Working with Expedia. Managing Hotel Collect Reservations

Transcription

1 Working with Expedia Managing Hotel Collect Reservations

2 Table of Contents The Hotel Collect Reservation Process 3 Confirm Reservations 4 Reconcile Reservations 6 Invoices and Payments 8 Support 9 2

3 The Hotel Collect Reservation Process The traveler makes a reservation on one of The Expedia Group websites and pays later at the hotel. You receive a booking notification and the reservation is considered confirmed. You assign your own internal confirmation number to the reservation in Expedia PatrnerCentral for your own records. If your property is connected, this process will be done automatically. XXXX XXXX XXXX XXXX You run a pre-authorization on the traveler s credit card shown in the reservation details to ensure it is valid. The guest stays at your hotel. You collect payment by charging the guest s credit card at the time of stay. XXXX XXXX XXXX XXXX $ We will invoice you once a month, and you will send us compensation by direct debit, or by credit card. 3

4 Confirm Reservations When a traveler makes a reservation, it is considered confirmed. We encourage you to assign your own internal confirmation number to the reservation for your own records. 1. Click To Confirm from the Reservations Today section. 2. Enter your Hotel Confirmation Number, and click Confirm. 4

5 Confirm Reservations We suggest that you run a pre-authorization on the traveler s credit card shown in the Reservation Details page to ensure it is valid. This information is available for 72 hours from the time the reservation is made, and again from the check-in date up to 7 days after check-out. 1. Click the Reservation ID to access the reservations details. 2. Verify the traveler s credit card details. Please note: If you are unable to validate credit card details, you should first contact the traveler to obtain a valid credit card number, using the contact information in the Reservation Details page. If you are unable to obtain a valid credit card, click Reject this reservation. The reservation will be cancelled and the traveler notified. Remember that you only have 72 hours after a reservation has been made to reject it. 5

6 Reconcile Reservations Cancellations, No Show, Modifications If, due to reservation modifications, cancellations or a no show, the payment taken from the guest is different from the amount showing in Expedia PartnerCentral, you will need to reconcile the booking to reflect the final amount the guest paid. This will ensure that your invoices are correct. Otherwise, you will be invoiced for the booked amount, which may result in you paying more compensation than you are contractually obligated to pay. Please note that depending on your level of access, some of the options below might be disabled. 1. Click Reconciliations from the Finance section. 2. Click Reconcile next to the reservation you want to reconcile. 3. Choose the reconciliation type: - Cancellation - Modify Reservation, if the traveler decided to stay longer or shorter - No show. Please note: All bookings must be reconciled in Expedia PartnerCentral from the booking check-in date, until the fourth day of the month following check-out date. Cancelled bookings with a penalty can be reconciled beginning at the cancellation date and for four days following that date. 4. In case of a Cancellation, or No show, enter the updated amount that includes any cancellation, or no show penalties, and click Submit update. In case of a Modified reservation, you can increase or decrease the number of days and/or amounts charged. 6

7 Reconcile Reservations Reservations With a Deposit Guest credit card numbers will be available in Expedia PartnerCentral for 72 hours from the time of booking, so you can charge the deposit as required. If the deposit is not charged within the 72-hour period, you will need to reach out to the guest directly, to get new payment details. When a Guest Cancels, or Modifies a Reservation With a Deposit If the guest contacts Expedia You will receive an updated booking or cancellation notification, which will indicate the action you may need to take: Refund the deposit to the guest if the cancellation is made in the outside cancellation window and no penalty applies. Do not refund the deposit to the guest if the cancellation is made in the inside cancellation window and a cancellation penalty applies, or the deposit is non-refundable. No reconciliation is needed unless you decide to reduce or waive the cancellation penalty charged to the guest. If the guest contacts you directly No cancellation notification will be sent from Expedia. You will need to make the changes in your own reservation system, refund the deposit to the guest as appropriate and reconcile the cancelled, modified, or no show booking in Expedia PartnerCentral. 7

8 Invoices and Payments Receiving Invoices You will receive your invoices from Expedia by every month. You can also see your invoices in Expedia PartnerCentral, by clicking Invoices and Credits from the Accounting menu. Please note: The person who is listed as the billing contact for your hotel in the Payment Options and Contact Person page from the Accounting menu in Expedia PartnerCentral will be the only one that receives the invoices via , so it is very important that you keep this information accurate and up to date at all times. Paying Invoices All invoices are due within 14 days from invoice issue date. Payment Methods You can choose to pay your invoices by selecting one of the payment methods available: Direct debit: This is the most effective way to send us compensation. You will receive an invoice each month and the funds will be automatically debited from your account. Credit card: Use your credit card to pay your invoices via Expedia PartnerCentral. If you are not using Direct Debit, you will see a Pay Now option in Expedia PartnerCentral for fast, immediate payment. Bank transfer: Use bank transfer to pay your invoices. You can view, or change your payment method by clicking Payment Options and Contact Person from the Accounting menu in Expedia PartnerCentral. You can also choose the language in which you receive your invoices. 8

9 Support Expedia PartnerCentral Help Center If you need more help on how to use Expedia PartnerCentral, please use the Help Center located at the top of any page. In the Help Center you will find answers to frequently asked questions, step by step guides as well as training videos. Enter a specific question or keyword and review the related search results to find the answer you need. Payment or Invoice Questions If you have payment or invoice queries, send these to hotelcollect@expedia.com If you need to update your banking information, contact vendorbanking@expedia.com Expedia Regional Support Team For any additional requests or questions, please contact your regional support team by clicking Contact us from the Expedia PartnerCentral Help Center. You ll be able to submit your request online or contact us by phone using the phone number corresponding to your country Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. HGWWPTHC15 EN 9