Why haven't I been paid for a booking?

Modified on Thu, 15 Jun 2023 at 02:40 PM

We appreciate that our customers want to know when they'll receive payment for bookings. In order to make payments, we require specific information to be added to your Travelnest account.

Information required to pay you for bookings:

Please ensure the following information is up-to-date in your Travelnest account. This information is mandatory in order to receive payment.

Enter all your Bank account information in the Business and payment details section of your Travelnest account. This is found under the Account dropdown. You can review this information and check it has been added correctly here.
Add both your correspondence and business addresses in the Business and payment details section of your Travelnest account. This is found under the Account dropdown. This information can be added here.

All payments for bookings are made after guest arrival:

Payments are processed every Wednesday for bookings that have arrived in the previous calendar week. For example, if a guest checks in between Monday the 1st and Sunday the 6th of the month, payment will be made to you the following Wednesday 10th. Check our payment guide here.

Our accounts team will email you a payment statement on Wednesday that a payment has been made to you. If you have received the statement this means Travelnest has processed the payment from our account, but it may not yet show in your own bank account.

If your property is priced in GBP in your Travelnest account, your payment can take 2-3 days to reach your account after it has been paid out by Travelnest. This time frame is based on the bank's BACS payment processing time and is outwith our control. Your payment should arrive in your account by Friday.

If your property is not priced in GBP in your Travelnest account, your payment can take up to 4 days to reach your account after it has been paid out by Travelnest. This time frame is dependent on the bank's processing time and is outside our control.

Further Support:

For more information and examples, please see our payment guide. If you need more clarification, contact our customer support team, who can help you retrieve your email address. You can find information on how to contact our customer support team by selecting here.