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.
For bookings made within 48 hours of check-in, if the card is invalid, the customer will get 12 hours (or until 3 pm, whichever is earlier) to update these details (instead of the usual 24 hours).
The customer is always given at least 2 hours to update these details, i.e. if the booking is made after 2 pm on the day of arrival.
For some reservations, we’ll proactively ask the customer to provide new details. You won’t need to request these yourself or report the invalid credit card. If no new details are provided, you can decide how to continue with the booking.
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.