Instruction Manual Lite in English_Balkan

8/18/2019 Instruction Manual Lite in English_Balkan

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Dear Partner,On behalf of Booking.com Credit Control Department we would like to thankyou for working with Booking.com.

With this Instructions Manual we would like to give you some essential

information on finance related issues in order to ensure our successfulcooperation.

This document will provide you with following details:

Basic financial information

How to work with Extranet system and how to make payment with differentpayment methods

Whom to contact in situations as no-show reservations, overbookings,cancelations etc.

Introduction1


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To help you find the information you need in easy and quick way, we have createda list of topics with shortcuts. After you click on shortcut, it will bring you to theslide that contains the information you need.

These shortcuts are shaped like an arrow and look like this:

After reading, if you want to return to the list of topics, click on this arrow:

How to use the shortcuts2


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List of topics

• Basic financial information of cooperation between Accommodation and Booking.com• Instructions on working with Extranet system

• How to login into my B ooking.c om accoun t• How to report no-show • How to modify reservat ion• Where to find invoice s• How to check reserva tions, in cluded in co mmissi on invoice• How to download the list of reservations

• Payment instructions• How to pay via bank transfe r• How to pay via credit card

• Whom to contact in the fol lowing situa tions• No show rese rvation s• Overbooking• Change of inv oicing details, owners hip, VAT or legal name of your compa ny• Change of payment method • Cancellation s• Change of ex tranet c onten t• Contacts

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Basic financial information• Monthly commission invoices are always issued from 1st untill 6th of every

month for reservations with the check-out date in the previous month. Insome cases, additional invoices can be issued throughout the month.

• Please take into consideration that the invoices are issued by Booking.comBV, which is registered in the Netherlands.

• VAT is subject to ˝reverse charge˝ regulation. As a result of this, our invoicesare issued without VAT. If you have questions on how to process invoicesinternally , please refer to the Fiscal Authorities in your country of residence.

•

The invoices need to be paid within 14 days after they were issued.• Payment of the invoices can be done either by bank transfer, credit card or

Direct Debit (where applicable).

Basic financial information4


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Please go to www.booking.com/hotelaccess in order to access your account.Here you fill in your login details (login name & password).Important: For Login name you always need to use your ID number(Acommodation number).

Did you forget your password?Please click on the button "Forgot your password?" and follow the instructions.

How to login into my Booking.com account

Instructions - How to login5

http://www.booking.com/hotelaccesshttp://www.booking.com/hotelaccess


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How to report no-show (1 out of 3)6

This instruction continues

on the next page

Follow these steps:1. Select ‘More details’

Please log into your Booking.com account, in the Main Menu chooseReservations tab and find the reservation you would like to report no show for.A no-show can be reported after the check-in date and up to maximum 2working days after the departure date of a guest.


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How to report no-show (2 out of 3)7


on the next page

2. Reservation details page willappear, on the right hand sideselect ‘mark as no- show’ Important! If there are more

rooms in a reservation, all roomsare ticked by default!

3. Select applicable rooms and click‘Yes, mark as no show’.


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How to report no-show (3 out of 3)

4. The system confirms the reported no show, both the guest and the property

get an email/fax to confirm it.5. You can see in Extranet that a no show has been reported. The status of the

booking is ‘no show ’, the color of the reservation is changed and thecommission on the reservation will be modified to 0 EUR.

6. Please note it can take a while before this message shows.

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How to modify reservation (1 of 3)9


on the next page

Follow these steps:1. Select ‘More details’

Please log into your Booking.com account, in the Main Menu choose

Reservations tab and find the reservation you would like to modify (either dateor price modification). The modifications can be done after the check-in date andup to maximum 2 working days after the departure date of a guest.


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on the next page

2. Reservation details page willappear, on the right hand sideselect ‘change reservation dates’

Important! If there are more rooms in a reservation, all rooms are ticked by default!If you only would like to modify the price, choose the already confirmed date of stay.

3. Select applicable rooms, choose thecorrect dates and click ‘Check availability’.


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4. If applicable, change the total price and click ‘Save’.

The system confirms the reported change, both the guest and the propertyget an email/fax to confirm it.


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Where to find invoices

Where to find Invoices?

Please log into your Booking.com account and choose Finance tab from the menuon the left. Screen will appear where you can see all your paid and outstandingInvoices.

By clicking on the Invoice number , you are able to download a PDF copy of theinvoice.

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How to check reservations included in commission invoice1. In Finance tab click on the invoice amount2. All bookings with departure date in the previous month will appear3. For more details in regards to a specific reservation, please click on “More details” tab

in the right corner

How to check reservation statement13


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How to download the list of reservations?

To download reservations included inyour commission invoice, please clickon “ Download“ button (top left) andyour reservations will appear in anexcel list.

How to download the list of reservations

Important!Booking.com calculates commission byguest departure in the previous monthand NOT by arrival date. When checkinginto your extranet account underbookings, please select " Check out date „and specific month.

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How to pay invoices via bank transfer

In order to pay invoices via bank transfer you need to use bank details of Booking.com which are stated on the invoice. Be sure to always include theINVOICE number and HOTEL ID NUMBERas reference.

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How to pay invoices via credit card (1 out of 4)

In order

1. Please log in to the Extranet withyour login name and the passwordfollowing the link:

2. http://www. booking.com/hotelaccess

How to pay invoices via credit card

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This instruction continueson the next page

Please contact Credit Control departmentin order to activate this payment method

2. Once you access the system please go to Finance tab

http://www.booking.com/hotelaccesshttp://www.booking.com/hotelaccesshttp://www.booking.com/hotelaccesshttp://www.booking.com/hotelaccess


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How to pay invoices via credit card (2 out of 4)

3. Please tick the box “Select Invoice" on the right side of the invoice you wish to

pay. Once you do so, the button "Online payment" will turn from grey to blue.

4. Please click on the button "Online payment",this will bring you to the following screen,

where you need to select the credit card typeyou are paying with.

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5. Please fill in the details of your credit card

and press the button "Continue" :

6. After you reviewed that all details arecorrectly entered, please press thebutton “Pay ".

How to pay invoices via credit card (3 out of 4)18



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7. A few seconds later you will be able to view the status of the payment next tothe Invoice. To see the status of your payment, please go to „Finance“. You willalso receive email with payment confirmation (please see pictures bellow):

How to pay invoices via credit card (4 out of 4)19


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No show

What do you need to do: Use your Extranet accountto report cancellations/no shows

When do you need totake actions:

Right after the check-in date and upto maximum 2 working days after thedeparture of a guest

Who do you contact (ifyou face any difficulties

with the system)

Customer Service [email protected]

+44 2033 2026 09

No show

For instructions

click here

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mailto:[email protected]:[email protected]


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Overbooking

What do you need to do: Contact Customer Service with analternative offer

When do you need to takeactions:

As soon as you are aware that you cannothonor the booking

Contact details of CustomerService

Customer Service [email protected]+44 2033 2026 09

Overbooking

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Change of invoicing details, ownership, VAT

Change of invoicing details, ownership, VAT or legal name

What do you need to do: Please log into your extranet account. Goto Inbox – Compose new message –Subject Invoices & Credit control to informus which changes you would like to apply.

When do you need to takeactions:

As soon as you are aware of comingchanges.

Who do you contact (if youface any difficulties with the

system)

Credit Control 09.00-17.00 (Mo-Fri) +31 207 15 32 00

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Change of payment method

Change of payment method

What do you need to do: Contact Credit Control

Contact details of CreditControl:

Credit Control 09.00-17.00 (Mo-Fri)Send us a message through your Inboxin Extranet

+31 207 15 32 00

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Cancellations

What do you need to do: If a guest contacts you and wants to cancel

the reservation, please inform CustomerService and also ask the guest to contactCustomer Service themselves. In case aguest sends you an e-mail directly torequest cancellation, please forward it toCustomer Service.

Contact details of CustomerService:

Customer Service [email protected]

+44 2033 2026 09

Cancellation of a reservation Cancellations cannot be made by anaccommodation but by a guest only.

You will receive proof of cancellation by email/FAX as a confirmation.

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Change of extranet content

Change of extranet content

What do you need to do: If you need assistance with changing theextranet content (pictures, descriptiontext, prices and policies, guest paymentmethods, etc) please contactAccommodation Service / Hotel Team

Contact details of CreditControl:

Accommodation Service 24hoursSend us a message through your Inboxin Extranet

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Customer Service

24/7

[email protected]+44 2033 2026 09

Accommodation Service / HotelTeam

24/7

Send us a message through yourInbox in Extranet

In case of any questions

we would be happy to assist you!

Credit Control

09.00 - 17.00 (Mo-Fri)

Send us a message through yourInbox in Extranet+31 207 15 32 00

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THANK YOU!

YOUR SUGGESTIONS / YOUR FEEDBACKIS HIGHLY APPRECIATED

Instruction Manual Lite in English_Balkan

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