The guest's card is showing as invalid – what should I do?

If the guest’s card is showing as invalid, here’s what you should do:

1. Open the "Reservations" tab on the Extranet and click the appropriate guest name or reference number.

2. Select "Mark credit card as invalid" on the right-hand side of the page (under "Update this reservation") and enter the last four digits of the customer’s credit card. 

3. If the credit card was marked as invalid before the guest canceled, the guest will automatically receive an email requesting new card details within 36 hours.

You’ll get an email when the guest updates their details, but if you don’t receive these within 36 hours, you can cancel the booking on the "Reservations Details" page.

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Can't find what you're looking for?

You can easily find the information you need by sending us a message via your Extranet inbox. We'll receive it immediately and aim to respond within 24 hours. For immediate assistance, you can call us on any of the phone numbers that you'll find listed in your inbox.