💡 Important to know:
Little Hotelier Payments is our official payment processing solution.
You must have a Little Hotelier Payments account to process payments and refunds.
To view payment and refund transactions made through Little Hotelier Payments, go to My Apps > Payments > Transactions tab.
If you need help with billing, read the billing and subscription guide.
Process or record a refund
💡You must have a Little Hotelier Payments account in order to process payments and refunds. If you do not have an account, you can register for one via Little Hotelier.
Refund transactions are initiated immediately, however they can take up to 10 business days to settle in the cardholder’s bank account, depending on their bank and the country they are located in. If successful, the funds are returned to the payment card used for the original payment. Please note that the guest may not see the refund on their bank statement in some scenarios. For example:
If the refund appears as a reversal — the original payment will be removed from their bank statement.
If the payment is refunded during its authorisation period — the original payment will be adjusted to either a lower amount (for a partial refund) or zero (for a full refund). The transaction may also be marked as ‘Pending’ on their bank statement.
⚠️ Note:
Refunds must be issued within 60 days of processing the original payment.
You must process refunds no later than seven days after check-out, at which point the guest’s payment card details are permanently deleted from Little Hotelier Payments, as required by the Payment Card Industry Data Security Standards (PCI DSS) and General Data Protection Regulation (GDPR).
Once a refund has been processed, it cannot be reversed
How to refund payments processed via the Little Hotelier Payments payment gateway
To Refund a payment or Record a refund for a payment was processed outside of Little Hotelier Payments, follow these steps:
Go to My Apps > Front Desk > then on the Calendar or Reservations page, search for and open the relevant reservation.
Click on the PAYMENTS tab.
Click on Process Refund or Record Refund.
If processing a refund, enter the following details:
Enter the Amount to refund.
Add an internal Note for the payment, if needed.
If recording a refund, enter the following details:
Enter the refund Amount to record.
Enter the Refund date.
Select the Payment type (Card, Cash, Cheque, etc).
Tick Show note on the invoice and/or Email invoice, if applicable.
Add an internal Note for the payment, if needed.
Click on Process Refund to refund a payment through Little Hotelier Payments, or click Record Refund to record a refund processed outside of Little Hotelier Payments.
How to refund payments processed via third-party payment gateways
Log in and use the third-party payment gateway portal or contact their support team and ask for assistance.
How to refund payments processed via the Payment terminal
💡 The Payment terminal can only be used with our official payment gateway; it is not compatible with third-party payment gateways.
You can refund a payment taken via the Payment terminal by going to the Transactions page and following these steps:
Go to My Apps > Payments > Transactions tab.
Search for a transaction, then click it to open its details.
Click on the Refund button.
Enter the Amount to refund, whether full or partial.
Click on Process Refund.
⚠️ Note:
A refund cannot be cancelled once it has been processed.
If the card that you have refunded the payment has expired or been cancelled, then the refund should be credited to the guest's new payment card (depending on their bank or card issuer). In the rare case that the guest does not have a new payment card, the bank will usually send the refund to the guest's bank account.