Author: Pradeep Raj / Sarah Stanley
Creation Date: March 2, 2021
Last Updated:
Purpose: This document outlines steps that GraceSoft staff and client need to take
- When a connection between Easy InnKeeping and the 3rd party OTA is setup and handed over to the client and
- When the support makes changes in rate/rooms or rules in the PMS and sends it to the OTA.
1.1 BOOKING.COM
1.2 SETUP NEW CONNECTION
RESPONSIBILITIES for GRACESOFT team members
Sales/Accounts Rep shall
- Confirm Setup Fee has been paid for the requested connection by updating or creating ticket SETUP OTA Property Name_ID
- Assign to Level 1
Level 1 shall Instruct the client to:
- STEP 1: Establish your OTA Account
- STEP 2: Select Gracesoft as your Channel Manager
- https://help.easyinnkeeping.com/documentation/online-travel-agent-bookings-with-direct-connect/
- or send canned response #OTA Setup1
- Assign to Jim/ Level 2
Level 2
- Receive TICKET from Level 1 or accounts for OTA Setup
- If you are waiting for OTA request from Booking.com, please email the client and ask them to select GraceSoft as channel manager.
- If you receive an OTA Request from Booking.com in otasupport@gracesoft.com and there is NO OTA SETUP ticket for that property, please assign ticket to Billing Team to verify whether the property has paid.
- Go to Super Admin>> open the property>> Under Display features>> Enable Booking.com.
- Level 2 support team will create the excel with mapping details
- When there is a mismatch in room type or in occupancy, Level 2 team will upload the excel to the ticket and assign it to US support team to verify with the client and do the required updates in PMS.
- Assign ticket to Level 1 when mapping is all completed and confirmed
Level 1
- Before sending rate and availability to OTA after initial setup
- Responsibility of Level 1
- Setup a GOTO meeting with the client before opening the property for booking in the OTA
- Verify with them about the rooms, rates, minimum nights conditions, occupancy rules and then open the property for booking.
- In the presence of the client, do a booking from the OTA and verify the reservation download and cancellation in the PMS and the updates in PMS and OTA portals.
- In the presence of the client, send rates and availability and verify on Booking.com
2.1 AIR BNB
2.2 SETUP NEW CONNECTION
Sales/Accounts Rep shall
- Confirm Setup Fee has been paid for the requested connection by updating or creating ticket SETUP AIRBNB Property Name_ID
- Assign to Level 1
Level 1 shall
- Go to Super Admin>> open the property>> Under Display features>> Enable Channel manager.
- Request client to complete the AirBNB checklist
- Send #AirBNB SETUP with Axis Rooms
Property Name:
Property Address:
Website Address
Telephone number:
(Full number – Example: +66 1 234 5678 )
Number Of Rooms:
Contact Name: (First & Surname)
Contact Email Address:
Existing Property Management System:
(Existing PMS if have)
Email address to receive 0 inventory notification:
(when inventory is 0, we will notify hotel for top up)
- Via Chat, Phone or GOTO help client retrieve the AirBNB HOST ID and AirBNB Login credentials:
Client either has to disable 2 factor verification OR attend phonecall / GOTO with Level 1
Where will you find the Host ID?
After logging into the extranet – Go to profile and the ID you see in the URL of the Profile is your Host ID.
Highlighted below is the Host ID – Copy or make a note of it.
- Verify list of ROOM TYPES that should be linked to AirBNB.
- Each ROOM should have separate ROOM TYPE and UNIQUE RATE TYPE in Easy InnKeeping.
- Once Property Checklist, Room Type list and HOST ID are added to the ticket, assign to LEVEL 2
Level 2 shall
FOLLOW steps to setup AxisRooms connection (See AirBNB Onbaording from Axis Rooms.pdf )
Does any of these steps below need to be done by Deepa or Level 1?
Need to define who can do the rest of these steps / whether any CLIENT VERIFICATION required.
Step 2 – Go to the User Details page of the property and select View Hotel Details, Once here select Channel Manager-> Settings.
Step 3 – Selecting the OTA, Select AirbnbNew from the dropdown……
- Assign ticket to Level 1 when mapping is all completed and confirmed
Level 1
- Before sending rate and availability to AirBNB after initial setup
- Responsibility of Level 1
- Setup a GOTO meeting with the client before opening the property for booking AirBNB via Axis Rooms channel manager
- Verify with them about the rooms, rates, minimum nights conditions, occupancy rules and then open the property for booking.
- In the presence of the client, do a booking from the AirBNB and verify the reservation download and cancellation in the PMS and the updates in PMS
- In the presence of the client, send rates and availability and verify on AirBNB
3.1 EXPEDIA
3.2 SETUP NEW CONNECTION
RESPONSIBILITIES for GRACESOFT team members
Sales/Accounts Rep shall
- Confirm Setup Fee has been paid for the requested connection by updating or creating ticket SETUP OTA Property Name_ID
- Assign to Level 1
Level 1 shall Instruct the client to:
- STEP 1: Establish your OTA Account
- STEP 2: Select Gracesoft as your Channel Manager
- https://help.easyinnkeeping.com/documentation/online-travel-agent-bookings-with-direct-connect/
- or send canned response #OTA Setup1
- Assign to Jim/ Level 2
Level 2
- Receive TICKET from Level 1 or accounts for OTA Setup
- If you are waiting for OTA request from Booking.com, please email the client and ask them to select GraceSoft as channel manager.
- If you receive an OTA Request from Booking.com in otasupport@gracesoft.com and there is NO OTA SETUP ticket for that property, please assign ticket to Billing Team to verify whether the property has paid.
- Go to Super Admin>> open the property>> Under Display features>> Enable Expedia
- Level 2 support team will create the excel with mapping details
- When there is a mismatch in room type or in occupancy, Level 2 team will upload the excel to the ticket and assign it to US support team to verify with the client and do the required updates in PMS.
- Assign ticket to Level 1 when mapping is all completed and confirmed
Level 1
- Before sending rate and availability to OTA after initial setup
- Responsibility of Level 1
- Setup a GOTO meeting with the client before opening the property for booking in the OTA
- Verify with them about the rooms, rates, minimum nights conditions, occupancy rules and then open the property for booking.
- In the presence of the client, do a booking from the OTA and verify the reservation download and cancellation in the PMS and the updates in PMS and OTA portals.
- In the presence of the client, send rates and availability and verify on Expedia
4.3 BOOKING.COM OR EXPEDIA
4.4 MODIFY/ADD/DELETE ROOMS OR ROOM TYPES
- Before the support team sends rate / availability to OTA after making any changes in rates, rooms, minimum nights, occupancy and mark up rate rules.
- Responsibility of support team
- Setup a call with the client before sending rates/ availability to OTAs
- Verify with them about the rooms, rates, minimum nights conditions, occupancy rules
- Send Rates/ Availability to OTA and confirm if the update happened In the OTA portal.
- When there is a mismatch in rates or availability for Expedia OR booking.com ,
- Support personnel that first receives the issue (Level 1 or 2 Support) shall
- close the room types in question till we inform and sort out the issue with the client.
- Contact the client by email and phone, informing them the room type is closed, until we fix and verify the room /rate matching with the client
- Level 2 Support shall
- Document the room type/rate mismatch
- Level 1 support shall
- Setup a call with the client before opening the property for booking in the OTA
- Verify with them about the rooms, rates, minimum nights conditions, occupancy rules and then open the property for booking.
- In the presence of the client, do a booking from the OTA and verify the reservation download and cancellation in the PMS and the updates in PMS and OTA portals.
- Support personnel that first receives the issue (Level 1 or 2 Support) shall