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How do I manage credit card payments for Property Collect bookings?

Last updated: 2 months ago | 14 min read time

This article will help you to verify and secure payments for Property Collect bookings that are made with a credit card. For more information on Property Collect bookings made without a credit card, please see here.

How to verify guest’s credit card details

Once a Property Collect booking is confirmed, the first action you can take is to verify if the guest’s credit card details are valid. Note that you will only be able to check the validity 1 time. This means that once you have clicked the button to verify, the feature will no longer be available.
Upon clicking to check, there will be an instant response prompted automatically by the YCS system. This will confirm the status of the guest’s credit card: Verification successful or Verification unsuccessful. If the verification is unsuccessful, you can request the guest to provide new credit card information, as detailed below.
The verification check is available from the time the booking is made until the check-in date.
Customers whose credit cards pass this verification are less likely to cancel. If they do cancel and there is a cancellation fee due, charges can usually, but not always, be successfully made to the credit card. This feature is a customer-friendly way of checking if a booking is secure prior to check-in.

To verify:

Go to YCS >> Bookings >> View Bookings.
Filter the results by clicking on the drop-down menu Payment Model. Select Property collect >> Apply.
Find the booking that you need to verify and click to open more details. The Property Collect information will appear in a column on the right-hand side.
If you have not already verified the guest’s credit card information, the first button will appear clickable. Note that you will only be able to click this button 1 time.
Click Check if guest credit card is valid.
1. If verification is successful, you will have the option to View guest credit card details.
2. If verification fails, you will have the option to View guest credit card details and/or Request new guest credit card.

How to view guest’s credit card details

You will only be able to view guest’s credit card details once the guest’s credit card verification has been completed.
The guest’s credit card is viewable only 7 days before check-in, or immediately after cancellation. If a booking is made less than 7 days before the check-in date, the guest’s credit card will be viewable after verification is complete.
You will be able to view the guest’s credit card details a total of 3 times. After the credit card details have been viewed 3 times, the system will automatically remove the data.
If you choose to view a guest’s credit card details, you will then become responsible for collecting any cancellation fees should they occur. If you do not choose to view a guest’s credit card details, Agoda will attempt to collect the cancellation fee from the guest’s credit card on your behalf. Therefore, in an effort to avoid charging the guest twice for cancellations, Agoda will not attempt to collect cancellation fees if the guest’s credit card details have been viewed by the property.

To view:

Go to YCS >> Bookings >> View Bookings.
Filter the results by clicking on the drop-down menu Payment Model. Select Property collect >> Apply
Find the booking that you need to verify and click to open more details. The Property Collect information will appear in a column on the right-hand side.
Click on View guest credit card details. Note that the text below the button will count the number of views you have remaining, out of 3.
You will be asked to pass a two-factor authentication in line with the . When prompted, enter your YCS login credentials.
After your login credentials are confirmed, a one-time password (OTP) will be sent via SMS to the phone number provided on the Contact (Old) page in YCS. Please ensure that your contact information is up-to-date as you can only click to view credit card details 3 times for each booking.

How to request a new credit card from a guest

If a guest’s credit card verification fails, or you find the card details invalid upon viewing them, you will be able to request a new credit card from the guest. This action is only available before the check-in date. Guests will be given 48 hours to provide new payment details.

To request:

Go to YCS >> Bookings >> View Bookings.
Filter the results by clicking on the drop-down menu Payment Model. Select Property collect >> Apply.
Find the booking that you need to verify and click to open more details. The Property Collect information will appear in a column on the right-hand side.
Click on Request new guest credit card.
1. Clicking this button will prompt the system to automatically contact the guest via email and SMS to request alternative payment details. A secure web link will be provided to the guest to enter their new payment details.
2. Once the new payment details have been provided, the booking will be updated in YCS and you will receive an email notification.

FAQs

1. Can the CVV/CVC number of the guest’s provided credit card be viewed?

In order to protect our customers, YCS will not show the CVV/CVC number of the guest’s credit card.

2. What should I do if I do not receive the one-time password (OTP) for the two-factor authentication?

Please ensure that your contact information is up-to-date on the Contact (Old) page in YCS. You can also contact us for assistance.

3. What if I do not accept the type of credit card provided by the guest?

If you do not accept the credit card provided by the guest, you can request a new one through YCS. We also recommend that you contact the guest to inform them which credit cards you accept.

4. Do I have to view the guest’s credit card details before requesting a new one?

If verification fails, you can request a new credit card right away.

5. What should I do if the guest does not provide a new credit card or if the new credit card is also invalid?

You may contact the guest through the YCS messaging service. In some circumstances, you may also request to cancel the booking if the guest fails to enter new credit card details within the allowed time frame (usually 48 hours). Find more details here.

6. Can I request credit card details from the guest by phone or email?

Please only exchange credit card details through the secure link provided in the YCS feature. This protects both the customer and the property by assuring sensitive information only passes through secure channels.

7. Should I collect payment for the booking from the guest’s credit card before check-in?

No. Agoda’s Property Collect bookings are strictly pay-at-hotel bookings, so you should not collect payment from the guest’s credit card prior to arrival. We understand that in some circumstances you may want to temporarily hold an amount to secure a booking in high occupancy periods, however, this is not guest-friendly and we advise against it.
To avoid any issues with payments made by credit cards on the check-in-date, we highly recommend that you complete the credit card verification process as soon as possible. Doing so will also provide the guest with more time to update their payment information in the case that their provided credit card is invalid for any reason.

8. Why am I receiving a “No MORP booking” error message when I try to view the credit card details?

This error may be caused by the following reasons:

You do not have permission to view the credit card.
There is a technical issue with the webserver. Try to reload the YCS page and repeat the steps to find the booking and open the Property Collect settings.