We’ve resolved an issue with your invoice payment history

We recently became aware of a technical issue in the extranet that meant the information displayed about your invoice and payment history may not have been up to date. We’re happy to let you know we’ve now resolved the issue, and the status of your invoices and recent payments is now updated.


You don’t need to contact us about this. We’d like to reassure you that our internal payment systems weren’t affected at any point, and our records of your invoices and payments remained accurate throughout. We apologise for any inconvenience.



Service Charge

Dear Partners,

Just flagging an issue I've been having with the Service Charges (btw this is nothing to do with Booking.com commission on SCs).

I set up a Service Charge at 6.1%. However the amount calculated on the Platform is different versus what could be reasonably expected.

As an example, on a $5,040 reservation, before service charge, the SC applied by the platform is $260.54 (booking.com shows 6.1% on the screen, next to it). The actual Grand Total confirmed to guests is $5,300.54. 

Unfortunately the amount of $260.54 is only 5.17% of the Subtotal (i.e. markup), or 4.91% of the Total (i.e. margin). So nothing to do with the 6.1% I put in the system and displayed by booking.com on the reservation! 

Normally the Total should have been 5,040 x 1.061 = $5,347.44 and in dollar terms, the Service Fee should have been $307.44. 

In other words, booking.com under-charged by about $46.90 on this reservation.

Anybody else having this issue?

Many Thanks,



2 Replies


Hi Chris


You should use the message finance team option, under finance extranet menu.


Send them that example to get them to explain and or fix it

8 months ago
Community Admin

Hello Cristian Gheorghe! Thank you for posting in the Community! Unfortunately we do not have an immediate answer to the issue you have raised to us! We will look into it further and get back to you as soon as possible via your Extranet. Thank you and best regards!

8 months ago