How do I access the Billing portal?
Navigate to Property Name in the top right corner
Select Billing
Note: Only billing users can access the self-service billing portal.
Invoices and payments
When will I receive my invoices?
We send invoices electronically at different times depending on your subscriptions:
Subscriptions: Beginning of the month for upcoming charges
Demand Plus: Mid-month for previous month’s charges
Who receives invoices?
All billing users will receive invoices electronically. Manage these users through the Little Hotelier self-service billing portal.
How do I pay my invoice?
Navigate to Property Name > Billing
Select the Overview tab, locate the account with an outstanding balance
Click Pay Now
Choose payment method:
Credit card
Direct debit (available in UK, EU SEPA countries, US, Australia and New Zealand)
Note: You may receive a mobile verification prompt to verify payment depending on your location and bank.
How do I enable automatic payments?
You’ll need to set up automatic payments individually for each account.
Navigate to Property Name > Billing
Select Accounts
Find account to update
Click Update payment method
What happens if my automatic payment fails?
We’ll automatically attempt the payment again six days after the initial failed payment. The primary billing user will receive an email notification if payment fails.
Can I pay before the due date with automatic payments enabled?
Yes, you can still make manual payments even with automatic payments enabled. If your manual payment reaches our bank account before the due date, it will cover the invoice instead of the automatic payment.
Managing your account
How can I update my payment method?
Navigate to Property Name > Billing
Select Accounts
Find relevant account
Click Update payment method
How do I update invoice details?
Contact our support team to update address, purchase order number or tax number.
How can I access my payment history?
To export your invoices and payment history as CSV files:
Navigate to Property Name > Billing
For invoices: Select Invoices > Export as CSV
For payments: Select Payments > Export as CSV
Payment issues
Why can payments fail?
Common reasons include:
Insufficient funds
Missed payment authentication prompts
Bank transaction limits
Expired cards
Network or technical issues
Note: First time payments may be flagged by your bank for security. Contact your bank.
What happens if I don't pay on time?
Your billing account status becomes overdue
Access may be restricted
Subscription may be cancelled
To avoid restrictions:
Pay by due date (allow five days for bank transfers)
Enable automatic payments
Billing queries
How do I dispute an invoice?
Standard invoices: Submit a written dispute within 15 days of receipt via your property’s main contact
Demand Plus invoices: Reconcile your Demand Plus statement by the 7th of each month (go to Distribution > Demand Plus)
What are the payment terms?
All fees must be paid by the due date in cleared funds, without deductions for:
Set-offs
Counterclaims
Taxes
Levies
Imports
Duties
Charges (inclusive of bank charges)
Fees
What about taxes on my invoice?
Contact our support team for specific tax queries on your invoices (such as VAT, GST or sales tax)
If your property is located in Australia, South Africa, Malaysia, United Kingdom or the United States, you’ll see applicable taxes such as VAT, GST or state tax automatically included on your invoice
Booking fees
What are Booking fees?
The Booking fees tab shows:
All booking fees associated with a commission-based subscription
Demand Plus booking fees
Breakdown of how booking fees calculations
Transaction status (pending or invoiced)
Other
Does Little Hotelier use Stripe?
Little Hotelier Pay is our integrated payment solution that we've built specifically for hotels. To provide you with secure, reliable payment processing, we've partnered with Stripe - one of the world's leading payment infrastructure providers.
Here's how it works:
Little Hotelier provides the hospitality-specific technology and integration
Stripe powers the underlying payment processing infrastructure
This partnership combines our deep understanding of hotel operations with Stripe's robust, secure payment technology
Think of it like this: Little Hotelier Pay is your complete payment solution designed for hotels, while Stripe works behind the scenes as the secure payment processor that handles the actual card transactions, compliance, and global payment methods.
This means you get:
Bank-level security and PCI compliance through Stripe's infrastructure
Seamless integration with your existing Little Hotelier tools
Access to multiple payment methods and currencies
Simplified reconciliation and reporting in one place
Your funds are processed securely and deposited directly to your designated bank account according to your payout schedule.