ALL BOOKINGS

Fix the mobile number up, get rid of international numbers

Check cc token, PLEASE COPY AND PASTE THE NAME INTO THE DESCRIPTION

Check the OTA notes

Request selfie ID + CC if they are going to be a late arrival

Copy the booking.com and airbnb emails to email 2 so we can get the guests actual email address on the reg form

Leave notes in the booking in regards to payment

LEAVE NOTES!

QUOTE BOOKINGS

If a booking does not drop in from on-line booking agent (because there is not 2 nights in a row in one room available) you need to go to the chart and move other bookings around to make room for the booking. The booking will drop in as grey, once you have made room for the booking, drag and drop and go into the booking and change the status to unconfirmed. Its very important you change it to unconfirmed, as when it is in quote status bookings can drop in on top of that booking.

When RMS failed to deliver emails come through, it is the same procedure as above, basically it means there was not one room available for the guests whole stay.

CANCELLATIONS

All travel agents bookings are non refundable, guests agree to this when making a booking through any of these sites. If you get a call from a guest wanting to date change or cancel, you must direct them to their travel agents. NO REFUNDS UNLESS MANAGER AGREES

Date change, if the rate is cheaper then there is NO refund. If the rate is higher then they must pay the difference.

ESPECIALLY BOOKING.COM AND EXPEDIA - THE GUEST MUST CONTACT THE AGENT DONT MENTION OR AGREE TO ANYTHING ABOUT REFUNDS OR DATE CHANGES, JUST TELL THEM TO CALL THEIR BOOKING AGENT TO CHANGE ANYTHING

Bookings made direct or through bookingbutton, we can amend if within the terms of the booking. Please follow the cancellation policy as stated on our website:

Cancellations -

Full payment of your accommodation is to be paid upon booking.

PEAK SEASONS -

Victorian School Holidays, Long Weekends, Easter, Major Events(Australian Open Tennis, Australian Formula 1 Grand Prix, AFL Grand Final Weekend, New Years, Comedy Festival, Spring Racing Carnival and Christmas Holidays(24/12 31/1)

In the event of your plans being changed, more than 60 days notice will receive a full credit, less a service charge of $50.

If less than 60 days notice of cancellation is received your full deposit is forfeited unless the room can be rebooked, in this instance a partial refund may be available.

LOW SEASON

In the event of your plans being changed, more than 48 hours notice will receive a full credit, less a service charge of $50.

If less than 48 hours notice of cancellation is received your full deposit is forfeited.

CAR PARKS

If a guest wants to add in car parking, they can do this when booking directly through our website. You need to check the OTA notes as this will say when they have booked parking.

To add a car park, you need to create the sundry charge in the room reservation in extras. You then need to add a room and select DSY Car Parks etc and choose a car park from there. Once you have done this you need to add the guests details (copy the mobile number from the room reservation) you will then need to take out the reference number, change the booking source, travel agent, res type and sub res type to DIRECT.

Important: Size Matters

You then need to email the guest for the make and model of the car and make sure there are no tow balls or bull bars on the car (especially for DFZ and AAH). Once we received the make and model please put this in the reservation so we know. You will need to double check on car advise if the car will fit. Please check the height, weight and length of the vehicle.

If in doubt, check it out here. Car Advice

DSY - Height 2.1metre, Weight 4 tonnes, Length 5metres

DFZ - Height 1.5m, 1.75m, 1.9m, Weight 2 tonnes, Length 5metres

AAH - Stacker Height 1.75m, 1.9m, Weight 2 tonnes, Length 5metres

Standard 2.1 Metres, Weight 2 tonnes, Length 5metres

PHA - Height 1.9m, 2.1m weight and length don't matter

AGODA

Phone: 02 8257 4503

Search guest in RMS, the guest details will be at the bottom of the Agoda email, please enter into RMS if they havent automatically dropped in

Check the VCC has dropped into the token, if it hasn't please enter manually. You will need to log into site-minder to get these details.

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

Check the OTA notes for any special requests, make a note of these and email them if needed

Send out an ETA request if this hasnt been specified

Please remember the VCC is to be charged on arrival

AIR BNB

Search guest in RMS, make sure mobile number and email are in profile

Change the base rate, to the amount it says we will receive into bank (the lower amount)

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

We dont need to get credit cards from Air BnB guests unless they add on parking or a late check out. Air BnB will transfer payment of accommodation into our bank and hold a bond for us.

For AAH and DFZ you can send the arrival instructions straight away as we dont not need photo verification

Air BnB will send through email remittance please forward this on to your manager

Cancellation: Super Strict 30 Days: 50% refund up until 30 days prior to check in They must contact Air BnB if they need to change their reservation

BOOKING BUTTON (DIRECT)

Always Direct general inquiries to our website by letting them know it waives the 1.5% credit card transaction fee.

Search guest name in RMS, fix up mobile and email fields

Check the OTA notes, Booking button is the only site where guests can pre-book parking, its important this is added on at the time the booking is made as we can fully book with parking. RMS wont add this on, you will need to add the charge and car space into the booking

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

Charge guest as soon as the booking has been entered

DONT charge transaction fee, we reward guests by not charging this fee if they book direct through the website

The ETA wont drop into RMS, most of the time this is in the email booking, please check for this. If no ETA send out a request

BOOKING.COM

Phone : 03 8537 3200

Guest customer service: 02 8228 1535

Search guest name in RMS, fix up mobile and email address.

Check the CC token (if cc in another persons name please mark in extranet and send them an email with a credit card authorisation form, dont charge until we receive authorisation. Star booking in emails)

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

Charge the card, if it declines mark in extranet email and let them know they have two days to make payment. If it is a same day booking, then they have until 6pm that day to make payment after 6pm please cancel the booking in extranet.

Charge transaction fee!

Check the OTA notes, make note of requests and send out an ETA request if needed

CTRIP

Search guest in RMS, we only get the guests name from Ctrip, there will be an email address - please email this address with the booking reference number and ask for either an email address or mobile number to determine and ETA

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

Check the OTA notes and respond to requests if any

Charge virtual credit card on arrival day

ENTERTAINMENT/MY BOOKINGS

Search guest in RMS, fix mobile and email address, check the OTA notes and respond to requests if any

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

Charge the guest add in transaction fee

Send out an ETA request

EXPEDIA

Phone: 02 8031 8467

Customer service number: 02 8066 2745

Search surname in RMS, fix up mobile number and email address

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

Check OTA notes for any requests, respond to requests

Send out an ETA request

Charge VCC on day of arrival

GROUPON (PHA)

Guests will purchase a voucher direct from Groupon, to make a booking they must book either over the phone or through Bookingbutton, this voucher is strictly for a two bedroom deluxe apartment.

Search surname in RMS, fix up mobile and email address and cc token.

If they are staying on a Saturday night add $100 to the base rate, make a note in the notes section that they will need to pay this on arrival.

Dont charge their credit card at the time of booking, Groupon will pay into our bank account and the manager will pay this off, the only thing you will need to charge is if they are staying a saturday night and if they book carparking.

You will need to email the guest (in email templates) to get them to send through a screenshot of the voucher, we need to see the security number. It is important to get this screenshot as to get the money from groupon we need that security number. Please star the booking as a green star in the emails until we receive the screenshot once received file in the correct folders.

Booking source: Deal, Travel agent: Groupon, Res type: Groupon, Sub res type: PHA - 2018 Campaign

NEEDITNOW

Search guest in RMS, make sure mobile number and email are in profile, otherwise, call the number provided to get either a mobile number or email address to contact the guest.

Change the base rate to the 'amount to invoice' which is located at the top of the email. This will be the lower amount that doesn't include the commission.

Booking source: Travel agent, Res type: Corporate Sub res type: WHAT BEST DESCRIBES GUEST

Please leave a note in the res notes to email gspayments@aot.com.au on departure. Please do not charge the guest.

On arrival please get a valid credit card and photo identification, any extra's (car parking, snap passes) will need to be paid by the guest unless someone from AOT has sent through a chargeback for these specific charges.

NOT 1 NIGHT

Click on link to confirm booking

Search surname in RMS

Fill in details as those presented in email

ETA is also in email - look for late arrivals or early check-in requests

Note balance to be paid on arrival - bond is charged by NEED IT NOW

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

REVATO/HOTELS COMBINED

Search guest name in RMS, fix up mobile and email address. We have direct control with Revato bookings, we can change and modify dates directly.

Check the CC token (if cc in another persons name please mark in extranet and send them an email with a credit card authorisation form, dont charge until we receive authorisation. Star booking in emails)

Booking source: Travel agent, Res type: Leisure FIT, Sub res type: WHAT BEST DESCRIBES GUEST

Charge the card, if it declines call and email and let them know they have two days to make payment. If it is a same day booking, then they have until 6pm that day to make payment after 6pm please cancel the booking.

Charge transaction fee!

Check the OTA notes, make note of requests and send out an ETA request if needed

SYNXIS

CTM - 03 9639 3600

Search surname in RMS, in the booking if you think the guest has stayed before, click options > replace guest> retype the surname and first name and it will come up with guest profiles if the guest has stayed before select the one with the most info about the guest. If there isnt a guest profile, please call or email the travel agent to get either a mobile number or email address

These ones are tricky with payment

CTM Wesfarmes - they will either send a charge-back, leave a comment saying pay direct or not leave a comment at all. Basically if we dont have a chargeback charge the guest on arrival. If the guests thinks there is a chargeback and its after 6pm, charge the guest one night and tell them to get their travel organiser to email us a chargeback once we receive that we can refund the one night charged.

All the other companies that come through Synxis are tricky, if there arent any comments and you are unsure double check with the manager what to do. Also read the restrictions half way down the email as this sometimes explains what to do as well.

These are the hardest bookings to do, if you are ever unsure please ask someone!

QANTAS/HOOROO/JETSTAR

Search guest name in RMS, fix up mobile and email address.

The VCC token will not drop in, please get the details from the email and create a token, please name the token QANTASVCC + DATE OF DEPARTURE

The VCC is to be charged on departure.

Check the OTA notes and send out an ETA request

TRAVELDREAM

Search guest in RMS, make sure mobile number and email are in profile and fix them up.

Change the base rate to the nett amount, see table below for rates:

Please note if a guest is staying on a Saturday night you will need to add $100 to the base rate and charge this $100 on arrival.

Please add into the group name on the left hand side 'Traveldream' so we are aware of what needs to be collected on arrival

You will need to change the following: Rate Type: Traveldream Rate Bkg Source: Deal Travel Agent: Traveldream Res Type: Traveldream Sub Res Type: PHA - 2018 TD Campaign

Add a requirement: Late checkout 11am. All Traveldream bookings have an 11am checkout.

These bookings don't come through with credit cards so you will need to collect this on arrival along with valid photo identification. If a guest is arriving late, then they must send through a selfie and you must be able to charge for extra's and possibly charge a bond.

Payment of accommodation: The manager will go through at the end of each month and pay off reservations. You don't need to send invoices.

VOUCHERS

Most vouchers each have a RES number so you can search it in RMS and then fix the details to the requested dates with guest information. Voucher capped at $200 so guest must pay the difference at the time of booking. Not to be used for Public Holidays, Holidays, or Long Weekends.

Search the RES number and enter details accordingly including date.

Do not change price

Unconfirm and then confirm

Check for parking, cots etc.

Send confirmation out

If there is already a booking using the vouchers made and they havent stayed, you might need to make a new client account (instructions below). Do not make token for credit card as this will then be the credit card for the group.

If the voucher does not have a reservation already made in RMS (like the new AFL Contra Deals vouchers) simply create a new one for the dates the guest has requested and fill in their details. The booking source is deals and the travel agent is voucher.