Understanding additional invoices

There are various types of additional invoices that you may be issued. Other than the commission invoice, you may also receive the following types of invoices: customer complaint invoice, incorrect reporting invoices, debit notes and credit notes. 

For more information regarding the monthly commission invoices issued to you, please read this article about understanding our commission.

What’s in this article:

General information

All invoices are emailed and can be viewed and downloaded in the extranet. If you have any questions regarding additional invoices, please contact us by doing the following:

1. Log in to the extranet
2. Go to Inbox and click Booking.com Messages 
3. Select Contact us in the drop down menu and then click either Compose new message or See contact options
4. Select the topic Reservations and subtopic Other

Customer complaint invoices

A customer complaint invoice will be issued due to a relocation, double-booking (i.e. overbookings), incorrect charge or guest complaint. These invoices are issued once a month.

If you receive a customer complaint invoice then you will also receive a message via the extranet inbox from our customer service informing you of the additional charge. The invoice will also include a brief description of the reason it was issued and the reservation number of the relevant booking.

Incorrect reporting invoices

An incorrect reporting invoice is issued for the incorrect reporting of no-shows. These invoices are issued once a month. 

When a booking is marked as a no-show, the guest also receives a message to verify this information. If the guest reports that they have stayed at the property or they have been charged for the reservation, then commission will be charged on this invoice. You will receive a notification via email when this occurs. The invoice includes the reservation numbers that have been reported incorrectly. 

Debit notes

A debit note is issued if a reservation is modified/cancelled but the guest has stayed. It may also be issued if the booking is cancelled on our platform and turned into a direct booking. In these cases, the commission will be charged. These invoices are issued once a month.  

This invoice is similar to an invoice that’s issued for an incorrectly reported no-show. It is also displayed as ‘Debit note’ on the extranet’s Finance page. The invoice includes the reservation number of the relevant booking. 

There are additional debit notes that are issued in rare cases where there is strong proof of a pattern of commission avoidance. This invoice type can not be disputed and is issued once in three months, followed by an email communication. 

Credit notes

A credit note is issued to correct a previous invoice where you are owed money. They hold a credit, which can be used towards a future or existing unpaid invoice. The credit note always includes an invoice reference number or an overview of reservation numbers. These invoices are issued throughout the month.

You can find more information about credit notes here.