onyx travel agent commission

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COVID-19 Update

We are here to support you during this unprecedented time, and we want to reassure all our clients that commissions are continuing to process as scheduled and without disruption or delay. We understand the especially critical nature of cash flow during this time. Onyx is committed to doing our part to service our clients, and our support teams are available to assist you. Contact [email protected] with any questions related to your commission processing. Check out the Onyx corporate blog for the latest coronavirus news and updates from around the industry.

Agency FAQs

User guides, frequently asked questions for hotels, how can i locate outstanding inquiries for my property, what are the steps for entering inquiry closures, what if a travel agency disputes a previously reported closure or guest stay, how do i log out of the customer service application, where can i go for additional help.

1. From the left-side menu, select 'Inquiries'.

2. From the search filters, select Inquiry Status= Open and, in the "Hotel Filters" tab, select the desired brand and property.

3. Click the search button.

1. Once any open inquiries are listed for your property in the search results (see above question), select the inquiry record to be closed by clicking on the "Inquiry #" link.

2. In the 'Inquiry Details' screen, double-check the Guest Name, Confirmation, Arrival and Departure date, to ensure that you are working with the correct inquiry.

3. If you are working with the correct inquiry, choose a Resolution Reason from the dropdown menu and complete any required fields. The "Resolve Inquiry" button will stay greyed out until all required fields are entered.

4. Review the "Payment Agreement" and check the box.

5. Click "Resolve Inquiry". The inquiry will now be in status Closed.

At times, a Travel Agency may disagree with a previously reported inquiry closure or with a previously reported guest stay identified as non-commissionable, no-show, or cancel and will open what is known as a "Dispute" Inquiry.

In the inquiry search results, any disputed inquiry will display the "Dispute" Type.

1. Click on the "Inquiry #" link to be taken to 'Inquiry Details' and review the dispute reason and any back-up information that the Travel Agency may have supplied.

2. Close the inquiry by following the same steps specified in the response to the above question.

In order to log out, select the "Sign Out" option from the menu displaying your username, which is situated at the upper right corner of the window.

Please contact Onyx CenterSource, Inc. for questions or to receive information about the Customer Service application. Contact the toll-free Help Desk at: 1 (888) 417 4811 or email us at: [email protected]

Frequently Asked Questions for Agencies

Why is my login not working why am i getting a message saying insufficient privileges/ access denied, how can i locate outstanding inquiries for my agency, how can i find out if a commission has been paid, how do i know the total stay value or any other booking commission details for an individual guest stay, what if my inquiry is open longer than 30 days with no response, how can i view the status of the inquiry for my agency, what if i have not received a payment that shows to be issued in payment history, the stay i was looking for shows that the guest cancelled his stay. i know for certain that the guest did stay, what action should i take, the system says a guest stay was commissionable, but the amount shown is zero, how can i see if a check has been issued for my agency, how long does it take to research an inquiry and will i be notified, where can i get additional help.

Please contact the Onyx CenterSource Help Desk at 1 (888) 417 4811, or email [email protected]

2. From the search filters, select Inquiry Status= Open.

1. Go to 'Transaction Search' screen from the left-side menu.

2. Enter the search criteria - e.g. Guest Last Name, Arrival Date and Brand Name.

2. Enter the search criteria - e.g. Guest Last Name, Arrival Date and Brand - and click the search button.

3. Once the search results are displayed, click on the Guest Name to be taken to the 'Transaction Details' screen. The Booking Commission Details card displays the total stay value, the gross commission and any adjustment amounts.

4. Keep in mind 0.00 values mean the guest stay was either cancelled, no-show, or non-commissionable. A status badge included at the top of the Booking Commission Details card will specify that.

If you know the inquiry number, select 'Inquiries' from the left-side menu. Enter the inquiry number as a filter and click the search button. Otherwise, you may use other hotel or agency filters available to find the inquiry.

If the method of your payment is check then please allow ample time for the payment to be sent via the postal service. If sufficient time has passed or your payment is of an electronic method, then contact Onyx CenterSource. Help Desk at 1 (888) 417 4811, or email [email protected]

Contact Onyx CenterSource and request that a dispute inquiry be created. It is necessary to provide Onyx CenterSource with a 'proof of stay' i.e. credit card bill, room folio in order to dispute a reported transaction.

Some hotels are limited in reporting the record type. If a transaction has 0.00 values the transaction is non-commissionable. If you would like to dispute, contact Onyx CenterSource to create an inquiry. In order to dispute a non-commissionable stay, you must be able to provide the hotel contract or a rate code, as proof booking was commissionable.

1. Select 'Payment History' from the left-side menu.

2. On the Payment History screen, select the "Current Period" option or other date ranges from "Date Filters". The Payment Status column in the search results will indicate whether the check is issued or not issued.

Because commissions are processed on a monthly basis, hotels are given 30 business days in which to respond. Please check the inquiry status through 'Inquiries' regularly to have the most updated information.

Please contact Onyx CenterSource for questions or to receive information about the Customer Service application. Contact the Help Desk at 1 (888) 417 4811, or email [email protected]

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Commission faqs, general commission questions, what is marriott’s commission policy.

Marriott’s Commission Policy can be found here .

How often does Marriott process commissions?

Marriott International serves as a central processor and facilitator of consolidated commission payments for more than 8,500 hotels globally, providing you with one weekly payment and statement in your choice of more than 35 currencies. Marriott centrally processes, on behalf of participating Marriott-branded hotels, commissions owed to travel agencies that have an active and valid accreditation/membership with at least one of the following: ARC, IATA, IATAN, TIDS, or CLIA 1 . Marriott will process commissions for consumed reservations booked at commissionable rates, provided that the industry accreditation/membership number is present at the time of booking. All published rates and packages available to the general public with no qualification required are commissionable. Reservations must be booked via the GDS , Marriott.com , travelagents.marriott.com , or via telephone .

1 Your MyCLIA profile must include your Employer Identification Number (EIN).

What rates are commissionable?

All published rates and packages available to the general public with no qualification required are commissionable.

How can I view or research my commission payments?

Use Marriott’s Commission Portal to view commission statements, research individual commissions, submit commission inquiries and questions, and manage commission payments. If you are an Onyx CenterSource member agency, log on to www.onyxcentersource.com to view your statements.

How do I research my commissions?

Use the Research Commissions feature on Marriott’s Commission Portal to locate a past booking and view the status of the commission. If the reservation cannot be located after performing the search, submit an online inquiry through the Commission Portal for Intermediary Partner Care to research. Note: Marriott will only accept inquiries for missing commissions between 45 days and 12 months after guest departure.

Once an inquiry is resolved, the status of the commission will be reflected on your commission statement on the Commission Portal.

Onyx CenterSource Member agencies must submit inquiries directly to Onyx CenterSource .

I booked a commissionable rate, why is it showing up on my statement as non-commissionable?

If the guest requests a different rate at check-in, and is eligible for such, Marriott will accommodate the guest’s request if that rate is available. If the new rate is non-commissionable, no commission will be paid. If, however, the rate is commissionable, commission will be paid. In consideration of our travel agency partners, Marriott associates will not initiate with our guests the subject of changing the rate originally confirmed by a travel agency.

Do I get paid commission on no-shows or cancellation fees?

Marriott only pays commission on actualized room revenues at commissionable rates. Fees assessed by the hotel for cancellations after the specified cancellation time or no-shows are not commissionable. Please review the hotel's cancellation policy when booking a reservation.

Commission Payment/Statement Questions

Can i have my travel agency commissions deposited to my bank account.

For US agencies, Marriott supports direct deposit in US Dollars. For non-US-agencies, direct deposit in foreign currency or cross-border wire is available through our processing partner Onyx CenterSource. Please visit the Direct Deposit page on the Commission Portal to sign-up. Onyx Member agencies must sign up through Onyx. The initial direct deposit request process typically takes up to 10 business days. You should check the direct deposit status 10-14 days after submitting the initial request. The first commission payment will be remitted to your U.S. bank account approximately 30 days after receipt of your request. An email confirmation will be sent each time a direct deposit payment is made. If direct deposit payments are not received after that time, log back in to check the status and correct the banking information, if needed, and resubmit the request. If there are any questions, contact Intermediary Partner Care at 1-800-831-3100, option 3.

What currencies does Marriott support for commission payment?

Marriott supports commission payments in USD and 35 different foreign currencies through our banking partner. To view the most current currency offering, please visit the Direct Deposit page to explore your options.

What if the commission paid amount is wrong?

If you believe the rate of commission you were paid was incorrect, submit an inquiry on the Commission Portal . Commissions are paid according to the Preferred Travel Agency Program .

How can I view my commission statement?

View your commission statement on the Commission Portal by navigating to the commissions menu and selecting " View Statements ".

How long are commission statements available for viewing on Marriott’s Commission Portal?

Agency commission statements are available for viewing on Marriott’s Commission Portal for up to one year.

Why are there no commission statements available?

Commission statements are displayed for up to one year. If you believe you are missing a commission, use the Research Commissions tool on the Commission Portal to begin a search, or submit an inquiry for a missing commission greater than 45 days after guest departure.

Why are there "local currency" and "paid currency" fields on my commission statement and in the search commission result?

Marriott hotels outside of the United States often operate in the currency of the country in which they are located. If you book a reservation at a Marriott property that operates in a different currency than the one in which you have elected to be paid, the "local currency" field helps you reconcile the booking to the actual value of commission paid to you.

What is the benefit of the reporting feature on the Commission Portal?

The Commissions Reporting tool enables you to generate commission payment reports at either Summary or Detail level for a specific date range.

I received my commission check in the mail, but it didn’t have an accompanying statement with it. Why not?

Privacy, security, and responsible & sustainable business practices are top priorities for Marriott International. We believe that how we do business is as important as the business we do. To support these efforts and our sustainability and social impact platform, Serve 360: Doing Good in Every Direction , commission statements are only delivered via the Commission Portal . Paper commission statements are available upon request by contacting Intermediary Partner Care .

Can I have commission payments for all my agency locations consolidated into one payment and one statement?

Marriott supports consolidation of commissions to a single IATA location. If you would like to explore this option, please reach out to Intermediary Partner Care .

Marriott Commission Portal Questions

What is mi partner privileges.

MI Partner Privileges is a single secure sign on platform that provides the highest standards of security, while streamlining your experience across Marriott's Group Partner and Meetings Excellence! websites, as well as booking the Plan-Tastic discount familiarization rate.

What are the benefits of Marriott's Commission Portal?

Marriott's Commission Portal provides secure online access to:  

• Search for commissions and submit commission inquiries for missing or underpaid commissions

• Track the status of online inquiries at your convenience

• View and download commission statements, and generate commission payment summary or detail-level reports

• Expedite receipt of commission payments with direct deposit

How do I access Marriott's Commission Portal?

To access Marriott's Commission Portal, you must first sign in and create a MI Partner Privileges profile. Click  Travel Advisor Sign in or Register , then select the FIRST TIME/REGISTER tab and follow the steps to verify your email address and create a new password. Next, add your agency affiliation to your MI Partner Privileges profile on the My Affiliations  page as either an Administrator or Delegate. Click  here  for help with accessing the commission portal.

What is the difference between Administrator, Co-Administrator, and Delegate Commission Portal access?

Marriott's Commission Portal has three types of access:

• Administrator:  This access is typically assigned to the person who manages financial operations for your organization. The Administrator has access to all commission portal features including the ability to manage commission portal access for other users. If your organization does not have an Owner/Verified Administrator established with ARC/IATA/CLIA, users will be unable to gain access to the commission portal until one is established.
• Co-Administrator:  This access can only be granted by the organization's verified Administrator and has the same access as an Administrator.
• Delegate:  This access may be granted by the organization's verified Administrator or Co-Administrator, and can view commission statements, search commissions, and submit commission inquiries. Delegates are not authorized to sign-up for, modify and/or cancel direct deposit, or manage access to the Commission Portal for other users.

How can I add another IATA location to my Commission Portal access?

Visit the My Affiliations page on the Commission Portal to add or edit your access.

Non-US Dollar Commission Processing

Can i receive commission payments in foreign currency.

Marriott International is pleased to offer direct deposit in 35 currencies through our foreign currency payment partner, Onyx CenterSource, who provides this service to Marriott for agencies that are not Onyx CenterSource members.

Do I have to be a member of Onyx CenterSource to receive commission payments in non-USD currencies?

You do not have to be an Onyx Member to receive commission payments from Marriott in your preferred currency.

How do I enroll to get paid in non-US Dollars?

Complete the Contact IPC Form on the Commission Portal by selecting the subject, “Request Payment Currency Change” and request an enrollment invitation to sign up for payments in your preferred currency. Once you receive the email invitation, follow the instructions to establish your account, choose your currency, and select your payment delivery choice.

I have elected to be an Onyx CenterSource member. How should I submit a commission inquiry?

Since you have elected to be an Onyx CenterSource Member for your commission processing, you must submit your commission inquiries directly to Onyx Center Source .

Where can I find my commission statements for my non-US dollar commission payments?

View your commission statement on the Commission Portal by navigating to the commissions menu and selecting " View Statements ”. If you are an Onyx CenterSource member, visit the  Onyx CenterSource Agency Portal .

CLIA Questions

I am a clia agency, how does my agency become eligible for marriott commissions.

You must be a current, paid CLIA accredited agency in the U.S. Your MyCLIA profile at https://www.cruising.org/login must be up to date and include your Employer Identification Number (EIN) (also known as a Federal Employer Tax Identification Number (FEIN) or Federal Tax ID).

Why do U.S. travel agencies need an Employer Identification Number?

Marriott requires all U.S. travel agencies to have an EIN on file to be paid a commission. Marriott will use this number along with your legal name and address to report commissions paid to the IRS at the end of each year. An EIN can be obtained via www.irs.gov .

What happens if I make a booking but have not provided my EIN number on my MyCLIA profile?

If you have not provided your EIN number on your MyCLIA profile, your CLIA ID will reflect as invalid on all Marriott booking channels and therefore, you will not be paid commission.

As a CLIA agency, when will I begin receiving commissions from Marriott?

U.S. CLIA Agency Members that include their Employer Identification Number in their MyCLIA profile will become eligible to receive commission on new commissionable bookings approximately two weeks after their MyCLIA profile is updated and the CLIA Agency number is entered on the reservation at the time of the booking.

Contact Information

What should i do if i’m still having trouble submitting a commission inquiry.

If you have a commission related question and were unsuccessful in submitting an inquiry through the Commission Portal, contact Intermediary Partner Care at [email protected] , or call 1-800-831-3100 (option 3) in the US and Canada, or 1-402-390-1651 worldwide. If you submitted an inquiry through the Commission Portal, you can check the status on the My Inquiries page. 

What should I do if I’m having trouble signing in or adding an IATA affiliation?

If you need assistance signing into MI Partner Privileges or adding an IATA affiliation, contact [email protected] , or call 1-800-831-3100 (option 5) in the US and Canada, or 1-402-390-1651 worldwide.

Interested in a friction-free commission process?

This information is for hotels that do not currently use a commission payment processor today, but pay the agency services division of Onyx CenterSource (formerly Net Trans) directly upon receipt of statements. If your hotel has a contract with Onyx CenterSource to process commission payments on your behalf, please use your current process to verify commissionable transactions and pay commissions due.

Why are you sending me a statement? The various travel agents listed on your statement have contracted Onyx CenterSource agency services to handle commission claims on their behalf. Onyx provides a complete hotel commission recovery and reconciliation service for hotel booking professionals. We help travel agencies collect commission earned and hotels to easily confirm commission claims from multiple travel agencies in one statement.

What are you asking me to do? If you do not currently use a payment provider, we send statements to properties with unresolved transactions for reconciliation and payment. Our request is that you return the statement queries with the updated commissionable status of each booking. The commissionable status of different rates and rate codes varies from hotel to hotel, so it is not possible for us or our agency clients to confirm the commissionable status without input from the property itself. Once you confirm a booking is non-commissionable, we will update our records and the reporting to our agency clients accordingly. Please see FAQ for more details related to commission claims from the agency division of Onyx (formerly Net Trans).

• Lower administrative cost and effort: reduce your administrative burden and cost by outsourcing the resources required to handle agency queries. Reap cost savings by no longer issuing payment in multiple currencies
• Improve relationships with travel agencies: earn a reputation as being "commission friendly" among travel agents by paying promptly and generate repeat bookings
• Pay only validated stays: interface directly with your PMS or utilize our ValidStay web-editing tool to modify booking data so commissions are paid only on validated room stays

If you have any other questions, please contact [email protected] .

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Commission Payment Process

NH Hotel Group and ONYX Centersource bring additional benefits to you

• Trusted and secure B2B intranet designed specifically for hotels and travel agencies.
• Easier invoice processing and with an intuitive user-friendly payments platform.
• Increased speed of commissions payments between travel distributors and hotels.
• All payments are made between 20-45 days from the moment the hotel validates the commission claim in the system.
• Commissions Care Center and Onyx Support Service to help you with any query related to commission payments.

Contact Service for New Agencies

at  [email protected]  for questions related to:

• Commissions disputes
• Differences in negotiated commissions
• Status on pending commissions payments.

at  Onyx Need Assistance page

FOR QUESTIONS RELATED TO:

• Integration with the Onyx CenterSource platform.
• Operational enquiries (registration in the platform, browsing, available functionalities, negotiation of invoicing model, etc.)

Frequently Asked Questions

What kind of travel agencies or event organizers can receive commissions payments from nh hotel group.

Any travel agency can receive a payment from NH Hotel Group as long as it is correctly identified on the Onyx platform.

Are there any charges for this service?

The service is free of charge unless the travel agency is a client of Onyx, in which case the agency has an agreement with Onyx through which, in addition to receiving commissions, it receives other products such as specific reports, payment consolidation, etc., so Onyx charges them a percentage of each commission payment they receive from any hotel company (not just NH).

How often are commissions paid?

This depends on when the claim is registered in Onyx, and it is validated by the hotel. By default, unless stated otherwise, all payments are made between 20-45 days the claim is validated, subject to confirm there are not discrepancies.

How can I load or update my travel agency information in your system?

New travel agencies or event organizers should contact Onyx through the Onyx Need Assistance page . Onyx will request legal, banking and any other additional information to complete your profile. A user and password will be provided so you can access the  https://www.payments.onyxcentersource.com platform, where you can confirm or complete your profile information, register and follow-up commissions.

Where can I check whether or not the payment has been made?

If your agency is a “RecoverPro” customer, please visit:  https://reporting.onyxcentersource.com/

If your agency is a “Sure Pay” customer please visit:  https://portal.onyxcentersource.com/

If your agency is not a customer of any of the above services, please visit:  https://www.payments.onyxcentersource.com or contact the NH Commission Care Center: [email protected]

How can I claim an unpaid commission?

Please refer to info in “Customer service support“ section, page 3 of the  Commissions Payment Manual .

How long do I have to wait to claim an unpaid commissions?

Onyx recommend that travel agencies wait at least 45 days from check out date, before making a claim, in order to allow the standard payment process to take place.

Where should I send my invoices?

Onyx will be sending the invoices either on behalf of the hotel or the travel agencies, therefore you do not need to send invoices to NH PO box anymore.

Who can I contact with questions regarding where to process claims, payments or technical problems with the commissions platform?

Please contact to NH Commission Care Center: [email protected] or to Onyx support creating an Onyx support case through the link: https://www.onyxcentersource.com/need-assistance/

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Travel Professionals

Your business is a top priority, and we want to exceed the expectations of you and your clients in every way. We are dedicated to timely commission payments, up-to-date information, and outstanding service.

Preferred Hotels & Resorts offers an exclusive monthly e-communication for travel agents which features special programs and promotions as well as news and updates on our hotels and resorts.

How to book reservations and add IATA number

Please view the guide located here .

Travel Agency Discount at Preferred Hotels & Resorts

Please view the dedicated program page here .

Commission Payments to Travel Agents

Preferred Hotels & Resorts guarantees its current member hotels will pay commission to bona fide travel agencies on rates flagged as commissionable in applicable distribution systems such as the Global Distribution Systems (GDS) or PreferredHotels.com.

Member hotels will pay commission for each consumed night at an eligible rate. Commission is typically not paid on most convention bookings, discount rates that are net/non-commissionable (such as government rates), wholesale rates, corporate negotiated rates, any internet-only (not including Preferred Hotels & Resorts.com) rate programs, and any awards.

Taxes, fees, gratuities, and some package elements/add-ons are not commissionable.

Reservations booked as a hotel package – defined to include a room and other options (i.e., breakfast, theatre tickets, spa treatments or credit, etc.) – are typically commissionable for the room portion of the package only.

A valid agency number from a certified agency association (i.e., IATA, CLIA, TRUE) must be included at the time of booking in order for commission payment to be processed and paid to the travel agency after the guest checks out.

Commissions will not be paid on canceled, no-show reservations, or the lost nights resulting from a shortened stay.

Commission Help Desk

We are pleased to offer support to Travel Professionals for the payment of commissions on eligible reservations. Assistance is available for claimed commissions that are at least 30 days after the guest departure and for reservations that are not more than 12 months past the guest departure date. Please note the following limitations:

• Preferred Hotels & Resorts cannot facilitate invoice generation on behalf of a travel agent for a hotel.
• Preferred Hotels & Resorts does not issue commission payments. The Commission Help Desk is a service that provides assistance to agents for hotel payment of commission. Any change in agency address is facilitated by contacting IATAN or CLIA; agents should contact their agency manager to liaise with IATAN or CLIA for updates.
• Preferred Hotels & Resorts cannot guarantee assistance with hotels that have left the Preferred Hotels & Resorts brand, changed ownership, filed for bankruptcy or have terminated operation.

Contact Information:

Toll-free in USA and Canada: 1 877 748 2266 Direct Line : +1 312 496 6835 [email protected]

Commission Notable Exceptions

In some countries, hoteliers may ask an agent for an invoice before payment is rendered. Preferred Hotels & Resorts cannot facilitate invoice generation on behalf of a travel agent for a hotel. Please contact the hotel directly for clarification.

For U.S. agents, please ensure your W-9 information is up to date to avoid IRS-imposed withholding taxes. Hotels will not facilitate payment without a valid W-9 form. View more information here .

Preferred Hotels & Resorts cannot guarantee commission payment by hotels that have left the Preferred Hotels & Resorts brand, changed ownership, filed for bankruptcy, or have terminated operation.

Streamline Your Commission Payments

Participating Preferred Hotels & Resorts use Onyx CenterSource to distribute commission payments worldwide. In addition, Onyx processes commissions for over 100 other hotel brands and 60,000 properties worldwide. If you would like to consolidate all of your commissions from all hotels participating with Onyx into one payment and one electronic file, you might be interested in the Onyx SurePay service. SurePay allows your agency to get weekly consolidated payments for all Onyx hotels in your preferred currency, accompanied by excellent customer support, online reporting, and electronic files documenting each payment. Click on this link for more information about SurePay and how you can sign up.

Travel Professional Contacts

If you are experiencing any difficulty in the collection of commissions from one of our member hotels or resorts, you may either contact us via telephone or email .

North America: +1 877 748 2266

Outside of North America: + 1 312 496 6835

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Travel Professionals

Your business is a top priority, and we want to exceed the expectations of you and your clients in every way. We are dedicated to timely commission payments, up-to-date information, and outstanding service.

Preferred Travel Group offers an exclusive monthly e-communication for travel agents which features special programs and promotions as well as news and updates on our hotels and resorts.

How to book reservations and add IATA number

Please view the guide located here .

Travel Agency Discount with Preferred Travel Group Properties

Please view the dedicated program page here .

Commission Payments to Travel Agents

Preferred Travel Group guarantees its current member hotels will pay commissions to bona fide travel agencies on rates flagged as commissionable in applicable distribution systems such as the Global Distribution Systems (GDS) or PreferredHotels.com.

Member hotels will pay a commission for each consumed night at an eligible rate. The commission is typically not paid on most convention bookings, discount rates that are net/non-commissionable (such as government rates), wholesale rates, corporate negotiated rates, any internet-only (not including Preferred Hotels & Resorts.com) rate programs, and any awards.

Taxes, fees, gratuities, and some package elements/add-ons are not commissionable.

Reservations booked as a hotel package – defined to include a room and other options (i.e., breakfast, theatre tickets, spa treatments or credit, etc.) – are typically commissionable for the room portion of the package only.

A valid agency number from a certified agency association (i.e., IATA, CLIA, TRUE) must be included at the time of booking in order for commission payment to be processed and paid to the travel agency after the guest checks out.

Commissions will not be paid on canceled, no-show reservations, or the lost nights resulting from a shortened stay.

Commission Help Desk

We are pleased to offer support to Travel Professionals for the payment of commissions on eligible reservations. Assistance is available for claimed commissions that are at least 30 days after the guest's departure and for reservations that are not more than 12 months past the guest's departure date. Please note the following limitations:

• Preferred Travel Group cannot facilitate invoice generation on behalf of a travel agent for a hotel.
• Preferred Travel Group does not issue commission payments. The Commission Help Desk is a service that provides assistance to agents for hotel payment of a commission. Any change in agency address is facilitated by contacting IATAN or CLIA; agents should contact their agency manager to liaise with IATAN or CLIA for updates.
• Preferred Travel Group cannot guarantee assistance with hotels that have left the Preferred Hotels & Resorts brand, changed ownership, filed for bankruptcy, or terminated operations.

Contact Information:

Toll-free in USA and Canada: 1 877 748 2266 Direct Line : +1 312 496 6835 [email protected]

Commission Notable Exceptions

In some countries, hoteliers may ask an agent for an invoice before payment is rendered. Preferred Travel Group cannot facilitate invoice generation on behalf of a travel agent for a hotel. Please contact the hotel directly for clarification.

For U.S. agents, please ensure your W-9 information is up to date to avoid IRS-imposed withholding taxes. Hotels will not facilitate payment without a valid W-9 form. View more details here .

Preferred Travel Group cannot guarantee commission payment by hotels that have left the Preferred Hotels & Resorts brand, changed ownership, filed for bankruptcy, or terminated operations.

Streamline Your Commission Payments

Participating Preferred Travel Group properties use Onyx CenterSource to distribute commission payments worldwide. In addition, Onyx processes commissions for over 100 other hotel brands and 60,000 properties worldwide. If you would like to consolidate all of your commissions from all hotels participating with Onyx into one payment and one electronic file, you might be interested in the Onyx SurePay service. SurePay allows your agency to get weekly consolidated payments for all Onyx hotels in your preferred currency, accompanied by excellent customer support, online reporting, and electronic files documenting each payment. Click on this link for more information about SurePay and how you can sign up.

Travel Professional Contacts

If you are experiencing any difficulty in the collection of commissions from one of our member hotels or resorts, you may either contact us via telephone or email .

North America: +1 877 748 2266

Outside of North America: + 1 312 496 6835

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At Omni Hotels & Resorts, we value our relationships with travel agents all over the world. If you should need assistance, please contact  [email protected] . You can be assured that Omni Hotels maintains rate integrity throughout our system and pays commissions regularly. Also, please be sure to see our FAM Rates and learn how to access Omni Hotels & Resorts' index pages on the GDS.

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Get commissions on qualifying rates booked on omnihotels.com.

Simply enter your IATA number into the “Travel Agent Number” field on our web site’s booking screen and you will receive commissions for each qualifying rate you book on omnihotels.com. If you have questions regarding commissions, please call 1-800 TA4-OMNNI or email  [email protected] . If you are tracing a commission payment for a past-date transient guest stay, please email [email protected] . For questions regarding group commission payments, please speak to the Omni Sales or Convention Services professionals who assisted you with your program. *A valid IATA or ARC number is required to receive transient commission payments. All transient commission payments are processed and issued by Onyx CenterSourceTM on behalf of Omni Hotels & Resorts within 30 days of check-out. Onyx member agencies will be paid via ACH. Non-member agencies will be paid by check in US currency.

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Welcome to the easy-to-navigate, online resource dedicated to you, the Travel Professional! Choice Hotels strives to provide you the tools necessary to help build your business and the brands tailored to fit your clients’ needs.

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You then remit the funds to your Onyx account and we take care of getting payment to each of the agencies. One payment to Onyx equals many payments to multiple agencies.

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Family reports losing thousands to scammer posing as travel agent

WICHITA, Kan. (KWCH) - A family is out thousands of dollars after reportedly being scammed out of a vacation by a woman claiming to be a travel agent living in Lenexa.

Anitra Peterson said her family began planning a cruise for her 80-year-old mother last year. She said the months since the planning process began have been a nightmare, resulting in her family sending a scammer $30,000.

“It’s frustrating that she gets to do this over and over and over again to multiple people.” Peterson said of the woman claiming to be a travel agent.

Peterson said she found the agent online and that she seemed believable.

“We also made sure that she was associated with a reputable travel agency,” Peterson said.

But Peterson said after her family started paying the agent for their cruise, she refused to give them their booking number.

“She’s like, ‘Oh, well Princess (Cruises) emailed me and asked me not to give you the booking numbers because their app has been giving us problems,’” Peterson said.

The Better Business Bureau said that’s a major red flag.

“Make sure that you immediately received confirmation of that trip when they book it,” advised Better Business Bureau of Midwest Plains Vice President of Operations Denise Groene.

Groene said another mistake Peterson’s family made was paying through Venmo.

“Digital payment applications are like cash. So once you send that money, if you find out later that the person you were working with is not unreputable, it is highly unlikely that you are able to get your money back,” Groene said.

Although Peterson’s family disputed the claims and got some of their money back, they never received their tickets.

“We realized she had not booked us on the cruise and she said she had,” Peterson said. “Not a dime was ever given over to Princess. We never had booking numbers.

While Peterson realizes her case likely will never be fully resolved, she hopes that her story can prevent other families from experiencing what hers did.

“People need to be warned about her and she shouldn’t continue to do this to other people,” she said of the reported scammer.

Peterson said she’s reached out to several other families that have been victimized by the woman claiming to be a travel agent in Lenexa. She said all have reached out to police with no luck. The BBB recommends anyone who falls victim to a similar scam file a complaint through the Consumer Protection Division of the Kansas Attorney General’s Office .

Copyright 2024 KWCH. All rights reserved. To report a correction or typo, please email [email protected]

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