How does invoicing work?

What Turneo being Merchant of Record means for who invoices the guest, and what arrives in your monthly invoice package.

Top 3 things to know

Turneo acts as a Merchant of Record, handling payments from guests but not issuing invoices to them — that’s always your responsibility as the service provider.
You’ll receive a monthly invoice package from Turneo (PDF + Excel) showing all completed bookings, commissions, and your net earnings.
For on-property bookings, payments and invoices are handled directly between the hotel and organizer, without Turneo’s involvement.

Turneo operates as a Merchant of Record for online bookings. This means we handle payments from guests on your behalf, but the service contract is always between you (the hotel or organizer) and the guest. Because of this, there are two different types of invoices to be aware of:

1. Invoices to Guests

Who issues the invoice?

The organizer is always responsible for providing invoices to guests if they request one. Turneo cannot issue invoices to guests, because the contract for the activity or service is directly between the guest and you, and you’re the service provider.

What should the invoice show?

The invoice must reflect the full retail price charged to the guest (the total booking value).

Even though Turneo deducts the agreed commission before paying you out, this does not change the fact that the guest paid you the full retail price.
Think of Turneo as a payment intermediary: we collect the money, deduct the agreed commission, and transfer the remainder to you.

2. Invoices from Turneo to Organizers

What do we provide each month?

Turneo sends you a monthly invoice package that includes:

A PDF invoice summarizing all completed bookings for the previous month, the total retail price, the agreed commission, and your net payout.
An Excel booking breakdown with detailed information for each booking.

When are invoices issued?

At the beginning of each month, we’ll send you a link to a full invoice of your bookings for the previous month.

What information is included in the Turneo invoice?

Each monthly invoice from Turneo includes:

Total booking value – the full amount paid by guests for all bookings processed through Turneo.
Agreed commission value – the commission agreed between you and the hotel(s).
Your total earnings – the net amount you will receive after commission is deducted.

3. Direct Hotel Payments (Concierge or On-Property Bookings)

If a booking is made on-site and the hotel collects payment directly from the guest (for example, through the concierge):

The hotel is responsible for paying the organizer directly.
Invoicing and payouts are handled exclusively between the hotel and the organizer.
Turneo does not issue invoices in this case, since the payment never passes through us.

⚠️ Important to remember:

Guests may ask Turneo for an invoice, but we cannot issue it — the responsibility always lies with you as the service provider. We can only issue confirmation of payment, provided for each booking processed by Turneo through Stripe, our payment provider.
The invoice to the guest should always reflect the full booking amount, not the net payout after commission.

💡 Please note: Turneo cannot provide tax or accounting advice. We recommend consulting your accountant or tax advisor if you have specific questions about your obligations.

💶 How do payments work with Turneo? — Understand the two payment flows and when payouts are made.
📄 Where can I find my invoices and payout documentation? — Learn where to access your monthly invoice and booking reports.
🧮 What information is included in the booking list Excel? — A detailed look at all the columns and what they mean.
⚙️ How do I update my my payment details? — Keep your account details up to date to receive invoices and payouts correctly.