Subject & Goal
The main goal of this article is to give a detailed description and instructions on how to deal with certain partner channels by highlighting its main aspects, which need special attention.
This article contains general information and instructions on how to better understand the processes and steps that need to be taken while dealing with reservations from partner channels, which are a rare find as of this moment.
Marriott/Homes and Villas
Marriott reservations will have the Channel status as Marriott (HVMI). Once you click on “Open Channel,” it will take you to MyBookingPal’s Admin Portal. Through this, the following information will be visible to you:
- Guest’s Arrival/Departure dates
- Loyalty Level
- Number of Nights
- Property Name & Unit
- Booking Total
- Sources (For example: HMVI, Google, etc.)
- Breakdown
If you want to find out more information about HVMI Bookings, such as the guest’s payment method, cancellation policy, etc., you will have to access Marriott’s HVMI’s Login through:https://channel-portal.homes-and-villas.marriott.com/ Once logged in, you will be redirected to the following page:
You will need to click on the “Reservations” tab and you will be greeted with all of our Marriott reservations. Please note that Marriott has their own reservation code, composed of the letter M and followed by 13 numbers. In this tab, you will have access to all of the necessary information. Marriott has 3 Status: Confirmed, Canceled, and Failed.
*Failed reservations mean that they are not active as the guest did either not complete the reservation or had issues with the payment.*
Once you click on a certain reservation, you will be able to see the following:
In this section, you will have access to:
- Reservation & Customer ID
- Guest Name/Email
- HMC Reservation ID (Host Managing Company), example: 288322725
- HVMI Reservation ID, example: M1686972002946
- Dates
- Booking, Arrival & Departure
- Cancellation Policy and the Last Day to Cancel
- Property
- Listing ID/Property name/
- HMC Property ID
- HMC Name & ID
- Totals
- Rate Total / Applied Taxes / Discounts etc.
- In this section, you can check if the guest paid fully in cash, points, or both (Mixed payment).
In the images below, you can find a reservation paid fully in cash, fully in points and by a mixed payment:
- Points and Discounts
- Points Earned / Redeemed / Refunded
- Eligible Cash Option
- Discount Code / Percent / Amount
- Reservation Type: Cash / Points / Cash & Points
- Refund Type
- Transactions
- Can be either Accepted or Rejected
- Can be either Accepted or Rejected
How to cancel a Marriott Reservation
If you need to cancel a Marriott reservation, please follow these steps:
- Get approval from Ashot.
- Inform the Guest of the cancellation.
- Cancel the reservation from the HVMI Channel.
- Proceed with the refund.
How to refund a Marriott reservation?
- If the reservation is non-refundable, the refund needs to be confirmed by either the area manager/supervisor
- Log in to the HVMI Portal
- Select the reservation that needs to be refunded
- Click on “Guest Refund”
- You will see a window on the right side corner with the options: Partial Refund & Full Refund.
- Select the reason for the Refund: Other
- In the comments section, write "Gesture of goodwill per the previous communication"
- Transfer the case to the supervisor to confirm the refund
Tripadvisor/Flipkey
Flipkey is Trip Advisor's subsidiary company. Their reservation ID starts with BR followed by 8 numbers. Once you log in to Tripadvisor, you will be automatically redirected to the Inbox page, where you will see all the past messages from confirmed, past, and canceled bookings as well as inquiries.
At the top of the pages, you will see the following options:
- Inbox
- Calendar
- Bookings
- Listing
- Track Payments
- Reviews
The pages that the CC Team will need the most are Inbox and Bookings.
Within the Bookings page, you will have access to all the reservations made through Flipkey or Tripadvisor. You can filter your search through specific properties and specific dates. You will also have access to the guest’s payment plan, which allows you to check if it’s fully or partially paid, by seeing their scheduled payment date.
Once you select a booking, you will have access to the full details of the reservation, view the conversation, and even cancel the reservation if need be. When clicking on View conversation, you will also be able to Edit the booking, however, you can’t edit bookings within 7 days of check-in. You can change the reservation date and guest number through this option.
HomeToGo
For HomeToGo reservations, we do not have the option to “Open Channel” in the reservation dialogue. The payment method will be “Stripe,” and they will be sending us the amount.
Whimstay
For Whimstay reservations, we do not have the option to “Open Channel” in the reservation dialogue. The payment method will be “Whimstay”, and they will be sending us the amount.
How to cancel a Whimstay reservation
To cancel a Whimstay reservation, simply cancel it from the reservation dialogue by changing the status from "Active" to "Cancelled" from the "More" dropdown menu.
How to refund a Whimstay reservation
To refund a Whimstay reservation, an email needs to be sent to their support jennifer.hardy@whimstay.com through Rackspace. Please make sure to include all reservation details in the email and post a screenshot of the sent email in the comments.
Cancellation Policy
All Whimstay reservations will follow the same cancellation policies as we have stated on Hosteeva. To view this cancellation policy, scroll down the reservation dialogue and hover your mouse on the info button next to cancellation policy.