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Start-up Questions |
Revenue Management Questions |
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Customer Service Questions |
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Start-up Questions |
Why would I want to work with a Central Reservation Services (CRS) Provider? Back to Top
- A CRS can connect you to the Global Distribution System (GDS) representing thousands of travel agents around the world, and to Online Travel Agencies (OTAs) that book reservations online such as Expedia, Travelocity, hotels.com and many more. In addition, you have access to travel portals updated regularly to book your property. A CRS also can provide a proprietary web booking engine, private label voice reservations, group reservations and other programs and tools to increase your visibility, reservations and revenue. While CRS services may have similar services, how they handle customers and implement those services can be very different. When looking at CRS providers use the worksheet provided under “Getting Started Today” tab to compare offerings.
What services do you offer? Back to Top
- We offer a wide range of services. Our CORE services are iLINK,(our booking engine), eLINK (connectivity to the major GDS/OTA Channels), vLINK (private label call center services available 24/7 week), gLINK (group reservations), and ONtarget revenue consulting customized to your needs. These services are supported by RESmatrix our web-based data management tool so all property information is in one easy-to-use tool.
What sets you apart from other CRS providers? Back to Top
- There are really three things that differentiate us from other CRS providers our customer service, our focus and choice. Our Customer Service is unparalleled in the industry and backed by The InnLink Gold Standard of Service Guarantee:
We are not afraid to stand behind our promises. All calls and emails for service and support are responded to WITHIN 60 MINUTES or you can tear up your contract! Our focus in the mid-scale market facilitates the ability to define service and product offerings specifically designed for our customer segment. And we provide choice with flexible pricing models and levels of revenue management activity to fit different customer needs.
How many accounts does InnLink represent? Back to Top
- Over 3000 all around the world! These include Independents, Chains, Franchises, Resorts, Inns and Bed & Breakfasts.
How much revenue can I expect to get from a CRS? Back to Top
- Many factors influence the contribution you can expect from a CRS provider including your location, rates, your own website, and the services you choose to implement. An InnLink Sales Manager can evaluate these factors with you to provide estimated revenue, estimated costs and annual ROI (your return on your investment.)
How long does it take to get active with InnLink? Back to Top
- Implementation can begin as soon as a signed contract is received with the Implementation fee. Depending on what services you are implementing, the status of your current website, and whether you have been on the GDS previously the process can be implemented in phases to get your booking engine up in several days and may require up to 60 days to get full visibility on travel websites.
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Revenue Management Questions |
How can I maximize revenue for my property? Back to Top
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Manage your rates based on demand and season – Stay up to date on peak demand time periods. As demands fluctuate so should your rates. In times of low season, it is important to keep price consistent with your competition. During high season you don’t want to set your rates so high that you drive your guests to stay with the competition. Look at the different demand patterns measuring call volume, website activity and reservations booked.
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Use the RESmatrix reporting package to analyze trends for your property. Contact your Revenue Manager for more information.
How long does it take rates to be updated? Back to Top
- Rates and Availability are seamless or real-time, if updated on RESmatrix. If rate changes are faxed into Customer Support, you can expect your rates to be updated within 24 hours.
How can I get better placement on the websites? Back to Top
- Participate in the Net Rate or Opaque programs. Favorable customer reviews, consistent availability of inventory and pro-active payment of commissions if you are a retail display.
Can I have a minimum night stay attached to a rate code?
- Yes, you can set minimum stay requirements at Rate Code or Room Type or combinations and make those
requirements immediately available.
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How many room types can I have?
- You may have unlimited room types for the BBE, groups, ect., though only 16 will be displayed to the GDS and OTAs.
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How can I market my property better to improve reservations? Back to Top
- You can sign up with your local Convention and Visitors Bureau, Chamber of Commerce, as well as any state associations to get more exposure within your community. Creating relationships with local businesses in the community can increase your corporate business reservations.
- Keep your property’s website up to date with design and technology. Frequently update your property description and content on your website.
- Participate in pay-per-click and Search Engine Optimization (SEO) services.
Do I have to set up that I pay 10% travel agent commission on my Back to Top
discounted rate codes such as AAA or AARP?
- Industry standard is that yes, you pay commission on discounted rates. If you choose not to it could affect your display on websites and the volume of reservations you receive from Travel Agents.
If I decide to go from Independent to a flag are there penalties for Back to Top
canceling my services with you?
- There is no fee to cancel your services with InnLink prior to the end of your contract if you decide to sell, change ownership companies, or flag your property. The property is only required to pay the difference of any implementation discounts provided during initial sign up. We do require a 30 day notice.
How do I get the link for the booking engine? Back to Top
- Prior to activation date or on the date of activation, our Implementation Team will email you a link to forward to your webmaster to place on your website. This will also accompany any information pertinent to the placement of the booking engine on your website.
What additional services does InnLink provide and what are the costs? Back to Top
- Additional services information is available on the website in the “How can we help you? ONtarget Revenue Consulting” option. Services are described in “Increasing Your Revenue”, “Revenue Management Tools”, “Connecting to your Customers”, and “Time Saving Tools” tabs. One sheet information with additional features, benefits and costs are also available from your revenue manager.
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Customer Service Questions |
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I don’t know my password. Can you help me? Back to Top
- Assistance is available 24hrs a day to all properties.
Verification of the caller is confirmed by name and position held at the property.
The password is emailed to the caller email in RESmatrix after security measures are met.
I’m the new manager and understand my password
can be changed. Back to Top
But why would I want to?
How often should I use the RESmatrix system? Back to Top
- The answer is different for each property and must be addressed on an individual basis. RESmatrix is designed to accommodate properties of various complexities. Each component of RESmatrix is used differently by each property. RESmatrix can be used as often as needed and anytime. All that is needed is an internet connection, user name and password. InnLink Customer Service is always here 24 hours a day for support in case help is needed.
How can I tell which website booked my reservations? Back to Top
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The Reports option can provide you with a variety of information in different formats. The report most often used is Reservation Arrival as it offers the following information:
Date reservation was booked
Confirmation number
Guest Name
Market Code (Rack, AAA, SC, AARP, etc)
Source BBE (Branded Booking Engine), Expedia, Orbitz, Sabre
PMS Code for Room Type
Arrival and Departure Date
Amount of stay (less taxes)
Number of Nights
IATA# and Agency
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If the reservation was booked through an agency, the IATA number, agency name and address will be listed in the Travel Agency report.
How will I get reservations sent to my hotel Back to Top
How do I know which method of transmission will be used and what will Back to Top
happen if my transmission method is down?
- The primary method of reservation delivery is chosen by the customer during the sales process. Back-up transmission methods are normally established during service implementation. Typically, if a PMS interface is in place back-up is email or fax. If email or fax is the primary method the default back-up is manual with a phone call to the property.
Why is my property not receiving reservations transmission? Back to Top
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Depending on what method of communication they are using will determine what research is necessary.
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If a fax machine is being used make sure it has paper in it. Also, ensure they have a dedicated fax line in place. Contact Customer Service to resend reservations.
- If they are using an email address, ask what security setting they have set. Check spam filter and ensure the email address InnLink is sending transmission from is not being blocked.
- If it is an interface property, depending on what interface is installed will determine what research and resolution is necessary.
Do I have to offer all of my rooms to InnLink or should I hold rooms back? Back to Top
- The more rooms you provide to InnLink the more rooms we can sell on your behalf. With a PMS/CRS interface you get real time updates on availability to have the best control with the most sales opportunity. Without an interface inventory may need to be managed more actively.
How do customers cancel online reservations? Back to Top
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Changing and canceling reservations are subject to distribution channel guidelines. Cancellation or modification procedures are controlled by the point of origin of the reservation.
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eLINK – Electronic reservations have one of two sources of origin: either GDS or ADS initiated. Electronic reservations should be cancelled through the website or travel agency that confirmed the reservation. Each eLINK reservation has an associated electronic transaction fee. In order to avoid electronic transaction fees during the cancellation process, a guest should return to where they made the reservation to cancel or change the status.
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iLINK- Branded booking engine reservations made the property’s website may be changed or cancelled either through the booking engine or through the call center operation.
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vLINK – voice initiated reservations made through InnLink’s call center may be changed or cancelled either through the call center operation or through the iLINK booking engine.
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| Accounting Questions |
How does InnLink invoice properties? Back to Top
- Invoices are generated monthly and are available online through RESmatrix and are emailed to your billing contact. We offer payment with two automatic payment choices ACH or Credit Card.
Do I pay travel agents in addition to InnLink's fees or Back to Top
do you collect for the Travel Agents
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- InnLink does not bill you for the Travel Agent Commissions. Reservations electronically confirmed via the GDS or Pegasus may incur a commission cost. Travel Agencies as well as GDS and Pegasus associated websites will invoice InnLink clients separately for reservation commissions. The amount varies by agency and website but is usually in the range of 8% to 10% of the Reservation Revenue. We have partnered with Perot Systems to provide an easy to use automated online commission payment service. Contact Revenue Manager to learn more about TACS (Travel Agent Commission System).
How do you know if a Commission payment is due? Back to Top
- Transmissions that are sent to the property upon confirmation of an electronic reservation will include information about the Travel Agency or website associated to the reservation such as IATA number, street address, and phone number. Feel free to contact the Travel Agent or website associated to the reservation with commission payment questions or concerns.
- InnLink Clients may proactively plan commission payments by utilizing InnLink’s RESmatrix Reporting Feature. Utilizing reports such as Business Source Activity, Travel Agent Activity, and Pegasus Activity is an excellent way to view reservations that have Travel Agent or website association that require commission payments.
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