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Understanding how to contact us

Updated 2 months ago | 5 min read time

If you or your guests need help or have any questions, you can contact us in different ways. 

What’s in this article:

Helping your guests during peak season

During the peak travel season, more guests than usual need help from our Customer Service team. If your guests need to contact us, please ask them to visit our Help Centre.

Via the Help Centre, we can help your guests in their preferred language and prioritise Level 3 Genius members and guests who are travelling soon. We can give them the information they need to manage their booking themselves or advise them to contact our Customer Service team by email, live chat or phone.

Please don’t share with your guests the contact details you use to get in touch with us — we can’t help guests who contact us this way and this is likely to result in a slower, less positive experience for both you and them.

Exploring Partner Help

We created Partner Help to cover any questions you might have. You can find articles covering the topics that are most relevant to you — and we’re constantly updating them based on your feedback. Search for the topic you’re interested in using keywords and look out for links to related content.

Sending us a message

If you have a specific question that you need our help with, you can send us a message by following the steps below: 

  1. In the extranet, click on Inbox
  2. Select messages
  3. Click on See contact options and select a topic and subtopic
  4. Click on See all contact options
  5. Select Message
  6. Write your message and click on Send message

We aim to get back to you within 24 hours, but sometimes it might take us a little longer.

Calling us

If you have an urgent question about your property or your partnership with us, you can also call us. Here’s how to find a dedicated phone number to call:

  1. Log in to the extranet

  2. Click on Inbox

  3. Select messages

  4. Click on See contact options and select a topic and subtopic

  5. Click on See all contact options

  6. Select Call

Choosing your topic when sending a message or calling us

To send us a message via the Inbox, you have to choose a relevant topic. Here’s a description of the ten topics you can choose from: 

  • Rates & Availability: pick this topic if you want to create rates or load availability for your property. You can also find more information in our articles on Rates & Availability.
  • Promotions: choose this topic if you want to set up a special deal or promotional rate, or if you have questions about how these are displayed on the platform. You can also check our article about Promotions.
  • Reservations (cancellations, modifications, questions, etc.): use this topic if you have questions about the booking process or a specific reservation. If you’re getting in touch about a particular reservation at your property, don’t forget to include the confirmation number in your message. For more information, have a look at our articles about Reservations.
  • Opportunities (help with sales): select this topic if you need extra information about the sales opportunities in the Opportunity Centre. You can also check out our articles on Opportunities and Commercial Insights.
  • Guest reviews: you can contact our Reviews Team to discuss a specific comment from a guest or your reply to a review. Please see this article for more information.
  • Invoices and commission: if you can’t find the information you need in the Partner Help Centre, use this topic when you contact us.
  • Receiving my payouts: pick this topic if you have questions about your payouts, the Payments by service, virtual credit cards or your bank account details.
  • Analytics: this topic is for questions about the Analytics tab or how your property is performing on You can also check out our article on Analytics.
  • Property details: use this topic if you’d like to update information about your property that you can’t edit in the extranet (e.g. star rating, etc.).
  • Account (password, contacts, channel manager, devices, terminate contract): use this topic if you’d like to update your contact information or other account details, or if you have questions about channel managers.

Reporting a problem via the Pulse app

To report a problem using the Pulse app, follow the steps below:

  1. Open the app and tap More
  2. Tap Help
  3. Tap the envelope icon
  4. Select a topic and a subtopic from the drop-down menu
  5. Describe the problem and tap Send. A member of our team will get back to you as soon as possible.

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