Pegasus Connect Service Descriptions and Requirements

Transcription

1 Pegasus Connect Service Descriptions and Requirements CENTRAL RESERVATION SERVICES provide access and use of the Reservation System to Client and to each Hotel; provide user interfaces through which Client can enter and maintain property, rate and inventory information; and cause the Reservation System to perform central reservation processing. load, or cause to be loaded, the necessary information (e.g., room rates and availability) of Client s Hotels into the Reservation System using the applicable Pegasus applications within the timeframe specified by Pegasus; and maintain/update such information on a regular basis; make available a range of products, rate and room types through Pegasus; at a minimum, make rooms available at rack, corporate and Best Available Rate (BAR) for booking through Pegasus as long as Client and/or each applicable Hotel has any rooms available to sell at rack, corporate and BAR; honor all Reservations confirmed by Pegasus in accordance with the rates, inventory and Hotel information supplied by Client; validate the guest credit card in advance of the applicable guest s arrival; properly compensate the guest or find suitable alternate accommodations and be responsible for any additional costs that may result due to any relocation in the event Client or any Hotel is unable to honor a guest s properly confirmed reservation; and upon the termination of the Pegasus Connect Services for any reason, honor all Reservations made through the Reservation System prior to the expiration or termination, and pay all related fees to Pegasus, and pay all commissions due to the applicable booking agency, in each case regardless of arrival date. CONTENT DISTRIBUTION DATABASE distribute Client s content to the Pegasus content distribution database. ensure that the data provided for distribution to the content database is up to date, and follow any standards or guidelines communicated by Pegasus. SYSTEM CONFIGURATION ensure that Client s Hotels are configured within the applicable systems in accordance with the services as subscribed by Client; and perform related functions to enable the processing of Reservations for Client s Hotels.

2 provide within the timeframe and format specified by Pegasus: (i) all location information, (ii) Hotel facility details, (ii) room type, (iii) rates and (iv) all other information required by Pegasus to appropriately implement each Hotel; provide full and accurate Hotel content, text, policy, room and rate information so that each Hotel is displayed effectively through distribution channels; and promptly notify Pegasus which of Client's personnel are to be granted access to Pegasus systems, the authorized level of access, and when any individual s access is to be terminated. TRAINING AND ORIENTATION provide system training and support to new Clients. (Additional Training Sessions) at the request of Client, provide as an additional service, subject to an additional fee, training services that can be tailored to the Client s needs. provide necessary equipment (e.g., LCD projectors, computers with Internet access and flipcharts); and if necessary, provide overnight accommodations (preferably at one of Client s Hotel properties) and meals at no cost to Pegasus for the time the Pegasus session leader is present at the Hotel providing training services. HOTEL SUPPORT SERVICES provide an operational helpdesk with support in various local languages to assist with any issues relating to reservations, systems and general inventory management. MANAGEMENT REPORTS Service description: provide Hotels 24.7 access to a variety of Hotel and management reports, including arrivals lists and online query filters. provide any requested user information required to set up appropriate log in and access to reporting features and functions. RATE CONFIGURATION create a rate configuration framework (e.g. using Best Available Rate (BAR)) and define a set of recommended rules for use by Client and its Hotels;

3 assist Client and its Hotels with implementing and maintaining a rate structure in accordance with the recommended rate configuration and rules; and assist Client and its Hotels to maximize revenue opportunities through the effective use of the rate configuration and rules. where appropriate, review and adopt rate configuration guidelines; and where appropriate, participate in any required training programs and sessions specific to the Rate Configuration. IMAGE MANAGEMENT provide Client and its Hotels with access to the image management gateway to enable Client and its Hotels to add, edit and archive images and multi-lingual captions; and facilitate the distribution of images to Pegasus content distribution database and beyond, and depending on the service option(s) selected by Client, to the GDSs and to third party Internet sites. provide and manage images on a regular basis; upload images that accurately represent the Hotel s class, location and amenities that best reflect a Hotel s positive attributes thereby encouraging prospective travelers to book reservations; and adhere to published guidelines regarding image types, size and other characteristics. DEDICATED HOTELIER PORTAL provide a website dedicated to Client s Hotels; that will: (i) provide access to valuable information regarding the Pegasus Connect Services, including training opportunities, newsletters and information about programs to help Clients generate additional revenue; and (ii) allow seamless log in to various applications used in connection with the Pegasus Connect Services. GLOBAL DISTRIBUTION SERVICES operate and maintain connections for the transmission of Reservations between the Reservation System and each applicable GDS platform that is connected to the Pegasus switch subject to: (i) the conditions of each GDS operator and (ii) the termination of such connections by the applicable GDS operator or Pegasus (and any of its affiliates); grant access to the Reservation System by each of the applicable GDS operators; and grant access to Client s rate and content information by each of the applicable GDS operators. promptly provide rate, image and other content appropriate to each applicable GDS platform;

4 make rooms and rates available for each applicable GDS platform until such rooms and rates are sold out; and load, or cause to be loaded, the necessary information (e.g., room rates and availability) of Client s Hotels into the Reservation System the earlier of: (i) twenty (20) calendar days of receiving notice from Pegasus that the applicable Pegasus central reservation system is ready for loading or (ii) within the period of time established by the GDS operators. ALTERNATIVE DISTRIBUTION SYSTEM SERVICES (ADS) (ALSO REFERRED TO AS INTERNET DISTRIBUTION SYSTEMS OR IDS) operate and maintain connections for the transmission of Reservations between the Reservation System and Internet distribution systems that are connected to the Pegasus switch subject to: (i) the conditions of the operators of such Internet distribution systems and (ii) the termination of any such connection by the applicable operator of such system or Pegasus (and any of its affiliates); and grant access to the Reservation System by the applicable Internet distribution system operators. Client will or will cause each applicable Hotel to promptly provide rate and content appropriate to Internet distribution systems; and make rooms and rates available for each appropriate Internet distribution system until such rooms and rates are sold out. WEBSITE INTERNET BOOKING ENGINE (IBE) conduct a telephone interview with Client, from which Pegasus will obtain certain information that is necessary to implement the service for Client; and provide Client with access to the Open Hospitality Admin system to review booking statistics and detailed individual reservations information. promptly respond to telephone interview scheduling requests and participate in telephone interview within reasonable timeframe of dates requested; and provide certain information, and/or access to personnel knowledgeable for providing certain information, that is necessary to implement the service for Client. TMC CONSORTIA PROGRAMS negotiate preferred partnerships with many of the world s largest travel management companies to help increase bookings at Client s Hotels. respond to opportunities to participate in any preferred partnership programs negotiated through Pegasus Connect on Client s behalf; and abide by any rules or requirements specified for the preferred partnership programs.

5 RATE SOLICIATION SERVICES solicit organizations (such as consortia, businesses and Internet travel distributors) to participate in the Automated Rate Solicitation Program; and forward Proposals to the applicable Automated Rate Solicitation Participant, or cause Nexus to forward such Proposals to the applicable Automated Rate Solicitation Participant. maintain each Hotel's information in the applicable software property database; respond, as appropriate, to each Automated Rate Solicitation Participant's RFP by offering terms, facilities and accommodations at competitive rates that are exclusively available for booking through the Pegasus Connect Services; observe all procedures and conditions established by Nexus and the terms and conditions of the Nexus End User License Agreement (EULA) regarding the use of the Nexus Software via Nexus; comply with all procedures and conditions established by Automated Rate Solicitation Participants with the understanding that each Automated Rate Solicitation Participant has, and will enforce, its own procedures and conditions for submitting Proposals, accepting Proposals and utilizing bookings, and that each Automated Rate Solicitation Participant may choose not to accept and may reject any Proposal; reimburse Pegasus for all participation fees charged by any Automated Rate Solicitation Participant that are paid in advance by Pegasus on behalf of Client and/or the participating Hotels. In the event any past due participation fees are owed to Pegasus by Client, Pegasus may: (i) suspend Client s or the Hotel s access to the Automated Rate Solicitation Program until such past due amounts are paid; or (ii) offset such unpaid amounts against any amounts payable by Pegasus to Client; and pay to Pegasus all fees owed to Pegasus in connection with Reservations made at a Hotel as a result of Hotel s participation in the Automated Rate Solicitation Program. MOBILE WEBSITE provide the mockup and build out of a 6 page mobile website in accordance with the Services Agreement. provide all necessary information to enable Pegasus to build and implement the website per the Services Agreement; and implement the mobile redirect codes with their desktop site so mobile users are redirected from Client s desktop site to the mobile website. MOBILE INTERNET BOOKING ENGINE (IBE) conduct a telephone interview with Client, from which Pegasus will obtain certain information that is necessary to implement the service for Client; provide Client with access to the Open Hospitality Admin system to review booking statistics and detailed individual reservations information;

6 provide an initial mobile Internet booking engine setup, that consists of: creating the property and pulling the Hotel information such as room descriptions, room images and rates; and develop mockups and build out of the mobile Internet booking engine. promptly respond to telephone interview scheduling requests and participate in telephone interview within reasonable timeframe of dates requested; provide certain information, and/or access to personnel knowledgeable for providing certain information, that is necessary to implement the service for Client; load Hotel room inventory and set up room rates; provide booking engine content such as room descriptions, room images and rate types; manage the Hotel setup information such as room descriptions, room images, rates and inventory through the applicable central reservation system. MOBILE SOLUTIONS INTERNET MARKETING SOLUTIONS E-BROCHURES provide ebrochures utilizing Client-supplied.pdf materials for up to 10 pages, or Pegasus designs layouts for 10 or 5 display pages as selected in the Services Agreement, with thumbnail image for ing; and provide ebrochures in other select languages for 10 or 5 display pages, either using Client supplied.pdf materials or Pegasus materials. provide necessary materials in.pdf format for ebrochure design and development; and provide materials in the applicable language(s). CRM E-MARKETING CARDS ( E-CARDS ) provide the design, images and build out of the ecard as selected by Client in the Services Agreement, distribute throughout Client list and display ecards through Facebook and Twitter. discuss ideas for ecards with the Client specific revenue manager; provide verbiage for ecards and approval of ecards design; and provide a list of past guests and people who have elected to receive special offers from Client (and issue a proper legal disclaimer to such parties with respect to their receipt of the e-cards). SOCIAL MEDIA SERVICES setup and design the Client specific social media pages as agreed to in writing by Client and Pegasus; handle all social media postings; update Facebook networks up to 3 times a week.

7 provide Pegasus Administrator access and links to the social media pages used by Client if Client currently hosts a social media network. HOSTING provide Client with hosting associated with Client only for Client s primary Website domain, web mail access included, with up to twenty (20) addresses; support to include four (4) hours per year of technical support. provide user addresses for setup; SEARCH ENGINE OPTIMIZATION (SEO) Search Engine Optimization refers to organic optimization of the Client s entire website, in addition to domain name optimization. Search Engine Optimization includes: keyword analysis, keyword effectiveness index, organic page optimization, creation of title and meta tags, content copy,page optimization and coding. Standard provide SEO services for up to 5 pages of Client s website and 3 quarterly updates; perform an analysis of Client s current website and review the analysis with Client and discuss recommendations; and verify recommendations implemented by Client s web development team. Premium Provide SEO services for up to 10 pages of Client s website including local SEO; manage Google places listing; provide a 4 week link building campaign; perform an analysis of Client s current website, and review the analysis with Client and discuss recommendations; and verify recommendations implemented by Client s web development team. provide content copy for all pages mutually agreed up in writing by Client and Pegasus; and cause Client s web development team to implement SEO recommendations. DISTRIBUTION SERVICES HOTELBOOK.COM SERVICES

8 make hotel rate and availability information stored in the Reservation System and hotel content available for booking at the hotelbook.com Internet site (or any successor Internet site); maintain the hotelbook.com website and make modifications to the hotelbook service in its reasonable discretion provided any such modification does not impact Client or any Hotel in a material adverse manner; make rooms and rates available to hotelbook.com until such rooms and rates are sold out; and attempt to achieve priority placement for hotelbook.com with respect to Internet search engine responses. promptly provide Pegasus with the information required by Pegasus (including rates, images and other content) to enable Pegasus to provide the hotelbook.com service to Client and each applicable Hotel. PMS (PROPERTY MANAGEMENT SYSTEM), HRS (HOTEL RESERVATION SYSTEM), and RMS (REVENUE MANAGEMENT SYSTEM) INTERFACE SERVICES PMS, HRS and RMS INTERFACE SERVICES provide Client with access to applicable 1-Way Interface between the Reservation System and an applicable PMS; or provide Client access to applicable 2-Way Interface, or 1.5 Way Interface, as applicable. implement the PMS interface between the PMS and the Client Reservation System, including configuration of the Reservation System as required for the PMS interface. consult and coordinate with the Client and Client s PMS vendor to coordinate the implementation of the PMS interface. Pegasus from time to time may modify PMS Interface Services in its reasonable discretion. For the avoidance of doubt, in connection with use of the PMS Interface Services by Client or any Participating Hotel, Pegasus shall not be responsible for obtaining, arranging or continuing, on behalf of Client or any Participating Hotel, access rights to use any specific PMS vendor platform. For purposes of this PMS Interface Services description Participating Hotel is a property that is owned, managed, controlled, franchised or represented by Client and is identified by Client to receive the PMS Interface Services; PMS Vendor is the third party PMS provider that has a business relationship with the participating hotel. Client will or will cause each applicable Hotel or vendor to: obtain the necessary interface hardware/software to support the applicable PMS interface (additional fees/upgrades may be required by the PMS vendor) enable access to the PMS for purposes of implementing the interface. provide Pegasus with information reasonably necessary to enable Pegasus to provide the PMS Interface Services; set-up each Participating Hotel via the Reservation System;

9 enter into all necessary arrangements with the relevant PMS Vendor with respect to Client s software and hardware versions required to support the PMS interface; be responsible for loading all property code conversions, including room type and rate conversions for the PMS interface; inventory each Participating Hotel s reservations (including groups) and rates in the Reservation System and have exact counts associated with each to match the PMS. Validate counts are in sync upon installation of the PMS interface at all times comply with all procedures and conditions established for use of the PMS Interface Services Disclaimer: Pegasus obligation to provide the PMS Interface Service is conditioned upon Client fully satisfying the requirements stated above. The PMS Interface Service will not support the operation of interfaces that do not employ the OTA/HTNG messaging set. Pegasus will have no obligation or liability (i) for engaging in any work or incurring any expense relating to the development, installation, implementation, or maintenance of any interface to be created by Client in connection with the PMS Interface Service; or (ii) arising from or relating to the operation or failure to operate of any interface that is created by Client in connection with the PMS Interface Services. CHANNEL MANAGEMENT INTERFACE SERVICES CHANNEL MANAGEMENT INTERFACE SERVICES implement the CM interface between the CM and the Client Reservation System, including configuration of the Reservation System as required for the CM interface. consult and coordinate with the Client and Client s CM vendor to coordinate the implementation of the CM interface. Pegasus from time to time may modify Channel Manager Interface Services in its reasonable discretion. For the avoidance of doubt, in connection with use of the Channel Manager Interface Services by Client or any Participating Hotel, Pegasus shall not be responsible for obtaining, arranging or continuing, on behalf of Client or any Participating Hotel, access rights to use any specific distribution platform or participate in any channel management program offered by a third party travel distributor. Pegasus may terminate the delivery of the Channel Manager Interface Services upon prior written notice to Client in the event the business relationship between Pegasus (and/or its affiliated entities) and the Channel Manager Interface Provider terminates. In such event, Client may enter into a contract directly with the Channel Manager Interface Provider to continue receiving services similar to the Channel Manager Interface Services. For purposes of this Channel Manager Interface Services description Participating Hotel is a property that is owned, managed, controlled, franchised or represented by Client and is identified by Client to receive the Channel Manager Interface Services; Channel Manager is the third party channel manager interface tool provider that has a business relationship with Pegasus with respect to the Channel Manager Interface Services. Client will or will cause each Participating Hotel to: provide Pegasus with information reasonably necessary to enable Pegasus to provide the Channel Manager Interface Services; set-up each Participating Hotel via the Reservation System;

10 enter into all necessary arrangements with the relevant travel distributor(s) with respect to Client s participation in the channel management program(s) managed by or on behalf of such travel distributor(s); be responsible for loading all property code conversions, room type and rate conversions for the CM interface; inventory the each Participating Hotel s rates in the Reservation System and have exact counts associated with the rates to match the CM; at all times comply with all procedures and conditions established for use of the Channel Manager Interface Services. VOICE SERVICES VOICE RESERVATION SERVICES answer Calls received via the Pegasus telephone number(s), make, modify and cancel reservations on behalf of Client and each Hotel in the Reservation System in accordance with the information conveyed during Calls. be solely responsible for addressing and resolving any Call made for any purpose other than making, modifying or canceling a reservation or making a complaint concerning noshows, cancellations, no reservation at check in, or similar matters relating to a Reservation; and provide any requested product training, either in person or using a web presentation, to all relevant Call Center personnel at a mutually acceptable time and location. Special Note: Pegasus may subcontract with a third party for the performance at any Call Center of any of the Voice Reservation Services, provided such subcontracting does not affect the performance of the Voice Reservation Services in a material adverse manner. Pegasus will remain liable to Client for the performance of the Voice Reservation Services by such subcontractors to the same extent as if such Voice Reservation Services were performed by Pegasus. Pegasus may at its discretion route a Call to any Call Center in a manner that is consistent with Pegasus then-current standards and methods for routing Calls. GROUPS AND EVENTS CALL SERVICES answer calls made to Pegasus Groups & Events desks from bookers (meeting planners); match meeting planner requirements with participating hotels; solicit matching hotels to request pricing and availability; assist in the negotiation of meeting space/accommodation/f&b/pricing, liaise between meeting planner and responding hotels to identify specific property that meets all requirements; gain agreement from both parties of all policies pertaining to bookings; and transmit bookings via Pegasus Reservation System. respond to Pegasus Groups & Events enquiries within 1 business day; provide Pegasus with all information pertaining to an enquiry to enable Pegasus to respond fully to any meeting planner question;

11 maintain content relating to meeting space within the Pegasus Reservation System; and accept bookings pursuant to the agreed policies Special Note: Pegasus may subcontract with a third party for the performance of the Groups and Events Call Services, provided such subcontracting does not affect the performance of the Groups and Events Call Services in a material adverse manner. Pegasus will remain liable to Client for the performance of the Groups and Events Call Services by such subcontractors to the same extent as if such Groups and Events Call Services were performed by Pegasus. Pegasus may at its discretion route a Call to any Call Center in a manner that is consistent with Pegasus then-current standards and methods for routing Calls. CALL GATING VOICE SERVICES answer Calls received via Client's hotel telephone numbers in the name of Client in the Client s brand name or in the name of the individual Hotel name in accordance with the service options as selected by Client. promptly identify the country markets from which Client wishes to receive call gating voice services; and at the Effective Date of the Services Agreement, and on each anniversary of such date, provide to Pegasus: (i) an annual forecast of the expected volume of Calls for the next twelve (12) months; and (ii) written updates to or corrections of the annual forecast at least forty-five (45) days before the commencement of each calendar quarter of the annual forecast period. Special Note: Pegasus may subcontract with a third party for the performance of the Call Gating Services, provided such subcontracting does not affect the performance of the Call Gating Voice Services in a material adverse manner. Pegasus will remain liable to Client for the performance of the Call Gating Voice Reservation Services by such subcontractors to the same extent as if such Call Gating Voice Reservation Services were performed by Pegasus. Pegasus may at its discretion route a Call to any Call Center in a manner that is consistent with Pegasus then-current standards and methods for routing Calls. CALL CENTER MODULE SERVICES provide Client with access to the web-based Call Center Module to enable Client s reservation agents to communicate with the Reservation System for the limited purpose of creating, modifying and deleting Reservations data. Client acknowledges and agrees that if a Reservation is cancelled in the Reservation System for any reason by any of Client s reservation agents or otherwise, such Reservation must also be promptly cancelled in Client s property management system; and Client further acknowledges and agrees that the Call Center Module cannot be used by Client to modify or cancel a Reservation made by a booking source other than a voice Reservation.

12 WEBSITE SERVICES CUSTOM WEBSITE DESIGN/BUILDING provide custom designs at a fee per page, that includes: 3 custom mockup design selections for the homepage max (using mocked up filler content); 2 rounds of revisions producing final mockup; home and interior pages build-outs, 1 round of revision for interior pages, image slideshow on the home page, Google anchor map; up to 5 hours of professional copy writing; organize a design call, and critique Client s website, and preview examples of websites preferable to Pegasus and Client. International Guest Landing Page: design a landing page to be found by consumers when selecting a language flag on Client s website(the design shall include integration into the look and feel of Client s Website with content up to 400 words to be provided by Client); and translate Client content into the language(s) selected by Customer in the Services Agreement; and search optimize the translated content. Client will: provide information to enable Pegasus to design/build the custom website; and approve the final build out of custom website design.

13 DEFINITIONS: 1-Way (or Standard Interface) means the transmission of Reservation information from the Reservation System to Client s PMS. 1.5-Way (or Enhanced Interface) means the transmission of Reservation information from the Reservation System to Client s PMS, plus the ability to support rate, restrictions and inventory updates between the Client s PMS and the Reservation System. 2-Way (or Full Interface) means the (i) transmission of reservation information, restrictions, rate availability, and group blocks from the Reservation System to Customer s PMS, and (ii) transmission of room inventory from the Customer s PMS to the Reservation System. Automated Rate Solicitation Participant means an organization such as a consortium, business, or an Internet travel distributor that chooses to participate in the Automated Rate Solicitation Program. Automated Rate Solicitation Program means the Pegasus program whereby: (i) an Automated Rate Solicitation Participant submits a request for proposal (RFP) to receive a special/discounted/preferred rate plan(s) at Hotels receiving the Pegasus Connect Services, and (ii) a Hotel receiving the Pegasus Connect Services has the opportunity to submit a Proposal in response to any such RFP. Call means an inbound telephone call regarding Client and/or one or more Hotels made to a Call Center, which is logged by an automated call distributor or similar system. Call Center means any facility or part of any facility that is operated by or on behalf of Pegasus to receive Calls. Commissionable Reservation means a reservation (whether voice or electronic) set forth on the transaction records provided by Client and its Hotels to Pegasus that is identified as commissionable or partially commissionable on such records. Destination Report means a report based on the geographical location of the hotel(s) at which travelers have stayed or will stay based on reservation arrival date. Dimension means a data element that describes each item in a data set, e.g. room category or distribution channel. Hotel means (i) any lodging establishment that is now or hereafter owned, leased, managed, franchised or represented by Client with access to the Pegasus Connect Services; (ii) any location that is now or hereafter owned, leased or managed by Client that provides reservation services to any of the foregoing establishments; or (iii) any entity that is controlled by or under common control with Client with access to the Pegasus Connect Services. GDS means the computerized global distribution systems commonly known as Sabre, Galileo, Worldspan and Amadeus. Group Block means a special rate plan for blocks of rooms that are set aside from the general inventory of the Hotel. A Group Block contains rate, inventory, and group profile information. Group Reservation means a Reservation made via the voice distribution services for 10 or more rooms. Measure means a field that measures business critical metrics including revenue, reservation count or average length of stay. Pegasus Planner means the software tool that enables a Hotel to input certain necessary information concerning sales and marketing opportunities. Proposal means Client's and/or any of its Hotel's response(s) submitted electronically via the Nexus Software in response to a rate solicitation request for proposal submitted by an Automated Rate Solicitation Participant. Rate Parity means identical room reservation rates (including the same rates/package features/conditions) across all distribution channels for publicly available retail rates. Reservation means all guest room reservations with Client and its Hotels recorded in the Reservation System. A cancelled booking will continue to be considered a Reservation for all purposes unless it is cancelled through the Reservation System according to the local cancellation policy.

14 Reservation System is the central reservation system and all supporting application programs and interfaces, operated by Pegasus, that perform central reservation processing, data management and related functions in connection with the Pegasus Connect Services, and any successor or replacement central reservation system, supporting application programs and interfaces performing the same functions. Source Report means a report based on the geographical location of the travel intermediary that initiated the reservation transaction.