What should I do if I can't accommodate a Property Collect booking?

To help secure payment for your Property Collect with credit card guarantee bookings, we are providing you with a set of features to validate the guest’s payment card.

These features are available on the booking summary page in the YCS Extranet (Bookings> View Bookings). Availability of the actions you can take is based on a specific sequence and the time until check-in.

All Property Collect bookings are confirmed by default. There are, however, scenarios where cancellation is made possible to you based on the guest’s credit card verification status

Cancel if the guest’s credit card is invalid

In case the guest fails to provide a new credit card within 48 hours of the request, or the new credit card provided is also invalid, the action to cancel the booking will be made available. Clicking ‘Request to cancel booking’ (1) will trigger a cancellation email to both you and the guest.

This action is available up to 24 hours before check-in.

The system is going to generate an automatic notification email to the customer when a booking has been canceled.

Cancel if the guest did not show up

In case the guest does not show up at your hotels to check in, the action to mark the booking as a no-show will be made available. Clicking ‘Mark booking as no-show’ (2) will cancel the booking and trigger a cancellation email to both you and the guest.

This action will be available from midnight on the check-in day up to 72 hours.

If you failed to report a No-show within 72 hours, the function will be grayed out and you must contact Agoda’s Customer Service to report the no-show via biz@agoda.com.

How do I collect the cancellation fee?

You or Agoda will be responsible for collecting the cancellation fee depending on the actions you have taken on the guest’s credit card verification.

If you have not viewed the guest’s credit card at all

In case you have not used the action to view the guest’s credit card, Agoda will attempt to collect the cancellation fee on your behalf. Canceling the booking or marking it as a no-show will automatically trigger a charge attempt on the credit card, and an email to you with the outcome. If the charge is successful, the amount will be added to Finance tabs.

If you have viewed the guest’s credit card at least one time

In case you have used the action to view the guest’s credit card, you will be responsible for collecting any fees upon canceling the booking or marking it as a no-show. You will be able to get in touch with the guest via phone (3) or email (4) through the YCS Bookings page

Frequently Asked Questions

When can I request to cancel a booking?

You can cancel a booking if the guest’s credit card is invalid or if the guest did not provide an alternative payment card. This action is available up to 24 hours before check-in.

Can I reinstate a canceled booking?

No, you cannot reinstate the booking after cancellation.

What happens to the cancellation fee if I cancel a booking?

If you have not viewed the guest’s credit card before canceling, Agoda will attempt to collect any fees on the booking. In case you have used the action to view the card details, you will be responsible for collecting any fees.

Will Agoda charge commission on canceled bookings?

No, once a Property Collect booking is canceled, the commission will be removed from Finance tab.

What should I do if I can’t accommodate a Property Collect booking?

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