RIU PARTNERCLUB-CODE & PASSWORD

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1 How can I contact the RIU PartnerClub RIU PARTNERCLUB-CODE & PASSWORD How can I access the RIU PartnerClub members-area on with my password My password is not working. What should I do I forgot my RIU PartnerClub-code. What should I do I forgot my password. What should I do How can I change my password RIU PARTNERCLUB-CODE POINTS I forgot to insert my code in a RIU-booking I made. What should I do How can I transfer points to a colleague Do my points expire when I don t use them When will the points show on my account I have made a booking but didn t receive the points for it. What should I do Is it possible to create an agency-account so that all the travel agents can collect their points together How can I check which bookings have already been credited to my account RESERVATIONS Where can I find the prices for stays at RIU Hotels How can I book a stay at a RIU Hotel with the RIU PartnerClub Which room types are available Is it possible to book more than one room for a stay Is my booking binding when I make a reservation How can I change my own reservation How can I cancel my own reservation Do I have to pay a cancellation fee when canceling my reservation Is it possible to use provisional points for my reservation AT THE DESTINATION I am already at the hotel and want to extend my stay. How can I do that I am already at the destination and want to change the hotel. How can I do that OTHERS Where can I find the contact details of the RIU Hotels Why aren t there any rooms available through the RIU PartnerClub although tour operators still have allotment for the same hotel

2 How can I contact the RIU PartnerClub You can contact us during our office times, Monday Friday from 9:00 17:00. RIU PartnerClub Tel: RIU Centre Fax: Playa de Palma [email protected] Mallorca, España RIU PARTNERCLUB-CODE & PASSWORD How can I access the RIU PartnerClub members-area on with my password Click on "RIU PartnerClub and then select "Access for registered members, then insert your RIU PartnerClub-code without the "= -signs. Please remember to write your password with the first letter capitalised and the rest in small letters. Example: RIU PartnerClub-code: ABCD Password: Test My password is not working. What should I do 1. Please check if you are on the RIU PartnerClub website. For accessing RIU Class, Travel Agents or RIU Professionals other login-details are required 2. Please check if you wrote your RIU PartnerClub-code correctly 3. Please remember to write the password with the first letter capitalised and the rest in small letters If you still have problems accessing the RIU PartnerClub members-area please contact us via ([email protected]) indicating your name and surname, as well as your agency details or your RIU PartnerClub-code. We will then check your login-details and contact you as soon as possible. I forgot my RIU PartnerClub-code. What should I do Please send us an to [email protected] indicating your name and surname, as well as your agency details. We will then check your login-details and contact you as soon as possible.

3 I forgot my password. What should I do You can send us an to [email protected] indicating your name and surname, as well as your agency details. Please remember that it s not possible for us to send you your colleague s login-details because this information is confidential as it contains a personal password. In this case please ask him/her to write us an personally requesting the password. How can I change my password Please send us an to [email protected] with the following information: 1. Your name & surname 2. Your current password 3. The new password RIU PARTNERCLUB-CODE POINTS I forgot to insert my code in a RIU-booking I made. What should I do It s possible to submit bookings for points online on our website. You can send us reservations until 9 months after the client s departure from the hotel. You can also send us bookings with future departure dates. Please log-in with your code and your password to the RIU PartnerClub member s area and click on "Submit reservations for points. Fill in the online request for a points update and we will check all reservations in order to pay you the corresponding points due. How can I transfer points to a colleague - To a colleague in the same agency To transfer points between members of the same agency from one account to another, all we need is the written consent from the person who wants to transfer the points indicating the exact amount of points and the accounts the points are to be transfered between. It would also be necessary that the fax is signed by the person who wants to transfer the points from his own account to another.

4 Do my points expire when I don t use them No, your points don t expire meanwhile you are working as a travel agent. Please remember that codes from which we don t receive bookings for more than one year will be cancelled automatically. When will the points show on my account The points will show on your account after the client s departure from the hotel. Before your clients travel the points are declared as provisional points I have made a booking but didn t receive the points for it. What should I do If you haven t received the points corresponding to a reservation you have made, you have the possibility to submit reservations for points on our website. Please log-in with your code and your password to the RIU PartnerClub members area and click on "Submit reservations for points. Fill in the online request for a points update and we will check all reservations in order to pay you the corresponding points due. Is it possible to create an agency-account so that all the travel agents can collect their points together Unfortunately that s not possible. Points can only be credited to the personal account of a travel agent. How can I check which bookings have already been credited to my account Entering the RIU PartnerClub members area you can see how many points you have on your account at the moment. Please log-in with your code and your password, click on "Service and then on "Request a statement of your account. By entering the period you wish to check you will see an overview of all your points added to your account at the moment. If there are reservations missing please fill in the online request for a points update ("Submit reservations for points ) and we will check all reservations in order to pay you the corresponding points due.

5 RESERVATIONS Where can I find the prices for stays at RIU Hotels In the RIU PartnerClub members area you can see a complete pricelist with the needed points/partner prices for stays at the different hotels. Please click on "Bookings and then choose the season you are interested in. You are able to view your personal price (depending on your RIU PartnerClub status normal or classic). All prices are valid per person per night. How can I book a stay at a RIU Hotel with the RIU PartnerClub Please log-in with your code and your password to the RIU PartnerClub members area, click on "Bookings and then on "Make a booking. All you have to do is select the holiday destination, indicate the departure and return date and the number of points you would like to exchange. In the second step you will see a list of the available hotels for your travel dates from which you can choose the hotel you like best and book it online directly. Please print out your booking confirmation (voucher) and take it with you to the hotel to proceed the check-in. Which room types are available The RIU PartnerClub allotment includes standard-rooms in all RIU Hotels. Other rooms types can only be requested as a clients wish directly to the hotel. Is it possible to book more than one room for a stay No, unfortunately that s not possible. You are able to make a reservation for one room per RIU PartnerClub-code. To book more than one room, various RIU-codes from different travel agents would be necessary. Is my booking binding when I make a reservation Yes, all bookings you made through the RIU PartnerClub are binding. During the first 2 hours after making your reservation the cancellation is free of charge. For all other cancellations we charge a cancellation fee of 1000 points.

6 How can I change my own reservation Please log-in with your code and your password to the RIU PartnerClub members area, click on "Bookings and then on "My bookings. There you can check all the stays you have previously booked through the RIU PartnerClub. Choose the reservation you want to modificate and follow the different steps until the system confirms that the changes were made successfully. Please print out your new booking confirmation (voucher) for the check-in at the hotel. How can I cancel my own reservation Please log-in with your code and your password to the RIU PartnerClub members area, click on "Bookings and then on "My bookings. Choose the reservation you want to cancel and follow the different steps until the system confirms that your reservation definitely has been cancelled. Do I have to pay a cancellation fee when canceling my reservation During the first 2 hours after making your reservation the cancellation is free of charge. For all other cancellations we charge a cancellation fee of 1000 points. Is it possible to use provisional points for my reservation Unfortunately it s not possible to use provisional points for bookings. You can only use points which are already on your account. If you receive points after making the reservation but before your departure, it s possible to change the payment of your booking to more points until 8 days before departure. To proceed this change of your reservation please click on "My bookings and choose the reservation you would like to modificate. Follow the different steps until the system confirms that the changes were made successfully. Please print out your new booking confirmation (voucher) for the check-in at the hotel. AT THE DESTINATION I am already at the hotel and want to extend my stay. How can I do that Please contact the RIU PartnerClub head office at Mallorca. We will check if it s possible to extend your stay and modificate your reservation. Please remember that all changes are due to availability of rooms in the hotel. You can contact us during our office times, Monday Friday from 9:00 17:00, tel

7 I am already at the destination and want to change the hotel. How can I do that Please contact the RIU PartnerClub head office at Mallorca. We will check availability in the other hotels for you and change your reservation if possible. You can contact us during our office times, Monday Friday from 9:00 17:00, tel OTHERS Where can I find the contact details of the RIU Hotels You can find the contact details and other information of all RIU Hotels on and in the members area of RIU Professionals. Also the RIU Sales Manual provides this information. In case of any other questions or doubts please contact the RIU PartnerClub head office at Mallorca. Our office times are Monday Friday from 9:00 17:00, tel or [email protected]. Why aren t there any rooms available through the RIU PartnerClub although tour operators still have allotment for the same hotel The RIU PartnerClub works like a tour operator and has an own allotment for the different hotels. In the case that the hotel you would like to book doesn t have any rooms available anymore for your travel dates, you can contact our headoffice at Mallorca (tel or [email protected]) from 10 days on before your departure to ask for a special permission. Earlier requests can t be proceeded due to the tour operator allotments in the hotels. Thank you for your understanding!