From your feedback | Invalid Credit Cards

Click here if this post was helpful!
(Don't worry we won't send you anywhere)

ข้อคิดเห็น

79 ข้อคิดเห็น

  • ข้อคิดเห็นอย่างเป็นทางการ
    Avatar
    Brooke

    Great feedback everyone!  

    I was able to bring a few of your questions to the product team working on Invalid Credit Cards and wanted to share their replies with you: 

    • What are we doing about guests who book with cards that are valid, but don’t have enough money to cover the reservation? The problem of insufficient funds can be with both credit or debit cards. We suggest you always pre-authorize a certain amount (this can range from cancellation fee to the full reservation amount depending on your policy) on the card received. If there is a case of insufficient funds, we encourage you to get in touch with the customer and/or engage in the invalid-cc process. With this approach you will be able to collect the cancellation fees you are due or cancel the booking immediately.
    • How are we working with payment systems like Square to reduce invalid credit cards?For partners who are working with Square, we will check the card after the reservation is made. If invalid then we will ask the guest to update the credit card or the partner can cancel the booking.
    • Is Booking.com working toward facilitating last minute reservations exclusively through the Booking.com virtual credit card system? We aim to offer our guests the choice on how they would like to pay. With regards to the Booking.com virtual credit card system we are working gradually to collect payments on behalf of our home properties. We are scaling it to various geographical areas gradually.
    • 3PM close out can be challenging for small properties, is there anything we are doing about this? 3 p.m limit is only for ultra last minute bookings (bookings made after 3 p.m day before check in), for all other bookings a partner can process bookings immediately and cancel them within 24 hours if there is a no response from the customer; giving them enough time to sell their booking again.
    • Why are guests given 24 hours? Can this be made shorter? We are constantly evaluating the appropriate time which should be given to customers to update their credit-card. We went from 36 hours to 24 hours as from our data we found 36 hours was too long. Current data shows that 24 hours is the most optimal time to preserve customer experience and not impact blocked availability. We are evaluating if we can further shorten this time for last minute bookings.

    As mentioned before, I have been working daily to relay your product feedback to the right teams and I will continue to keep you posted on our progress with invalid credit cards here.  

    Thank you again for being such helpful members of the Forum, every day we hear how great this community has been for your fellow partners and it's really due to all the helpful contributions from partners like you.

    -Brooke 
     

     

  • Avatar
    Salidainn

    The above only addresses one half of a larger problem. Most web sites don't specify that reservations must be held with a Valid "Credit Card". This allows people to reserve with a Valid Debit Card. Although Valid, the card may not have enough money on it to cover the reservation or the booker may use the card prior to arrival. This becomes a problem when the guest is a No Show and when the charge is attempted it "Fails" or is denied. 

  • Avatar
    Rosette D'Souza-Rogers

    Yes, on top of that, debit cards are not allowed by Square which is the system we use for taking the bookings.  With a very small Bed and Breakfast of only two rooms, this has quite an impact on the bookings and revenue as it is difficult to fill the rooms last minute.

  • Avatar
    Mr Spence

    Hi Salidainn,

    Try altering your bookings to take all the money with a booking ie NR Booking or make the booking part due ie 25% or more.

    When taking part deposit payments at the time of booking, if you then have a no show, consider yourself lucky that you had some payment to which the Non Show Guest is unlikely to fight a "Chargback" through his/her Card Provider thinking they got of lightly.

    I on the other hand do 99% NR Bookings and take payment at the time of booking in full,  but be warned that no shows sometimes wriggle and squirm and contact their Card Provider to get out of the booking and payment.

    Keith Spence Owner

    ApartmentsWales.com

  • Avatar
    Rosette D'Souza-Rogers

    That is good information.  Thanks Mr. Spence.

  • Avatar
    Relax

    All good suggestions - however with the 3 p.m. close out as per the small places, andin our case remote - we do not really have passing by traffic - it would mean a loss as per Rosette's comments.

  • Avatar
    Salidainn

    Mr. Spence.

    The only problem I have with NR bookings is I have found that most guests aren't aware they made a Non Refundable Reservation until they call you all angry that you charged their card. They say they didn't know it was Non Refundable and if you don't refund the money they file a dispute which you will loose. Here is why:, VISA RULES require a web site to show the details of the reservation with a check box for the guest to check off signifying that they have read and completely understand what they are getting. I have never found an OTA with any sort of check box. In fact, the site who's forum this is, doesn't make your cancellation policy all that easy to find. In the US, Booking.com has a ? Icon next to the room type. The only way a guest knows your cancellation policy is if they just happen to click the ?. 

    In 5 years, I don't think I have had a single guest who bothered to read their confirmation email which of course is the other place they can see what they booked and see the cancel policy. ON NRs, I always send my own e-mail to the guest, "Thank you for your Non Refundable reservation on XX/XX/XX. If a NR reservation was not your intention, please let me know by return e-mail with in 72 hours, after which we will charge the full amount of the reservation to the card on file.

    About 1/2 to 2/3 respond that they had no idea it was a NR IN which case I let them cancel.

    OFF the guests who don't see my email, 1/2 of them will call the OTA when they see the charge on their CC and ask the OTA to intervene with the hotel and allow them to cancel and get a refund. Then you get a phone call from the OTA and a rep. that barely speaks your language asking you to refund the money and allow as they say "Our Mutual Guest" to cancel. If you say no, they make you out to be a bad boy. I know because I reserved a NR room at my own hotel in my own name. Then I charged my own CC. Then I called the OTA and asked them to help me get my money back. The ota called the hotel and guess who they spoke to while I held on - on my cell phone. The rep came back on the line and thinking she was talking to a "Mutual Guest" began berating the owner of the hotel which of course was me.

  • Avatar
    Relax

    response to Salidainn - to Mr. Spence - I so whole heartly agree with your comments guests do not read documentation and in fact a large amount do not even read emails sent or instructions given - even worst people ring a head and you give clear instructions for direction using GPS and because Google says another way they take it then are angry that it takes longer and the bad road conditions. Also, if in the case of a emergency which has happened to me you try to cancel throught the OTA - they say you must upgrade , or find another place nearby or similar , etc.....if you ring the Guest and explain they do not have a problem - they maybe upset but do understand at the end of the conversation....things happen - sometimes the roles are reversed and the Guest has to cancel in most cases I have no problem in realeasing the booking - and mostly they rebook.

    So I do completely agree with your comments and I have been operating for 25 years.

  • Avatar
    Lyn Morgan

    We take 100% at the time that the booking is made. This enables us to check immediately if the Credit Card is valid. All too often it is not and that is where the problem lies. At times it is to do with it being booked with a Debit Card rather than a Credit Card and this is where Booking.com needs to make it clear that it must be made with a CREDIT card. All the risk is with the innkeeper and with smaller establishments, it could mean 25%+ is lost if what in effect is an unpaid for booking blocking one from getting a confirmed paid for booking. Booking.com who take a big commission from us, need to become more involved in this and be more helpful to the people who actually generate the income for them.

     

  • Avatar
    Hexagon

    I fully agree with Lynn.

    Booking.com really needs to get their act together. The lodge keepers are always in the wrong and the guests are always right. If it is not for us, there will not be a booking.com. Booking.com cannot stand on the side-line as they take a big chunk from the income .

    So get involved and sort out these problems!!

  • Avatar
    Lyn Morgan

    There have been occasions where guests are questioned being charged ahead of the booking; on my Booking.com profile it clearly states that guests can be charged anytime from when the booking is made. It would seem that Booking.com give the impression that bookings can be cancelled without penalty, according to guests. I don't see how as small accommodation establishments, we can do otherwise than ensure that full payment is made.

  • Avatar
    Sergio S

    Mr. Salidain. We use to charge 30% at booking and 70% at check in. But a guest tell us to charge at the same card on the checkin time, without slide the card. Visa and major card wont acept any charge with the presence of the cardholder. so they claim to my bank and deduct from my account both charges.   Visa and major cards They do not accept the policies of booking about charging in advance or full or even No Show.  Because in the web page doesn't check accepting the charges or even the cancellation policies show by booking. We being on a legal proces about this and nobody it is responsable. we got to afford the lost and we stay unprotected every time we are accepting a reservation. The best help we have is enrolling to  Who's your guest.com force  (the trip advisor for hoteliers) reporting "All problems" before or after. There is a list of names of guest with frouds, bad reviews and even now with no valid credicards.  Thank you

     

  • Avatar
    Relax

    Lyn you make complete sense and the majority of guests believe that there accounts are paid prior arrival with some leaving not even asking if the account is paid. And many do not even understand that we cannot accept a Debit Card they think it functions the same as a credit card.Thanks again for the great comments

  • Avatar
    Relax

    With the 12-15% commision, the card, epos fees% and the GST - Does take a large chunk of booking and we have not even got the linen on the beds. You would think we would get better respect - instead of the Guest is always right.

     

     

  • Avatar
    Daan Henning

    Hi everyone,

    The credit card payment system will always be a point of contention.

    Initially, I have had many problems and headaches with in-valid cards or no-shows and even suspect fraudulent bookings.

    I do agree that Booking.com can put in more effort to safeguard hotels in this matter. At least they have introduced the virtual CC system which will solve all problems if guests opt for this option.

    What I did was to update all rooms as Non Refundable deposit of 50% and a further 20% anytime 14days prior to check in. The balance the guest swipe at check-in.

    My biggest problem is the slow turnaround reporting invalid or faulty cards. I have had a "genuis" guest making a reservation and requesting dinner which we proudly made. He never specified his full credit card details, yet we believe this guest to a honorable one. He never pitched! NO SHOW.

    I strongly believe Booking.com should assist more readily and speedily in card problems and no shows. I would love to see the system changed for last day/minute reservations only be done via the Booking.com virtual cc system. In fact, they should do it for all reservation 4days prior to check-in date.

    The only way Booking.com can assist us is in adopting a system where guests pay the deposit directly to them at time of reservation. All other booking sites use this system and is the safest way for hotels.

    I remain hopeful that the Booking.com team will find a solution to this. 

  • Avatar
    Sergio S

     Lyn, we did the same, 100% charge, but credit card wants charges with credit card slide with carholders precences. If costumers reports the charge as a fraud , your bank will deduct the amount from your account. It happen to us. . We had by the moment copy of his passport, sign on the registration card but not a slide or chip charge on front of costumer. Visa said , booking.com doesn't have a completion of cancellations policies checks with the guests and not a permission form the guest to charge the amount. When you buy online Amazon or Flight tickets, Always it's a form of agrement of charge with a c.card. And the sistem check the status of the card right away.  Booking.com Never check the cards and even doesn't inform the cancellation policies or not show etc. So we are unprotected to frouds even several months after the guest was in your place.

  • Avatar
    Wilma

    Daan

    I totally agree with you. Booking.com should receive the money and pay what is due directly to the accommodation owners. I also feel that 24 hours to wait before cancelling a booking due to invalid credit cards is too long.

    Wilma

  • Avatar
    Sergio S

    Wilma, I totally agree with you, 24 hrs. it is a long time. We are working with the competition and they provide the card # and if is not valid, you can cancel the reservation any time right in the moment with a click, mentioning to the guest to redo a new reservation with a new number.   We are talking about charges of $40. $70 if a guest can't afford this much, isn't good as a guest.                                            We try to lower prices cause the sales is going harder every year, but every time we had lower prices ,we catch "lower quality of people" it is a risk.  

     

  • Avatar
    anniesguesthouse

    This is a big improvement. 1/3 of our reservations from Booking have declined cards.

    https://www.anniesguesthouse.co.uk 

  • Avatar
    Rosette D'Souza-Rogers

    When guests have cancelled last minute and I have, I believe rightly so, charged them the full amount, some accept the charge but others will squirm.  Booking.com have now introduced a new regulation that if a guest cancels and we charge the guest, they will take their commission.  I ask, is this fair?  Any thoughts?

     

  • Avatar
    Mr Spence

    Risky on the part of Booking.com, in the event of a chargeback they would have to go through the 

    process of returning the commission element back to the Hotelier. This cost to them in man power 

    could far out way any gains.

    Anyone know how Booking.com will ever know that the Guest who was a no show had paid, assuming of course that the payment is taken directly by the Hotel?

    Mr Spence Owner

    ApartmentsWales.com

  • Avatar
    Salidainn

    In the information provided by BC as to "What has changed", #1 states:

    1. Shorter time frames: Guests now have 24 hours – and just one attempt – to update their credit card details. If a guest doesn’t update their details within this time, or provides invalid details once again, you can cancel the booking straight away.

    24 hours is way to long. While it is possible that a guest made a simple mistake when entering CC details, it is not the hotels fault the guest wasn't more careful. I read the suggestions about taking 25 - 30% at time of booking and or making all reservations Non Refundable and charging up front, but with so much competition not doing that, I see it as a good way to loose bookings. So, I have begun pre-authorizing the credit card on every new reservation for the full amount. If the comes back as authorized, I immediately void the Pre Authorization. If the card fails or comes back as Invalid, I immediately attempt to Notify the guest by phone and or email. If the reservation is for the same day, I give the guest one hour to call the hotel and provide a valid CC. If the reservation is for 24 or more hours in the future, I give them until 0900 the day after I call or email to call the hotel. I tell them by phone and email that if I don't hear from them in the specified time, the reservation will be cancelled and that they are welcome to rebook if they wish and with a valid card if there are still rooms available. There is a real simple fix to all these problems and it all falls on BC. BC says they read our comments and make modifications to their way of doing things, but the changes they list at the top of this post don't address a any of the comments we have all made. The simple fix to this and other problems like no shows is for BC to put a large font statement and a Check Box right over top of the Submit button. The statement should read, "Please check the box to signify that you have reviewed your reservation, it is correct and that you are aware of the hotel policies. By clicking submit, you assure that you have entered a Valid Credit Card and that the Hotel will pre authorize the entire amount shortly after they receive the reservation. Debit Card holders should be aware that your issuing bank may hold the pre-authorized amount for up to 3 weeks before releasing use of the funds. If the Authorization fails for any reason, you will be contacted by email by the hotel and you will have 2 hours to provide a new card to hold your reservation or the reservation may be immediately cancelled by the hotel. You are then welcome to re-book if rooms are still available". 

    Guess what, I bet there will be considerably less problems.

  • Avatar
    Rosette D'Souza-Rogers

    I notice that my response is still pending approval, is there a problem?

  • Avatar
    Marie van Rensburg

    Hi everyone. I made use of the templates! Every booking I get, I send it to 'potential' guest. In it I stipulate that 50% deposit should be paid within 48hours. I then mark it on a calendar with an automatic expiry. I have had fewer no shows, and cancellations. Make use of a channel manager and their policies too.
    Hope this helps!
    Be blessed everyone.
    Kind regards.

  • Avatar
    Salidainn

    Marie Van R

    What Templates?

    me

  • Avatar
    Salidainn

    Daan Henning

    Dann, Have you noticed any decrease in Booking since instituting a 50% deposit and where or how do you let bookers know there is a 50% upfront deposit?

     

    Mike

  • Avatar
    Marie van Rensburg

    Mike,
    The templates are found on the same page with your policy page. The 50% is also in the policy and the guest is made aware of this on enquiring. It may not work for all, but it has certainly helped to lessen the no show's and cancellations, for me.
    Just try it, and see for yourself. I also let guests know what the bank details are, on the same policy, and am diplomatic, but very firm about not receiving payments now. I have guests who returned, and keep enquiring....so it certainly is worth it, for me at least.
    Have a great day

  • Avatar
    Daan Henning

    @ Marie van Rensburg

    " I then mark it on a calendar with an automatic expiry."

    Hi Marie,

    Can you please tell me more about the calender you use and the automatic expiry.

    Thanks

  • Avatar
    Daan Henning

    I still believe for the commission we pay Booking.com should handle the finances!!

  • Avatar
    Mr Spence

    Hi Daan Henning,

    Booking.com will handle the Hoteliers Finances, it is just a bit picky who it handles and I for one have not yet figured out that criteria.

    I used to have all of our finances carried out by Booking.com, then out of the blue they emailed me and said that they would terminate this agreement as per my instructions, needless to say it was not signed and no at Booking.com would put their hands up, as to who sent it, that was 2yrs ago and after repeated promises we are still not back into the system.

    They then brought out or tried to, a System where they take Prime Dates over in our Calendar and if we get a cancellation they guarantee our payment, The payment for this type of booking is by their Virtual Credit Card, it all smells a little sinister to me and much like the Expedia Booking Emails we get telling us not to divulge what we charged our Guests for their Booking, Expedia by the way do take all of our payments directly, for a 3% charge on top of their 15% fee and we operate a full NR Calender with them, and give no refunds.

    Regards

    Mr Spence Owner

    ApartmentsWales.com

Add a comment

โปรด ลงชื่อเข้าใช้ เพื่อแสดงข้อคิดเห็น

กลับไปด้านบน