How do I manage a Property Collect booking?

This article will help you to secure payment for your Property Collect bookings that are made with a credit card. For more information on Property Collect bookings made without credit card, please go here.

What’s in this article?

How to verify a guest’s credit card details
How to view a guest’s credit card details
How to request a guest for a new credit card
FAQs
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How to verify guest’s credit card details

The first action you will be able to take once a Property Collect booking is confirmed is to Check if guest credit card is valid — which can only be used once. Once clicked, this feature will no longer be available.
This action is available from the time the booking is made until the check-in date + 24 hours.
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.
Find the booking you need and select Payment Model > Property collect.
Click on 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 Request new guest credit card.

How to view guest’s credit card details

You will only be able to view guest’s credit card if the guest’s card verification has been completed.
This action is available from 7 days before check-in.
You will be able to view the guest’s credit card details a total of 3 times. It is not possible to view the guest’s payment card details more than 3 times as Agoda’s system will automatically clear the data afterward.
If you choose to view the guest’s credit card, you will become responsible for collecting any cancellation fees should they occur. By default, Agoda attempts to collect the cancellation fee from the guest’s credit card on your behalf. However, if you view the guest’s credit card, Agoda will no longer attempt to collect any fees if needed later on. This logic was introduced to avoid double charging the guest.

To view:

Go to YCS > Bookings > View Bookings.

Find the booking you need and select Payment Model > Property collect.
Click on View guest credit card details.

You will be asked to pass a two-factor authentication in line with the Payment Card Industry Data Security Standard (PCI DSS). Enter your username and password (same credentials as your YCS log-in).
After your login credentials are confirmed, you will be sent a one-time passcode either to your registered mobile number or your user email address. By entering the passcode, you will gain access to the guest’s credit card details.

How to request a new credit card

If the 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 available up to 24 hours after the check-in date and guests will be given 48 hours at most to provide new payment details.

To request:

Go to YCS > Bookings > View Bookings.

Find the booking you need and select Payment Model > Property collect.
Click on Request new guest credit card.
1. This action will trigger an email to the guest with a secure web link to provide a new credit card for payment.
2. Once new card information has been entered by the guest, it will be made available in the YCS Extranet, and you will receive an email notification.

FAQs

1. Can the CVV/CVC number of the guest credit card supplied be viewed?

No, to protect customers Agoda’s systems do not currently support the sharing of the CVV/CVC number of the guest’s payment card.

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

You need to have a YCS SMS number set up for your account. You can contact us for assistance.

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

If you do not accept the initial payment card of the guest, you can request a new one through the YCS extranet. We also recommend you message the guest to let them know which cards you accept.

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

No, 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 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 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/email?

No, you should only exchange credit card details through the secure link used by this 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.

8. I am getting a “No MORP booking” error message when I try to view the credit card.

This error can be caused by the following reasons:

You do not have permission to view the credit card.
There is a technical issue in the webserver so that the session object is deleted. Try to search for the booking again, and expand the booking panel and then click on View guest credit card details.