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.

 

Force Majeure update for reservations made during and/or after April 2020

Updated 1 week ago

By now - beginning of April - we can expect that our mutual customers are aware of the risk of further COVID-19 spread, and as such the risk they are taking when making new reservations, particularly Non-Refundable and Partially Refundable bookings. 

Therefore for all new reservations made as of 6 April 2020, we will no longer apply Force Majeure conditions for guests seeking to cancel or modify their booking due to the current COVID-19 outbreak. These reservations will be treated like any standard booking, according to our policies and procedures. 

For active reservations made before 6 April 2020, regardless of future check-in date: For reservations made on or after 6 April 2020:
There is no change. Our Force Majeure procedures, implemented in view of government travel restrictions and based on our contract, still apply. The COVID-19 Force Majeure procedures that we implemented in view of government travel restrictions do not apply.

We anticipate that more governments around the world will implement binding regulations that restrict the movement of people. Our Force Majeure procedures will apply as normal to any reservations made before 6 April 2020 for any future check-in date where government travel restrictions make it impossible, illegal or prevent guests from travelling to or staying at the accommodation they have booked.

Our standard procedures apply, including relating to Non-Refundable and Partially Refundable reservations. As such, you will be in control of whether, when and how to refund COVID-19-related guest cancellations for reservations made on or after 6 April 2020, based on the policy chosen by your guest, your individual, legal and governmental situation and mandatory consumer law.
  We will introduce extensive new messaging across our website and app, both pre- and post-booking, to make customers even more aware of the risk they are taking in booking Non-Refundable or Partially Refundable reservations on or after 6 April 2020.

Please visit our Coronavirus Partner Support page, where you can find quick links to all our guidance and updates.

For more information on the extent of Force Majeure conditions, we encourage you to check this article daily, as well as the partner FAQs here.

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