Handling invalid credit card details for a reservation

Credit cards can be marked as invalid for various reasons - insufficient funds, passed expiration date, or declined status by the bank. Once a credit card is marked as invalid by the Guesty system, steps must be taken to resolve this issue, otherwise your reservation may be canceled.

The information in this article is relevant only for Guesty Lite users who started connecting Vrbo before 19 Feb 2024 and for Pro users.

General guidelines

Fixing missing CVC codes

Note:

The information below applies to listings published or linked through Booking.com, Vrbo and Tripadvisor.com users.

Some booking channels have a CVC policy attached to their listings. To investigate a possible reason of your guest's card being marked as invalid, check that the listing's CVC policy is set correctly in Guesty.

 

Reporting the issue to Booking.com

If the reservation was made via Booking.com and Guesty's direct connection, follow the instructions below to report the issue to Booking.com. Booking.com will then contact the guest on your behalf to request a new payment method.

Pro users Lite users

Step by step:

  1. Sign in to your Guesty account.
  2. In the top navigation bar, click the mode selector and select Operations.
  3. Click the relevant reservation. located to the right of the reservation number.
  4. Click Reservations.
  5. Click the relevant reservation.
  6. In the reservation page, click Balance due / Status in the top right.
  7. Scroll down to the "Payments" section and click Report invalid CC to Booking.com to the right. Alternatively, under "Payment method", click Report.
  8. Click Report invalid CC to Booking.com.

Next, Booking.com will notify the guest that their credit card details should be updated. The guests will have the opportunity to update their credit card, according to the following timeframes:

  • More than 48 hours before check-in: Once a credit card is marked as invalid, the guests should update their credit card details within the next 24 hours.
  • 24 to 48 hours before check-in: Once a credit card is marked as invalid, the guests should update their credit card details within the next 12 hours.
  • Same-day reservations made before 3pm: Once a credit card is marked as invalid, the guests should update their credit card details by 3pm.
  • Same-day reservation made after 3pm: Once a credit card is marked as invalid, the guests should update their credit card details within 1 hour.

If the credit card details are not updated by the given timeframe, you will be able to cancel the reservation.

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