Receiving online payments

Please note: This payment service is not yet available everywhere. We will contact you once it becomes available for your property.

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When a guest makes a booking and is being charged on your behalf, you’ll receive a virtual credit card from an external payment provider along with the booking details. This card gives you access to the exact amount and you can charge the card according to the ‘charge date’.

Paid online’ will show in the ‘Status’ column on the extranet’s ‘Reservations’ page, showing that the guest has been charged on your behalf.


The commission invoice process does not change, so you’ll pay commission for all reservations in the same way you usually do.

The virtual credit card details can be viewed as many times as you wish for up to two months after the guest has checked out. However, you can still charge the card for up to six months after the check-out date. Just check the expiry date on the card.

Exchange rates don’t affect your payments. You’ll always receive the amount for the room rate in the currency you’ve selected in your extranet.

Please note: if you wish to charge the card in a different currency from the one you have selected in your extranet, please remember that exchange rates will apply.

As the reservation agreement is created between you and the guest when they book at your property (and the guest is charged on your behalf), you’ll need to provide an invoice for them at check-out. This can be on paper, by email, or both.

Please note that will not send the invoice for the reservation to you or the guest – that is your responsibility to the guest.

The point at which the guest is charged may have tax implications for you. If you have questions about this, please check this article on local taxes.

You need to take care of any extra charges not included in the total amount charged to the virtual credit card.


Charges that are calculated per person can’t be included in the price we show on the website, so you’ll need to collect this extra amount directly from the guest.

You can see the breakdown of charges by clicking on the blue text, 'See details' (found under the reservation amount on the 'Reservations Details' page in the extranet). will help out on refunding the guest accordingly. If you received money for the reservation, all you need to do is return the amount back to the virtual credit card. The virtual card was provided when the guest made the reservation at your property and can be found in the reservation details.

You can still arrange a damage deposit with your guests according to your house rules.

The payment provider will charge your bank 2% for using the virtual credit card. If you are being charged more, you can contact your bank to find out if they're charging an intermediary fee.

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

The main reason you might have an issue charging the card is because you could be charging the wrong amount.

It’s important to check the activation date included with the reservation details. You can only charge the virtual credit card on or after this date.

You should also make sure that you are charging the exact amount on the card – this can be found with the reservation details as well.

If this is the case, it’s likely that it’s not possible to include an extra charge, such as city tax. Charges that are calculated per person cannot be included in the price shown on the website, so it is up to you to collect this extra amount directly from the guest.

Another reason why it isn’t working could be the merchant code on your POS terminal (your credit card machine).

Your bank will have assigned a Merchant Category Code (MCC) to your POS terminal. This code generally reflects the type of business that you have (restaurant, shop etc.).

In order to charge a virtual card for a reservation, your MCC must be the category relating to accommodation – 7011.

If this is not the case, you can contact your POS provider (usually your bank) to have it changed to better reflect the nature of your business and to accept payment by virtual card for accommodating your guests.

There are a number of other reasons why the virtual card might not be working, so if it is none of the above, please contact us for help.


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