and also uploaded to the Extranet under the “Finance” tab in “Invoices.”

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