This guide provides step-by-step instructions on how to report invalid credit cards and cancel reservations due to payment issues directly within Cloudbeds. By eliminating the need to perform these actions manually in Booking.com's extranet, this update streamlines workflows, reduces delays, and ensures better control over reservations.
Things to note before getting started
- Hotel Collect Only – This feature is only available for Hotel Collect reservations, where the property charges the guest’s credit card directly. It does not apply to Booking.com Collect reservations, where Booking.com handles payment.
- Booking.com Policies Apply — When reporting an invalid credit card, Booking.com will notify the guest and allow them a specific timeframe (24, 12, or 2 hours, depending on booking conditions) to update their payment details before a cancellation request can be sent.
- Cancelations Require Invalid Credit Card Status – To send a cancelation request through Cloudbeds, the reservation must first have the credit card marked as invalid. Otherwise, you must cancel the booking manually on Booking.com's extranet before canceling in Cloudbeds.
Report Invalid Credit Card to Booking.com
- Access the credit card tab in the corresponding reservation
- Click to Report card as Invalid
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Confirm the action after reading the pop-up message
Request Cancellation Due to Invalid Credit Card
After reporting the credit card as invalid to Booking.com successfully,
- Go to the corresponding reservation
- Change the status to canceled
- Confirm the action after reviewing the pop-up message
- Cancelations cannot be undone. Confirm carefully if you want to proceed.
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