Frequently Asked Questions
How will the Accommodation Services team be able to answer customer questions about my business or property?
Our team will visit your property for an educational trip where they will spend time getting to know your property, learning about your business and understanding what a guest journey looks like. This will ensure that they can answer any accommodation questions that a guest may have.
How will the Accommodation Services team access our reservation system?
Our reservations team will work with you to set up a new log in for access to the system and booking agents including Booking.com and Expedia. These log in details will be different than the onsite team to ensure accurate and transparent reporting. require a new login for access that will be different from the onsite team for reporting.
Will Accommodation Services take over our telephone line?
The existing reservations telephone number for your property will be diverted to a telephone line in our office. Our team will answer all calls made to this numbers, as if they are a member of staff at your property.
Do we need to share our reservation email inbox with Accommodation Services?
Your reservation email address will be forwarded to a separate email address for your property so that we receive any emails. Our IT department will manage this process to ensure a seamless transition.
What happens to our telephone calls and emails when the Accommodation Services office is closed?
We set up a unique voicemail for when we are closed, advising guests that the office is closed and detailing our opening times. As soon as we re-open our reservations team ensure they return any calls in a timely manner. We apply the same approach to emails.
Will Accommodation Services take payments for reservations and then transfer the payments to me?
Our team will simply process the payment transaction via your system as per your terms and conditions, the payment will be received by the the business bank account linked to the property’s online payment merchant.
What happens with payments if I use a PDQ machine and don’t have an online payment merchant that is integrated in my system?
We will support you in establishing an online payment merchant that has Moto and Ecomm IDS, which will enable our team to process payments via your system and securing guest card details associated with each booking.
What are the opening hours of Accommodation Services?
Our reservation service operates from 9am – 8pm Monday to Friday, 9am – 5pm Saturday and Sunday.
Is the office closed during festive periods?
We are closed on Christmas Day, Boxing Day, 1st January and 2nd January.
Will I be charged a fee per booking or telephone call?
Our service fee is charged as a set monthly cost.