We resolved an issue with your invoice payment history

We recently noticed a technical issue on the Extranet that meant the info displayed about your invoice and payment history may not have been up to date. We’re happy to let you know that we resolved the issue, and the status of your invoices and recent payments is now updated.

 

There’s no 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 apologize for any inconvenience.

 

Who can I contact with questions about my commission invoice or additional invoices?

Updated 4 months ago

If you have a question or concern about any of your commission invoices, you can contact our Credit Control team by following these steps:

  1. Within the Finance tab on the Extranet, click Financial Overview and select the Send us a message option below Payment Info.
  2. Make sure you select Finance (invoices and payments) as the subject of your message in the pop-up box. Outline any issues you have and click the Send message button when you're done. A member of our Credit Control team will get back to you as quickly as possible.

Did you receive an additional invoice?

Generally, additional invoices are sent for specific reservations. Be sure to check the invoice to see the relevant reservation number(s).

You can check your invoices within the Finance tab of the Extranet (and by selecting Invoices from the list). The Description column provides more details and the invoice type.

Common additional invoice types include:

Incorrect no-show: The reservations on this invoice were originally marked as a "no-show" and were not included in your commission invoice. The guests later confirmed with us that they stayed according to their original reservation. Since the commission for these reservations was not included in your commission invoice, a separate invoice was issued for payment.

Customer complaint costs: This type of invoice is issued in situations like relocation costs due to an overbooking, or incorrect charges to the guest. In these cases, you should have already received separate communication from our Customer Service team.

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