FLEX PAY: BUY NOW, PAY LATER SOP + FAQ’s

FLEX PAY: BUY NOW, PAY LATER SOP + FAQ’s

Flex Pay: Quick Reference Guide

📂 Resources The full SOP, FAQ, and Presentation are available as downloadable PDFs at the bottom of this page.

What is Flex Pay?

Flex Pay is a "Buy Now, Pay Later" (BNPL) . Flex Pay gives guests the flexibility to book their hotel stay now and pay over time with low monthly payments.

It allows guests to book stays and pay in monthly installments

Front Desk & Management SOP

1. Reporting & Identification

  • Bookings Report: Sent to the front desk team the day after a Flex Pay reservation is booked

  • Arrivals Report: Sent to the Front Desk the day before check-in for reference

  • VCC Name: The name on all Virtual Credit Cards (VCC) will include "Flex Pay"

2. Folio Setup & Charging (Action Required)

  • Create Second Folio: Create a separate folio for these reservations

    • Folio 1: Charge the VCC here (Rate + Tax + Fees)

    • Folio 2: Store the guest's personal credit card here for incidentals

  • Trace: Place a trace on the reservation indicating: "Flex Pay reservation," "Modifications not allowed," and "Cancellations need to refund VCC"

  • Billing Timing: Charge the VCC within 48 hours of booking, regardless of the rate policy

Policies: Cancellations & Modifications

CRITICAL: Flex Pay reservations cannot be modified

  • Modifications: If a guest needs to change dates or details, they must cancel the original reservation and rebook

  • Cancellations: The cancellation policy is tied to the specific rate plan booked. If a reservation is cancelled, the VCC must be refunded