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Common questions

You can subscribe online by clicking here. Alternatively, if you have any questions, you can request a demo or a one-to-one chat with one of our consultants.

Or you can get in touch by phone or email:

0800 422 0088
sales@eviivo.com

If the booking came via Expedia, Hotels.com, Booking.com, Agoda, Airbnb, TripAdvisor or HRS, then the only way to cancel and/or refund the booking (before check-in) is for the guest to do so directly with the travel agency.   Once the check-in date has passed, you will be able to cancel the booking yourself, by clicking on ‘Cancel’ and then on the ‘No-show’ tab in your eviivo diary.  We recommend that you do so within 48hrs to ensure the No-Show is reported accurately to avoid commission charges.

If the booking came via any other source, including your website,  then simply locate the booking in your eviivo diary, click on the ‘Cancel’ button and follow the instructions on the screen.  Even if you have not received payment from eviivo for that booking yet, don’t worry. eviivo suite knows exactly what account to apply the refund to.  When you press cancel and confirm the amount to be refunded, this is how you instruct eviivo to refund the guest automatically.  Not doing so drives unnecessary delays and may lead to guest dissatisfaction, or additional administrative charges.

If you have forgotten your password, our agents are unable to reset it on your behalf.  This is for your own protection to prevent anyone else from gaining access to your account.  You need to reset your password as follows: –

Go to https://on.eviivo.com/Account/Login

Then, click on Forgot Password and follow the instructions on the screen.

If you are unable to do so, and have forgotten the answer to your memorable security question you ill need to contact us during normal opening hours (Mon-Fri 9am-7pm, or weekends & bank holidays 10am-4pm).  Or send an email to password@eviivo.com.  Use the word ‘PASSWORD’ as your email subject, your property name and postcode, and a contact number where we can reach you.  If you are not the main account administrator, we may ask that your account administrator authorises access for you.

Log into eviivo suite and click on the HELP button in the top right corner. From there, you will be able to:

  1. Chat with an expert right away via Live Chat, seven days a week (9am-7pm on weekdays, 10am-4pm at weekends & bank holidays) and more efficient than queuing on the phone!
  2. Search Help and eviivo University to find answers on the most commonly asked questions, browse Help screen-by-screen, or replay our Quick How-To videos.
  3. Log your support query with our support team, with a guaranteed 48hr turnaround.  Click on Help, then on Ask eviivo, and type your query on the left side of the screen.

eviivo are a software company and our systems enable accommodation providers to sell their rooms and collect payments online. If you see ‘eviivo Ltd.’ or ‘Hotel paid by eviivo’ on your statement or bank account, this is because the accommodation is using the eviivo system.  Any representation made to you online, or on your booking confirmation, is supplied by the accommodation provider directly.

Have you booked a hotel, B&B, guest house or any other type of accommodation recently?  Please check your booking confirmation email.

If your confirmation states that part or all of the reservation was paid in advance, then the prepaid amount on your confirmation will match the amount which appears as ‘eviivo’ on your card or bank statement.  The accommodation provider should not charge you again.

If your confirmation states that the reservation is to be paid later, on arrival, then nothing was charged to your card at the time of booking, but your card may have been ‘pre-authorised’.  A pre-authorisation is NOT a charge and no money was taken from your account.  However, some banks consider a pre-authorisation to be a future obligation, and, depending on your circumstances, use this information to reduce the spending limit available on your card.  This remains a matter between you and your bank.

If your booking is subject to cancellation fees (as shown on your booking confirmation) the accommodation provider may have charged late cancellation fees to your card, once these become non-refundable as the cancellation deadline has passed.  Please contact the accommodation provider to check if have they have done so.  You should not be charged again and the accommodation must clearly deduct these from your final bill at check-out.

If your booking was prepaid in part of in full via an online booking site like Expedia, Hotels.com, Booking.com, Agoda, HRS or TripAdvisor, please contact the travel site directly as they would hold and manage your payment until some time after your stay, and eviivo and the accommodation provider are unable to address your query.

If you believe that neither of the above scenarios apply and that a payment has been made in error, then please contact your accommodation provider to request a refund, and put reservations@eviivo.com in copy.   Please be aware that, for legal reasons, eviivo requires the accommodation provider’s specific system instruction to process a refund.  There may be delays as we investigate the circumstances of the refund with the accommodation provider.  99% of the cases we investigate are linked to the fact that the accommodation provider had not processed the refund in the system.  In the event of a system error on our part eviivo always actions the refund immediately.

Your Booking Terms and Conditions state clearly that any aspect of your stay, or the quality of the accommodation services provided, are entirely between yourself and the accommodation provider.  Any representation made online, or on your booking confirmation, is supplied by the accommodation provider directly.  eviivo are not a travel agency we are a software provider.  We generally do our best to help but we cannot guarantee any outcome as your booking is managed by the accommodation directly.  Therefore: –

If you have already completed your stay and were not happy with the service, any refund remains at the discretion of the accommodation provider and eviivo cannot influence this.

If you have not checked-in yet, please open your booking confirmation and click on “manage my booking” to cancel your booking.  Your card will automatically be refunded (subject to any applicable late cancellation fees).  If this option is not available, you must seek a refund from the accommodation provider directly and ensure they process the refund in the system.

If you have arrived at the property and/or were refused a stay, please send an escalation email to reservations@eviivo.com.  Type the word REFUND in the subject header and provide your booking reference, check-in date, full name, and the name of the accommodation.  We need this information in order to locate your booking in our system.  There may be some delay as we need to investigate this with the accommodation provider.

To cancel your booking open your confirmation email and click on ‘Manage my booking’ .

This option may not be available to you, as Accommodation Providers can elect to disable it, and insist that guests contact them directly instead.   If so, you should contact the accommodation provider and ask that they cancel your booking in their system.  Your card will be refunded automatically (subject to any late cancellation fees).    Cancellation fees will be deducted where applicable, unless the accommodation provider specifically instructs the system to waive the fees.

If the booking was made via an online booking site like Booking.com, Agoda, Expedia, Hotels.com, Airbnb, HRS or TripAdvisor, you must contact the travel agency directly as they will hold your booking and any prepayment until some time after you check out.  Neither eviivo nor the accommodation provider are able to intercede.

First, check your booking confirmation.  If the booking was prepaid via an online travel agency like Expedia, Booking.com, Airbnb, Hotels.com, Agoda or HRS you must contact the Travel Agency.  It is normal practice in the travel industry that Travel Agency bookings can only be cancelled or refunded via the Travel Agency.

Otherwise, if the booking was made in any other way, our systems will refund your card automatically, provided that: –

(1) you cancel the booking online yourself, via the “manage my booking” link on your confirmation, or

(2) the accommodation provider cancels your booking and enters the relevant refund instruction in our system.

eviivo are a system supplier, not a travel agency. For legal and security reasons, we cannot cancel or refund your booking without a system instruction.  If late cancellation fees apply, we cannot waive them without the consent of the accommodation provider.   If the accommodation provider is unable or unwilling to process your refund please escalate your case to reservations@eviivo.com.   To help us identify your booking promptly, type the word REFUND as your email subject, and provide your booking reference, check-in date, and the name of the accommodation.  Please be patient as these escalations may take some time to investigate.

When you review your bill at checkout, always refer back to your original booking confirmation.

If you have prepaid part or all of your reservation online, the amount prepaid will be stated very clearly on your confirmation.  Make sure that you are not charged this amount again by the accommodation provider at check-out.

If you have been charged for late cancellation fees ahead of your stay (i.e. once the deadline passed), make sure these are deducted from your final bill at check-out.

If you have been charged in error when you checked-out, you must obtain your refund from the accommodation provider.

eviivo takes immediate action and full responsibility for a refund linked to a system error.  Over 99% of all refunds we investigate are linked to the fact that the accommodation provider did not process the refund in the system.

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US: +1-800-913-2939

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International: +44 (0)203 103 3500

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