I cannot get back into my account.

There is no password to have forgotten. Go to sign in, enter the same work email you used before, and a fresh link arrives. If nothing comes through, check your junk folder, then ring us on +44 (0)20 3743 8989 so we can confirm which address the account is on.

A stay shows dates that look the wrong way round.

On a booking that runs across a year end, a list that shows days and months without years can read oddly. Open the stay itself, which shows the full dates and the number of nights. If the dates on the stay page are genuinely wrong, tell us immediately.

Can my finance team see the invoices without an account?

Invoices are emailed, so you can forward them like any other document. To see a booking in the portal they need to sign in with their own work email, which takes a minute and no password.

Can I see what we have spent with you over a year?

Not as a report in the portal yet. Ask your account manager and they will pull it for you, by project or by city, which is usually what finance actually wants.

How long do my old enquiries stay here?

They stay on the account. It is often the quickest way to re-run a stay you have done before, because you can point us at the old enquiry rather than describing the job again.

Tracking your enquiries and stays, Trade Stays

Tracking your enquiries and stays

Everything you have asked us for, and everything you have booked, in one place.

Sign in with the one-time link we email you and your account holds two lists. Your enquiries are the things you have asked us to price, each with a status and a timeline. Your stays are the bookings you have confirmed, each with its own page carrying the dates, the costs, the house rules and the check-in detail.

An enquiry becomes a stay when you accept a quote. Both records stay in your account afterwards, so a project you ran last spring is still there when someone in finance asks about it.

The enquiries list in your account, with a status against each enquiry — Your enquiries, newest first, each with its reference and its current status. My stays, on the left, holds the bookings you have confirmed.

What each status means

	What it means	What happens next
Enquiry received	We have your enquiry and an account manager has it.	We search and price. You get a shortlist within 24 hours.
Finding options	We are checking availability and getting prices on properties that fit.	Nothing needed from you unless we ring with a question.
Quote ready	Your shortlist is there with firm prices against your dates.	Review it and select the properties you want. Prices hold for a short window shown on the page.
Accepted, awaiting payment	You have confirmed, and the booking is waiting on your payment.	Settle the invoice. The booking confirms when the payment reaches us, and the address is released then.
Awaiting confirmation	You have confirmed on account, and your account manager is completing it.	Nothing needed. We come to you, then invoice on your agreed terms.
Confirmed	The booking is in place and the properties are held for you.	You get the address and the check-in details before anyone travels.
Expired	The quote window passed without the shortlist being accepted.	Tell your account manager if you still want it. We re-check the same properties rather than starting again.
Cancelled	The booking has come off.	Any refund due follows the policy on each property. See [Refunds and cancellations](/help/refunds-and-cancellations).

An enquiry timeline, showing enquiry received, finding options, quote ready and accepted — Open any enquiry and the timeline on the right shows each step with the date and time it happened, so you can see where it got to and when.

What you can do on a stay page

Put the guest name on itUntil you set one we use the name on the account. Add the person who is actually travelling, which matters for check-in and for anyone who needs to be let in.

See where it is, once the booking is confirmedThe exact address appears on this page when the booking is confirmed, not before. The check-in and access detail is sent to you as well.

See the cancellation deadline as a dateNot a policy name. The actual date and time after which the stay is no longer refundable, worked out against your check-in.

See the cost breakdown and the invoiceThe net figure, the VAT and the total for that stay, with the invoice alongside it once it is raised.

Share it with a colleagueEvery stay has a share link. Send it to a site manager or to finance and they can see the booking, though they will need to sign in with their own email to open it.

Put it in a calendarDownload the stay as a calendar file so the dates sit in Outlook or Google Calendar alongside the rest of the project.

A stay page showing the full address and the check-in and check-out instructions — On a confirmed stay the full address appears, with the getting in and leaving instructions written by the owner. Add to calendar is on the right.

Two references, and it is worth quoting both. Your stay page leads with a reference beginning RES, which identifies that one property and those dates. Your invoice carries a booking reference beginning BK, which identifies the whole booking. If you are ringing or emailing us about a stay, give us whichever you have and we will find it, but quoting both gets you an answer fastest, especially where one booking covers several properties.

Frequently Asked Questions

There is no password to have forgotten. Go to sign in, enter the same work email you used before, and a fresh link arrives. If nothing comes through, check your junk folder, then ring us on +44 (0)20 3743 8989 so we can confirm which address the account is on.
On a booking that runs across a year end, a list that shows days and months without years can read oddly. Open the stay itself, which shows the full dates and the number of nights. If the dates on the stay page are genuinely wrong, tell us immediately.
Invoices are emailed, so you can forward them like any other document. To see a booking in the portal they need to sign in with their own work email, which takes a minute and no password.
Not as a report in the portal yet. Ask your account manager and they will pull it for you, by project or by city, which is usually what finance actually wants.
They stay on the account. It is often the quickest way to re-run a stay you have done before, because you can point us at the old enquiry rather than describing the job again.

Something not showing as you expect?

Tell your account manager what you are looking at and what you expected to see. It is usually quicker than working it out from the screen.