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.


Can I ask for a guest review to be removed?

Updated 1 month ago

We know travellers find reviews useful when they’re looking for somewhere to stay. That’s why we carry out an investigation before removing a review.

We remove entire reviews, including both the comments and score, if:  

  • The reservation is marked as a no-show
  • There was an overbooking and the guest was relocated
  • The guest cancelled their reservation
  • The property cancelled the reservation on the day of check-in because of an invalid credit card
  • We suspect the review isn’t genuine and may be intended to target a competitor
  • We determine that the guest reviewed the wrong property
  • We believe the guest is using the review to attempt to blackmail the property (we need written evidence in order to remove a review for this reason)

We also remove comments within reviews if they’re against our guidelines. Examples include:

  • Abusive language, swearing, discriminatory remarks, threats of violence and political or religious commentary
  • Promotion of illegal activities
  • Contact details such as phone numbers, addresses, email addresses and links to websites

In these cases, we’ll remove all of the text in the review but we’ll still leave the score online.

To ask us to remove a review covered by one of these categories, please contact us via your extranet inbox, using the topic ‘Guest reviews’.

If you’d like to find out more about who can leave a review, take a look at this article.  

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