The Confirmation Number Provided Doesnt Match a Booking in Our System Please Try Again

Every bit a outcome of COVID-nineteen (Coronavirus), and in order to protect the interests of our partners and their guests, we changed the activation appointment of all virtual credit cards to i mean solar day after bank check-in. We're currently reversing this change for certain eligible partners. Read section 2.7 of this article for more information.

Note: Our payment solutions aren't bachelor everywhere still. Nosotros'll permit you know when they're available for your belongings.

What'south in this article

SECTION i: General information

SECTION 2: Getting paid by virtual credit menu

Section 3: Getting paid past bank transfer

Section 4: Payments in N America

SECTION 5: Payments in Brazil

Department 1: Full general information

Nosotros can facilitate invitee payments for you lot in a manner that suits your property'due south needs. We tin can pay you either past virtual credit card (VCC) or via depository financial institution transfer, according to the policies you've chosen for your holding.

In the past, international travellers may have been unable to book a stay at your holding because their preferred payment options weren't bachelor. We now back up alternative payment solutions like PayPal, Alipay and WeChat Pay, and so more guests tin can book with you.

To learn more virtually our payment solutions and how to plow them, take a wait at this article.

i.two. How do I know if a invitee has paid online?

Here'southward how you can tell whether a guest has paid online

The subject line of the invitee'due south booking confirmation email will include the words 'Paid online'
The words 'Paid online' will too appear in the 'Condition' column on the 'Reservations' page in the extranet

Are you using a aqueduct manager or property direction arrangement (PMS)?

If you are having issues seeing the data required, delight contact your connectivity provider and ask them about the following features:
- Extra information near the reservation (res_extra_info): this feature enables your PMS/CM to indicate for which reservations the payments is facilitated by Booking.com
- Payments Clarity Package: this feature will enable you to see the virtual credit card rest, activation and expiration date straight in your PMS/CM

We charge guests based on your policies, and nosotros guarantee that guests will make full payment earlier they arrive at your property. If the credit bill of fare information a guest provides is invalid and they don't update it or provide valid carte information inside 24 hours, we'll automatically cancel the reservation. If this happens, nosotros won't accuse you committee for that booking.

1.three. How practice I know if Booking.com will pay me by virtual credit card or bank transfer?

You can see which payment method we'll use for each booking in the 'Price' column on the 'Reservations' folio in the extranet. You lot can also see the details of the payment method in the 'Payment details' area of the 'Reservation details' page for each booking.

ane.4. Who takes care of any extra charges my guests might incur?

We'll commonly include actress fees and charges in the amount nosotros collect from guests when they pay online. The exception is for amounts that are broken down per person and which y'all've set to 'excluded' in the extranet. You'll demand to charge guests for these amounts yourself. You tin can encounter the breakdown of charges for each booking on the 'Reservation details' page in the extranet.

ane.5. How practice I accuse guests a damage deposit?

We don't collect damage deposits from guests, merely y'all can arrange i directly based on your ain business firm rules. To find out more nigh setting up damage deposits, take a look at this article.

ane.6. Who provides invoices for my guests?

You need to provide your guests with an invoice when they check out. This is because the reservation agreement is a direct transaction between yous and your guest, not a transaction with Booking.com. Y'all tin provide the invoice on paper, past electronic mail or both.

Here's some other important information nigh invoices:

Nosotros concur no responsibility for invoicing, and we don't transport invoices for any reservation to you or your guest
Make sure you outcome invoices in your guest'southward proper name, or another name you've agreed with them
For payouts you receive by virtual credit card, the cardholder name will always be 'Booking.com (Agent)'
When we charge a guest, there may be revenue enhancement implications for you lot. To find out more virtually local taxes, take a await at this article

For more information about invoices, take a look at this article.

1.7. What happens if I decide to refund a guest?

If you lot make up one's mind to refund a invitee and we haven't already paid you for the booking, nosotros won't. Instead of paying you, we'll refund the guest on your behalf.

If nosotros've already paid y'all for the booking by depository financial institution transfer, nosotros'll deduct the amount we refund the guest from your next depository financial institution transfer payout. If you're not due to receive a payout at that time, you'll need to pay usa the corporeality nosotros refunded to the guest. We'll send you a debit note to let you know nearly this.

If we've already paid you for the booking using a virtual credit card (VCC), and yous've already charged the VCC, you'll need to refund information technology. To find out more about refunding VCCs, take a look at this article. If you lot haven't charged the VCC yet, you don't need to practice anything.

SECTION ii: Getting paid past virtual credit card

2.1. What is a virtual credit bill of fare and how does it work?

A virtual credit card (VCC) is a temporary, digital Mastercard that's linked to an existing credit menu. It functions like a regular credit card and helps guests brand secure online payments.

Here's what you need to know about charging VCCs:

For every relevant booking you receive, we'll transport you a new VCC
As long as each VCC remains active, y'all can charge it as many times as you similar until the balance reaches zero
Each VCC has a unique card number, expiration date and card verification code (CVC), and we never reuse these details
Each VCC besides has an activation date – this is mostly ready to i day after the check-in date, except for eligible backdrop where the VCC is activated when the reservation becomes non-refundable

Once the VCC is activated, you tin can view the details in the extranet equally many times as you similar for 18 months (547 days) from the check-out appointment.

Yous accept upward to 365 days after the cheque-out date to charge a VCC. If you don't charge it by and so, the funds volition belong to us. We'll also email you a weekly summary showing whatsoever amounts you have remaining on VCCs.

2.two. How practise I charge a virtual credit card?

Here's how to charge a virtual credit bill of fare (VCC) for a reservation that the guest paid for online:

Log in to the extranet and click on 'Reservations'
Click on the guest's name or reservation number to view the 'Reservation details' page
Click on 'View credit card details'
Enter the VCC details using your POS car
Accuse the available amount displayed

For a more than detailed explanation about how to charge VCCs, scout this tutorial video.

If you use a channel manager or property direction organisation, you can find out more about charging VCCs past taking a look at this article.

ii.3. Why tin can't I charge a virtual credit menu?

If something goes incorrect when you try to accuse a virtual credit bill of fare (VCC), you lot'll be able to meet the reason on the 'Reservations details' page approximately 30 minutes later.

Hither are the about common issues with charging VCCs, and what y'all can do to resolve them:

If the card isn't agile yet, bank check the activation engagement over again in the extranet
If the carte has insufficient funds, bank check that the amount you're charging matches the bachelor remainder and then endeavour again
If the CVC code entered is incorrect, double-bank check you lot're using the right number
If the expiration engagement entered is incorrect, brand certain you're using the right expiration date
If your POS car merchant lawmaking is invalid, contact your payment service provider for assist. Booking.com's VCCs tin can only exist charged by merchants registered as accommodation providers. Information technology'southward possible to have your code inverse if necessary.

If there'south a security lock, you've made too many attempts to charge the same carte and you lot should endeavor again in 24 hours

If you're having other issues charging a VCC, delight contact us via your extranet inbox.

2.iv. How exercise virtual credit cards work with cancellations, no-shows and modifications?

If you lot receive a counterfoil, no-show or modification and you're owed money, we'll send you lot an email with updated virtual credit menu (VCC) details.

2.5. How and when can I refund a virtual credit card?

If y'all've already charged a virtual credit menu (VCC), there are ii situations when y'all'll need to refund it:

You or your invitee abolish or modify a booking, or the invitee doesn't show up, and you agree to waive any fees that would employ
A reservation is cancelled due to Force Majeure – in these cases, guests shouldn't incur be charged for stays they tin can't make, and we waive commission on the affected reservations

In both cases, nosotros'll refund the guest and y'all'll need to refund the same VCC y'all originally charged. To find out more about how to do this, have a look at this article.

2.6. When and how will I be paid?

When a guest makes a booking and pays for information technology online, we'll send y'all a virtual credit card (VCC) along with the booking details. This menu gives you access to the verbal amount for that booking, and y'all tin charge the card every bit you unremarkably would. Just brand sure y'all do this after its activation date. This is mostly set to 1 twenty-four hour period after the check-in appointment, except for eligible backdrop where the VCC is activated when the reservation becomes non-refundable.

two.7. How do I know if I'm eligible for an earlier VCC activation date?

Partners with an established payment runway tape are eligible for an earlier activation date. To authorize, you must:

Process monthly invoices on fourth dimension and according to payment due dates
Have no unpaid or written-off invoices for the past 12 months
Accept no outstanding VCCs by the 60- to 90-twenty-four hours deadline when a guest refund is required
Take six months of partnership with Booking.com, with validated stays and guest reviews

If you lot meet all these criteria, y'all'll start to receive VCCs with earlier activation dates from week six of the following quarter. We review eligibility every quarter; if you no longer meet the higher up criteria, we'll go back to issuing VCCs with an activation date set one day after check-in.

two.8. How much time do I have to charge a virtual credit carte du jour?

Nosotros generally actuate virtual credit cards (VCC) ane twenty-four hours after the check-in date. For eligible properties, we do this when the reservation becomes non-refundable.Once the VCC is activated, you can view the details in the extranet every bit many times as you similar for xviii months (547 days) from the check-out engagement.

Y'all take up to 365 days after the check-out date to charge a VCC. If you don't accuse it by so, the funds volition belong to u.s.. We'll likewise email yous a weekly summary showing whatever amounts you have remaining on VCCs.

2.nine. What if I'm asked to enter a zip code or postcode when I charge a virtual credit card?

If you're asked to enter a zip lawmaking or postcode when you charge the virtual credit card, you can use the guest's zippo code or postcode, your ain zip code or postcode or 1017CE, which is the postcode for our headquarters in Amsterdam.

ii.10. What fees are involved when I charge a virtual credit card?

Your payment service provider will generally charge a fee of between 2% and three% for facilitating each transaction. The exact corporeality you're charged may depend on local laws and any additional fees charged by your banking company. For more data, contact your payment service provider.

2.eleven. How do exchange rates affect my virtual credit card payments?

Substitution rates don't bear on your payments if yous set the toll of your rooms in the same currency as you use to charge virtual credit cards (VCCs).

If you lot receive a VCC in i currency merely accuse it in a dissimilar 1, Mastercard will convert the amount using their own substitution rate. You tin can observe out what this is on the Mastercard website.

2.12. How does commission work for bookings that I get paid for by virtual credit card?

Y'all'll pay commission for these bookings in the same manner as other bookings. Each payment you receive by virtual credit card (VCC) will exist for the total gross corporeality of the booking. When we electronic mail you the VCC details, we'll include details of the corporeality you've been paid. We'll also invoice you lot separately for your commission fees as normal.

SECTION 3: Getting paid by bank transfer

Note: Not all properties are eligible for payments by banking concern transfer. To check whether your holding is eligible and notice out more most the costs involved, log in to the extranet, click 'Finance', click on 'Getting paid' and then ringlet downwards to the FAQs at the lesser.

3.1. When will I get paid past bank transfer?

When you lot'll receive your bank transfer payment depends on the schedule you lot're prepare up for.

If you're set upwards for monthly payments We'll procedure payments no later than the 15th twenty-four hours of the month after the invitee checks out.

If you're set up for payments 4 times per month We'll process payments on the 6th, ninth, 18th and 27th twenty-four hours of each calendar month. Each payout will include reservations where the guest checked out during the period since your last payment was processed. The payment on the sixth of the month includes reservations where the guest checked out between the 27th and the last day of the previous month.

If you're ready for weekly payments We'll process payments every Th for reservations where the guest checked out during the previous calendar week, which runs from Thursday until Wed. If the Thursday when nosotros would usually process your payment is a public holiday, nosotros'll process information technology on the next working twenty-four hours.

Whichever payment schedule you're gear up for, depending on your banking company it may take a few days from when we send your payment for it to go far in your account.

To check or modify your payment schedule, log in to the extranet, click on 'Finance' and then click on 'Getting paid'.

3.2. Where can I find my commission invoices and payout documents?

Here's how to download your committee invoices:

Log in to the extranet
Click on 'Finance' and then click on 'Invoices'
Choose the yr yous want to filter past
Click on 'Download pdf' beneath the number of the invoice you want to download

To encounter the reservations that have been included on each invoice, click on 'View statement' below the invoice amount.

Each calendar month, nosotros'll also e-mail you payout documents with details of reservations that guests paid for online, equally well as any refunds. You lot can also download these payout documents. Here'southward how to do it:

Log in to the extranet
Click on 'Finance' and then click on 'Payout information'
Click on the arrow next to the period you're interested in to come across a list of reservations
Click on 'PDF' or 'CSV' to download the payout document

3.3. How is my commission calculated for bookings that I become paid for by banking company transfer?

Depending on the country you're located in and the payment model you're using, we'll pay you lot either a gross or net amount.

If yous receive a gross payout, nosotros'll pay y'all the total amount of your reservations. Nosotros'll then invoice you lot for committee equally normal. Your commission invoice will include all bookings from the previous catamenia, including any bookings that weren't paid for online.

If you receive a internet payout, we'll pay you lot the total amount of your reservations minus the total amount of all your invoices. You won't have to pay for commission separately.

3.4. How do I add or alter my bank details?

Hither's how to alter the banking company details nosotros apply to pay y'all:

Log in to the extranet
Click on 'Finance' and then click on 'Banking concern details'
Under 'Receiving payouts from Booking.com', click on 'Add bank details' or 'Edit bank details'
Enter your new bank details
Click on 'Update banking concern details'

Continue in mind that it can take up to six working days for your depository financial institution details to be fully updated in our system.

To find out more than about updating your bank details, watch this tutorial video.

3.5. How do exchange rates affect my banking concern transfer payments?

Exchange rates don't bear on your payments if y'all set the price of your rooms in the same currency as we make your bank transfer payment.

If the currency you set your rooms in isn't the same as the currency we make your bank transfer payment in, we'll convert the amount using Bloomberg's exchange charge per unit the day earlier nosotros ship your remittance advice.

If we brand your bank transfer payment in a dissimilar currency from the currency of your bank account, your bank will catechumen the amount using their ain exchange rate. To find out what this is, contact your bank directly.

To find out which currency we'll make your depository financial institution transfer payment in, bank check the payout document we email you lot each calendar month. You can also download these payout documents.

Here'southward how to do it:

Log in to the extranet
Click on 'Finance' and so click on 'Payout information'
Click on the arrow next to the menstruum you lot're interested in to meet a list of reservations
Click on 'PDF' or 'CSV' to download the payout certificate

3.6. Why is the reservation corporeality on my invoice different from the reservation amount on my remittance communication?

The full amount shown on your invoice only includes amounts nosotros charge commission on, such as room rates. The full reservation amount shown on your remittance advice is the full corporeality we've collected from guests on your behalf. This includes room rates plus any additional fees, unless these are broken down per person and you lot've set up them to 'excluded' in the extranet. We don't charge commission on these 'excluded' fees.

iii.seven. Why exercise I need to set upward a Direct Debit to utilise Booking.com's payment solutions?

If the amount of your commission invoice is higher than the corporeality we pay you past banking concern transfer, nosotros'll collect the difference from your bank business relationship. We need you to gear up a Direct Debit to permit u.s.a. to exercise this, unless Direct Debits aren't available in your country.

To find out more virtually paying your committee invoice by Direct Debit, take a look at this commodity.

SECTION iv: Payments in N America

4.1. When will I receive payments if I'm located in North America?

Nosotros'll process your payment ane solar day after the check-in date, but it may accept up to seven working days to announced in your banking company account.

4.ii Where tin can I discover my commission invoices and payout documents if I'yard located in North America? If yous're located in North America, here'due south how to download your committee invoices:

Log in to the extranet
Click on 'Finance' and and so click on 'Invoices'
Cull the year you want to filter by
Click on 'Download pdf' beneath the number of the invoice you desire to download

To see the reservations that take been included on each invoice, click on 'View statement' beneath the invoice corporeality.

Each month, we'll also email yous payout documents with details of reservations that guests paid for online, besides as whatever refunds. You can as well download these payout documents. Here's how to do it:

Log in to the extranet
Click on 'Finance' and then click on 'Payout information'
Click on the pointer next to the period you're interested in to see a list of reservations
Click on 'PDF' or 'CSV' to download the payout document

iv.3. How much will I receive?

Yous'll receive the total amount of your reservations plus whatsoever additional fees, unless these are cleaved down per person and yous've set up them to 'excluded' in the extranet. If you lot'd too like to let your guests to pay these additional fees online, you lot can arrange this separately.

4.4. What should I do if I haven't received a payment and I'm located in N America?

If yous haven't nevertheless received a payment, this may be because we still need to receive your bank details earlier nosotros tin actuate your account.

Here's how to provide the data we need:

Log in to the extranet
Click on 'Finance' and so click on 'Depository financial institution details'
Nether 'Receiving money from Booking.com', click on 'Add bank details'
Enter your banking concern details
Click on 'Update banking concern details'

In one case yous've provided this information and nosotros've activated your business relationship, we'll process a payment for all your outstanding reservations. This should arrive in your bank account inside seven working days.

four.5. How can I change my depository financial institution details? How long does information technology take for these changes to have outcome in North America?

If y'all're located in N America, here'southward how to change the bank details we use to pay you:

Log in to the extranet
Click on 'Finance' so click on 'Banking concern details'
Under 'Receiving payouts from Booking.com', click on 'Add banking company details' or 'Edit banking company details'
Enter your new bank details
Click on 'Update bank details'

Keep in mind that it tin can take up to six working days for your bank details to exist fully updated in our system.

To discover out more about updating your bank details, picket this tutorial video.

4.6. How will I pay commission in North America?

If you're located in N America, you pay committee normally, but some details in the extranet'south 'Finance' section may announced slightly differently.

For more information about paying invoices, accept a await at this article.

To find out how to view your invoices and payout documents if you're located in North America, come across department four.2.

SECTION v: Payments in Brazil

v.1. How do Booking.com'south payment solutions piece of work in Brazil?

In general, payment procedures in Brazil follow the aforementioned processes listed in Department one.

Annotation: There may be some scenarios in which you'll be required to pay united states a commission invoice separately. Learn more below in Department five.13.

v.2. How do I know if a guest has paid online in Brazil?

You tin can find information nearly this in section i.ii.

five.3. Who provides invoices for my guests in Brazil?

You tin find information about this in department 1.half dozen. For more details most paying local taxes in Brazil, run into section 5.xv.

5.4. Who takes care of whatever extra charges my guests might incur in Brazil?

You tin find data about this in section 1.4.

five.five. What happens if I determine to refund a guest in Brazil?

You tin find information about this in section one.7.

five.6. How practise I charge guests a damage deposit in Brazil?

You can observe information about this in section one.5.

5.7. Should I keep managing my reservations if I join Payments by Booking.com?

Yes, yous should go along managing reservations as you ordinarily would. This includes letting us know about cancellations, no-shows and other issues related to reservations, so that nosotros can make sure we don't charge you commission for these reservations when there isn't any due.

To discover out more than about how to exercise this, take a expect at this article.

5.eight. When will I receive payments if I'1000 located in Brazil?

We'll process your payment no subsequently than the 15th mean solar day of the month after the guest checks out. If the twenty-four hours when we would normally process your payment is a public holiday, we'll process it on the adjacent working day. Depending on your bank, information technology may accept a few days from when we send your payment for it to make it in your account.

five.9. Where can I discover my commission invoices and payout documents if I'chiliad located in Brazil?

If you're located in Brazil, hither's how to download your commission invoices:

Log in to the extranet
Click on 'Finance' and so click on 'Invoices'
Cull the year y'all desire to filter by
Click on 'Download pdf' beneath the number of the invoice you want to download

To see the reservations that have been included on each invoice, click on 'View argument' beneath the invoice amount.

Each month, we'll as well e-mail you payout documents with details of reservations that guests paid for online, as well as any refunds. You tin can also download these payout documents. Hither's how to do it:

Log in to the extranet
Click on 'Finance' and then click on 'Payout information'
Click on the arrow adjacent to the catamenia yous're interested in to encounter a list of reservations
Click on 'PDF' or 'CSV' to download the payout document

5.10. How do I add or modify my bank details if I'm located in Brazil?

Here's how to change the bank details we apply to pay you:

Log in to the extranet
Click on 'Finance' so click on 'Banking concern details'
Under 'Receiving payouts from Booking.com', click on 'Add bank details' or 'Edit bank details'
Enter your new bank details
Click on 'Update bank details'

Here are a few things to keep in listen when y'all enter your banking company details:

Enter your four-digit agency number without the bank check digit
Enter your account number with the bank check digit but without the dash, and if the bank check digit is 'X' so supercede it with a nil ('0')
Enter your CPF or CNPJ number with a dot ('.'), dash ('-') or frontwards slash ('/')

Keep in mind that it tin accept up to half dozen working days for your bank details to be fully updated in our system.

To notice out more than nigh updating your bank details, watch this tutorial video.

5.11. Why haven't I received my bank transfer payment nonetheless if I'yard located in Brazil?

If you're expecting a depository financial institution transfer payment but you oasis't yet received information technology, here are a few possible reasons and what you tin do to fix them:

If you haven't added your banking company details withal, you'll demand to do this before we can process your payment
If your bank details are incorrect, you lot'll receive a message via your extranet inbox telling you what you need to do next
You may accept unpaid commissions for past reservations that guests didn't pay for online. Y'all can meet which reservations guests paid for online past looking for the words 'Paid online' in the 'Status' column of each booking on the 'Reservations' page in the extranet.

5.12. If my bank transfer payment is rejected past my bank, when will I receive a new payment?

If your bank rejected a bank transfer payment because your bank details were invalid, you'll first demand to update them in the extranet. In one case you've washed this, nosotros'll procedure a new bank transfer payment to you lot no later than the 15th day of the following month.

5.13. Will I receive a boleto to pay my commission?

We'll usually make a internet payment to you each month for the full amount of your reservations minus the full amount of all your invoices.

But if the total amount of all your invoices is higher than the total amount of your reservations, nosotros'll make a gross payment to you and as well send you a boleto for your unpaid commissions. We'll send you a message via your extranet inbox to let you know that you demand to pay this.

This can happen if y'all take outstanding commission fees for reservations that yous handled payments for yourself, for example before you joined Payments by Booking.

5.14. Why did I receive a boleto for payment?

You received a boleto to pay because the amount y'all were entitled to receive from Booking.com was less than the corporeality you owe for committee. For more information about this, run into Section five.xiii.

5.15. Why have I received a Nota Fiscal?

A Nota Fiscal is a revenue enhancement certificate that we demand to send yous whenever we provide services to you. We'll email you a Nota Fiscal each calendar month as long every bit you've received bookings on our platform. You lot can also download these documents. Here's how to do it:

Log in to the extranet
Click on 'Finance' and then click on 'Invoices'
Click on the invoice number you're interested in to open up the Nota Fiscal in a new window

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Source: https://partner.booking.com/en-gb/help/policies-payments/payment-products/payments-faqs