Hotel Link Pay General FAQs

If you're new to the product, start with How Hotel Link Pay works. For step-by-step guides, see the Hotel Link Pay help section. Can't find what you're looking for? Submit a support ticket and our team will get back to you.

Does Hotel Link Pay work for OTA bookings?
Yes. You can add card details, charge cards, create pre-authorisations, send card requests, and schedule payments against any booking in the extranet, including bookings received from OTAs such as Booking.com and Expedia

Is Hotel Link Pay PCI compliant?
Yes. Hotel Link Pay is Level 1 PCI compliant - the highest global standard. Card details are stored securely by the platform; your staff never need to write down or store card information manually.

Does Hotel Link Pay reduce chargeback risk?
Yes. The optional 3D Secure feature shifts chargeback liability for fraud-related disputes away from your property when authentication is completed successfully. Using pre-authorisations at check-in also provides documented evidence that the guest's card was valid at the time of the stay.

How do I respond to a chargeback?
You will need to supply evidence to the issuing bank demonstrating the guest received the booked accommodation - for example, booking confirmation records, check-in logs, and communication history. Hotel Link Pay stores transaction records within the booking, which can be used as supporting evidence. Contact Hotel Link support as soon as you receive a chargeback notice.

Can I increase the amount of an existing pre-authorisation?
No. You cannot increase a pre-auth once it has been created. To hold a higher amount, suspend the existing pre-auth and create a new one with the correct amount.

The pre-authorisation has expired. What happens?
Pre-authorisations expire 7 days after creation. An expired pre-auth cannot be charged - the held funds are released back to the guest automatically. If you still need to collect payment, add a new pre-auth or charge the card directly.

Can I charge a card in a different currency to my Booking Engine currency?
Yes. When you initiate a charge, you can select the card charge currency. If it differs from your Booking Engine currency, the system converts the amount automatically before processing.

A card charge is failing. What should I do?
Card charges can fail for several reasons: insufficient funds, an expired card, or the card being blocked by the issuing bank for an international transaction. Try the following steps:
• Verify the card details are entered correctly (card number, expiry, CVV).
• Use the Request card details feature to ask the guest to provide a new card.
• Ask the guest to contact their bank to authorise the transaction.

When will my funds be paid out?
Payout timing depends on the schedule you configured during activation. You can review or update your payout preferences in the Hotel Link Pay settings under Booking Engine > Hotel Link Pay.

Is there a minimum or maximum amount I can charge?
No. Hotel Link Pay does not impose a minimum or maximum transaction amount. You can charge any amount that corresponds to the guest’s booking or incidental expenses.

Can I use Hotel Link Pay without the Hotel Link Booking Engine?
No. Hotel Link Pay is embedded within the Hotel Link platform and cannot be used as a standalone payment gateway. You must be an active Hotel Link customer to access it.

Can I charge a card more than once on the same booking?
Yes. You can initiate multiple charges against the same card on a single booking - for example, a deposit at booking time and the remaining balance at check-in. Each transaction is recorded separately in the Payments section.

Does Hotel Link Pay notify guests when their card is charged?
When scheduling a payment or adding a pre-authorisation, you can choose whether to send the guest a transaction email. For manual charges, the guest will see the charge on their bank statement. If you need to send a payment confirmation separately, this can be done via the booking’s guest email options.

What happens to a guest’s stored card details when a booking is cancelled?
Card details are retained on the booking record until the data retention period expires, in line with PCI DSS requirements. Staff cannot retrieve the full card number at any point.

Can I store a card on file without charging it immediately?
Yes. Adding a card to a reservation stores it securely without processing any charge. You can then charge it at any point before, during, or after the stay - or set up a scheduled payment for a future date.

Does Hotel Link Pay support recurring or automatic payments?
Hotel Link Pay supports scheduled payments, which allow you to set a charge to run automatically at a specific date and time. For direct bookings from your website or Booking Widget, you can also configure automatic settlement rules under Booking Engine > Payment Methods so that payment is collected at the time of booking without any manual steps.