Not all bookings through online travel agents, such as Booking.Com and Expedia are pre-paid for.

Some reservations have a virtual card INCASE it is needed, but otherwise the guest will need to pay for everything as normal.

Look for signifiers like these in the notes:

-Hotel Collect Booking.

-This virtual card can only be used in the case of a no-show or cancellation.

-You have received a virtual credit card for this reservation.You may charge it as of 2021-12-17.

Virtual Cards are only loaded to the value of the rate booked (i.e Bed & Breakfast) and will not cover additional costs, such as food and drink charges to the room.

Please make sure that you are only charging the value of the room and breakfast to the Virtual Card.

Currently, in HLS, payment types (Card, Cash, Cheque etc) are hard coded in the system. This means that we can’t just ‘add’ a payment type called Management Charge.

Until this is available, process your management charge by selecting Cheque. You have the availablility to then put the subtype as ‘management charge’ and add notes about the reason for the comp.

Here’s a crib sheet for it too!

There is an option for a gift voucher on the ‘Process Payment’ screen - where you must input the Gift Card number and confirm the value on the card, before then taking payment from it.

For a quick video tutorial, click here!

If you need a reminder on how to check the balance on a gift card outside of HLS: click here.

If you can’t charge the customer card, please judge how to fix the issue depending on the ‘Error’ shown on the page.

If the error is that the transaction failed due to insufficient funds, you need to contact the guest and work for an alternate payment method.

If the error is elsewhere, you will need to contact HLS.

DO NOT CANCEL a guest from a 3rd party site on HLS.

Until the guest checks in with us, they are the 3rd party site’s guest and not yet ours, therefore cancellations need to be managed with them, who will relay the message to us.

The 3rd paarty site will remove the booking from our diary when sorted. If you cancel the reservation, it will cause an error when the guest cancels online.

Not all bookings through online travel agents, such as Booking.Com and Expedia are pre-paid for.

Some reservations have a virtual card INCASE it is needed, but otherwise the guest will need to pay for everything as normal.

Look for signifiers like these in the notes:

-Hotel Collect Booking.

-This virtual card can only be used in the case of a no-show or cancellation.

-You have received a virtual credit card for this reservation.You may charge it as of 2021-12-17.

Virtual Cards are only loaded to the value of the rate booked (i.e Bed & Breakfast) and will not cover additional costs, such as food and drink charges to the room.

Please make sure that you are only charging the value of the room and breakfast to the Virtual Card

If your guest has paid through a 3rd party website, they need to contact that website to claim a refund.

The guest has paid them and NOT us, therefore they need to be in contact with the online travel agent to claim this

Corporate rates are built into the ‘Vouchers’ section of HLS. If you go to apply a voucher to the reservation and there is no voucher for the company that you’re looking for - they don’t have an aggreement with us!

You can also see the corporate rates by clicking here.

To set up a corporate account, a guest needs to fill out a form to assess their suitability and then we can quote what rate we can offer.

They need to fill out this Corporate Agreement Application Form, which will go to Pete and Rhiannon, who will manage it from there.

If the reservation doesnt have notes about the company paying for the reservation, there is no ledger facilities for the company and there is no card attached - it is likely that we need to charge the customer for the stay.

If the CEO Team arrange alternative payment with the company in question, there will be notes on the booking explaining this.

Please also check if the company has invoicing facilities to charge the room back to.

Use ‘Forgot Password’ which prompts an email to be sent to your user email. You will then be able to renew your password from there.

Please ensure you share the new login details with other team members that may use these credentials

Send a teams message to Rhiannon, Molly or Donal, who can reset the password on your account manually.

These reservations can be paid for by using the ledger facilities. Please be aware that the ledger will ONLY cover the Bed and Breakfast charges - not any additionals that the guest might purchase when there.

The ledger name is ‘SmartBox Group UK Ltd’

FYI; Smart Box, Red Letter Day and Buy A Gift are all the same company :)

Off Peak Luxury (OPL) have ledger facilities to cover what is in the package for the booking.

You’ll see the contents of the package in the notes of the booking to see what the ledger will absorb - so that you are aware what guests are to pay for.

Pets Pyjamas have ledger facilities to cover what is in the package for the booking.

You’ll see the contents of the package in the notes of the booking to see what the ledger will absorb - so that you are aware what guests are to pay for.