Hotel Link Pay General FAQs

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.

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.

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. For more details, click here.

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. For more details, click here.

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. For more details, click here.

Pre-authorizations 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. For more details, click here.

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.

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.

For more troubleshooting and frequent cases, read this article.

Payout timing depends on the schedule you selected during the onboarding process. When filling out the onboarding form in Hotel Link, you can choose your preferred payout schedule. However, once onboarding is complete, this setting cannot be changed. You can only view your payout information under Booking Engine > Hotel Link Pay.

The payout schedule cannot be edited directly in Hotel Link Extranet. To make a change, please send a request to the Hotel Link Global Support team (support@hotellinksolutions.com).

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.

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.

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.

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.

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.

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.

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.

KYC verification typically takes a few business days once all required documents are submitted. You'll need to provide company registration documents and identification for any owner holding 25% or more of the business. You can start transacting immediately after activation — payouts begin once your KYC verification is complete.

Hotel Link Pay charges a single transaction percentage with no monthly fees, setup fees, bonds, or term deposits. Contact your account manager for your property's specific rate.

Refunds can be issued directly from the booking's Payments section, either as a full or partial amount against any completed charge. Refunds are sent back to the original card used and typically appear on the guest's statement within 3–5 business days, depending on their card issuer. For more details, click here.

If a chargeback is resolved in the guest's favor, the disputed amount is deducted from your next scheduled payout. You'll see this reflected in your Payment Reports with a reference to the original transaction. For more details, click here.

Each property is set up with its own Hotel Link Pay account and KYC verification, since payouts and settlement are tied to each property's own bank account. If you manage multiple properties, each one will need to complete onboarding separately.

Hotel Link Pay supports all major card networks, including Visa and Mastercard. Coverage of additional networks (e.g. Amex, JCB) may vary by region — check with your account manager for availability in your market. For more details, click here.

No. Hotel Link Pay does not currently support debit cards in Brazil. Only credit cards are accepted for payment processing.

Check whether the guest attempted to pay with a debit card. If so, advise them to use a credit card instead. For other failed transaction cases, please refer to this article for troubleshooting and common cases.