If the guest’s card is showing as invalid, take a look at the steps below:
- Open the Reservations tab on 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.
- After you mark the card as invalid, the guest will automatically receive an email and a text message requesting new card details within 24 hours.
- You’ll get an email when the guest updates their details, but if you don’t receive these within 24 hours, or the guest provides invalid credit card details again, you can cancel the booking through the Reservations tab. You can also cancel bookings until 3 pm (local time) on the day of arrival.
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 in the Reservations tab.
In order for us to improve this process even more, we’d love to get your feedback with this survey.