In Aloha, when a reservation is received, you can view basic guest information, such as the payment method and contact information. Much of the guest's data arrives encrypted — for example, their email appears as @guest.booking.com, so you won’t receive their direct email. However, accessing a guest’s credit card details requires following specific steps through Booking’s extranet or the Pulse app.
Here’s a guide on how to access this information and the associated security requirements.
Steps to View a Guest’s Credit Card Details in the Booking Extranet:
Log into the Booking extranet using your credentials.
Go to the Reservations section.
Select the specific reservation by clicking on the guest’s name or the reservation number.
Click on View credit card details.
Re-enter your username and password to confirm access.
Important: Credit card details are available only a maximum of three times and up to 10 days after the reservation’s cancellation or the guest’s check-out. Additionally, the CVC code is visible only once.
Steps to View Credit Card Details in the Pulse App:
Open the Pulse app on your mobile device.
Go to the Reservations or Home tab and select the reservation in question.
In the Payment - Credit Card section, select View credit card details.
Re-enter your username and password to access the payment information.
Issues Accessing Credit Card Details?
If you cannot access a guest’s credit card details, it could be due to several reasons:
Pending Verification: If you are a new Booking user, your property may still need to be verified.
Browser Compatibility: Ensure you’re using an up-to-date and secure browser.
Access Rights: Verify that you have the necessary admin permissions in the extranet or Pulse.
New Devices: Access from new devices may require 5 to 7 days before allowing sensitive data to be viewed.
Security Precautions:
Do not take screenshots or write down guests’ credit card information to protect their privacy.
If you need access to the CVC code again, contact Booking support, as this information is only visible once.
Please remember that access to this information is restricted and should only be used under the agreed reservation conditions. This ensures both guest security and compliance with Booking and Aloha standards.
Accessing a guest’s credit card details is possible through Booking’s extranet or the Pulse app. Follow the steps and be sure to meet all security requirements to properly manage charges on your reservations.