SOP - Virtual Credit Card (VCC) requests

When and how to request a Virtual Credit Card.

Abbreviations

VCC - Virtual Credit Card

RMER - Room Mapping Error

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Overview

There may be moments where we need to pay for something on behalf of the guest. This typically happens whilst the guest is at the property and we need to pay for an upgrade, for example, during a Room Mapping Error (RMER). 

What is a VCC?

A Virtual Credit Card (VCC) is literally just that, a credit card with money loaded onto it that we can only view online. For this reason, bank transfers are not possible, only paying for things, just as you would online. 

When can we use a VCC?

When we have established we are at fault and payment must be made urgently in order to resolve the issue and the hotel has confirmed they are able to provide a payment link. Examples of this are:

• Room Mapping Error - The guest has arrived at the property and the hotel can honour the correct room type but requires payment in advance.
• Board issue - The guest was expecting either breakfast, half or full board with their booking.

How to request a VCC

Please follow the below procedure when requesting a VCC:

1. You have already discussed the case with your Team Leader and approval notes have been left on the relevant Zendesk ticket;
2. Please send an email to the hotel so they can respond to us via email with the payment link;
3. Please send an email from your Gmail work email address to your Team Leaders;
4. Please use the following template, ensuring all details are filled out;

VCC request template

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Subject: [Booking ID] VCC Required

Good day,

Could you kindly provide a VCC for the following:

Booking ID:

Zendesk ticket: 

Why VCC payment is required:

Required payment needed:

Thanks in advance.

Best regards,

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Additional points to consider

For smaller payments

Before we move ahead with the VCC option, have we checked whether the guest is able to pay for the additional costs themselves and send us the receipt after stay?

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If the property cannot access the original VCC attached to the booking

If case the property cannot access the original VCC, please email the following email address:

[e-mail]

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This article was created on 11th November, 2025.