Reopening your property after paying a late invoice

If your property has been automatically closed due to an unpaid invoice, you can only reopen it by paying the full outstanding balance. Once you’ve done this, you’ll be able to reopen your property via the extranet.

What’s in this article?

Paying your outstanding invoices

There are several ways to pay your invoices, which you can read about in this article. Make sure to always include your property ID and invoice number as the payment reference information, as we need these to identify your payment and process it correctly. Keep in mind that it can take up to 72 hours for us to receive your payment, depending on how quickly your bank processes transactions.

Once you’ve made your payment, you don’t need to send us proof of payment. The only exception to this is if:

• You’re making a bulk payment for more than one property – in this case you need to send us the confirmation together with the payment allocation breakdown
• We’ve explicitly asked you for proof of payment

You can find payment instructions on the invoice itself or in the extranet under Finance - Financial Overview.  When paying the invoice by bank transfer, make sure to always include your property ID and invoice number as the payment reference information, as we need these to identify your payment and process it correctly. Keep in mind that it can take up to three business days for us to receive your payment, depending on how quickly your bank processes transactions.

Once you’ve made your payment, you don’t need to send us proof of payment. The only exception to this is if:

• You’re making a bulk payment for more than one property – in this case you need to send us the confirmation together with the payment allocation breakdown
• We’ve explicitly asked you for proof of payment

In case your property invoice is in dispute, please make sure to clarify the outcome of it with the supporting team before the suspension deadline, to avoid business interruption. You can read more about disputes and how to handle them here.

Reopening your property

Once we receive your payment and the invoice has been cleared from your account you’ll receive a message in your extranet Inbox letting you know that your property can be reopened. You’ll also see an Open your property button on the homepage of the extranet, which you can click to quickly reopen your property. Once you’ve done this, you’ll receive a message indicating that your property is now open for receiving new bookings. 

If your payment processing takes longer than the usual bank processing time in your country, please raise a ticket in the extranet Inbox - Topic: “Invoices and Commission ” with the subtopic “Re-open my property”. Possibly the payment reference was not provided and your payment could not be allocated. 

For partners who are under legal proceedings with Booking.com for non payment it might take extra time to review their reopening conditions. Additional info is usually provided in the communications sent from Booking.com regarding the procedure. 

Please be advised that some partner may need to move to direct debit payment in order to reopen. This is in accordance with our GDTs, we reserve the right to request a valid direct debit mandate before enabling the reopening of the property.  This is to limit the chance of having a late payment. To read more about direct debit, please go to the following article.

My property was closed for an unknown reason

If your property was closed for non-payment reasons you will always receive a notification of it in your Extranet Inbox. If your property was closed with no information please contact Customer Service for support. 

Avoiding suspension

In order to make sure your property always receives new bookings it is necessary to pay commission invoices within the 14 days after it is generated. In order to understand more please read through this article.  

If there are important reasons for delaying your payment - please clarify your situation by reaching out to the support team in  the Extranet Inbox - Topic:“Invoices & Commission” before the expiry of the invoice due date. 

Suspension notification is always sent out to the Extranet inbox to notify property owners of the closure risks. It is important to take into consideration the time it takes to receive your payment. We kindly ask you not to pay your invoices on the day of the suspension, to make sure your property stays open.  

If you are missing Extranet access, please read the following article.