In order to receive payments for reservations that customers make through AlohaCamp, you must first properly verify your Stripe account.
If you have not set up an account with Stripe yet, depending on your business type and accounting method, click here to learn how to do it: register as a company or as an individual.
If you already have an account created, you can find information on how to log your own into the Stripe dashboard here.
How does Stripe work, and when will you receive payment for your reservation?
Stripe is an external online payment platform that AlohaCamp works with to ensure secure transactions for Guests and Hosts. Stripe verifies each transaction individually to prevent fraud, so users are assured that no abuse is taking place.
AlohaCamp automatically takes a commission on the amount paid by the Guest, so Hosts no longer have to pay any additional invoices. If you want to check the amount of commission for a particular reservation, all invoices can be found in the Billing and Payment section.
New payment system (for all new Hosts who joined AlohaCamp on April 2024 or later).
Reservation funds are transferred to the Host's account after the Guest's stay. The system orders the transfer of funds on the day of departure and they arrive within a maximum of 2 business days, depending on the Host's bank.
If the Guest requests free cancellation, the system will refund the money automatically, so the Host will not have to make the refund manually.
If the Host cancels the reservation, they will be required to pay the commission through the AlohaCamp system. The full amount will then be automatically refunded to the Guest. It is not possible to cancel a reservation without paying the commission.
If the Hosts wish to change to the new payment system, they can contact us by email at hello@alohacamp.com, then our team will make the corresponding changes in the system.
Old payment system (applies to all Hosts who joined AlohaCamp before April 2024).
Funds are transferred to the Host when the Guest pays for the reservation. It takes 7-9 days to process the payment from the time it is paid until the money reaches the Host's account.
If the Guest makes the free cancellation within these 7-9 days, the funds will be automatically refunded to the Guest within the system. The Host will not be required to issue a refund.
If the Guest requests the free cancellation when the money is already in the Host's account (more than 7-9 days after making the reservation), the Host is obligated to issue a refund to the Guest. AlohaCamp will automatically refund the Host the commission previously charged for this reservation so that the Host can reimburse the Guest the full amount paid. To do so, the Guest will be asked to send the bank account number in the chat provided in the reservation.
If the Guest cancels a non-refundable booking or exceeds the free cancellation period (no later than 7 days after booking), the payment processing time on the Host's account is automatically increased by 14 days - a security measure so that the reservation can still be restored or edited.
If the reservation has been paid with wallet funds or the cash amount does not cover the amount of our commission, the Host will be required to pay the difference in commission if they wish to cancel the reservation.
What are wallet payments?
Each user has a virtual wallet that can be found in My Wallet section. Funds can be stored in it to be used when making a reservation. These funds come from discounts, referral programs or vouchers. When making a reservation, the amount to be paid is automatically reduced by the amount in the guest's wallet. When entering the booking details, the host can see how much of the amount comes from the wallet. These funds are always transferred to the Host's account on the day of the Guest's departure and arrive within a maximum of 2 working days.
In case of cancellation by the Host or free cancellation by the Guest, the funds in the wallet are immediately returned to the Guest's account.
What to do if my payments have been suspended?
If Stripe has notified you by email that your payouts have been suspended, take a look here.
Remember that if you have the advance payment option enabled in your profile, the commission is charged in full on the advance amount. The rest of the amount you charge the guest directly.
Who issues invoices to Guests?
AlohaCamp is an intermediary between the Guest and the Host, who make a contract between themselves. Thus, the invoice for the Guest is issued by the Host based on the amount the customer paid for the reservation. An invoice from AlohaCamp is issued for marketing services that Hosts cover as a result of their cooperation with our platform.
How do refunds work?
It is very important for Hosts to know how to handle refunds. If the refund has not been issued automatically, the Host is obliged to process the refund as soon as possible. To do so, they should contact the Guest and ask for an account number or arrange another way to transfer the payment. If the refund has not been made automatically, the Guest will also receive an email informing them that they must provide their account number to the Host.