Manual Liberate Hotels POR
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Transcript of Manual Liberate Hotels POR
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7/22/2019 Manual Liberate Hotels POR
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FREQUENTLY ASKED QUESTIONS (FAQ)
Liberate General Information1.-WHAT IS LIBERATE?
Liberate is a company part of TUI Travel PLC that offers the end clientthe possibility of Direct Payment at the hotel and allows the hotel toreceive direct cash flow.
2.-HOW DOESLIBERATE WORK?
1.The end-client makes the reservation on the Web.
2.The reservation is sent to the hotel via FAX, including clients creditcard details and reservation information. Only the first confirmation ofthe booking includes the credit card details of the customer.
3.The Hotel has the responsibility of verifying the validity of the cardwhen receiving the confirmation of the booking, by pre-authorizing theclients credit card for the amount of the cancellation fees.
4.The end-client pays at the hotel.
5.The hotel receives an invoice for the commission.
due to Liberate for the reservation, calculated over the gross bookingvalue. (To see how commission over cancellations and no shows arecalculated, see point 6. How to manage cancellations and no shows).
Important: The Hotel has full responsibility for taking payment for thereservation.
Modifications/ No Show/ Denied Credit
Cards3.-WHO TO CONTACT REGARDING RESERVATIONS?
The Hotel needs to contact our destination office in charge ofreservations. The contact details are published on the confirmation ofthe reservation in the section Booking. Booking amendments can alsobe notified via the Supplier Website in the same section.
4-HOW DOES THE HOTELGUARANTEES THE RESERVATION?
It is the hotels responsibility to verify the validity of the credit cardwhen receiving the confirmation of the reservation with the customers
credit card details.The hotel is authorized to pre-authorize the credit card provided for theamount of the cancellation fees or to charge the cancellation fees toguarantee the reservation. If those fees are charged, the fees have to berefunded to the customer in 3 calendar days if the customer cancels thebooking or deducted from the final amount if the customer stays at thehotel.
5.-HOW TO HANDLE DENIED CREDIT CARDS (BEFORE ARRIVAL OF THE
CLIENT)?
The validity of the credit card needs to be verified at the stage ofreceiving the booking. If the credit card is invalid or has insufficientfunds, the following guidelines apply.
If there are 5 days or more between booking and arrival date, theHotel needs to contact our office (contact details are published onthe confirmation of the reservation) asking to provide a valid creditcard. Our customer service department will advise the client thatthey need to provide a valid credit card to the Hotel in 72hoursfrom the hotels request. If not, the Hotel can request thecancellation.
If there are less than 5 days between booking and arrival date, theHotel can request the cancellation of the booking to our office. Nocommission will be charged.
6.-HOW TO MANAGE CANCELLATIONS AND NO SHOWS (CLIENT
DOESNTTURN UP AT THE HOTEL)?
The Hotel must inform our office (contact details are published on theconfirmation of the reservation) within a maximum of 48 hours from thebooked check-in date.
All cancellations must be dealt with through Liberate. The Hotel cannotauthorize cancellations.
Cancellation and No Show Fees apply for Liberate reservations,therefore, the hotel needs to charge these fees when they areapplicable (see contract). One night of fees always applies for noshows but the hotel has the right to charge the cancellation policyfor no shows if wanted, as per his commercial agreement.
Liberate will always claim the commission for the cancelationor no show fees. If the hotel isnt able to charge the fees, theymust advise our office in the indicated time frames (see point 5.How to handle denied credit cards) so that they can try otheralternatives.
7.-HOW TO MANAGE MODIFICATIONS DURING THE CUSTOMERS
STAY?The Hotel must inform our office (contact details are published on theconfirmation of the reservation) within a maximum of 48 hours from theclients check-out date. If the invoice for the reservation has alreadybeen issued, an amended invoice will be issued.
8.-HOW DOES THE HOTEL HAS TO ACT WHEN FACING AN
OVERBOOKING?
It is full responsibility of the Hotel to look for an alternative Hotel in thesame area, same category or superior, same room and board type orsuperior, without an increase of price for the customer and to informour office of this alternative Hotel. Liberate will ensure the client isadvised. The reservation will not be amended and the originally bookedHotel will pay commission over the reservation. The Hotel will beresponsible for paying any price difference to the alternative Hotel.
Liberate Invoicing Process9.-HOW DOES LIBERATE INVOICE THE HOTEL?
Invoices are issued in EUR, GBP or USD, or any other agreedcurrency depending on the country where the Hotels legal entity isbased. If the Hotels contract is uploaded in another currency, thecurrency conversion is applied by arrival date.
Invoices are issued once a month: reservations with arrival datebetween 1-31st calendar days of the month are invoiced on 2ndcalendar day of the next month. Invoices and submitted via email(electronic billing).
The hotel can request user access to consult and download hisinvoices via an online platform
Invoices are due to be paid in 30 days from the invoice date. An account statement is sent to the hotel on monthly basis, which
will show all outstanding payments as well as account details tomake payments.
Any bank fees produced when making payments to Liberate are tobe covered by the HOTEL.
10.-WHO TO CONTACT REGARDING ISSUES WITH INVOICES?
Should there be problems with an invoice the Hotel must contact theirLiberate agent. Contact details (depending on country):
EUROPE, LATAM, USA, AFMED: [email protected]:[email protected]
The Hotel must contact their agent.
- When having problems receiving the invoice (dont receive or cantopen it).
- To change their e-mail address.
- When receiving the wrong fiscal data on the invoice (Name, address,VAT Number).
- When not agreeing on the amount invoiced indicating the reason.
Liberate Payment methods11.-HOW CAN THE HOTEL PAY LIBERATE THEIR COMMISSION?
a. Bank Transfer
The bank account applicable for the country is provided on the invoice
and the account statements. When paying via bank transfer, the Hotel isasked to include Client Reference and Invoice number.
b. Direct Debit only if hotel has EUR bank account
To request Direct Debit payment the Hotel can contact our Liberateagent [email protected].
The Hotels account will be debited once a month and can opt for one ofthe following days: 7th, 14th, 21st or 28
th.
c. Credit Card
- On line: Access our web page: www.payliberate.com
d. WPS Worldwide Payment Systems.
Access:www.wpsnetwork.com.
This web page is provided by a third party, therefore the
Hotel must sign up to be able to use it.
A small commission fee will be charged by WPS to the Hotel. The Hotelmust indicate that the payment is for Liberate by using the following
code once in the WPS web page: 518176.e. Compensation with payments owed from merchant
In certain countries, the Hotel can compensate payment of fees toLiberate with the debt owed to the hotel by any other company of TUITravel PLC. Request this payment method to your Liberate agent [email protected].
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://www.payliberate.com/http://www.payliberate.com/http://www.payliberate.com/http://www.wpsnetwork.com/http://www.wpsnetwork.com/http://www.wpsnetwork.com/mailto:[email protected]:[email protected]://www.wpsnetwork.com/http://www.payliberate.com/mailto:[email protected]:[email protected]:[email protected]
