Funds on hold represent the total amount collected through online payments and commissions deducted from reservations, which are retained until the release date is reached according to cancellation policies, fraud protection rules, or profile verification requirements.
Once the release date is reached, the amount is transferred to the available balance.
Reasons why a card payment may be placed on hold
1. Cancellation policy or fraud protection
When a scheduled transaction is executed and the traveler has provided a credit card, the system considers both the cancellation policy and fraud protection rules to determine the holding period of the payment.
Holding policies:
Properties protected by fraud guarantee:
If fraud protection is enabled, the payment will remain on hold until 48 hours after check-in.
Fraud protection disabled:
If fraud protection is disabled, the payment will remain on hold until the cancellation policy fulfillment date.
Disabling fraud protection is not retroactive. This means that bookings made while the protection was active will keep the funds on hold until 48 hours after check-in.
2. Reliability
When you perform a manual operation and the credit/debit card has been provided directly by you and not by the guest.
In this case, the payment will remain on hold indefinitely until the owner completes KYC documentation validation and until 48 hours after the guest’s check-in if the property has fraud protection enabled.
In practice, it has been observed that even when the stated requirements are met, the funds remain on hold indefinitely. Therefore, we recommend contacting the support team for review.
3. Risk
There is a holding period of between 20 to 40 days from the transaction date and check-in + 48 hours, depending on each operation and evaluated by the internal security control team.
To request the release of funds on hold, contact us. Please note that your request will be forwarded to the risk department and, if necessary, you will need to provide documentation related to the reservation by replying to the previously sent email so they can authorize the release.
Checking funds on hold
To access information about funds on hold, follow these steps in the Accounting → Transactions section:
Select period: Choose the date range for the transactions you want to review.
Filter by hold status: Enable the “On hold” filter by selecting Yes.
Run search: Click the Search button to display results.
Hold details: Hover over the orange exclamation icon to view the reasons and release date of the held amounts.
