Your agent resources

Customer Support

Know where to turn when you need a hand.

Make it easy for us to help.

Have your booking reference, traveller details and a clear description of what you need ready when contacting the team.

Changes, requests and booking documents.

Open Reservations & Sales, find the booking and choose Manage. You can review the booking, check its conditions, send an enquiry and access the available documents.

Follow the Manage a Booking guide

Urgent travel.

If your request is urgent or travel is within 48 hours, please call rather than waiting for an online enquiry.

Common questions.

FAQs

I can’t see my customer voucher?

Your customer voucher will be emailed to you. There is also a link to it on the confirmation page after you have made the booking, and from within your Reservations section. If you are clicking one of these links but not seeing the voucher, then it is likely that you have a pop-up blocker on your browser that is stopping your voucher from opening.

How to reset passwords?

You can reset your password using the link at the bottom of the sign-in box. Enter your email address, and you will receive a link to reset your password. If you are still having issues.

How do I cancel my booking?

You can cancel your booking by clicking on the ‘Cancel booking link’ next your booking on the Reservations and Sales Report tab. Any refund due will be issued to the original form of payment (credit card or eNett account) and should take around 3 working days to show

What is the difference between a Net Rate and an Online Rate?

Net rates display as the cost that you pay us for the hotel booking – you will need to add your margin to this rate. Our Online available rates are the rates that your customers are likely to see if they were to search online for themselves, and when you book these rates you receive a commission payment from us for the booking. The commission levels are displayed in the search results (commission per night) and on the payment details page (total commission that you will receive). All our rates and availability are dynamic, so to make sure we lock in your chosen room at a great low rate we take payment in full, straight away leaving you to send the voucher to your customer and move on to your next booking!