User Guide Exclusivelyhotels

USER GUIDE

LOG IN

 Log onto the website – www.exclusivelyhotels.com  Enter your log in details and click "continue" to enter your account.  If you have forgotten your password please enter your Username and click for the reminder. We will email you your password within minutes.  If you have forgotten your Agency Name or User Name please e-mail [email protected] and we will contact you with the right information.

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24/7 call centre support

HOME PAGE

1. Make a new booking

Hotel availability search

 Complete the search options (predictive text in the location field; search for airport codes possible).  For bigger destinations, such as London you will be able to select between the city, districts and airports. This facility allows you to narrow down your search and save time.  Remember to select the number of rooms you require followed by the number of nights and click "search".

Hotel search results page

 Hotel search results only live availability will be displayed.  If you have chosen to see the gross price displayed you will see the hotels selling price along side the commission you will make for that individual booking.  Our "recommended" hotels will be displayed first. Remaining hotels will be listed underneath with the cheapest first.

Total price incl. commission

 Click on “More info” to receive more details about the hotel.  To narrow down your search the following filter options are available:

Price Star rating Location Board basis Hotel name/post code Facilities Attributes

Click on "Book" to make the booking.

Your booking page

 A summary of the booking is provided at the top of the page. Check if the information is correct.

Please be aware of the cancellation terms!!

Complete the guest's names (ensuring a name is provided in each box).

Tick if you need any transfer.

Tick if you would like any room extras. If there are any further special requests please fill out the text box provided (e.g. cots/non- smoking room, upgrade etc.). Please note that any request cannot be guaranteed.  When all the details are correct, click "continue".

Your basket page

 Lists the hotels/rooms you have selected to book. Please check all the details are correct before proceeding to checkout.  Summarises the booking and gives a grand total of the booking (and commission earned).  click "complete booking".

Cancellation terms!!

"Add components" “Add a hotel”: You can add another hotel "Add a transfer": You can add transfers to your bookings

You can edit the names of the guests

Please add a booking reference (mandatory field).

Please tick here to acknowledge our T&Cs 3. Booking search

 This section allows you to retrieve a customer's booking using numerous different search criteria.  By using this option you can retrieve bookings to make cancellations and amendments.  Not all bookings can be amended on your account. If you experience any difficulties please email our customer service department who will be happy to make the amendment for you. Please email: [email protected]  This tool can be used to view overall agency booking totals within any date range.

4. Management reports

 This section will allow you to print out monthly/weekly/daily booking reports.  You are given a choice of criteria to be displayed on your report. Once you are happy that you have selected the appropriate criteria, please click “generate report”. Scroll down on the page to view the report.  To view the report in Excel format, please choose “Export to Excel” and click “OK”

5. Agency details

 This page lists your agent's details. (Including contact details etc.)  To add extra users, please contact [email protected].

6. My details  Contains information about the user. TROUBLESHOOTING - PLEASE REMEMBER:

ENTERING NAMES

When entering the names of your customers you have the possibility to copy the surname from the previous guest. When you are booking a second room for your customers you can also copy guest details from the previous hotel.

VOUCHERS

It is your responsibility to check all vouchers are correct and to ensure that all clients present the voucher to the hotel at check in. This is crucial as the voucher contains information that the hotel will use to locate the booking and is proof of pre-payment. Our 24/7 call centre number +44(0)2088294261 is also shown on the voucher in case of any problems at the hotel.

CHECK IN

Please advise your customer that should they experience any problems at check-in they should call you or Exclusively Hotels straight away. Our Customer Service department will be on hand to assist and most issues can be resolved within minutes.

Please bear in mind that any complaints need to be received in writing to [email protected] within 10 working days of the customer's return. Customer Services will then normally take between 14-28 days to deal with all queries.

AMENDMENTS

Should you wish to make any amendments you can do this by retrieving your booking through booking search and click on “change components”. Then you can fill in your amendments and click on “submit”. Our Customer Service will come back to you as soon as possible (normally within 48hrs). CANCELLATION

You will be able to cancel virtually all FIT bookings for free, as long as you cancel the booking 48 hours prior to check in (please note there are exceptions to this rule during trade fairs etc., however, these will be clearly indicated at the time of booking). Bookings where charges might apply are those booked in accordance with 2.7 in the Terms and Conditions (Schedule 1).

NON-HOTEL RESERVATIONS

Transfers: You can book additional transfers for your customers. The commission paid on all transfers is the same as on the hotel bookings. Please check at the time of making the reservation what the cancellation terms for the transfers are.

Other services: You can make sightseeing and conference reservations through your EH account. In all cases these reservations will need to be made offline by the EH call centre call +44(0)2088294261 or [email protected] and will be added to your account manually. Vouchers for these bookings will be emailed to you and will not be seen through your EH log in but will appear in your invoice or statement. Furthermore we also provide you with visa support letters if needed.