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      How to Report a Payment Issue for a Hostelworld Booking

      If your property requires prepayment and a guest fails to prepay or doesn't pay for a non-refundable booking on time, you can report the issue through the Hostelworld Inbox.

      ⚠️ Important: To be able to charge before check-in, your property’s terms and conditions must be available to the guest at the time of booking.


      📌 Make sure all conditions are clear and consistent on your profile (including deadlines and payment methods), translated into all the languages you use.

      Step by Step

      1. Access the specific booking on Hostelworld.

      2. Click “Report Payment Issue”.

      3. The guest will automatically receive an email requesting that they complete the payment.

      4. If the guest does not respond or make the payment within 24 hours, you can request the cancellation of the booking through Hostelworld support.

      Important Notes

      • Always clearly describe, in all languages, the payment rules and deadlines on your profile.

      • Use the “Report Payment Issue” option only when the deadline defined in your policy has expired.

      ✅ Tip: Keeping your policies clear and up-to-date helps prevent issues and ensures a better experience for your guests.