Payments from OTAs: Managing guest expectations

If you’ve ever had a guest ask, “But I thought I’d already paid on Booking.com?”, you’ve felt the gap between how different platforms set payment expectations. Payments from online travel agencies (OTAs) can be confusing because many of them collect card details without charging the guest upfront. Your direct website might require a deposit at checkout, while an OTA might only pre-authorise the card or pass details for you to charge later. The result is a guest who arrives thinking one thing, while your policy says another.

Clarifying these expectations matters. A guest who books via Booking.com might expect a flexible, pay-at-the-property experience. Someone who books on your website could expect an immediate deposit and stricter refund timelines. If the experience doesn’t match what they thought they agreed to, you risk awkward conversations, negative reviews, and even no-shows.

Why this matters for your property

Different channels shape guest behaviour long before they reach your front desk. Your payment rules might be consistent, but the way they’re displayed and enforced varies by source. Misaligned expectations can lead to confusion around when payment is due, who charges the card, and how refunds are handled. A smooth stay starts with a smooth payment journey. Aligning your messaging across channels reduces friction, speeds up check-in, and protects your cash flow.

How payment expectations differ by booking source

Guests don’t always read the fine print. They rely on the booking flow to understand what happens next. Here’s how the experience often feels to them, and where it can diverge from your process:

• Booking.com: Many listings operate on a “book now, pay later at the property” model unless you’ve set up payments by Booking.com or virtual cards. Guests frequently believe they have a confirmed booking without paying anything upfront. They may also assume flexible cancellation unless clearly stated. If you require a deposit, you’ll need to communicate that early and charge the card details provided in line with your policy.

• Airbnb: Guests are used to paying Airbnb at the time of booking. Refunds and cancellations are governed by the host’s Airbnb policy. This usually creates strong prepayment expectations and fewer arrival-day payment surprises, but guests may expect Airbnb-level support and timelines for any refunds.

• Expedia and affiliates: Depending on your setup, Expedia may act as the merchant of record (you receive a virtual card) or pass guest card details for you to charge. Guests can be unclear on which model applies, so pre-arrival messages that explain “we’ll charge you on X date” help.

• Lekkeslaap: Guests booking through Lekkeslaap often expect to pay in rand, familiar payment methods, and platform-managed refunds. Spell out who charges what, when EFTs clear, and who issues the invoice, and you’ll align expectations before they arrive.

• Direct website: You set the rules. If you use NightsBridge booking engine, you can preset it to ask for a deposit or full payment. It can also request the remainder to be paid based on the stay date. Guests typically understand they have already paid you, not the platform. The friction comes when the direct policy is stricter than your OTA setup, or when wording differs across pages.

These variations mean a guest can arrive assuming their card was charged when it was only stored, or expect a quick OTA-led refund when your property must process it. In short, different platforms create different guest expectations around payments—and it shows up at check-in.

Common pain points we see

A few patterns tend to cause the most noise.

1. First, authorisation versus charge: an OTA may pre-authorise to check funds but release it if you don’t convert to a charge, and guests treat that as “paid.”
2. Second, “pay at property” confusion: guests are surprised by deposits requested after booking, even if your policy allows it.
3. Third, partial versus full refunds: timelines and who initiates the refund can vary by channel and bank, causing delays and frustration.
4. Finally, mismatched language: your OTA listing says “card required to secure booking,” while your website says “50% deposit due immediately,” leading to “why is it different?” questions.

A short guide to payment expectations by channel

In practical terms, guests generally expect to pay Airbnb upfront, Booking.com in full online or at the property unless told otherwise, Expedia either way, and your direct website exactly as presented at checkout. The gap happens when your operational reality (deposits for peak dates, non-refundable rates, or pre-arrival card validation) doesn’t mirror what the guest believes from the channel communication flow. That’s why clear, consistent messaging is your best friend.

Tips to align your payment process across channels

1. Start with one source of truth. Decide on your payment policy by rate type and season—what’s due when, how refunds work, and what happens on no-shows. Then map that policy into each OTA payments settings and text. Use the same deposit percentages, cut-off times, and refund wording wherever possible. Where platforms force different wording, add a pre-arrival message to close the gap.
2. Confirm “who charges what, and when” in your pre-arrival communications. A short, friendly line goes far: “Because you booked via Booking.com, your card was used to guarantee the booking. We’ll process the 50% deposit on [date]. The balance is due at check-in.” For Airbnb-style prepayment, confirm that payment is complete, but explain incidentals or security pre-auth if relevant.
3. Name non-refundable rates plainly. If a discounted OTA rate is non-refundable, say it clearly in the rate name and description. Reinforce it in the confirmation email. For flexible rates, set specific cut-off times and use local time to avoid confusion.
4. Handle declines and verifications proactively. If an OTA passes card details that decline, contact the guest promptly and follow the OTA’s procedures to request updated details or cancel. Guests appreciate decisive communication, especially if arrival is near.
5. Keep refunds consistent and documented. If you initiate refunds from your property, tell the guest when it was processed and the expected bank timeline. If the OTA controls the refund, tell the guest to expect it from them and provide any reference available. Consistency builds trust.
6. Align your website with OTA policies for the same rate types. If your direct “Standard Flexible” is 30% deposit and free cancellation until 7 days, mirror that on OTAs where possible. Use “Direct Exclusive” benefits—like earlier check-in or a small perk—rather than looser payment rules, to encourage booking direct without creating policy conflicts.
7. Educate at check-in, not just online. A quick, welcoming reminder can clear the air: “I see you booked on Expedia with pay-at-property—today we’ll settle the remaining balance and put a small hold for incidentals.” Friendly, matter-of-fact explanations prevent awkwardness.
8. Track disputes and reviews tied to payments from OTAs. If you notice repeat issues from a specific channel—like guests thinking breakfast was included with a prepaid rate—adjust the listing text and pre-arrival message for that channel first.

The bottom line

Payments from OTAs don’t have to be a source of friction. Different platforms create different guest expectations around payments, but you can bridge the gap with consistent policies, clear wording, and timely pre-arrival messages. When guests know exactly what will be charged, when, and by whom, check-in is smoother, cash flow is steadier, and reviews are kinder.