Prepaid stays vs pay at hotel stays: what does it mean?
TravelPerk is committed to prepaying for all stays. We use different payment methods depending on our provider’s requirements. This means that some properties will wait until check-in to charge for the stay (pay at hotel stays) while others require payment at the time of booking (prepaid hotels).
Paying for pay-at-hotel stays
If the hotel expects payment at check-in, TravelPerk will send you a temporary virtual credit card via email in order to complete the payment. The hotel can use the card details included in the pdf to charge the card for the reservation. Additional expenses like incidentals and the room deposit are not covered at the moment
I was asked to pay at the hotel. What should I do?
- If the hotel asks you to pay at check-in, please check your emails for an email with the subject "Actions required for your stay at ------".
- There is a virtual credit card attached to this email (see image above). Show this virtual credit card to the hotel and they will take payment from there.
- If you have any issues at all please call TravelPerk’s Customer Care team before paying yourself, and they will contact the hotel directly to solve the payment issue.
The hotel rejected the virtual credit card. What should I do?
Please make sure that the hotel has not included any additional expenses (incidentals, deposit) when charging the card.
If the hotel has rejected your card, please notify Customer Care and we’ll manage the payment directly with the hotel.
TravelPerk will contact the hotel to understand why this has happened and to avoid this situation in the future.
My personal card was already charged. What should I do?
If the hotel has already charged your personal card, please contact our customer care team and send them a copy of the payment receipt. We will reach out to the hotel to ensure that your company was not double charged.
Do I always have to receive a virtual credit card to pay for accommodation booked with TravelPerk?
As we aim to offer the best-in-class inventory for accommodation, we rely on a range of providers, some include prepaid and others include pay-at-hotel stays. This is why depending on the type of accommodation you have booked, you may not always have to use a virtual credit card to pay for your stay. You will always receive an email 48 hours in advance of your arrival with clear check-in instructions.
Customer care is always available, in case you need further help. To contact Customer Care:
Call us on +34 675 699 167