Invalid Credit Cards

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33 comments

  • Official comment
    Avatar
    Laura, Community Manager

    To make sure that you're not charged commission on reservations where you couldn't charge the guest, please have a look at this Partner Help article: How do I mark a credit card as invalid.

    Still have a question? Ask the partner community with a new post!

  • Avatar
    Info

    Would agree with Lyn, the CC details must be checked by Booking.com.  I believe, the fees we are paying must include this check. 

     

  • Avatar
    David

    Ofcourse there is NO LAW saying you have to hold onto a booking with an invalid C/C it's just Booking.com stating this

  • Avatar
    Admin

    I have mentioned this to booking.com before.  I suggested a time period say 72 hours.  If a booking is made with an invalid credit card within 72 hours of the date of arrival the establishment can cancel the booking.  This should be shown on the booking confirmation so the guest is aware.  I know some guests will make a booking for two or three places for the same date.  As they have given an invalid credit card number they can decide which place they're going to without any cancellation costs from the two places they have booked and not arrived.

  • Avatar
    David

    What is also bad is last minute bookings.If a guest books the day before arrival with an invalid or fake card we then have to hold onto the booking until 15:00hrs on the day of arrival.This to me is outrageous.

  • Avatar
    Admin

    You're absolutely right.  Cancelling at 1500 on day of arrival is useless.  If a guest gives invalid credit card details within 72 hours of the day of arrival the booking is void.  This notification should be on there booking confirmation and once it starts to happen the practice of giving invalid card details will if not stop completely be drastically reduced.

  • Avatar
    Lyn Morgan

    The crucial question to ask now in the light of all that has been written above is - will Booking.com act on any of it?  It is clear that all is not right. We are registered with Booking.com because we do get bookings from them but there are issues, especially for smaller accommodation establishments. They send out surveys which are answered but comments made may well be disappearing into cyber space. We want to know as accommodation providers that we are taken seriously about issues we have. 

  • Avatar
    Handan

    This is one problem we've been running into too. We require a 1 night prepayment in order to hold the booking because we hardly get any walk ins. Our business depends on the advanced bookings and a prepayment ensures that customers commit to their reservations and not leave us with an empty room. Unfortunately, our cancellation rate has been so high because of the declined credit cards even sometimes for an amount as low as $60. When we send a notification to the customer, they either ignore our message on B.com or they immediately cancel. When we do get a hold of them over the phone because messaging has failed, they cancel the booking. It's been so frustrating. On desktops or laptops, it clearly states that one night prepayment will be charged but then there are contradicting sections during reservation process that state 'credit card needed to hold the booking" This statement right there tells the potential customer that we will not charge them anything prior to your arrival. So if we do, they throw the biggest fit. They tell us immediately" I'm not paying you anything right now. That's not what it said on B.com" Needless to say, for these people to expect us to hold a room without any gurantee of arrival is just unfair. There has got to be a way to make the prepayment policy very clear to the customers. I also noticed that on mobile bookings, prepayment policy is not visible at all. I have tried various reservation and cancellation policies but the root of the problem is there's not a clear or concise notification to the customers prior to booking. If B.com can resolve the payment issues, I truly believe they will make us the property owners and the potential customers happier. 

  • Avatar
    Handan

    This is one problem we've been running into too. We require a 1 night prepayment in order to hold the booking because we hardly get any walk ins. Our business depends on the advanced bookings and a prepayment ensures that customers commit to their reservations and not leave us with an empty room. Unfortunately, our cancellation rate has been so high because of the declined credit cards even sometimes for an amount as low as $60. When we send a notification to the customer, they either ignore our message on B.com or they immediately cancel. When we do get a hold of them over the phone because messaging has failed, they cancel the booking. It's been so frustrating. On desktops or laptops, it clearly states that one night prepayment will be charged but then there are contradicting sections during reservation process that state 'credit card needed to hold the booking" This statement right there tells the potential customer that we will not charge them anything prior to your arrival. So if we do, they throw the biggest fit. They tell us immediately" I'm not paying you anything right now. That's not what it said on B.com" Needless to say, for these people to expect us to hold a room without any gurantee of arrival is just unfair. There has got to be a way to make the prepayment policy very clear to the customers. I also noticed that on mobile bookings, prepayment policy is not visible at all. I have tried various reservation and cancellation policies but the root of the problem is there's not a clear or concise notification to the customers prior to booking. If B.com can resolve the payment issues, I truly believe they will make us the property owners and the potential customers happier. 

  • Avatar
    Admin

    I'm not sure why you're having these problems.  We're a small establishment and a little off the beaten track.  Consequently no walk ins.  We charge 30% non refundable deposit at the time of booking.  There is a further charge of 100% if the guest cancels within 72 hours of the arrival date or does not show up.  We do get invalid credit cards occasionally.  As we take a deposit once the booking is made we know immediately if the card is invalid.  We inform them immediately that we cannot confirm the booking without a valid credit card.  We have only have one person cancel the booking.  All the others have given me a valid credit card from which we take the non refundable deposit.  This is clearly stated on our entry with booking.com.  Reinforced by the confirmation we send to the guest once the deposit has been paid.  Check your booking conditions on your entry with booking.com and make sure they are absolutely clear.  When many of our guests check out they think they have paid for the whole stay at the time of the booking, so much for reading the conditions.  

  • Avatar
    Island Daydreamer Ki

    Hi I received my first booking via booking.com. It's a last min booking and guest will check in tomorrow. Credit card information is provided by booking.com but ccv number is missing. Therefore I can't process the payment. Just wondering how the booking confirmed without a valid CC info?

  • Avatar
    David
    Hi Island Daydreamer Ki  
     
    If you are an accommodation provider then you should be able to override the ccv by pressing enter on your c/c terminal though this must be set up by your credit card merchant or bank.
     
    It is against the law for a third party to pass on CCV codes hence why businesses like hotels are allowed to override them            
  • Avatar
    Island Daydreamer Ki

    Hi David,

    thank you so much for answering my question. I don't have a c/c terminal but using Square online payment processing. Missing the ccv is consider invalid and payment can't get through. How to override? simply put in any number? Any idea? Thanks

     

  • Avatar
    David

    OK so here in the UK we do the following

     

    Input the amount

    Key in the credit card number

    Key in the expiry date

    Then we are asked if the customer is present

    If not it ask for the CCV which we simply ignore and press enter on the terminal

    Finally asked for numbers from postal code and address.

    You should try sort this ASAP or you will not be able to get payment

  • Avatar
    David

    The problem might be using a third party to process your credit card payments for you because they will probably want the CCV code.

    You will need to contact Square on line payments and explain an OTA sells rooms for you and they do not pass on the CCV code

  • Avatar
    Island Daydreamer Ki

    It's different here, we need to :

    Input the amount

    Key in the credit card number

    Key in the expiry date

    Key in CCV

    if I leave CCV blank, and click "charge", error message display:" missing or invalid entries"

    No option to ask if guest is present or not.

    should I mark this reservation with invalid CC info on booking.com? what happen if I mark it?

  • Avatar
    David

    You need to call square support because you are an accommodation provider credit card handlers accept that we have to hold C/C information so they allow us to by pass the CCV code function but you have to set this up with the bank or merchant who processes your cards.

    Call Square support immediately because you are going to encounter this problem with every booking you get.

    Tell them you are an Accommodation provider and do they support the bypass system for the CCV code

     

     

  • Avatar
    David

    You should not really mark the card as invalid on Booking.com because technically the fault lies with you and not the guest card. If Square can not help you try calling Booking.com.

    Another way round it is ask booking.com to take full payment for you and pass on the funds to you by the VIRTUAL CREDIT CARD in which you do get the CCV code

  • Avatar
    Island Daydreamer Ki

    Thanks David. Just checked Square phone support won't be available until Monday. Booking.com Virtual CC is not available in my area yet. I will try to call them and see what they can do.

  • Avatar
    Admin

    Have you thought of contacting the guest direct and asking for the ccv code?

     

    Most bookings I get from booking.com I get the CV code no problem.  Occasionally I get one without the CCV code.  I contact the guest by e mail and ask for the code.  I give them 24 hours to reply.  If I havn't heard from them within the 24 hours I go online to booking.com and mark the credit card as invalid.  Which it is as without the CCV code it is invalid.  The guest then contact me through booking.com with the ccv code.

  • Avatar
    David

    Yes that's another way but these guest are arriving tomorrow-last minute booking.

  • Avatar
    Admin

    Yes when they're coming so soon its a problem.  I've raised this with booking.com on a few occasions.  I've suggested that if a booking is made within 24 or 48 hours of arrival and the card is invalid for any reason the booking is not confirmed.  You may then let the room.  However this wont happen as long as the guest knows the card has to valid for a confirmed booking.  I have found over the years the main reason people use an invalid card or not complete ie without ccv code is because they have booked a couple of places for the same night.  This gives them the opportunity to choose which one to use on the day with no compensation for the one that is not used.  They even go so far to book one with booking.com and the other with another online booking agency.

    Your predent problem I think you're just going to hope they turn up and get the number from them on arrival.

  • Avatar
    Info

    Invalid credit cards.I have raised this issue with booking.com on several occasions. It should be easy for booking.com to track these invalid "guests". If they attempt to make reservations and cancelled 3 times, booking.com should ban them as a user. It seems that the guests are more important to booking.com than their partners - who are the ones who pay them commissions.

  • Avatar
    Hoodytwoshoes

    Hi David,

    You write "It is against the law for a third party to pass on CCV codes hence why businesses like hotels are allowed to override them", but surely this can't be the case, as B.com do (almost) always reveal them? Also, I can't override on PayPal - spoke to them today and they can't do it. 

  • Avatar
    Admin

    I have a new problem reference invalid credit cards.  I have taken bookings from China for some time.  We take a deposit when we receive a booking.  However something has changed.  There was never a problem making a keyed entry transaction with guests from China.  The last two bookings when I tried to key in the transaction the message I received was "keyed transaction not accepted"  After speaking to Worldpay I've been told Chinese union bank will not accept keyed entry transactions.  This means we cannot take deposits or charge a guest for a no show.  Of course many establishments that do not take a deposit will not know this until they get a no show or late cancellation.  Maybe booking.com should contact this bank and explain the situation.  It would take a large organisation to have any influence on a bank.  Anybody else come across this problem.  Remember it has only just started, there were no problems a month.  Michael

  • Avatar
    Stay

    The last 4 reservations from booking.com all have come with invalid credit card. If this continues we will drop the booking engine and just use the expedia group. It is getting annoying waiting for new information which NEVER comes and we end up blocking a room for 24-48 hours.

  • Avatar
    Kgilroy

    We have only been asked for the cv number over the past 4 or 5 weeks, i have just lost a huge amount of money because booking.com did not even ask for the cv number from the guest. I know this because when the guest turned up he didnt have the card with him as he believed his payment had gone through. This is irresponsible of booking.com methinks and they in my opinion be held responsible for the payment. May i ask booking.com what is their policy regarding this?

     

  • Avatar
    Lyn Morgan

    Had another invalid card this week. Had a conversation with a rep from Booking.com 2 weeks ago & he told me that they can get payment upfront themselves & said he would immediately implement it on my profile. He did not do that and when I contacted him a few days ago by email, I got a message saying he was away on leave for the next 2 weeks. The conversation with him seemed to suggest that he doesn't really appreciate how a successful hospitality business operates. He said he had noted what I had said - it remains to be seen if he will act on it.

  • Avatar
    Delbert Adair

    The bad credit card and fictitious booking has happened to me also. If booking.com can't or won't validate the card before the booking, at least require guest to correct booking in a more reasonable amount of time. 24 hours is to long in my opinion. This keeps us from getting bookings.

  • Avatar
    Kirsten Warbrooke

    I get invalid credit cards all the time (insufficient funds) if the booking is more than 2 weeks away and they are from my country I send a message saying  "the booking is not confirmed until deposit is paid. then gate code will be sent" and give them a bank account number. If payment is not made that day,  I mark CC as invalid on the extranet and then try to charge it again just before I cancel it (BC gives customers 24 hrs to update) 

    If the booking is short notice and the card gets declined, I still send a message saying booking is not confirmed until updated card (they will ring me if they are really worried and confirm they will pay cash on arrival) if I hear nothing I change the room on my calendar to show 2 rooms available which immediately relists it on BC and too bad if they show up and the room is booked by someone that has already paid. (this is my last resort and only if I haven't heard from them)

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