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.


Can I ask for a review to be removed?

Updated 4 months ago

We know customers find reviews to be very useful when browsing online. That's why we only remove reviews in certain situations:

  • In the case of no-shows, cancellations, and double-bookings (when the guest has been relocated as a result).
  • If we suspect a review isn’t genuine and may be used to target a competitor, we’ll remove it completely.
  • If, after investigation, we determine the guest reviewed the wrong property.
  • If the guest's review is an attempt to blackmail (valid written proof must be provided).

We also remove comments if they go against our guidelines:

  • When the review includes abusive language, swearing, discriminatory remarks, threats of violence, and political or religious commentary.
  • When the review promotes illegal activities.
  • If it includes contact details like phone numbers, addresses, email addresses, or website links.

Note: When comments are removed due to breach of policies, the score will remain online.

If you come across a review that includes any of the above, let us know by using your Extranet Inbox, using the subject Reviews.

You can read more about who can leave a review in this article.

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