Working with ETG involves clearly regulated financial processes that depend on the selected cooperation model. Below is a detailed explanation of the available models, payout timelines, commission payments, and payment methods.
Cooperation models: Agency, Merchant, and Hybrid
Agency
The guest pays for the stay upon arrival.
ETG issues an invoice to the property for the commission.
The property pays the commission after the end of the reporting period.
Merchant
The guest pays for the stay online on one of ETG platforms.
ETG retains the commission.
ETG pays out the amount minus the commission after the guest checks out, following the end of the reporting period.
Hybrid
This is the most effective cooperation model, allowing properties to maximize bookings.
It combines elements of both the Agency and Merchant models.
Guests can choose the most convenient payment method: upon arrival or online.
Offsetting between commission and payouts is possible.
For example, under the Agency model, you owe a commission of €120 / $120, while under the Merchant model, you are due a payout from ETG of €200 / $200.
In this case, no separate commission invoice is issued, and you receive the difference of €80 / $80.
This allows you to save time and avoid additional bank transfer costs.
Settlement timelines
The financial settlement cycle with ETG is divided into three stages.
Stage | Duration | Action |
1 | First 5 business days of the month
| Booking reconciliation |
2 | Next 5 business days | Issuance of invoices and reporting documents |
3 | 10 days after the invoice is published | Payouts and offsets |
Examples
In May 2025:
Reconciliation — May 4–12
Invoices and reporting documents — May 13–19
Payouts and offsets — May 20–26
In July 2025:
Reconciliation — July 1–7
Invoices and reporting documents — July 8–14
Payouts and offsets — July 15–21
Payouts under the Merchant and Hybrid models
If guests paid for their stay online (via the ZenHotels, RateHawk, or Roundtrip website or app), the following applies:
Payouts are made for bookings with check-out dates within the reporting month.
The amount is transferred minus the ETG commission.
Under the Hybrid model, offsetting is possible, and only the difference between Merchant and Agency bookings is transferred.
If the payout amount for the reporting month is less than $400, you need to send a request to [email protected] to issue a virtual credit card (VCC) and charge the payment yourself. If the amount exceeds $400, the payout is made via bank transfer.
Please note: If you are unable to charge the payment using a virtual credit card, a bank transfer will be issued once the total payout amount across multiple reporting months exceeds $400.
What to do if a payment has not been received
Check that the booking is included in the reporting documents.
Make sure the correct bank details are specified in ETG’s Extranet (“Contracts and bills” → “Company and contract”).
Check the status of the invoice and reporting documents (“Contracts and bills” → “Bills”).
If all details are correct and the payout deadline has passed, send an inquiry to the appropriate email address:
[email protected] — for payouts in USD and EUR.
[email protected] — for payouts and original documents issued by Emerging Travel Kazakhstan LLP.
Commission payments under the Agency and Hybrid models
If guests paid for their stay upon arrival, the following applies:
ETG issues a commission invoice.
The commission is calculated based on the reporting document, which includes:
Booking numbers
Stay dates
NET and BAR prices
Commission amount
Under the Hybrid model, offsetting is possible — no invoice is issued if the commission amount is lower than the payout amount.
The commission invoice can be paid via bank transfer, either through online banking or at a bank branch. Be sure to specify the payment purpose exactly as stated on the invoice.
Invoice status after payment
If you have completed the payment, but the invoice status in ETG’s Extranet has not changed to “Sent,” please follow the steps below.
Check the following details:
Bank details in the payment receipt
Payment amount (must match the invoice amount)
Transaction status in your online bank (should be “Completed” or “Successful”)
Payment purpose — if it is missing or contains errors, we will need to manually link the payment to your account.
2. Please allow time for funds to be credited. If more than 5 business days have passed since the payment date, send a request to [email protected] and include:
Property ID
The reporting month for which the payment was made
The payment document (receipt or proof of payment)