Payments & Billing
Your guest portal gives you a clear view of everything you owe, what you have already paid, and what is coming up next. You can make payments online at any time -- no phone calls or bank transfers required.
Overview
When you book a villa, your total cost is typically split into installments rather than charged all at once. Your portal shows the full payment schedule, tracks each payment's status, and lets you pay securely by credit card or PayPal. After each payment, you receive a confirmation email and a receipt you can download.
Your Payment Schedule
Open the Payments section from your dashboard or navigation bar to see your complete payment schedule. Each booking follows a structure like this:
| Installment | Typical Timing | Typical Amount |
|---|---|---|
| Booking deposit | At time of booking | 25--50% of total |
| Balance due | 30--60 days before check-in | Remaining accommodation cost |
| Security deposit | Pre-authorization before check-in | $500--$2,000 (varies by property) |
Your host sets the exact amounts and due dates -- the schedule in your portal reflects what applies to your specific reservation. Each line item shows:
- Description -- what the payment covers
- Amount -- how much is due
- Due date -- when payment is expected
- Status -- Paid, Due, Upcoming, or Overdue
[Screenshot: Payment schedule showing deposit paid, balance due with date, and security deposit pending]
Understanding Each Payment
Booking Deposit
The deposit secures your reservation. It is typically collected at the time of booking or within 24--48 hours. Until the deposit is received, your booking may show as Pending rather than Confirmed.
Balance Due
The remaining accommodation cost -- total minus your deposit -- is due before your arrival. The exact deadline varies by property (commonly 30 to 60 days before check-in). Your portal shows the specific due date.
Security Deposit
A security deposit protects the property against damage. This is usually a pre-authorization hold on your credit card, not an actual charge. If no damage occurs, the hold is released automatically after checkout -- typically within 5--10 business days, depending on your bank.
Making a Payment
When a payment is due, a Pay Now button appears next to the installment:
- Open the Payments section in your portal.
- Find the installment marked Due and select Pay Now.
- Choose your payment method:
- Credit card -- Visa, Mastercard, or American Express. Your card is processed securely through PowerTranz, a PCI-compliant payment gateway.
- PayPal -- You will be redirected to PayPal to complete the transaction, then returned to your portal.
- Review the amount and confirm.
- A confirmation screen appears with a summary and receipt number.
[Screenshot: Payment form showing credit card fields and PayPal option with amount due]
You will also receive a confirmation email with a downloadable receipt. Receipts are available at any time from the payment history in your portal.
Payment Security
All credit card transactions are processed through a PCI DSS-compliant gateway. Your card details are never stored on our servers -- they are transmitted directly to the payment processor. The portal uses HTTPS encryption for all communication.
Currency Display
Prices in your portal are displayed in the currency set by your host -- most commonly USD for Costa Rica villa bookings. If your credit card uses a different currency, your bank will handle the conversion at their prevailing exchange rate. Any currency conversion fees are determined by your bank, not by the property or portal.
Payment Confirmation and Receipts
After each successful payment:
- The installment status updates to Paid with a green checkmark.
- A confirmation email is sent to the address on your booking.
- A downloadable receipt becomes available in the Payments section.
Receipts include the payment date, amount, method, and a transaction reference number. You can download them at any time for your records or expense reporting.
Late Payments
If a payment passes its due date without being completed:
- The installment status changes to Overdue and is highlighted in red.
- Your host or concierge may reach out via the Messages section to follow up.
- A reminder notification may be sent to your email.
Late payments can affect your booking status. If a balance remains unpaid for an extended period, the host may cancel the reservation according to their cancellation policy. If you anticipate difficulty making a payment on time, message your host as early as possible -- they may be able to adjust the schedule.
Refund Policy
Your host's cancellation and refund policy is displayed on the Booking Details page under Property Policies. Refund terms vary by property but typically include:
- Full refund -- cancellations made well in advance (e.g., 60+ days before check-in).
- Partial refund -- cancellations within a moderate window (e.g., 30--59 days before check-in).
- No refund -- cancellations close to the check-in date.
If a refund is issued, it is returned to your original payment method. Processing times depend on your bank -- typically 5--10 business days for credit cards and 3--5 days for PayPal.
[Screenshot: Booking details page showing cancellation policy under Property Policies section]
Key Concepts
- Installment -- A scheduled payment that is part of your total booking cost. Most bookings have two or three installments.
- Security deposit -- A pre-authorization hold on your card, not an actual charge. Released after checkout if no damage occurs.
- Payment status -- Each installment is marked as Paid, Due, Upcoming, or Overdue so you always know where things stand.
- PCI-compliant -- The payment gateway meets international security standards for handling card data.
Common Questions
Can I pay the full balance at once instead of in installments? Yes. If multiple installments are due, you can pay them individually. To pay everything at once, contact your host through Messages and they can adjust the schedule.
What credit cards do you accept? Visa, Mastercard, and American Express are accepted through the PowerTranz gateway.
Will I be charged in my local currency? Payments are processed in the currency shown in your portal (usually USD). Your bank handles any currency conversion and may apply their standard foreign transaction fee.
How do I get a receipt for a past payment? Open the Payments section and look for the download icon or Receipt link next to any completed payment.
What happens to my security deposit after checkout? If no damage is reported, the pre-authorization hold is released automatically. It can take 5--10 business days for the hold to disappear from your statement, depending on your bank.
I was charged the wrong amount. What should I do? Contact your host immediately through the Messages section. They can review the charge and issue a correction if needed.
Related
- Guest Portal Guide -- Full overview of your guest portal and how to access it.
- Arrival Info & Directions -- Check-in times, directions, and your villa guide.
- Guest Messaging -- How to communicate with your host and concierge.