Note: To ensure you’re not charged commission on reservations where you couldn’t charge the guest, we’ve added flexibility to the procedure for marking invalid credit cards. You’ll be able to mark a credit card as invalid, even if a reservation has already been cancelled.
This is especially useful for non-refundable reservations because it ensures that we know you were unable to collect payment. For non-refundable reservations, you can mark a credit card as invalid before the arrival date, and up until the monthly commission invoice is generated.
If the guest’s card is showing as invalid, take a look at the steps below:
- Open the ‘Reservations’ tab in the extranet and click on the guest name or reference number.
- Select ‘Mark credit card as invalid’ on the right-hand side of the page.
- Once you mark the card as invalid, the guest will automatically receive an email and an SMS message requesting new card details within 24 hours.
- You’ll get an email when the guest updates their details. If you don’t receive these within 24 hours, or the guest provides invalid credit card details again, you can cancel the booking via the ‘Reservations’ tab. You can also cancel bookings up from 15:00 (local time) on the day of arrival.
For bookings made within 48 hours of check-in, if the card is invalid, the customer will get 12 hours (or until 15:00, whichever is earlier) to update these details (instead of the usual 24 hours).
The customer is always given at least two hours to update these details, i.e. if the booking is made after 14:00 on the day of arrival.
For last-minute bookings of 10 or more room nights, partners can cancel two hours after marking the credit card as invalid.
For some reservations, we’ll pro-actively ask the customer to provide new details. You won’t need to request these yourself, nor report the invalid credit card. If no new details are provided, you can decide how to proceed with the booking.
Please note: We send a daily email showing your most recently received and updated credit card details. You can see an overview of invalid credit card statuses by using the ‘updated’ and ‘pending’ filters in the ‘Reservations’ tab.