artotel_less_arty_issues_v2_180910

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Content management
guarantee
Research indicates travellers prefer to research air and hotel
travel online before making reservations. This research confirms
the importance of current and accurate hotel content. Channels
of distribution that utilise outdated means, such as extranet or
manual content tools which prevent real-time updates online,
fail to provide travellers with current and accurate content
and/or images. Preferred suppliers and vendors must receive
and accept online content updates according to industry
standards. Property updates, such as renovations and images,
must be accepted real-time, and suppliers and vendors must be
held responsible for ensuring that this data is available on their
sites to consumers once provided by art’otel.
Best online rate guarantee
(BORG)
art’otel requires all hotels to honour the BORG policy. The intent
of this policy is to support the distribution strategy to drive more
customers to parkplaza.com. Research shows that customers
who book direct tend to be more loyal. The brand website also
offers the opportunity to showcase each hotel property and
allow the customer to better understand our brand essence.
The policy
The policy states that any customer finding a rate for an art’otel
hotel on a third-party website that is lower than the lowest rate
for that same hotel on the art’otel website will receive the lower
rate, plus a twenty-5 percent discount.
Policy terms
The following stipulations apply to the guarantee:
• The guarantee is valid for rates listed at art’otel.com;
• The guarantee is valid for lower rates found online at least
48 hours prior to arrival;
• The guarantee is valid for claims submitted within 24 hours
of original booking;
• The guarantee is valid for claims submitted using the same
hotel, dates, room type, bed type, number of guests, and
length of stay;
• There are no exceptions to this policy due to restrictions,
rates or packages;
• The guarantee does not apply to negotiated rates; opaque
rates found on opaque websites (Priceline, Hotwire, etc.) or
packaged rates.
Valid claims will be processed by customer service as a
‘complaint’ with the twenty-5 percent discount administered via
customer service (rate code will change to Q-BORG*). An
administrative fee will be charged for all valid claims.
Hotels procedure for implementation
Hotels must adhere to the following procedures to ensure the
success of this policy:
• Ensure that hotel rates on the art’otel Brand website are
equal to or lower than any rates for your hotel available via
a third-party website.
• Hotels must review the CSA for Best Online Rate Guarantee
issues on a daily basis.
If a rate is found on another website that is more than the
equivalent of one USD, EUR or GBP lower than the best
available rate on artotels.com, Customer Service must be able
to confirm that the rate is for the same date(s), the same room
type, the same number of guests, the same hotel and the same
cancellation and advance purchase policies and other terms
and conditions governing the rates must apply prior to
awarding the Best Online Rate Guarantee.
If a Best Online Rate Guarantee issue has been identified,
hotels should immediately resolve the issue by correcting the
rate in CHW eXpress or by contacting PPHE’s Distribution
Department at distribution@PPHE.com, for help in adjusting
rates appropriately.
Hotels must honour reservations that were booked or adjusted
in Curtis-C. Be sure to review the comments section of the
adjusted reservation for website and rate information, as the
rate will have been adjusted to reflect the additional twenty-5
percent discount.
art’otel brand book
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