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Common questions

Request a demo or a one-to-one chat with one of our consultants, or get in touch by phone or email: 1 (800) 913-2939 sales@eviivo.com

The booking came via Expedia, Hotels.com, Booking.com, LateRooms, Airbnb or HRS

If the guest booked on one of these travel agencies’ websites then the only way to cancel and 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 are able to do this yourself by clicking on the no-show button in your eviivo diary.

The booking came via any other source, including your website

To process a cancellation and refund for the booking simply locate the booking in your eviivo diary, then click on the ‘cancel’ button and follow the instructions to refund.  As soon as you have confirmed the cancellation eviivo will immediately refund the booking based on your instruction.  Even if you have not received payment for that booking yet, don’t worry. If eviivo or the travel agency is still holding the payment, eviivo will refund the guest out of the eviivo or travel agency account automatically, provided you clicked on the cancel button in the system.  It is important that you click on cancel as soon as you know of the cancellation, to ensure that the guest is properly refunded.  If you do not you may be liable for administrative charges.

If you’ve forgotten your password we are unable to reset it on your behalf. You will need to reset your password as follows;

  1. Go to https://on.eviivo.com/Account/Login
  2.  Click on Forgot Password and follow the instructions on the screen

Note: If you have forgotten the answer to your memorable security question you may not be able to reset your password yourself and will need to contact us during normal opening hours (Mon-Fri 9am-7pm, or weekends & bank holidays 10am-5pm).  This is for your own protection to prevent anyone else from gaining access to your account. You may also send an email to password@eviivo.com.  To help us deal with this promptly, type the word ‘PASSWORD’ in the subject header and include your full name, your property name, your property postcode and a contact number where we can reach you within the following 24hours.  If this information is incomplete we will be unable to deal with the security reset.

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

  1. Search help pages and get answers to the most commonly asked questions screen by screen
  2. Chat with a Customer Support agent right away via Live Chat, seven days a week (9am-7pm on weekdays, 9am-1pm at weekends & bank holidays) and more efficient than queuing on the phone!
  3. Log your support query with our Customer Services team, with a guaranteed 24hr turnaround.  To do this click on “chat with an expert” and type your query in the left side of the screen.
The booking came via Expedia, Hotels.com, Booking.com, LateRooms, Airbnb or HRS

If the guest booked on one of these travel agencies’ websites then the only way to cancel and 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 are able to do this yourself by clicking on the no-show button in your eviivo diary.

The booking came via any other source, including your website

To process a cancellation and refund for the booking simply locate the booking in your eviivo diary, then click on the ‘cancel’ button and follow the instructions to refund.  As soon as you have confirmed the cancellation eviivo will immediately refund the booking based on your instruction.  Even if you have not received payment for that booking yet, don’t worry. If eviivo or the travel agency is still holding the payment, eviivo will refund the guest out of the eviivo or travel agency account automatically, provided you clicked on the cancel button in the system.  It is important that you click on cancel as soon as you know of the cancellation, to ensure that the guest is properly refunded.  If you do not you may be liable for administrative charges.

If you’ve forgotten your password we are unable to reset it on your behalf. You will need to reset your password as follows;

  1. Go to https://on.eviivo.com/Account/Login
  2.  Click on Forgot Password and follow the instructions on the screen

Note: If you have forgotten the answer to your memorable security question you may not be able to reset your password yourself and will need to contact us during normal opening hours (Mon-Fri 9am-7pm, or weekends & bank holidays 9am-1pm).  This is for your own protection to prevent anyone else from gaining access to your account. You may also send an email to password@eviivo.com.  To help us deal with this promptly, type the word ‘PASSWORD’ in the subject header and include your full name, your property name, your property postcode and a contact number where we can reach you within the following 24hours.  If this information is incomplete we will be unable to deal with the security reset.

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

  1. Search help pages and get answers to the most commonly asked questions screen by screen
  2. Chat with a Customer Support agent right away via Live Chat, seven days a week (9am-7pm on weekdays, 9am-1pm at weekends & bank holidays) and more efficient than queuing on the phone!
  3. Log your support query with our Customer Services team, with a guaranteed 24hr turnaround.  To do this click on “chat with an expert” and type your query in the left side of the screen.

Sales

Request a demo

US: +1 (512) 499-2620

UK: 0800 422 0088

France: +33 (0)182 887 917

Germany: +49 (0)32 221 094 701

Ireland: +35 (0)376 888 6055

Italy: +39 (0)694 801 487

Portugal: +35 (0)1308 807 980

Spain: +34 (0)911 876 648

International: +44 (0)203 103 3500

Support

Log into eviivo suite and click on Help to chat with us

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