Process refunds quickly and easily for your guests through Little Hotelier Pay. While refunds are initiated immediately, they can take up to 10 business days to settle depending on the cardholder's bank and country.
Before you begin
Refunds must be processed within 90 days of processing the payment
Once processed, refunds cannot be reversed
How do refunds appear
Your guest may see the refund displayed differently on their bank statement:
As a reversal: The original payment will be removed from their statement
Within the authorisation period, the original payment will show as:
An adjusted lower amount (for partial refunds)
Zero amount (for full refunds)
Marked as Pending on their statement
Process a refund for a reservation
Open the reservation in Calendar or Reservations
Click Process Refund in the Payments tab
Enter refund details
Click Process Refund
Process a refund for a payment made using the virtual terminal
Navigate to Payments > Transactions
Locate and click the transaction to refund
Click Refund
Enter the refund amount (full or partial)
Click Process refund
Process a refund for a payment made using the payment terminal
Go to Payments > Transactions
Search and click on the transaction
Click Refund
Enter the Amount (full or partial)
Click Process refund
Frequently asked questions
How can guests verify their refund?
For MasterCard or Visa payments, you can provide the acquirer reference number from the transaction details. Guests can use this number to check the refund status with their bank. This allows them to contact their bank to ask for the status of the refund.