Most of the time, a travel advisor does not need to proactively register with Onyx in order to receive commission payments. Hotels that use Onyx will typically pay your commission automatically, as long as:
- Your booking includes a valid agency ID either TRUE, IATA, CLIA or ARC.
When registration might be necessary:
- If you’re an independent agency or newly accredited and Onyx doesn’t yet have your agency details on file.
- If you need to track or reconcile commissions more actively (for example, seeing reporting across multiple hotel partners).
- If you need to dispute or recover a missing commission, Onyx may ask you to create an account so they can process the case.
So for most advisors, Onyx is “working in the background,” and you don’t have to think about it unless a commission goes missing or you want direct access to their reporting tools.
Myth vs. Facts
Myth: I need to register with Onyx before I can get paid commission.
Fact: Most of the time, you don’t need to do anything. If the hotel uses Onyx and your booking has a valid agency ID meaning TRUE, IATA, CLIA or ARC, your commission is processed automatically.
Myth: Onyx is a booking tool I need to learn how to use.
Fact: Onyx is not a booking platform. It’s a commission processing and payment service used by hotels. It works in the background to consolidate and deliver payments to advisors and agencies.
Myth: Only big agencies get paid through Onyx.
Fact: Onyx works with both large and small agencies. If you book a hotel that pays commissions via Onyx, it applies to you regardless of your agency size.
Myth: If I’m not registered, I won’t get paid.
Fact: You’ll still get paid as long as your own accreditation is already recognized by Onyx. Registration is usually only needed if your agency is brand new, not yet in their system, or if you need access to Onyx reporting tools.
Myth: I’ll only interact with Onyx if something goes wrong.
Fact: That’s often true. Many advisors only contact Onyx to track or dispute a missing commission. But some choose to set up an account for reporting and reconciliation benefits.
Bottom Line for Advisors:
- Always include your agency ID when booking hotels.
- Expect commissions from Onyx hotels to arrive automatically—no extra steps needed.
- If a commission goes missing, Onyx can help recover it and you may need to register at that point.
- Think of Onyx as your behind-the-scenes commission processor, not another system to manage.
Keep a copy of the following step-by-step process you can follow if you believe a commission hasn’t been paid:
1. Confirm the Basics
- Check the booking details (confirmation number, stay/travel dates, and rate type).
- Ensure the booking was commissionable — some rates (like wholesale, net, or employee rates) may not include commission.
- Verify that the agency’s identifier (TRUE, IATA, ARC, CLIA, etc.) was included correctly at the time of booking.
2. Review Payment Timeline
- Most hotel and supplier commissions take 30–60 days after the client’s stay/travel to be processed.
- Check your agency’s records to see if the expected payment window has already passed.
3. Contact the Supplier First
- Reach out to the hotel or supplier directly, providing:
- Traveler name(s)
- Dates of stay/travel
- Confirmation/booking number
- Your agency’s ID code (TRUE/IATA/CLIA etc.)
- Ask if the commission was paid out, scheduled, or pending.
- If they state payment has already been issued, request the reference number or remittance details.
4. Check With Onyx (if applicable)
- If the supplier uses Onyx CenterSource for commission payments, use the details provided to check the Onyx remittance and visit https://www.onyxcentersource.com/ or call 888.417.4811.
- You can log into the Onyx system (if your agency is registered) or contact Onyx Support with the booking details.
- They can confirm if the payment was processed and when/where it was sent.
5. Escalate if Needed
- If neither the supplier nor Onyx can locate the payment, escalate within the supplier’s accounting or sales support team.
- Keep a record of all correspondence (emails, reference numbers, dates).
6. Track and Organize
- Maintain a commission tracking spreadsheet or use a back-office tool to log bookings, expected commission dates, and actual receipts.
- This helps spot issues early and avoid long delays.
Bottom line: Always start with the supplier, then move to Onyx only if the supplier confirms they issued the commission through them.