Booking.com: Report an invalid credit card

Reporting an invalid card may be useful when the credit card gets rejected or the charge cannot be performed. It may be due to different reasons, such as incorrect credit card details entered by the guest while booking the property, lack of the required amount etc. In these cases, property managers can immediately act and inform the sales channel about it.

This feature is currently supported by the following partners:

  • Booking.com

 

You are allowed to report an invalid credit card immediately after the time of booking up until midnight of the check-in day. This option is only possible for reservations that have credit card details in them.

 

  1. Go to Guest Planner and click on a booking you would like to report. This booking opens in the Big Card view.

  2. Scroll down to the Payments section.

  3. Click Report invalid credit card.

  4. Booking.com will send out a notification to the guest, inviting them to provide an alternative card information within specified time. The time when the guest can provide alternative credit card details is dependent on the time that remain until the check-in day. You can read more about the different times allowed to provide the alternative credit card details here.

    • If the guest provides new credit card details within the specified time, then Booking.com provides it to us and the credit card details are updated in the reservation.

    • If the guest does not provide the new credit card details, then you are eligible to cancel this reservation. Click Cancel the booking due to invalid credit card. A confirmation pop-up is displayed and you need to confirm it. Alternatively, log in to your Booking.com extranet and cancel this booking directly there.

Note that in some cases you may not be able to mark the credit card as invalid. A special case where the credit card cannot be reported as invalid is with the clients who have not passed Booking.com trust verification checks and therefore cannot be shared sensitive guest information (credit card details). Those may be the clients who have created brand new accounts on Booking.com (with a new LEID). Contact Booking.com and request more information on the trust verification checks.