Payment issues with a booking

Payment did not go through or something does not look right on your card statement? No worries - most payment issues have simple solutions.

Payment declined

Mark is trying to book a room, but after clicking "Pay" he sees a declined payment message. The most common causes are:

• Insufficient funds on the card
• Expired card
• Bank blocked the transaction as suspicious
• Daily online transaction limit exceeded

What to do:

1. Check your card balance and limits in your banking app
2. If the bank blocked the transaction - call your bank and confirm it is your payment
3. Try a different card or a different payment method (BLIK, Przelewy24)

I only have 30 minutes to pay

After submitting a booking, you have 30 minutes to complete the payment. If you do not pay within that time, the booking expires automatically and the selected time slot returns to the available pool. You will need to book again - if the slot is still free.

Double charge on my card

If you see two charges for the same booking:

• One of them is likely an authorization hold - a temporary fund block, not an actual charge
• Authorization holds disappear automatically within 3-5 days
• If after 7 days you still see two charges, contact Booquela support with your booking number

I did not receive payment confirmation

If you paid but do not see a confirmation:

1. Check the spam folder in your email
2. Log into Booquela and check My Bookings - if the booking is there with a Confirmed status, the payment went through
3. If the booking is not visible - contact support

Refund has not arrived

Waiting for a refund but the funds have not come back?

• Standard refund time is 5-10 business days from the moment of cancellation
• The timeline depends on your bank, not Booquela
• If 14 days have passed, contact support with your booking number