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Flex Pay by Upgrade
Flex Pay & Hotels - FAQ
What is Flex Pay By Upgrade?
- Flex Pay gives customers the flexibility to book their hotel stay now and pay over time with low monthly payments.
Why should hotels offer the ability to pay over time through Flex Pay?
- Increase direct bookings
- Increase conversion rates
- Increase the amount guests spend on their stay
How do customers apply for payment plan through Flex Pay?
- Customers shop on the hotel’s website
- At check-out, Pay Monthly is offered as a payment option on eligible itineraries
- Customers select Pay Monthly and complete a short application
- If approved, customers can confirm their reservation and pay through Flex Pay
When does the hotel receive payment?
- Flex Pay provides a Virtual Credit Card (VCC) for the booking. The hotel charges the Flex Pay VCC based on standard policies associated with the booking.
- If a guest books a prepaid rate, the hotel can charge the VCC immediately
- If the guest books a rate that is NOT prepaid, the hotel charges the VCC at check-in
- The hotel collects the guest’s credit card for incidental charges
- Flex Pay is responsible for collecting monthly payments from the guest
What is the risk of chargebacks on Flex Pay bookings?
- Flex Pay controls the Virtual Credit Card (VCC), preventing the customer from initiating chargebacks.
Is Flex Pay available for all rate plans?
- For the initial roll out, Flex Pay will be offered on prepaid and pay at the hotel. Partial deposit rates will be supported later in 2024.
Will Flex Pay be available for all regions?
- Flex Pay will initially be available to residents of the US and Canada and select properties in Latin America that bill/sell in USD.
What are the requirements to apply for a Flex Pay payment plan?
- Applicant Requirements
- US Resident, 18+ years old
- Canadian Resident, 19+ years old
Application Requirements
- Mobile Phone Number
- Last 4 of SSN (US-Resident Only)
- Physical Address [P.O. Box not accepted]
- Bank Account or Debit Card
Can a traveler book directly through Flex Pay?
- No. Guests book online on the hotel’s website and will need to select the “Pay Monthly” option as their payment method at checkout. This option will allow them to apply to finance their stay through Flex Pay.
How does a hotel know a booking was made through Flex Pay?
- There will be a message in the PMS comments or notes field indicating that the booking was paid through Flex Pay
- Flex Pay is also included in front of the guest’s name on the VCC
How are reservations modifications handled?
- Please work with the guest directly on any booking modifications.
- If the new stay is more expensive, the hotel guest should pay the hotel directly for the additional amount
- If the new stay is less expensive, the hotel should charge the guest the lesser amount and Flex Pay will automatically adjust the loan balance
How are cancellations handled?
- The customer needs to notify the hotel to cancel their stay and discuss refund options based on policies/terms. If the Virtual Credit Card was charged or authorized and a refund is applicable, then the hotel should refund the Flex Pay Virtual Credit Card.
- Refunds back to Flex Pay’s VCC will be automatically applied to the outstanding principal balance of the guest’s Flex Pay loan
- Turnaround time from when Flex Pay receives funds and adjusts the balance is within 7-10 days
- Any overages will then be refunded to the customer directly
- The customer does not need to notify Flex Pay
Can guests travel before paying off their loan?
- Yes. Once they have confirmed their loan and booked their hotel, they are free to travel anytime – even before they have paid off their loan.
Who should the guest contact if they have questions about their stay?
- All loan, financing, and Flex Pay account inquiries are to be directed to Flex Pay
- All hotel guest reservation modifications, cancellations, and hotel-related inquiries should be directed to the hotel’s reservations team
Contact information for use by Hotel Guests
- Member Portal: https://www.upgrade.com/pay
- Email: customercare@upgrade.com
- Phone: (844) 257-5400
- Daily + Holidays 5am – 7pm PT
- Customer FAQs: https://www.upgrade.com/flex-pay/frequently-asked-questions/
Contact information for use by Hotel Staff
- Phone: (844) 549-2585
- Email: customercare@upgrade.com
- If you can no longer access the Flex Pay VCC, please call number above
Or call us at
(844) 257-5400Monday - Friday, 5:00 AM - 7:00 PM PT
Saturday - Sunday, 6:00 AM - 5:00 PM PT