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Little Hotelier Pay: Frequently asked questions
Little Hotelier Pay: Frequently asked questions

Find answers to frequently asked questions about Little Hotelier Pay.

Updated over 2 weeks ago

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:

  1. Navigate to Payments

  2. Click Get started

  3. 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.

  1. Navigate to Calendar or Reservations

  2. Find and open reservation

  3. Click Process Payment

  4. Enter payment amount (or tick Deposit for deposit payments)

  5. Enter card details (or use saved details if available)

  6. 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:

  1. Open the reservation in Calendar or Reservations

  2. Click Payments tab

  3. Select Process Refund

  4. Confirm amount

For virtual terminal:

  1. Navigate to Payments > Transactions

  2. Click the transaction

  3. Click Refund

  4. 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?

  1. Navigate to Payments > Invoices

  2. Click Generate

  3. 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.

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