Bookings:
All bookings via Booking.com are instant bookings.
The booking will be sent across to Felix from Booking.com and the credit card will automatically be sent to Stripe.
If check-in is 30 days away or less, then full payment will be processed automatically. If check-in is more than 30 days away, a 50% payment will be processed, and a pending balance payment will be added and will automatically be processed 30 days before check-in.
If the credit card is rejected by Stripe, then the card will automatically be marked as invalid at Booking.com. If you are unable to process payment after 24 hours (or quicker for last minute bookings), then you can ‘Request Booking.com to Cancel Booking’ via the same tab, or you can log onto the Booking.com extranet and cancel the booking immediately.
Please note, many Booking.com guests pay booking.com directly, and in such instances you will receive a virtual credit card from Booking.com. Currently, all virtual cards are only available for processing the day after check-in, but usually they can be processed according to your terms and conditions (i.e. 30 days before check-in). Virtual credit cards will be processed automatically as per the relevant policy by Felix. Because Felix can currently only store one credit card per booking, if you need to charge any extras for such guests, you won’t be able to do this inside Felix from a different card until after the virtual card has been processed. At that point, you can send an email with a link for payment via a different card. Alternatively, if you do require payment upfront, you can collect credit card details, enter the payment manually in Stripe, and then add the payment manually into Felix.
The guest will receive the following automated emails:
- Duve Guest Portal email
- Security deposit and terms and conditions email
The booking will be sent to Duve.
The guest will receive a confirmation email from Duve straight away.
According to your settings, a pre-check-in email will also be sent straight away if check-in is within the specified timeframe.
The booking will be sent to Operto Teams and a check-out clean will be created and auto-assigned according to task assignment rules. Any other task rules you have set up in Operto Teams will also be instigated automatically.
If payments are being made by credit card, you will receive notification from Stripe when payment has been made.
You can also check your ‘Financials’ dashboard to keep track of deposit payments.
The guest will receive any other auto communication set-up in Duve, including their instructions for check-in automatically once they have completed pre-check-in.
All communication with guest should happen via the Duve Communication Hub.
Guests will receive pre-check-out via Duve the day before check-out, including a review request.
Security Deposit:
Guests will be required to pay the security deposit via Duve during the pre-check-in process.
The funds will be held until 3 days after check-out. If you need to charge for damage, you need to do so via Duve and follow the instructions.
Please note, there is a fee of 1% of the security deposit for using the Duve security deposit withholding function (or 2% for security deposits of $150 or less).
Please see here for more information.
Extra Charges:
Extra charges can be added to the booking and charged to the guest as if it were a direct booking (with no extra commission charged by Booking.com), assuming you haven’t been provided with a virtual credit card by Booking.com (in which case you won’t be able to process additional charges from inside Felix from a different card until after the virtual card has been processed. At that point, you can send an email with a link for payment via a different card).
Commissions:
You will be invoiced by Booking.com at the beginning of the month for all bookings which checked out in the previous month.
Cancellations:
Cancellations are as per your standard policy – no refund of any payments made, but no further payments to be made after cancellation.
If you need to cancel the booking and you haven’t marked the card as invalid, then you need to contact Booking.com on (02) 8228 1536 stating the booking.com hotel ID and reservation number and explain why you need to cancel the booking. Booking.com will tell you that they can find an alternative similar listing for the guest, but you will be liable for paying any difference in price, which they may invoice you for.