Wallet Payment 101

The HotelTrader Wallet is a multi-currency digital wallet powered by Airwallex that allows you to securely manage payments for your hotel bookings.

With the wallet, you:

  • Hold funds in your own business account
  • Authorize HotelTrader to debit payments for bookings
  • Get real-time visibility into balances and transactions

Security & Availability

Who owns the wallet?

The wallet is registered under your business entity name, as verified during the KYB (Know Your Business) process. This ensures regulatory compliance and gives you full ownership and control of the funds in your account.

Is my money safe?

Airwallex is committed to keeping customer funds safe. Airwallex is regulated and licensed in jurisdictions where it needs licences to operate. Airwallex services are provided in compliance with applicable laws and regulations. How Airwallex protects its customer funds depends on the regulatory requirements of the jurisdictions where the relevant Airwallex entity is licensed to operate. For more details, please visit these pages:

Are there country restrictions with the Wallet solution?

Yes. The wallet is available in regions supported by Airwallex. Check supported countries and regions list.

Payments & Billing

How do payments work?

For Non-Refundable bookings: Immediately upon booking confirmation.

For Refundable bookings: At time of when the 1st cancellation window kicks in.

  • However, if a new refundable booking comes in and it is already within the 1st cxl window, we will also debit at time of booking.

What currency is used for payments?

HotelTrader debit balance from your wallet based on the defined currency of the booking. However, in the case the defined currency is insufficient, we will try to debit the remaining amount in the primary currency of the account, which may result in foreign exchange (FX) impact.

What happens if my balance is insufficient?

If there are insufficient funds in the booking currency, we will attempt to debit the amount from your primary wallet currency. At the same time, you will receive an email alert notifying you that your balance is low.

If there are still insufficient funds in your primary currency, the booking will not be declined. Instead, it will be marked as Overdue, and our team will continue to monitor the payment status.

To avoid any disruptions or potential foreign exchange (FX) impact, we recommend ensuring your wallet is funded in advance.

Refunds & Disputes

How do refunds work?

For cancellations, any eligible refund will be processed automatically based on the booking’s cancellation policy and credited back to your wallet.

For disputes, once our Customer Service team completes the investigation and approves the case, the refund will also be processed automatically and returned to your wallet.

All refunds can be tracked in the Transaction Table within the Hotel Trader Wallet Dashboard, as well as in your Airwallex account.

How do I raise a dispute?

At this stage, disputes are handled via email. Please contact our Accounts Receivable team and include the relevant details:

  • HT confirmation ID
  • Disputed amount
  • Description of the issue
  • Supporting documents (if any)

Our team will review and investigate your request as soon as it is received. Resolution timelines may vary depending on the property’s response time. If the dispute is approved, the refunded amount will be automatically credited back to your wallet.

You can track the refund in the  Transaction Table in your Wallet Dashboard, as well as in your Airwallex account.

We are currently working on enabling dispute management directly within the Wallet Dashboard to provide a more seamless and transparent experience.