Reporting a payment discrepancy

If your monthly report doesn't match your own records, raise it with our finance team and we'll check it. Corrections in your favour are applied in the next billing cycle rather than paid separately, so it's worth raising as soon as you spot something.

Before you start

• Have the report you're querying, and the period it covers.
• Work out which Booking IDs are affected and what you expected against what the report shows.
• Cross-check against the Bookings dashboard — filter to the same period and compare the Net price column.

Tip: Before raising it, check whether the difference is a timing one. Reports cover bookings by the month they were made, not the month the guest travels, and cancellations or refunds actioned after the report was generated land in the following cycle.

Step 1 — Open the request form

• Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
• Click Submit a request.
• Choose Finance.

Step 2 — Select the issue

Under “How can we help you?”, choose Raise discrepancy in the last payout.

Step 3 — Explain the discrepancy

Give the request a clear Subject naming the period, then use Description to set out:

• Which report and period you're querying.
• The affected Booking IDs.
• What the report shows, and what you expected.
• The difference in total.

Attach your own statement or a spreadsheet of the affected bookings in the attachments section — a side-by-side comparison is the fastest way for our team to see what you're seeing.

Click Submit.

What happens next

Our finance team reviews the request and takes the necessary action. If more money is due to you, the correction is applied in the next billing cycle rather than paid as a separate transfer.

Frequently asked questions

Will I be paid the difference straight away?
No. Corrections are adjusted into your next billing cycle, so the amount arrives with your next payout rather than separately.

A booking is missing from my report entirely.
Check the booking date first — reports go by when the booking was made. If it was made in the reported month and still isn't there, include the Booking ID and raise it.

The amount per booking is lower than I expected.
Compare against the Net price column on the Bookings dashboard, which is the amount after commission. If it still doesn't match, raise it with the Booking IDs.

Cancelled bookings appear on my report.
Cancellations actioned after the report was generated show in the following cycle. If a cancellation from an earlier month is still being counted, raise it with the Booking IDs.

Is there a deadline for raising a discrepancy?
Raise it as soon as you notice. The longer the gap, the more cycles have to be unpicked to correct it.

I haven't received the report at all.
That's a different option — see Reporting a missing payment.

Can I query several months at once?
Yes. Cover them in one request, but keep the Booking IDs grouped by month so it's clear which cycle each belongs to.

Still not resolved? Reply on the same ticket rather than raising a new one, so the full history stays together.