GUEST CALL-IN PROTOCOL FOR HOTEL PARTNERS

The hotel front desk staff must comply with Book Your Block’s reservations, modifications, and cancellations protocol.

DIRECT ALL CALL-INS BACK TO BOOK YOUR BLOCK.

Website: www.bookyourblock.com/events

Voice: (973) 814-4317 x 1

Email: Guestdocs@bookyourblock.com

UNDERSTANDING THE ISSUES CAUSED FROM NON-COMPLIANCE

If the hotel does not follow the protocol, the Book Your Block booking system will not align with the hotel brand reservation system.

The discrepancies create many complications for the guest, Book Your Block, and the hotel. Communicating the following to all front desk staff will eliminate the issues.

A. DIRECT ALL GUESTS SEEKING TO COMPLETE A RESERVATION FOR THE EVENT TO BOOK YOUR BLOCK..

Booking Challenges

  1. All reservations by members of the group attending the event must be completed exclusively through the Book Your Block tournament booking site.
  2. Book Your Block tracks and monitors the Stay-to-Play Policy. Teams may be required to book a minimum number of room nights. Each booking made through our system applies to the room night target. Reservations made directly with the hotel do not count towards that total. Teams that fail to meet the minimum room nights can be removed from the event and/or fined.
  3. If an attendee books directly with the hotel, the cancelation terms and conditions can be more flexible than the group block terms offered by the hotel. When these guests communicate this to the group block guests, it creates a problem for Book Your Block, the hotel, and the event. Keeping all the group member bookings through the room block terms makes it simpler for all parties.

B. DIRECT ALL GUESTS SEEKING A FOLIO FOR THEIR STAY TO BOOK YOUR BLOCK.

Guest Payment and Folio Challenges

  1. The Book Your Block guests secure a Special Event Rate at the time of booking. The hotel contractually agrees with Book Your Block that this is the lowest available flexible rate over the event dates.
  2. To secure the Special Event Rate, the guest pays a deposit to Book Your Block at the time of booking. The balance for the hotel stay is typically due at the hotel and settled in full on check-out.
  3. The guest receives an instant Booking Receipt from the Book Your Block automated system, which details the Special Event Rate, deposit, and balance due at the hotel + taxes.
  4. Hotels often do not enter the Special Event Rate and guest deposit into their folio. Instead, the property may enter the Balance Due at the hotel (Net Rate) + taxes into their system.
  5. Guests may ask about their deposits, and the Front Desk Team misinforms the guests that, “No deposit has been paid.” The information upsets the guest as they think they have lost money and creates unnecessary challenges for Book Your Block, the hotel, and the guest.

  6. PLEASE ADVISE YOUR FRONT DESK STAFF THAT A DEPOSIT WAS PAID AND APPLIED TO THE SPECIAL EVENT RATE AND THAT THE HOTEL IS COLLECTING THE BALANCE PLUS APPLICABLE TAXES. ALL FOLIO REQUESTS BY GUESTS SHOULD BE REFERRED BACK TO BOOK YOUR BLOCK.

C. DIRECT ALL GUESTS SEEKING TO CANCEL OR MODIFY A RESERVATION TO BOOK YOUR BLOCK.

Modification or Cancellation Challenges

  1. Guests can make reservation changes through the Book Your Block automated system or our call center.
  2. The Book Your Block system timestamps all cancellations. The timestamp compares the date to those listed in the terms and conditions of the booking.
  3. If a guest modifies or cancels a reservation at the hotel, the Book Your Block system has no record of the change.
  4. The lack of communication regarding canceled reservations confuses the guest and the hotel. It also creates logistical errors in our system by not being able to provide all available inventory resulting in lost income for both the hotel and Book Your Block.
  5. If a guest modifies or cancels a reservation, they may be due a refund of the deposit paid to Book Your Block at the time of booking. If we do not receive the request directly through our automated system or call center, the guest's refund cannot be processed.
  6. The hotel allocates Travel Planner Points to Book Your Block based on our groups' revenues. Unfortunately, if cancelations do not update via our system, we bill the hotel an incorrect number of points.