Important to know:
To go to Billing, click on your Property Name in the top right hand corner and select Billing from the drop down list
Only billing users can access the self-service billing portal
How can I access the Billing portal?
Accessing the Billing portal requires a billing user account. To go to Billing, click on your Property Name in the top right hand corner and select Billing from the drop down list
When will I receive my invoices?
Little Hotelier sends invoices electronically to your billing users at different times, depending on your subscriptions:
Subscriptions: sent at the beginning of the month and cover the upcoming month’s charges
Demand Plus: sent mid-month and reflect charges from the previous month
Who receives invoices?
All billing users will receive invoices electronically. Manage these users within the Little Hotelier Billing portal.
What happens if I don't pay my invoice on time?
If you haven’t paid your invoice by the due date, the associated billing account will reach an Overdue status until the pending amount is fully paid. If an invoice is overdue, your access may be restricted or your subscription may be cancelled.
To avoid restricted access due to an overdue invoice:
Pay by due date: bank transfers can take more than five days to be successfully processed;
Enable automatic payments
Once you pay the overdue amount (using a credit card or direct debit), your account is automatically enabled in a few minutes.
Can I download my invoice and payment history?
While Little Hotelier doesn't offer direct downloads of account statements, you can export your invoices and payment history as CSV files through the Billing portal.
Here's how:
Click on your Property Name in the top right hand corner and select Billing from the drop down list
Click on Invoices
To download your invoice history, click on Invoices and then Export as CSV
To download your payment history, navigate to Payments and click Export as CSV
How do I pay my invoice?
To pay an invoice:
Click on your Property Name in the top right hand corner and select Billing from the drop down list
On the Overview tab, locate the account with an outstanding balance
Click Pay Now to initiate payment
Choose to pay manually using a credit card or direct debit (if available in your region). While paying, you have the option to enable automatic payments for future invoices.
Notes:
Credit card and bank transfer are accepted globally, while direct debit is only available to properties located in: United Kingdom, European Union (Single Euro Payments Area countries only), United States, Australia, and New Zealand.
Depending on your location and bank, you might receive a prompt to verify the payment via your registered mobile phone.
How can I download a copy of my invoices?
Download a copy of your invoices via the Billing portal > Invoices. Click download to export it as a PDF file.
How can I update my automatic payment method?
To update the payment method used for automatic payments, click on your Property Name > Billing > Accounts > find the account with the payment method you want to update and click on Update payment method.
How can I update my invoice details?
To update the address, purchase order number, or tax number shown in your invoices for tax or internal purposes, please contact our support team.
What are the payment terms outlined on the invoice, regarding deductions, set-offs, or any other adjustments?
The payment terms outlined in the invoice establish that payment of all fees must be made by the due date specified in the invoice, in cleared funds, without any deductions, set-offs, or counterclaims of any nature, including taxes, levies, imports, duties, charges (inclusive of intermediary bank charges), or fees.
What if I have a question about taxes on my invoice?
If you have any questions regarding the taxes applied on your invoice, such as VAT, GST or sales tax please contact our support team.
For customers in Australia, South Africa, Malaysia, the United Kingdom, or the United States, Little Hotelier will include any applicable VAT, GST, or State Tax on your invoice based on your location.
Why am I having trouble paying my invoice?
Here are some common reasons why a payment might fail and how you can troubleshoot them:
Insufficient funds: before attempting a payment, double-check your bank account balance to ensure it covers the full invoice amount.
Payment authentication: some banks require additional verification steps like one-time passwords (OTPs) sent to your phone. Be sure to respond promptly to these prompts to complete the transaction.
Transaction blocked by bank: banks might block transactions exceeding certain limits. Check your bank's policies or contact them directly if you suspect this might be the issue.
Expired Card: verify that the credit or debit card you're using is not expired. Update your payment information if necessary.
Network or Technical Issues: ensure you have a stable internet connection when processing your payment.
Notes:
If this is your first invoice payment, your bank might flag the transaction for security reasons. This is common for unusual spending patterns or transactions from a new location. Contact your bank and inform them about the payment.
The primary billing user will be sent an email if a payment fails.
My automatic payment has failed, what happens?
Little Hotelier will automatically attempt the payment again six days after the initial failed payment.
Why do some of my billing accounts have automatic payment enabled and some don’t?
Automatic payments aren't enabled by default for all billing accounts. You'll need to set up automatic payments individually for each account you want them on.
Click on your Property Name in the top right hand corner and select Billing from the drop down list
Click on Accounts
Check and enable automatic payments for each account as needed
If I have an automatic payment set up, can I pay an invoice before its due date?
Even if you have automatic payments enabled for your invoice, you can still make a manual payment before the due date. If your manual payment reaches our bank account before the due date, it will take precedence and cover the invoice.
How do I dispute an invoice?
If you believe a charge on your Little Hotelier invoice is incorrect, you can dispute it within 15 days of receiving the invoice. To dispute an invoice, your property’s main contact needs to contact our support team and send a dispute request in writing.
Note:
This dispute process applies to all Little Hotelier invoices except those related to Demand Plus
For Demand Plus invoices, the process differs slightly. You have until the 7th day of each month to reconcile your Demand Plus statement for the previous month. Go to My apps > Direct Booking > Setup > Integrations > Demand Plus.
What are Booking fees?
Booking fees is a tab within the Billing portal, allowing you to view all booking fees associated with a commission-based subscription (Little Hotelier Basics and Flex) or product (Demand Plus). See a breakdown of how booking value fees are calculated and the billable amount for each transaction by status of pending or invoiced.