How Call Center works

 

Once the Call Center User make a reservation for a client:

  1. The reservation is recorder to the extranet with status Request ( )

 

  1. No Reservation Notification Email is delivered to the hotel

 

  1. No Confirmation Notification Email is delivered to the customer

 

  1. A Pre-Booking Notification email is sent to the client. 


The Pre-booking notification email is used to ask the client to update his credit card details (or make the payment) in order to confirm the reservation. 

 

The Pre-booking notification email includes a single link that the client has to follow. Once the guests click on the link, they are redirected to the booking engine where they can update their credit card details or make the payment of the required deposit in case a connection with a Payment Gateway is used (I.e. Cielo)

 

For more than one reservations, once the guest clicks on the link, he is redirected to the booking engine where he can see all his reservations and he must make the payment for each reservation separately.

 

The client has to click on the Link in order to be redirected to the online section where he can Update their cc details or make an online payment.


Once the client updates his cc details or completes the payment then:

 

  1. The new Reservation Notification Email will be sent to the hotel 
    1. For direct payment, the Reservation Notification Email also includes the Payment Details (Transaction ID, Number of instalments, Cc type)
    2. For cc details update, a new email is sent to the hotel with subject “RESERVATION CREDIT CARD INFORMATION UPDATE” and includes the key to be used to decrypt the credit card.

 

  1. The status of the reservation in the extranet will be changed to Approved 

 

  1. The Reservation Confirmation Notification Email will be sent to the client

 

  1. In case of direct payment, a Payment Confirmation email will be sent to the client including the total amount of payment, the Reservation ID reservation and number of instalments (if applied). 

 

 

 

Note

The hotel needs to check manually in which reservations the status remains “Request”. For these reservation no payment or cc update has been made and the hotel can decide if they will reject or not these reservations.There is an automation present in the extranet to automatically reject the Pending/On request reservation within the timeframe of your desire.

In case the hotel decides to Reject the reservation, the availability is automatically updated.