If you are using online credit card payments (OLP), or if you have received a payment via Bookabach Voucher, then the funds are held in our commercial Trust account until the stay has Completed. Please bear in mind that many travellers book and pay well in advance of their stay - but their payment will sit in our Trust account until the day after they check out. This protects both the traveller and you. It’s a standard practice used by professional property managers.
You have full visibility of funds held in the commercial Trust. See Payments > Trust Account.
If a payment is locked - unable to be drawn down - you’ll see a locked symbol. Click the question mark next to it to show the reason why the payment is locked.
Drawdown payments are locked on listings less than 30 days old and with no feedback. We do this to prevent credit card/payment fraud on our website. If you are a new customer, have had a short lead-time booking and need these funds released sooner than 30 days, then please contact Customer Service. They have the authority to review your booking and unlock the drawdown. Click here to put in a support request
After you have received your first drawdown payment, all future drawdown payments will automatically unlock 24 working hours after the stay has Completed. We run a payment batch every working day but you may need to allow up to two business days for the money to appear in your account, depending on your own bank.
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