Understanding Booking.com payment methods, including Channel Collect vs Hotel Collect, helps managers running larger portfolios charge guests correctly and protect cash flow. Every week, support tickets raise the same urgent questions: How do I charge the guest? Where can I find the card details? Why is the CVC missing? When payment workflows are unclear, cash flow slows, and teams spend their time chasing guests instead of growing revenue.
- If the reservation says “Payment handled by Booking.com” → Channel Collect (you’ll charge a VCC).
- If it says “Guest pays at property” → Hotel Collect (you charge the guest card).
- Don’t charge blindly—confirm the model first, then follow the matching workflow.
Table of Contents
Channel Collect vs Hotel Collect (Quick answer)
What is Channel Collect on Booking.com?
With Channel Collect, Booking.com takes the guest’s payment upfront and then sends you the funds later via a Virtual Credit Card (VCC). This method is best suited for property managers who prioritise stronger fraud protection, smoother international bookings, and reduced manual administration. The main trade-off is that payment reaches you later, which can impact short-term cash flow.
What is Hotel Collect on Booking.com?
With Hotel Collect, you charge the guest directly using the card details provided. This approach is best suited for property managers who want greater control over deposits, faster cash flow, and more flexible payment policies. The trade-off is that you are fully responsible for managing fraud and handling any chargebacks.
What is a Booking.com VCC (Virtual Credit Card)?
A Virtual Credit Card (VCC) is a temporary card issued by Booking.com specifically for Channel Collect bookings. It comes with a fixed balance, an activation date, an expiry date, and single-use restrictions. Proper Virtual Credit Card (VCC) processing ensures that payments are authorised, secure, and collected without declines.
How to tell if your booking is Channel Collect or Hotel Collect (in 30 seconds)
This guide helps you understand Channel Collect vs Hotel Collect to ensure correct charging and cash flow management. Before charging a guest, follow this quick check. First, review the reservation payment line: if it says “Payment handled by Booking.com”, it’s Channel Collect; if it says “Guest pays at property”, it’s Hotel Collect. Next, look for a Virtual Credit Card (VCC): if a VCC is displayed, the payout is Channel Collect; if the guest’s card is shown, it’s Hotel Collect. Finally, consider the booking policy—non-refundable bookings are usually Channel Collect, while flexible pay-later bookings are often Hotel Collect. If there’s any doubt, never charge blindly; always confirm the model in the reservation.
For more on how this fits into your overall payment strategy, check out Zeevou’s guide: Property Management Payment Processing for Vacation Rentals.
When can you charge a Booking.com VCC (and why it declines)?
Proper Virtual Credit Card (VCC) processing helps prevent declined payments. A VCC can only be charged after its activation date, which is typically on the check-in date, the cancellation deadline, or one day before arrival—charging earlier will result in a decline. VCCs also have a short expiry window, so you must charge before it expires or request a new card. Common VCC failures include:
- Declined because too early → check activation date
- Wrong currency → charge in booking currency
- Over balance → split payment / verify amount
- Expired → request new VCC / follow channel instructions
- Offline terminal → use compatible gateway/online terminal
Always check the reservation notes carefully before attempting a charge.
Where do I find guest card details in the Booking.com extranet?
For Hotel Collect bookings, card details can be found by opening the reservation in the extranet and checking under Guest payment details. Here, you’ll typically see the card type, expiry date, and billing address. However, sometimes Booking.com extranet credit card details appear incomplete. This is intentional, as certain information is masked for security and compliance reasons.
Why is the CVC missing (and why are card details masked)?
Property managers often worry when card details are hidden. This incomplete Booking.com extranet credit card details usually occur for several valid reasons:
- PCI Compliance Rules: Payment data must follow standards set by the PCI Security Standards Council, so sensitive information is masked to protect guests. This can include hidden CVCs, limited viewing hours, or partially obscured card numbers—this is normal.
- Secure Wallet Payments: Guests using Apple Pay, Google Pay, or similar digital wallets never share full card details.
- Fraud Protection: Booking.com may restrict card information if a reservation appears high-risk.
- Invalid Cards: Some guests enter fake cards for flexible bookings, so payment verification before arrival is essential.
What Limits Apply to Card Details
There are several limits on the card details you can access, designed to protect both guests and hosts. Typically, the CVC is not displayed, details are only visible for a short period, and full card numbers cannot be downloaded. In some countries, regulations require pre-authorisation rather than immediate charging. These restrictions ensure compliance with payment security standards while keeping sensitive information safe.
What To Do When You Can’t Access Full Details
If full card details aren’t available, it’s crucial to stay compliant and avoid risky practices—never ask guests to share card information via email or other unsecured channels. Instead, use safe, authorised methods to collect payment. Most PMS platforms, for example, allow you to:
- Send a Secure Payment Link: Request payment through a secure system. Zeevou’s automation engine automatically triggers payment links for Hotel Collect bookings, removing the need for staff to hunt for masked CVC codes.
- Ask the Guest to Update Their Card: Message the guest via Booking.com, explaining politely and clearly why an updated card is needed.
- Request a Deposit: Adjust your booking policies to collect deposits upfront. This reduces the risk of fake or invalid cards.
- Use Pre-authorisation: Hold funds on the guest’s card before arrival and release them after check-out if there are no issues.
These approaches protect sensitive data, maintain PCI compliance, and ensure payments are collected without disrupting the guest experience.
Channel Collect vs Hotel Collect: which is better for cash flow and fraud risk?
Choosing between Channel Collect and Hotel Collect depends on your priorities—fraud protection, cash flow, and control. Each model has advantages and trade-offs, and most large property managers use both strategically to balance risk and efficiency.
| Feature | Channel Collect | Hotel Collect |
| Fraud risk | Lower | Higher |
| Cash flow | Slower | Faster |
| Admin work | Lower | Higher |
| Control | Lower | Higher |
| Chargebacks | OTA handles | You handle |
Final Takeaway
Booking.com payment methods fall into two models: Channel Collect and Hotel Collect. Channel Collect pays hosts via a Virtual Credit Card (VCC), which comes with activation and expiry limits. Hotel Collect requires hosts to charge guest cards directly, often with masked details due to PCI compliance rules. When card details are missing, use secure payment links or policy adjustments rather than risky methods.
Clear, structured payment workflows help reduce disputes, improve cash flow, and enable large property managers to scale confidently.
Frequently Asked Questions
Why is the CVC missing?
Booking.com hides the CVC for security and PCI compliance. It’s normal not to see it, even for Hotel Collect bookings.
Can I charge the guest before arrival?
Only if the booking policy allows it and the card or Virtual Credit Card (VCC) is valid and active. Charging outside these rules may cause declines.
What should I do if a VCC declines?
Check the activation date, expiry date, currency, and ensure the charge does not exceed the card balance. Also review any notes in the reservation for special instructions.
Can I request a bank transfer instead of a card payment?
Yes, but always communicate through Booking.com messages to keep the transaction secure and compliant.
What if guest card details are incomplete or masked?
Use safe, authorised alternatives such as secure payment links, updated card requests, deposits, or pre-authorisation to collect funds without violating PCI rules.
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