How do you manage guest billing for online bookings?

1 Verify the booking details

The first step in managing guest billing for online bookings is to verify the booking details and confirm them with the guest. This includes checking the reservation number, the guest name, the arrival and departure dates, the room type and rate, the number of guests, and any special requests or preferences. You should also verify the payment method and status, whether it is pre-paid, pay at the hotel, or pay later. If there are any discrepancies or errors, you should contact the OTA or the payment provider to resolve them before the guest arrives.

2 Collect the payment or authorization

The next step is to collect the payment or authorization from the guest according to the booking terms and conditions. Depending on the payment method and status, you may need to charge the guest's credit card, process a cash payment, or obtain a credit card authorization for the amount of the stay plus any incidental charges. You should always provide the guest with a clear and accurate invoice or receipt that shows the breakdown of the charges, taxes, and fees. You should also inform the guest of any deposit or cancellation policies and how they can request a refund if applicable.

3 Update the billing records

The third step is to update the billing records and ensure that they are consistent with the OTA and the payment provider. This means that you should record the payment or authorization details, the invoice or receipt number, and any adjustments or transactions that affect the guest's balance. You should also reconcile the payments and authorizations with the OTA and the payment provider on a regular basis and report any discrepancies or issues. This will help you avoid double-charging, under-charging, or over-charging the guest and prevent disputes or chargebacks.

4 Handle additional charges or changes

The fourth step is to handle any additional charges or changes that may occur during the guest's stay or after departure. This includes adding or removing items or services, extending or shortening the stay, upgrading or downgrading the room, or applying any discounts or promotions. You should always inform the guest of any changes or charges and obtain their consent before making them. You should also update the invoice or receipt and the billing records accordingly and communicate them to the OTA and the payment provider if necessary.

5 Process the check-out and final payment

The final step is to process the check-out and final payment for the guest. This involves reviewing the invoice or receipt with the guest and ensuring that they are satisfied with the charges and services. You should also ask the guest if they want to use the same payment method or change it and process the payment accordingly. You should then release any credit card authorization or refund any deposit that is due to the guest. You should also thank the guest for their stay and invite them to share their feedback or return in the future.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?