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Payment Collection & Booking Handling Policy

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Responsibility

  • One single staff member must handle the entire transaction.
    The staff member attending the customer is fully responsible for collecting the payment and ensuring it is processed correctly.

Online Booking Channels

Booking System Rules

  • All booking information must be entered into Cloudbeds.
  • Exception: Dormitory bookings for volunteers only (Type D and E) are handled manually and must not be entered into Cloudbeds, as they are not bookable by students or guests.

Walk-In Customers

  • Walk-in bookings are 10% more expensive than online bookings.
  • Staff must actively discourage walk-in payments at the counter, both cash and credit card, and advise customers to book online instead.
  • No additional surcharge is applied for credit card payments on walk-ins or extensions beyond the 10% walk-in surcharge.

Bookings with Classes + Accommodation (Walk-In)

  • Walk-in bookings with classes + accommodation must be actively discouraged.
  • Customers should be advised to book online through https://www.sammakaruna.org/ to ensure correct pricing and availability.
  • If a customer still chooses to book at the counter:
    • A 10% surcharge applies compared to the online price.
    • A manual booking must be created in Cloudbeds.
    • The staff member must select the correct rate plan:
      • Accommodation only
      • Accommodation + activities
    • From the rate shown in Cloudbeds, add the 10% walk-in surcharge before charging the customer.

Changes of Dates & Accommodation Type

  • Changes of dates or accommodation type before payment are always approved.
  • Changes requested before arrival are approved up to 24 hours before arrival.
  • If a change is requested less than 24 hours before arrivalduring high season (December 15 – April 15):
    • A one-day rate will be charged for date changes.
    • This does not apply to accommodation type changes, unless the change is an upgrade, in which case the price difference applies.

OTA Sync Rules & No-Shows

  • Date changes made in Cloudbeds automatically sync with Booking.com bookings.
  • This does NOT apply to Expedia or Airbnb — changes must be updated manually on those platforms.
  • No-show customers must be reported to the Bookings Team as soon as possible.
  • The Bookings Team will handle reporting the no-show to Booking.com, Airbnb, or Expedia.

🚨 CASH & CARD HANDLING — ZERO EXCEPTIONS

EVERY TIME MONEY IS RECEIVED (CASH OR CARD):

  1. Prepare the envelope correctly
    • Full customer name
    • Booking number
    • Booking dates
    • Booking type (Booking.com, Airbnb, Expedia, walk-in, extension)
    • Amount paid
    • Your name
  2. Insert all cash and credit card POS receipts into the envelope
  3. Take a clear photo of the envelope with your phone
  4. Insert the envelope into the OFFICE CASHBOX (slot box)
  5. This must be done THE SAME DAY the money is received — NO EXCEPTIONS
  6. Duty Manager reviews all envelopes daily

❌ Do not keep envelopes
❌ Do not delay until the next shift
❌ Do not hand money to another staff member
❌ Do not leave money outside the cashbox

Failure to follow this procedure is considered a serious operational breach.

System Entry Responsibility

  • All walk-ins and extensions paid at the counter must be manually entered into Cloudbeds by the attending staff member.
  • Do not ask the Bookings Team to enter bookings on your behalf.
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