1. How are payments processed for live bookings?

When a guest makes a booking for a live operator, they will be taken to a secure Payment Gateway, and will make full payment using a credit or debit card through the site. This payment will be subject to banking and Payment Gateway fees, and will be temporarily deposited into the Whytewaters’ bank account. The following Tuesday, the money will be transferred into the accommodation providers’ bank account, accompanied by a Transaction Summary email to detail the individual payments that comprise the total deposited.

2. How are payments processed for bookings which arise through the 'Enquire Now' option?

To confirm a booking, the accommodation provider will first need to obtain a credit card number, expiry date, and CSV code from the guest. Once they have this information, they can make the booking in RTBS and process payment manually through their in-house eftpos system (as they might often do for phone or email accommodation bookings).

3. How are refunds processed?

For payments that were taken through the secure Payment Gateway, a refund request must be emailed to marcella@whytewaters.com. The refund will be paid back onto the credit card used to make the initial booking, which usually takes 1-5 working days. Please note; you must first contact the operator to confirm that a refund is due, and include confirmation from the operator in the refund request email.

For payments made through your in-house eftpos system, refunds are done in exactly the same way as they would be for bookings that are made over the front counter.

4. Will guests incur a cost for a refunded booking?

For payments that are processed and refunded through the Payment Gateway, a small transaction fee will apply.

Overseas visitors may incorrectly believe they have suffered additional fees if the exchange rate fluctuates significantly in the period between them making the initial payment and receiving the refund, but unfortunately this is unavoidable and the case with any overseas transactions.

5. Why are some activities or operators not displayed on the ABL?

As discussed in the chapter H ow to Manage Your Activity Booking Link, which operators to display on the ABL is entirely at the discretion of the accommodation provider, so the ones displayed will be those selected on the 'Activity Booking Link' settings page within RTBS.

If an operator is selected to appear, by default all their activities will be displayed on the ABL so long as they have an active price and departure schedule. In addition to this, operators have the option to hide any activity that, for whatever reason, they don't want to be advertised on ABL pages.

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