What is Little Hotelier Pay?
Little Hotelier Pay is our fully integrated, secure, payment solution for small properties. Process payments, manage transactions and payouts, send payment requests and set up automated payments – all in a single place. Get real-time insights and simplify any reconciliation and record-keeping processes.
How much does it cost?
No setup or monthly fees
Transaction fees vary based on your country, card network (Visa, Mastercard, etc.) and card type (domestic, international, premium)
American Express, China Pay union, Discover & Diners Club, Japan Credit Bureau (JCB), Virtual Credit Cards, Commercial Cards may incur higher fees
All refunds fees are returned
Fees are outlined in the activation form
Getting started
How do I activate Little Hotelier Pay?
Admin users can follow the steps below:
Navigate to Payments
Click Get started
Follow the on-screen instructions
We may review your property's details before activation. You'll receive email approval within one business day.
How do I process a payment?
Once you have activated Little Hotelier Pay, you can now process payments for reservations.
Navigate to Calendar or Reservations
Find and open reservation
Click Process Payment
Enter payment amount (or tick Deposit for deposit payments)
Enter card details (or use saved details if available)
Click Process
What payment methods are accepted?
Major credit cards: Visa, MasterCard, American Express (not available in Malaysia)
Region specific cards: JCB, Union Pay, Discover, Diners Card
Virtual credit cards (VCCs) from online travel agents (OTAs)
Digital wallets (for booking engine deposits): Apple Pay, Google Pay
iDEAL (Europe only)
What currencies are accepted?
Payments are accepted in your property’s local currency.
What types of payments can I process?
Stored payment details: Process payments using card information provided by OTA’s
New payment methods: Enter card details directly into reservations
Payment requests: Send secure payment links to guests
Non-reservation payments: Process through the Virtual terminal
Account
How do I update my bank account details?
To update bank account details or request to change payouts from daily to monthly, email our support team with:
Registered legal business name
Current bank account number
Reason for update
New bank account details
Any relevant additional information
What permissions do general users have?
General users can process payments and view credit card details.
Payments and refunds
How long does it take to receive my payout?
Payouts occur daily, processing times vary by region:
Australia & New Zealand: 2 business days
Most countries: 3 business days (Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Mexico, Netherlands, Portugal, Slovakia, Slovenia, Spain, UK)
Malaysia: 5 business days
Hong Kong & Singapore: 7 calendar days
Note: Please allow additional time for your first payout as we verify your payment details.
How do I process a refund?
For reservations:
Open the reservation in Calendar or Reservations
Click Payments tab
Select Process Refund
Confirm amount
For virtual terminal:
Navigate to Payments > Transactions
Click the transaction
Click Refund
Confirm amount
Note: Refunds must be issued within 90 days of processing the payment.
What is a chargeback?
A chargeback occurs when a cardholder disputes a payment with their bank or card issuer. The card issuer then processes a refund to reverse the payment.
If a chargeback is initiated:
The disputed amount will be immediately withdrawn from your Little Hotelier Pay account balance
This happens automatically when the cardholder’s bank processes the dispute
Chargebacks differ from standard refunds as they are initiated by the cardholder’s bank, not by your property.
Other features
What is auto top up?
When enabled, auto top up automatically transfers funds from your bank account when your balance reaches zero, ensuring you can continue processing refunds.
What is a payment request?
A secure payment link sent to guests, allowing them to make payment using their preferred card through a secure webpage.
How can I access monthly invoices?
Navigate to Payments > Invoices
Click Generate
Invoices will be sent to your registered email address
Note: Invoices for the previous month’s activity are available from the third business day of each month.
Security and compliance
How long are card details stored for?
Card details must be processed within seven days after checkout, after which they’re automatically deleted to adhere to PCI DSS requirements.
Why do I need to provide additional verification information?
Additional verification may be required due to Know Your Customer (KYC) obligations which vary by country and can include:
For individuals: Personal address details, job titles or verified identification
For companies: Business registration details, board member information or executive details
Note: Requirements are outlined in activation form and additional information may be requested periodically to maintain compliance with our regulators and banking partners.