Access the Billing portal
How do I access the Billing portal?
Only billing users can access the self-service billing portal. To access Little Hotelier's Billing portal:
Log into Little Hotelier
Click on your property name in the top right corner > select Billing from the drop-down menu.
Or, click here for the direct link to access.
Who has access to the Billing portal?
You must be a billing user to access the self-service billing portal. The first billing users are created during your onboarding process.
I can't see the Billing option
Only billing users can access Billing. If you can't see the Billing option when you click on your property name, you may not be a billing user. Contact your primary billing user to get access.
Who is my billing user or primary billing user?
For privacy reasons, our support team cannot share billing user details with other users. If billing users have been set up for your property, contact them directly for access. If no billing users exist yet, contact our support team for assistance.
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
💡 If a setup fee applies, it will be included on your first invoice for that account.
Who receives invoices?
All billing users will receive invoices electronically. Manage these users within the Little Hotelier Billing portal: Billing > Billing users.
Note: billing user e-mail addresses cannot be edited. To update an e-mail address and change who receives invoices, create a new billing user with the correct details and delete the old one.
What happens if I don't pay my invoice on time?
Your billing account status becomes overdue
Access may be restricted
‘Forgot to pay your invoice?’ error message
If your account is restricted, you may be blocked from logging in and will see this error message "Forgot to pay your invoice? We understand invoices can be missed, but access to your account has been temporarily suspended."
You can restore access to your account by paying the overdue amount with credit card or direct debit. If you have paid via bank transfer, contact our support team with receipt of the transfer so we can assist to restore access immediately.
If your account is restricted, you won’t be able to log in to access property name > Billing portal. Instead pay directly here - enter your account number and invoice number.
My account is restricted or suspended - how do I pay my bill?
Important: When your account is suspended due to non-payment, you cannot access billing through the platform (My Apps > Billing menu will not be available). Instead go directly here to make a payment.
How to pay your bill and restore access:
Log in using your billing account number (starting with A00…) and any invoice number from your last PDF invoice
Pay all invoices marked "Overdue" so your total balance is 0.00
Note: If you have multiple account types, such as your Little Hotelier subscription and Demand Plus: we issue a separate account number and invoice for each. Review last month's invoices individually to check for outstanding balances and pay each account separately via https://billing.siteminder.com/en/ (you won't be able to access the Billing portal via invoices.siteminder.com if your account is restricted)
What are the payment options?
Credit/debit card: Instant processing (fastest for reactivation)
Direct debit: Available in specific countries
Bank transfer: Bank account details are displayed when you select Bank transfer as your payment method. May take a few working days to allocate; if paying via bank transfer, send us your proof of payment via email or chat for faster verification
Direct pay link (optional): You can request a single-click payment link for a specific invoice from our support team
Note: Enable autopay in the billing portal to avoid future suspensions.
If you need your account or invoice number or a direct payment link, contact support for assistance.
Log in after paying your overdue balance
If you have paid your overdue balance but still cannot log back in:
Credit card: Wait a few minutes and try to log in again. If you are still unable to log in, clear your browser's cookies and cache and try again. Also check https://billing.siteminder.com/en/ that all separate accounts are paid with no remaining overdue balances (Subscription, Demand Plus)
Bank transfer or PayPal: Submit your proof of payment to our support team
If you are unsure if your payment was successful:
Check your bank records to confirm the payment went through
Go to https://billing.siteminder.com/en/ and check each of your accounts individually for any remaining overdue balances (Subscription, Demand Plus). Enter your account number and invoice number for each account
You won't be able to access the Billing portal via invoices.siteminder.com if your account is restricted)
Where do I find Little Hotelier's bank account details to pay by bank transfer?
Little Hotelier's bank account details are shown when you select Bank transfer as your payment method when paying an invoice.
Log in to Little Hotelier.
Navigate to Property Name > Billing
Find the account with an unpaid balance and click Pay now.
Select Bank transfer as your payment method. The bank account details will be displayed here.
💡 If your account is restricted and you cannot access the Billing portal, go directly to billing.siteminder.com and select Bank transfer when paying your overdue invoice.
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 do I find my Little Hotelier contract?
If you signed up online, the terms and conditions are available here: https://www.siteminder.com/legal/terms-and-conditions/
If you have a signed contract, a copy was sent by e-mail as an attachment or link to the contact person who originally signed up for your subscription. Check that e-mail account and search for e-mails from Little Hotelier sent around the time the contract was signed. If you can't find the original e-mail or contract, contact our support team.
How can I update my automatic payment method?
To update the payment method used for automatic payments
Click on your property name > select Billing.
Select Accounts.
Find the account to update and click Enable automatic payment (or Update payment method if already active).
Select Credit card or Direct debit.
Enter your payment details and click Save.
This updates the method that will be used to pay Little Hotelier invoices.
How can I view or update my payment method?
Click on your property name > select Billing.
Go to the Accounts tab.
Find the relevant account
Click Update payment method
Here you can view and update your payment method.
How can I update my invoice details?
To update details that appear on your invoice such as your company name, address, purchase order number or tax number, contact our support team (must be a billing users or the main contact at your property).
Who can request invoice changes: Only Billing users or the Main contact at your property can submit these requests to update invoice details due to security reasons.
Can I change my billing frequency?
To change the frequency in which your invoices are billed for your subscription, (change your plan to monthly, quarterly, or yearly), please contact our support team (the request must come from the main billing user).
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.
Booking fees may apply depending on your subscription type and region, and may include manual reservations depending on your subscription.