Reopening your property after paying a late invoice

Updated 6 days ago | 5 min read

If your property is automatically closed due to an unpaid invoice, you can only reopen it by paying the full outstanding balance. Once you do, you’ll be able to reopen your property via the Extranet.

In this article

Paying your outstanding invoices

There are several ways to pay your invoices: direct debit, bank transfer, or online payment through a provider. Make sure you always include your property ID and invoice number as the payment reference info. We need them to identify your payment and process it correctly. It can take up to seven business days for us to record your payment, depending on how quickly your bank processes transactions.

Once you make your payment, you don’t need to send us proof of payment.

You can find payment instructions on the invoice or on the Extranet under Finance, then Financial overview

Invoices marked Written off still have an open balance. Although these invoices don’t appear on the Outstanding balances page, they still need to be paid off via bank transfer.

If your property invoice has a pending dispute, make sure you pay the outstanding balance before the due date to avoid business interruption. If the dispute is accepted, you’ll receive a credit note for the next issued invoice. Read more about credit notes and how to use them. 

Reopening your property

Once we receive your payment and the invoice is cleared from your account, you’ll receive a message in the Extranet inbox letting you know that your property can reopen. You’ll also see an Open your property button on the Extranet homepage that you can click to quickly reopen your property. Once you do this, you’ll receive a message that your property is open for new bookings. 

If your payment processing takes longer than the usual bank processing time in your country, open a ticket in the Extranet Inbox – Topic: Invoices and Commission,  subtopic Reopen my property. It’s possible that the payment reference wasn’t provided and your payment couldn’t be allocated. 

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

Note that some partners may need to move to direct debit payment in order to reopen. In accordance with our General Delivery Terms (GDT), 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. 

My property was closed for an unknown reason

If your property was closed for non-payment reasons, we’ll notify you via the Extranet inbox. If your property was closed with no information, contact Customer Service for support. 

Avoiding suspension

To make sure your property can receive new bookings, you have to pay commission invoices within 14 days after they’re generated.

If there are important reasons for delaying your payment, explain your situation before the invoice’s due date by reaching out to our support team. To do so, follow the steps below:

  1. Log in to the Extranet
  2. Click Inbox, then messages
  3. Click See contact options
  4. Click Invoices and commission and select Other

We always send a suspension notification to your Extranet inbox if your property is at risk of closure. 

If you make the payment on the last day before suspension, your property might still be closed for bookings due to the payment processing time. It’s important to consider the time it takes to receive your payment.

Read more about accessing the Extranet if you experience any problems.

Is this article helpful?