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 with the Payments dashboard and simplify any reconciliation and record-keeping processes.
How do I activate Little Hotelier Pay?
There are two ways to activate Little Hotelier Pay:
Front Desk
Go to Front Desk > Setup > Guest Payment Options > Payment Gateways
Click on Activate now
Follow the steps on-screen to set up Payments for your property
Direct Booking
Go to My Apps > Direct Booking > Setup
Click on Payment > Activate now
Follow the steps on-screen to set up Payments for your property
Notes:
Only Admin users can activate Little Hotelier Pay
To ensure the security of your financial information, we may briefly review your property's details before activating your Little Hotelier Pay account. You'll receive an approval notification within one business day.
How does it work?
Once you have activated Little Hotelier Pay, you can now process payments for reservations via the Front Desk.
Go to Front Desk > on the Calendar or Reservations tab, search for and open the relevant reservation
Click on Process Payment
Enter the payment Amount (by default, the full outstanding balance will be shown), or tick Deposit to take a deposit
Enter the payment card details (or use the saved payment card details, if available)
Click on Process
How much does it cost?
No setup or monthly fees (fees charged for refunds are returned)
Fees are only charged per transaction and vary based on your country, card network (Visa, Mastercard, etc.) and card type (domestic, international, premium)
Fees are outlined in your Little Hotelier Pay activation form
American Express, China Pay union, Discover & Diners Club, Japan Credit Bureau (JCB), Virtual Credit Cards, Commercial Cards) may incur higher fees
What payment methods are accepted?
Major credit cards: Visa, MasterCard, American Express (not available in Malaysia)
Depending on your region: JCB, Union Pay, Discover, Diners Card
Virtual credit cards (VCCs) from online travel agents (OTAs)
Digital wallets (for deposits on bookings made through the booking engine)
What currencies are accepted?
Little Hotelier Pay currently accepts payments in the local currency of your property’s location.
How do I update my bank account details?
To update your bank account details or request to change the frequency of your payouts from daily to monthly, the admin user can email the following details to our support team:
Registered legal business name associated with the Little Hotelier Pay account
Current bank account number
Reason for update
Updated bank account details
Any additional information you think would be useful
How do I make changes to my account?
General users with the guest payment details permission enabled can:
Process payments
Reveal credit card details
Admin users with full access to your Little Hotelier Pay account can also:
Activate payments
What types of payments can I process?
Payment details already stored in the reservation: if an online travel agent (OTA) provided the guest’s credit card information, you can find the reservation and click Process Payment
Adding a new payment method: if you don’t have the guest’s card details on file, click Process Payment and enter details directly into the reservation
A guest needs to pay later: send a Payment Request to initiate the payment process with your guest
Can I process a payment for something other than a reservation?
You can process all sorts of payments using the virtual terminal, which can be accessed in My Apps > Payments > Virtual terminal.
How do I process a refund?
Open the reservation in your Front Desk, and click on Payments > select Refund and confirm the amount.
There are no fees for processing refunds via Little Hotelier Pay, any fees associated with the payment will be refunded.
Refunds must be issued within 90 days of processing the payment.
To refund a charge made via the virtual terminal, go to My Apps > Payments > Transactions > click on the transaction you want to refund, then click Refund.
How long do I have to process a payment?
A payment will need to be processed no later than seven days after checkout. After that time, your guest’s card details will be permanently deleted in Little Hotelier, as required by the Payment Card Industry Data Security Standards PCI DSS).
How long does it take to receive my payout?
Your Little Hotelier Pay account balance (sum of all funds received including adjustments and minus refunds) will be paid out to your property once per day.
Estimated payout times below:
Australia & New Zealand: within 2 business days
Most countries: within 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: within 5 business days
Hong Kong & Singapore: within 7 calendar days
How can I view a summary of my transactions?
Go to My Apps > Payments > Transactions.
What is Auto top up?
When Auto-top up is enabled, if your account balance reaches zero or below (and you have sufficient funds in your linked bank account), the system will automatically transfer the necessary amount required to process a refund.
Can I process a payment using a virtual credit card (VCC)?
Little Hotelier Pay accepts virtual credit cards (VCCs) for payments. Some booking channels might have specific rules on when VCCs can be charged. You can only process the exact amount on the VCC, no additional charges or surcharges can be added.
What is a payment request?
Little Hotelier Pay allows you to send a payment request to your guest to process a payment using an accepted card via a secure webpage.
What is a chargeback?
A chargeback is a refund processed by the cardholder’s bank or card issuer to reverse a payment made using a credit or debit card.
If a bank or card issuer initiates a chargeback for a payment dispute on behalf of one of your customers or guests, the disputed amount will be withdrawn from your Little Hotelier Pay balance immediately.
How can I download my monthly invoices?
Invoices are available from the third business day of each month for the previous month’s activity.
Go to My Apps > Payments
Click on the profile icon in the top right corner
Click on Invoices
Click Generate to send your invoice to the email address associated with your Little Hotelier Pay account
Why am I seeing a prompt to provide additional verification information?
After enabling additional payment methods, you may be required to provide additional verification information. Follow the prompt in your Payments dashboard to complete the verification.