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Understanding How Payments Work on Hostelworld

On Hostelworld, the payment process takes place in two steps:

  1. At the time of booking:
    The guest pays a percentage to secure their booking. This payment is retained by Hostelworld as a service fee/ commission.

  2. At check-in or according to your property’s policy and rate chosen:
    The remaining balance must be paid directly to the property, following the terms and conditions set in your profile.

1. How the remaining balance is charged

You can choose between two ways to collect the remaining payment:

Option 1 – Payment at check-in

The guest pays the balance only upon arrival at the property.

💡 Important recommendation:
We strongly suggest collecting the payment at the time of check-in to avoid any issues or inability to charge later.

Option 2 – Advance payment

You set a deadline and provide a payment method.
Examples of accepted methods:

  • Manual card charge
  • Paynow – automatic charging for NRR only
  • Payment link (PayPal, etc.)

📌 Note:
The PayNow feature is only available in certain countries and for Non-Refundable rates ONLY.

⚠️ Important:
If you choose to request advance payment, this rule must be clearly stated in your profile policies, in all languages.

 

2. Example policies to include in your profile

Here are examples of Advance Payment or Non-Refundable Policy conditions that must be clearly stated in your profile, according to your own rules:

  • After the booking is confirmed, advance payment will be required.
  • The payment amount may be 100% of the total or X% of the remaining balance.
  • Payment must be made immediately after confirmation or within 24h / 48h / X days.
  • The guest must contact the property to arrange payment. (optional)
  • The property will contact the guest to arrange payment. (optional)
  • Payment can be made via: manual card charge, CVV request, payment link (PayPal, etc.).
  • If payment is not completed within the set timeframe, the booking will be canceled.
  • The remaining balance (if partial payment was made) must be paid at check-in. (optional)
  • The amount paid in advance is non-refundable in case of cancellation or no-show.

3. What to do if the guest does not pay

If the guest does not make the advance payment according to your policy:

  • Report a payment issue via your Hostelworld Inbox.
  • After waiting the required period, you can cancel the booking.
    Learn how to do it here.

✅ Tip: Keep your policies clear and up to date, and translated in all languages you have translations for - to avoid misunderstandings and ensure a great guest experience.