Credit cards can be marked as invalid for various reasons - 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 the Vrbo full sync connection type.
If the guest's credit card is invalid, reach out to them for an alternative payment method, and add the new credit card details to the reservation.
Once done, collect the payment manually.
Booking.com
Fixing missing CVC codes
Booking.com has an optional CVC policy you can attach 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 credit card issues 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.
Step by step:
- Sign in to your Guesty account.
- In the top navigation bar, click the mode selector and select Operations mode.
- Click Reservations.
- Click the relevant reservation.
- In the reservation page, click Balance due / Status at the top right.
- In the "Payments" section, click Report invalid CC to Booking.com. Alternatively, under "Payment method", click Report.
- Click Report invalid CC to Booking.com.
Booking.com will notify the guest that their credit card details must be updated. The guest can update their credit card according to the following timeframes:
- More than 48 hours before check-in: The guest has 24 hours to update their credit card details.
- 24 to 48 hours before check-in: The guest has 12 hours to update their credit card details.
- Same-day reservations made before 3pm: The guest has until 3pm to update their credit card details.
- Same-day reservation made after 3pm: The guest has 1 hour to update their credit card details.
If the credit card details are not updated by the given timeframe, you'll be able to cancel the reservation through Booking.com.
Vrbo
Vrbo validates your guest's credit card information.
If your guest's payment method becomes invalid, you can update it.
Next steps:
- Learn more about credit card verification via payment processors Guesty is using.
- Stay on top of your payments status with payment notifications.
