Guest credit card details missing in OTA reservations - Troubleshooting

This troubleshooting guide explains why an OTA reservation in Cloudbeds PMS may not include the guest's credit card details and offers practical solutions for obtaining this information.

Overview

In Cloudbeds PMS, each reservation has a credit card section, where you may add guest credit card details. Cloudbeds PMS may also import guest credit card details if the reservation came from a channel and the guest added his credit card info while submitting the reservation. However, there can be several reasons why credit card details will not be imported or are missing.
Find more details in the section below.

Important

  • To remain compliant with PCIDSS (Payment Card Industry Data Security Standard), we must enforce stricter password requirements when allowing the retrieval and viewing of customer credit card data. For these reasons, you must establish a separate password to access the credit card information from your bookings.
  • Check the following article to learn how to setup credit card viewing password.

Possible reasons and solutions

The booking was created before the channel was setup with Cloudbeds PMS

If the booking was created before the channel was setup with Cloudbeds PMS, the credit card details will not show, since they were delivered differently to you (email, fax).


SOLUTION: It's not possible to re-send the credit card details if they were not sent to our system at the moment of booking. You will need to collect credit card details from the extranet or contact the guest.

You received a modification for a booking for which we don't have the original

If the booking was made before connecting to Cloudbeds PMS and you imported it to our system manually, even after receiving a modification to the booking - its credit card details won't be imported.

SOLUTION: Check the credit card details on the extranet.

Reservation came from a channel for which we do not store credit card details

Myallocator (channel manager for Cloudbeds PMS) stores credit card details only for the following channels. Important: This list is not static, we are always working on new integrations.

  • Agoda
  • Beds4Travel
  • Booking.com
  • BookNow
  • The Percentage App
  • CTrip
  • Decolar
  • Dida Travel
  • Expedia
  • Goibibo & MakeMyTrip
  • Dorms.com
  • Hotelbeds
  • Revato by HotelsCombined
  • Hotelnet
  • Hopper
  • Hotusa/Keytel
  • HotelTonight
  • Hostelworld
  • ODIGEO Connect
  • Olympia Europe & Go Global Travel 
  • Reconline
  • Stash Hotel Rewards
  • Tripadvisor Instant Booking
  • Tablet Hotels
  • Tiket.com
  • VRBO (API)
  • Miki

SOLUTION: If the reservation came from a channel that is not on the list above, you will need to check the credit card details directly on the extranet.
If the reservation came from a channel that is in the list above but details are still missing, check other possible problem reasons below.

For PCI compliance, Hostelworld does not store CVV codes

The credit card type was not recognized by Cloudbeds PMS

Cloudbeds supports all of the following credit card types to be passed from the channels:

  • VI => 'Visa',
  • AX => 'American Express',
  • BC => 'BC Card',
  • CA => 'MasterCard',
  • CB => 'Carte Blanche',
  • CU => 'China Union Pay',
  • DS => 'Discover',
  • DC => 'Diners Club',
  • T => 'Carta Si',
  • R => 'Carte Bleue',
  • N => 'Dankort',
  • L => 'Delta',
  • E => 'Electron',
  • JC => 'Japan Credit Bureau',
  • TO => 'Maestro',
  • S => 'Switch',
  • EC => 'EuroCard',
  • TP => 'Universal Air Travel Card'
Credit card details missing on channel you do not require to collect credit card details/CVV

If credit card details are missing on both Cloudbeds PMS and channel extranet, most likely you do not require your guests to fill in credit card data on the channel. To collect credit card details from your guests' booking on OTAs , make sure the option to collect credit card details is enabled and required on the channel extranet settings.

SOLUTION: Check with your channel Account Manager whether your setting Ask for credit card details is enabled on your Extranet.

Booking.com extranet guest payment options

Booking.com account may be set to not take Credit Card details due to specific settings.

You may control whether to accept/collect credit card details inside the Booking.com extranet: Go to Property > Policies > Guest Payment Options

Here you may control:

1) Whether to accept credit/debit cards and which types
2) Under which conditions you won't allow bookings without a credit card (if the reservation came without CC details check if you allow bookings under certain conditions)
3) Whether to collect credit card details from the same country as where your property is located
4) Whether to collect CVC

Missing CVV on Booking.com bookings

Booking.com asks whether you want to send a CVV code with the booking.

Example: If the credit card numbers are present, but the CVV details are missing, the Booking.com account may be set to not take CVV at all. This is what it looks like for the booking.com account manager in their system

SOLUTION: Contact your channel Account Manager and ask to send the CVV code to your PMS/channel manager.

Missing CVV on certain Expedia bookings

The CVV will not be included on EQC booking XMLs by design.

Expedia assigns 1 booking to 1 virtual card and the virtual card corresponds to the details of that booking. Each reservation will have a different card number assigned to be charged. This means that each CVV is unique to the virtual card issued.

SOLUTION: Access Expedia's extranet and manually retrieve the CVV from the Payment Information section of the reservation.

Missing billing address details

If you have a gateway connected to Cloudbeds PMS, it may require that the guest's credit card include the billing address while processing the charge. Cloudbeds PMS does not control whether it's required for your guests' booking on OTA to include a billing address.

SOLUTION: Contact your channel Account Manager and ask whether it's possible to make billing address fields mandatory for the guests. If this is not possible, you may want to disable AVS (Billing address verification) directly in your gateway to process credit cards with the billing address missing.

  • Despite having billing address requirements enabled on the Payment Options page, note that it only makes billing addresses mandatory for the Booking Engine and direct bookings. It does not make billing addresses mandatory on the channels connected.
  • Contact your channel representative to have the billing address mandatory on the extranet (if possible).
Your invoice for using Cloudbeds PMS is 14 days (or more) overdue

If your invoice for using Cloudbeds PMS system is 14 days or more wasn't paid, some parts of the system will be disabled. Credit card data won't be passed from the channels to Cloudbeds PMS.

SOLUTION: Pay the outstanding balance in your billing account to re-enable the full functionality of Cloudbeds PMS.

Myallocator (Cloudbeds channel manager) is not synchronized with Cloudbeds PMS (PMS)

Credit card data from the channels is passed to Cloudbeds PMS through myallocator (Cloudbeds channel manager). If your myallocator credit card password is expired, Cloudbeds PMS will not receive credit card data.

SOLUTION: Reach out to our Support Team for assistance with restoring the synchronization.

Temporary issues in synchronization with the channels

As a rule, the channels transmit credit card data to us only once. If we fail to save them we have no way of getting them again, so if we had temporary problems with the database connection we might not have picked them up.

SOLUTION: Contact our Support Team to check if there were any issues with transmitting credit card data from the channel. Once the Cloudbeds team confirms the information, the property will have to contact the channel's customer service team and explain that we don't have credit card details due to a technical issue. The technical team at the channel will provide further solutions (for example, Booking.com may transmit credit card details in other alternative ways. Booking.com will not re-transmit them to us)

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