Payments

What should you do if a guest requests to change their CC details?

• Advise partner to mark the cc as invalid

• Advise the guest to update their cc details from their account

• Follow the TED form for an incorrect charge

• They can not do it

Can the guest change their credit card details for a booking after having received the confirmation?

• Only if CC is invalid

• Only if it's the same brand of card

• Yes

• No

What should you do if the guest informed you that he did not receive the refund for their free of charge cancelled booking?

• Advise the guest to book with a different policy in the future

• Inform the guest that this is very unlucky for them, apologise and inform there is nothing we can do

• Advise the guest to contact the hotel directly as we did not take any payments

• Verify if the claim is valid and if so, call the hotel to ask for the deposit refund

Are refunds automated if a guest cancels free of charge in a PBB reservation?

• Yes, if a guest is entitled to receiving a refund according to the cancellation email, this will be automatically done.

• Yes, but only if the reservation cancelled as waived fees

Who provides the invoice to the guest when the payment is facilitated by Booking.com

• We are using an external company to charge the guest that is able to provide an invoice

• The invoice is always issued by the partner; however, Booking.com provides a receipt to the guest along with the confirmation

• The guest should contact their bank if they want a proper invoice

• Booking.com provides an invoice

Which subtopic would you choose in TED when the guest is requesting an invoice after their stay?

• Special request to hotel - other

• Request for receipt/invoice by guest

• Verify payments status

• Payment - other

You have received an email from the hotel stating that the guest has an invalid credit card. What should you do?

• Advise the hotel to mark the cc as invalid through the Extranet

• Advise the partner to cancel the booking since the guest did not pay his deposit on time

• Call the guest and request to send the hotel a new credit card

• Nothing, advise the hotel to contact the guest directly as we do not take cc details over the phone

What VCC-related information are we displaying on TED's payment box?

• Type and time of the last transaction

• the charge date: date when partner can charge the card

• The amount charged and the current balance

• All answers are correct

If the hotel informs you that the guest did not pay his deposit on time what should you do?

• Tag "Cancellation - Request cancellation by partner" in TED and let the form guide you

• Calll the hotel and advise them to contact the guest directly

• Cancel the booking directly

• Call the guest and inform them to pay the deposit the Same day

What is a pre-authorisation?

• An amount Booking.com charges to check if the credit card is valid

• An amount that the hotel blocked to check the validity of the cc provided

• A fee that the bank charged on the guest's cc