At Onyx CenterSource, our primary role is to securely facilitate commission payments between hotels and travel agencies with transparency, timeliness, and accountability. We want to clarify that Onyx does not hold agency funds beyond the brief technical processing period required to move payments. The timing of payments is ultimately dependent on when hotels release those funds.

For Onyx to process a payment, we must receive both the booking data and the funds from hotels. Because these often arrive at different intervals, delays can occur—and we fully recognize the frustration this creates, particularly for independent travel advisors who rely on timely commission payments.

We hear these concerns, and we take them seriously. Earlier this year, we introduced a series of enhancements specifically designed to improve transparency for a better experience for the advisor. Large, small, and independent agencies matter to us as much as hotels. That is why we remain focused on solutions that reduce friction, enhance transparency, and strengthen trust across the value chain – ultimately driving more confident bookings with hotel partners.

Respecting the privacy agreements we maintain with all of our customers is central to our business ethics. While we actively educate hotels on the impact of delayed payments, Onyx will not participate in recent initiatives that propose publicly listing “bad paying” hotels. Our responsibility is to act as a trusted intermediary – securely moving payments from commission issuer to receiver – not to rank or rate our customers.

That said, all Onyx customers – both hotels and agencies – can have access to OnyxInsights, our business intelligence platform. It provides actionable benchmarks and insights, including which hoteliers are best-in-class payors, enabling agencies to tailor strategies and make more informed booking decisions.

Ongoing education and collaboration with our hotel partners remain a top priority. We consistently emphasize the importance of providing booking data and funds in a timely manner to ensure agency partners are paid without delay. In addition, we have partnered with travel industry leader Skift to spotlight industry-wide challenges and share perspectives on more efficient commission funding structures—ensuring faster, more accurate payments and stronger relationships across the ecosystem.

Onyx remains steadfast in its commitment to building trust across the travel industry: ensuring agencies are paid securely and accurately, while protecting the privacy and integrity of all stakeholders.

For questions or to engage further on this important topic, I invite you to contact me directly at scottgutz@onyxcentersource.com.

Let’s continue working together to enhance the commission process.

Sincerely,

Scott Gutz

President & CEO

Onyx CenterSource