Front Desk Manual by Trykpartner

2014

INDEX Section 1 Office Address & Details

Page 7

Office Personnel

Background to Best Western

List of Member properties                        

BEST WESTERN Hotel Europa BEST WESTERN Hotel Scheelsminde BEST WESTERN Hotel City BEST WESTERN Hotel Hebron BEST WESTERN Mercur Hotel BEST WESTERN Hotel Fredericia BEST WESTERN KRYB I LY BEST WESTERN Hotel Herman Bang BEST WESTERN Hotel Eyde BEST WESTERN Hotel Schaumburg BEST WESTERN Jørgensens Hotel BEST WESTERN Hotel Kolding City BEST WESTERN Nyborg Strand BEST WESTERN Hotel Knudsens Gaard BEST WESTERN Hotel Gl. Skivehus BEST WESTERN ToRVEhallerne BEST WESTERN Golf Hotel Viborg BEST WESTERN Palads Hotel BEST WESTERN Hotel Odense BEST WESTERN PLUS Hotel Kronjylland BEST WESTERN Hotel Svendborg BEST WESTERN Hotel Royal BEST WESTERN Hotel Prinsen BEST WESTERN Hotel Reykjavik

10 10 10 10 11 11 11 11 11 12 12 12 12 12 13 13 13 13 13 14 14 14 14 14

Section 2: Rate Programmes    

Rate Program Section Rate Level What is a Rate Plan Code Best Available Rate – Rack

15 15 16 17 2

                                           

Early Web - EB Best Western Advance - AC/UC Show your Card – AE Best Friends -EE Friends & Family - FF SAS Frequent Traveller - Q BWR Free Night - FX Global FIT - FI Net Dynamic GFIT Rate - X2 Best Business Denmark Gold - DB Best Business Denmark Platinum - DC Best Business Denmark Diamond - DP Nordic Agreement - 4N Nordic Agreement - 5N Global Agreement - XN Global Agreement - XW Best Western Business Advantage - Z7 European Seniors - ER AAA Promotion - 3A Holiday promotion - UR Stay & Save - 5K Scandinavian 2 nights holiday promotion - U0 Scandinavian 3 nights holiday promotion - 0A Aeroplan - 92 Dynamic VIP - Z9 Best Weekend - NL Partner Agreement - MX Advance Purchase - 1U Advance Purchase - 2U BWR 1.000 bonus points - VR Johnson Controls 2nd preferred - Z2 Chian & Consortia - XZ Via Traval Program - X3 Harley-Davidson - HY Internet only web special - OI Best Biker - HK Distressed Inventory - D2 Rate Parity Reports Single Use Credit Card Identification of Source Codes Package setup Retrieve credit card information Tour operators virtual credit cards Two way interface

17 18 18 19 20 20 21 21 22 22 23 23 24 24 25 25 26 26 27 27 27 28 28 29 29 30 30 31 31 32 32 32 33 33 34 34 35 37 39 40 41 41 44 45

Section 3: Best Western Rewards                      

What is Best Western Rewards Best Western Rewards Front Desk Incentive Enrol a new member Enrol a new member without a BWR member number How to award points using Member Web Rewards Auto Points Issuance of Points Manual posting through Member Web Managing the points/miles awarded by date report What if a guest is missing points Membership levels When do points expire Rewards card as a guarantee Rewards Free Night Stays Rewards Free Night Stays – Voucher redemption How to redeem Rewards Points for a Free Night Awarding Airline Miles Airline Miles Steps for Registration Special Conditions with SAS Handling SAS miles How to award miles Payback

47 47 50 51 52 52 56 60 61 61 62 62 63 64 65 66 67 69 71 71 72 76

Section 4: Travel Card                      

Best Western Travel Card “Best Weekend” What to do when getting a Travel Card booking Travel Card Program Check the value on a Travel Card How to redeem a Travel Card Travel Card does not have the full amount for the stay Best Western Advance Program Advantages of the Program Summer / Winter Promotions Rate Structure Reservations with Advance Card Cancellation Policy for Advance Card bookings BW Global Unit Program Advance Card in Member Web Check balance on Advance Card Redeem card BW Global Unit Program Lufthansa Units Reports Travel Card property sales Travel Card sales payment procedures

78 79 79 80 80 80 83 83 84 84 84 85 86 86 86 87 87 89 90 91 92 96

Section 5: Accounts and Travel Agents               

Commission Based Marketing Commission Junction Travel Agent Guarantee (TAG) Travel Agency Chain & Consortia Billing for Customer Care (SCAT) files Monthly Statement/Billing Description of items appearing on a statement Detailed Fee Description Best Cheque View/Edit commissions in Member Web More Detailed Editing in Best Cheque Reporting in Member Web Performance Statistics – Marketing Statistics Advanced Booking Pattern Report Country Codes

97 97 99 100 101 102 104 105 108 111 112 113 114 116 118

Section 6: QA & Customer Care          

QA Assessments Essentiel grundlæggende træning Global Guest Satisfaction Surveys What is Net Promoter Score Searching for Surveys Negative Guest Surveys Customer Care In Member Web Best Western Feedback Tripadvisor Feedback System Enhancement to Protect Credit Card

124 125 126 129 131 132 133 135 136 137

Section 7: PDS & Solicitations       

Solicitation Package Instructions Form PDS (Property Data Systems) Room types, Qualifiers & Breakfast Describing your Product Photographs & Captions Sell Message in LYNX

138 138 139 143 145 147 148

Section 8: Appendix   

Best Western Rewards 2014 FDI konkurrenceregler 2014 Travel Card salg på Best Western hotellerne

Office Address & details

Address:

Best Western International Denmark Trommesalen 5, 5 mf 1614 Copenhagen V

Telephone: Fax:

+45 3539 3313 +45 3539 5108

Email:

info@bestwestern.dk

Website:

www.bestwestern.dk www.rewards.bestwestern.dk www.bestwestern.com www.bestwesternrewards.com

Office hours:

Monday â&#x20AC;&#x201C; Friday 9.00-17.00

Public holidays

Wednesday January 1st 2014 Thursday April 17th 2014 Friday April 18th 2014 Monday April 21st 2014 Friday May 16th 2014 Thursday May 29th 2014 Monday June 6th 2014 Thursday December 25th 2014 Friday December 26th 2014

CRO: Address:

International Central Reservations Office Via Vespucci 2 I-20124 Milano Italy +39 02 637 841 8001 0988 +39 02 657 1299

Telephone: Toll free number: Fax:

8001 0988 â&#x20AC;&#x201C; Toll Free number from Denmark

Office Personnel SĂ¸ren NystrĂ¸m Email Direct phone no. Mobile phone no Areas of responsibility

Country Manager soren.nystrom@bestwestern.com +45 3524 5901 +45 Strategic development Quality Assurance & Branding Marketing Campaigns Guest Satisfaction Surveys & Medallia Support Strategic communication & press releases General Member Web Support & Training Revenue Management Support

Jeanette Poulsen Email Direct phone no. Areas of responsibility

Online Marketing & Revenue Manager Jeanette.poulsen@bestwestern.com +45 3524 5904 Revenue Management and training Channel Management Member Web and Best Western Rewards General Member Web Support & Training Revenue Management Support Guest Satisfaction Surveys & Medallia Support

Thao Quan Email Direct phone no. Areas of responsibility

Sales and Marketing Assistant thao.quan@bestwestern.com +45 3524 5900 Intern Marketing, newsletters, website Member Web and Best Western Rewards General Member Web Support & Training General Member Services Revenue Management Support Guest Satisfaction Surveys & Medallia Support

Thor Bastholm Email Direct phone no.

Member Service & System Supervisor thor.bastholm@bestwestern.com +45 3524 5903

Majbrit Mejlskov Email

Accountant majbrit.mejlskov@bestwestern.com

Best Western International Vision Mission

Lead the Industry in Superior Customer Care To Enhance Brand Equity and Increase Member Value

Through your hotels membership of Best Western International you are included in many marketing programmes both at national and international level. Within this manual we have set out to explain these different programmes and billing procedures to aid your hotel staffâ&#x20AC;&#x2122;s knowledge of Best Western and ensure a smooth and customer friendly experience for all clients guests. Best Western is the largest group of independently owned and operated hotels world-wide, with over 4,000 members in more than 100 countries. Best Western recognises the fundamental need to ensure the quality of its product is of a high and reliable standard. We are committed to meeting the needs of both the corporate and leisure traveller: - cleanliness, comfort, courtesy and value. In Denmark we represent quality hotels throughout the country, making us one of the countryâ&#x20AC;&#x2122;s largest hotel chains. We have member hotels in most major towns, offering a choice of quiet country houses, coastal resorts or bustling city centre hotels. Best Western prides itself on hotels that are family owned and operated, each maintaining their unique charm, character and independence. Membership of Best Western gives independent hoteliers the strength to succeed in an increasingly competitive market place. We provide central resources and expertise, which gives the benefits normally only enjoyed by hotels within wholly owned groups/ for profit companies. For you as an owner or employee of a Best Western Hotel, remember this membership also gives you access to special employee rates at Best Western hotels worldwide.

Member Hotels in Denmark BEST WESTERN Hotel Europa H.P. Hanssens Gade 10 6200 Aabenraa

BW Property number: 96066

T/ +45 74 62 26 22 F/ +45 74 62 04 16 E/ info@europahotel.dk General Manager: Helle Taulbjerg BEST WESTERN Hotel Scheelsminde Scheelsmindevej 35 9200 Aalborg

BW Property number: 96086

T/ +45 98 18 32 33 F/ +45 98 18 33 34 E/ scheelsminde@scheelsminde.dk General Manager: Anemette Bühlmann Front Office Manager: Birgitte Frier BEST WESTERN Hotel City Peder Skrams Gade 24 1054 København K

BW Property number: 96062

T/ +45 33 13 06 66 F/ +45 33 13 06 67 E/ hotelcity@hotelcity.dk Hotel Manager: Claus Hegelund Bruun Front Office Manager: Anne Lintrup BEST WESTERN Hotel Hebron Helgolandsgade 4 1653 København V

BW Property number: 96079

T/ +45 33 31 69 06 F/ +45 33 31 90 67 E/ info@hebron.dk General Manager: Peter Bech Front Office Manager: Birgitte Mejlvang Sales Manager: Hanne Borchsenius

BEST WESTERN Mercur Hotel Vester Farimagsgade 17 1606 København V

BW Property number: 96019

T/ +45 33 12 57 11 F/ +45 33 12 57 17 E/ mercur@mercur.dk Managing Director: Martin Trolle Thomsen General Manager: Stig Nielsen Front Office Manager: Morten Poulsen BEST WESTERN Hotel Fredericia Vestre Ringvej 96 7000 Fredericia

BW Property number: 96059

T/ +45 75 91 00 00 F/ +45 75 91 19 99 E/ info@hkf.dk General Manager: Einar Kring Sales Manager: Susanne Tjørnehøj BEST WESTERN KRYB I LY Kolding Landevej 160, Taulov 7000 Fredericia

BW Property number: 96080

T/ +45 75 56 25 22 F/ +45 75 56 45 14 E/ krybily@krybily.dk General Manager: Terje Thesbjerg Front Office Manager: Sybille Bæksted BEST WESTERN Hotel Herman Bang Tordenskjoldsgade 3 9900 Frederikshavn

BW Property number: 96087

T/ +45 98 42 21 66 F/ +45 98 42 21 07 E/ info@hermanbang.dk General Manager: Lars Dannervig Front Office Manager: Camilla Ejlersen BEST WESTERN Hotel Eyde Torvet 1 7400 Herning

BW Property number: 96006

T/ +45 97 22 18 00 F/ +45 97 21 01 65 E/ info@eyde.dk General Manager: Agnethea Nielsen Hotel Manager: Lone Nissen

BEST WESTERN Hotel Schaumburg Nørregade 26 7500 Holstebro

BW Property number: 96044

T/ +45 97 42 31 11 F/ +45 97 42 72 82 E/ mail@hotel-schaumburg.dk General Manager: Gubber Leif BEST WESTERN Jørgensens Hotel Søndergade 17-19 8700 Horsens

BW Property number: 96088

T/ +45 75 62 16 00 F/ +45 75 62 85 85 E/ booking@jorgensens-hotel.dk General Manager: Drago Milcic Hotel Manager: Kathrine Maigaard BEST WESTERN Hotel Kolding City Grønningen 2 6000 Kolding

BW Property number: 96089

T/ +45 75 53 21 22 F/ +45 75 50 40 64 E/ bestwestern@hotelbyparken.dk General Manager: Ingrid Johansen BEST WESTERN Nyborg Strand Østerøvej 2 5800 Nyborg

BW Property number: 96009

T/ +45 65 31 31 31 F/ +45 65 31 37 01 E/ nyborgstrand@nyborgstrand.dk General Manager : Poul Jacobsen Sales & Marketing Manager : Claus Hansen Receptionschef : Tom Bjerregaard BEST WESTERN Hotel Knudsens Gaard Hunderupgade 2 5230 Odense M

BW Property number: 96012

T/ +45 63 11 43 11 F/ +45 63 11 43 01 E/ info@knudsensgaard.dk Hotel Manager: Martin Nygaard

BEST WESTERN Hotel Gl. Skivehus Sdr. Boulevard 1 7800 Skive

BW Property number: 96026

T/ +45 97 52 11 44 F/ +45 97 52 81 68 E/ info@skivehus.dk General Manager: Knud Bjerre BEST WESTERN ToRVEhallerne Kirketorvet 10-16 7100 Vejle

BW Property number: 96073

T/ +45 79 42 79 10 F/ +45 79 42 79 10 E/ torvehallerne@torvehallerne.dk General Manager: Terje Thesbjerg Hotel & Konferencechef: Charlotte Ørnsvig BEST WESTERN Golf Hotel Viborg Randersvej 2 8800 Viborg

BW Property number: 96069

T/ +45 86 61 02 22 F/ +45 86 61 31 71 E/ reception@golfhotelviborg.dk General Manager: Karl Marchl Sales Manager: Lars Behrmann BEST WESTERN Palads Hotel Sct. Mathiasgade 5 8800 Viborg

BW Property number: 96054

T/ +45 86 62 37 00 F/ +45 86 62 40 46 E/ info@hotelpalads.dk General Manager: Gerner B. Nielsen Front Office Manager: Ole B. Nielsen BEST WESTERN Hotel Odense Ørbækvej 350 5220 Odense

BW Property number: 96090

T/ +45 65 56 01 00 F/ +45 65 56 01 99 E/ info@hotelodense.dk General Manager: Michael Jepsen Front Office Manager: Tina van der Zee

BEST WESTERN PLUS Hotel Kronjylland Vestergade 51-53 8900 Randers

BW Property number: 96092

T/ +45 86 41 43 33 F/ +45 86 41 43 95 E/ mail@kronjylland.dk General Manager: Britta Pedersen BEST WESTERN Hotel Svendborg Centrumpladsen 1 5700 Svendborg

BW Property number: 96093

T/ +45 62 21 17 00 F/ +45 62 21 90 12 E/ booking@hotel-svendborg.dk General Manager: Tom Pelle Jensen Front Office Manager: Maria Tran BEST WESTERN Hotel Royal Den røde Plads 10 7500 Holstebro

BW Property number: 96094

T/ +45 97 40 89 99 F/ +45 97 40 30 87 E/ troels@hotel-royal.dk General Manager: Troels Olesen BEST WESTERN Hotel Prinsen Prinsensgade 14-16 9000 Aalborg

BW Property number: 96095

T/ +45 98 13 37 33 F/ +45 98 16 52 82 E/ info@prinsen-hotel.dk General Manager: Kiral Hüseyin Front Office Manager: Alice Erdem BEST WESTERN Hotel Reykjavik Rauôarastig 37 105 Reykjavik

BW Property number: 96501

T/ +354 514 7000 F/ +354 514 7030 E/ info@hotelreykjavik.is General Manager: Andri Karason

RATE PROGRAMMES SECTION Best Western recommends that all members share their local corporate agreements with each other. It is clear that the member hotels know their local marketplace better than their colleagues. Therefore we ask you to identify the partners that have a need for hotels in other regions of the country. After identifying the clients please contact Best Western who will get in touch with the client and offer an agreement that satisfies the clientâ&#x20AC;&#x2122;s needs whether it is in Denmark, Scandinavia or global. Even though Best Western makes an agreement with the client, your local agreement will still apply. It only means that your colleagues will also get business from the client. It is an important and easy way to help each other to get more business. Please contact us for further questions.

Rate Level In 2012 Best Western introduced a change to the Revenue Management module in Member Web which should make the daily work much easier. Furthermore the enhancement makes it easier to work with a revenue management structure in the hotels. Hotels used to handle rate plans by itself in terms of availability and allocation, which could be a huge challenge because many hotels has over the years loaded more and more rate plans and some hotels has more than 50 individual rate plans. With the new enhancement in place, hotels now control rate levels instead of rate plans. All rate plans are now placed in rate levels and each hotel has a maximum of 8 rate levels to handle. Allocation to rate level It is now possible to allocate rooms to rate levels rather than to rate plans. Since there are only 8 rate levels available it makes the allocation a lot simpler. Also each room type can be allocated to the different rate levels. Handling rate levels The user decides which rate plan goes into which rate level and it can be changed all the time depending on for example seasons. The user also decides on the name for each rate level which also can be changed any time wanted. Modify Level Status With the new enhancement you now open/close rate levels rather than rate plans. So instead of handling more than 50 rate plans you only have to handle 8 rate levels. This gives a better overview when you work with revenue management because you donâ&#x20AC;&#x2122;t tend to open or close everything at the same time anymore. Make sure when you get closer to sold out, you close down the rate levels that includes the rate plans with the highest level of discount first and then work your way up so only rate level A, which include your BAR rate and all rate plans with LRA (Last Room Availability) is open. This will help you to raise your ADR. Questions to Rate Level If you have any questions or just wish for some guidance in using rate level donâ&#x20AC;&#x2122;t hesitate to contact the Danish Best Western office on phone (+45) 3539 3313. We can

help you set up your rates, availability and allocation in the most sufficient way for your property.

What is a Rate Plan/Code? On becoming a Best Western Member, you are asked to complete a solicitation form for rates that you will participate in, and supply rates for. Some of these are mandatory and others are optional. To view all the rates you have available to sell through Best Western (i.e. the three distribution channels, Internet, Global Distribution System, and the Central Reservation Offices) simply:   

Log in to www.mybestwestern.com In the top right hand CORNER click on (member web) link On the right hand side choose “Revenue Management” and then “View Rate Plans” (Marked in yellow)

RACK = BAR

Best Available Rate – Rate Plan BAR What is a Rate Plan/Code RACK - Best Available Rate (BAR) is the starting point for setting rates. It should be the first rate you load or update and the last rate you should close out when full. Although rates are bookable on a 12 month rolling pattern, you can load rates on Member Web for up to nearly 3 years ahead. This way you can avoid having bookable rates loaded incorrectly or closed out. This is a mandatory program. Best Available Rate (RACK) is referred to as the master inventory in Member Web.           

When RACK has any restrictions applied to it, they automatically apply to all other rates. When RACK is closed out, all inventories are closed out also. When a room type under RACK is sold out, no other rate can sell that room type. All rates with Last Room Availability (LRA) follows BAR room type status (open or closed) and BAR room allocation (number of rooms available). All rates with non-LRA has to be manually controlled when it comes to room type status and room allocation, except when closing RACK Many rates are set as a % off BAR, and when the BAR rate is changed, these rates are automatically updated. BAR offers last room availability. So if you have unsold inventory in your hotel, the BAR rate plan should be left open. Total inventory is always the total amount of rooms allocated in BAR. The meal basis of this rate (B&B) is dictated by the room type booked. All rates must include VAT, environmental, local and services fees BAR is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability)

Make a Credit Card Authorization upon arrival

Early Web Special – Rate Plan EB This is a mandatory programme. This rate is available on the Internet or through the Central Reservations office (CRO) Key message: “Book 21 days in advance and receive between 15% - 30% off Best Available Rate (BAR)”.    

Availability is controlled at property level. This rate is linked as a % off BAR. It must be set between 15% and 30% off BAR. This percentage is flexible and is controlled at property level. If BAR is not loaded in Member Web, Early Web rates are not loaded. Any changes made to BAR will also change Early Web.

      

Bookings are made online at www.bestwestern.dk or www.bestwestern.com. Bookings must be made 21 days in advance. Total stay is pre-paid by credit card. Upon receipt of the booking the hotel should immediately charge the full stay to the credit card. Failure to do this may result in non payment for this booking. No changes or cancellations can be accepted after the booking is confirmed. This is a non refundable rate and there is no refund or cancellation with this rate. Clients are made aware of this on each screen on the Internet as they make the booking. Due to Best Western’s merchant model, we cannot request a CCV number for online bookings through Best Western.com. Payments from credit cards therefore must be taken without a CVV number or PIN. The meal basis of this rate (B&B) is dictated by the room type booked. The hotel decides which “RATE LEVEL” rate plan EB should be assigned to.

Keep all Rate Plans open to receive more bookings

Best Western Advance – Rate Plan AC/UC This is a mandatory programme and is used by Tour Operators and Travel Partners. This programme has additional Summer/Winter promotions. Units are based on booking the rate for a double room.        

Advance Cards are sold in units, 1 unit is equivalent to €17. Availability is controlled at property level. However, to get full value from participation in this programme a minimum of one “AC (Advance Card Unit) /UC (Global Unit Card)” room night should be available. Each property chooses the number of units required to stay at their property on the solicitation for the Scandinavian Travel Book each year. If a guest has insufficient units, they must pay €21.00 per unit missing to the hotel. A single room is one unit less and triple room is one unit more than a double or a twin room. We recommend the Unit level is equal to your FIT Rate/Rate Plan FI for a double room This rate always includes breakfast regardless of the room type booked. The hotel decides which “RATE LEVEL” rate plan AC/UC should be assigned to.

Show your Card- Rate Plan AE This is a mandatory programme. ARC Europe is the Pan European marketing group for Automobile Associations in Europe. The Show Your Card promotion entitles their members to various discounts including accommodation at Best Western Hotels. Best Western in Europe is now an official ‘Show Your Card!’ Pan European partner, giving us excellent exposure and access to over 70 million automobile club members worldwide. Best Western hotels in Europe offer all Show your Card Members (in

addition to partner clubs in North America and Mexico) 10% off BAR when booked in advance. The ARC Europe rate (AE) is linked to BAR (Best Available Rate) in the system. At your properties, your AE rate is 10% off your BAR.        

Bookings must be made in advance via Best Western’s Central Reservation offices or any automobile club website. Bookings are subject to availability Proof of Membership is required at check-in (Member of FDM for example). There is one room per qualifying individual. Rates do not apply in conjunction with other offers or discounts. If an ARC Europe guest arrives to the hotel without a reservation, the hotel can offer the Best Available Rate at that time. Payment is made by the guest on departure The meal basis of this rate (B&B) is dictated by the room type booked. The hotel decides which “RATE LEVEL” rate plan AE should be assigned to.

Best Friends – Rate Plan EE This is a mandatory programme. This is a great incentive for the people who sell your Hotel in the Central Reservations offices and what better way for them to do this than for them to have stayed with you? It is also a great incentive for your own staff knowing they can avail of benefit from great rates in other Best Western Hotels worldwide. The aim is to create product awareness amongst staff. The rate is calculated by the previous year’s average daily rate.          

Rates are non-commissionable. 2 rooms can be booked on one reservation but the staff member must stay in one of the rooms. Up to 180 closed out dates are permitted per property per year. Bookings must be made in advance and maximum length of stay is 5 consecutive nights for any one booking. Photo identification may be required upon check in. As this rate is only applicable to employees of Best Western. Rate should be booked via Member Web under “Reservations” and “Book employee rate” Payment is made by the guest on departure. All rates are per room (max. double occupancy) per night including breakfast and taxes regardless of the room type book The hotel decides which “RATE LEVEL” rate plan EE should be assigned to.

Friends & Family – Rate Plan FF

This is a mandatory programme. The Friends & Family programme is for friends and family members of a Best Western employee. By offering special rates to friends & family we make preference for these people to use Best Western hotels which adds value to the hotels.            

Minimum of 25% off BAR Rate is non-commissionable Only available for leisure travel The rate does not apply for BWR points The employee does not need to be present Rate plan is linked to rate plan X2 for availability The guest must show signed form upon arrival. Form has to be signed by management of the employee The program must be booked in member web under “Reservations” and “Book employee rate. Same cancellation policy as BAR Reservations comes through member web The meal basis of this rate is B&B The hotel decides which “RATE LEVEL” rate plan FF should be assigned to.

SAS Frequent Traveller – Rate Plan Q This is a mandatory programme. Best Western is one of the very few Hotel Brands to be associated with this major Airline Partner         

This is a Free Night available to loyal SAS travellers with 10,000 or more points. The night is free to the guest but your property will be reimbursed with DKK 370,- per room per night booked on the Q rate. A bonus night is always booked in a double room, should an extra bed be required, the EuroBonus Member must contact your property directly to organise. Any charge for this is payable directly to the property. Availability is controlled at property level. Bookings are made by EuroBonus Member Service through Amadeus on GDS. Reservations for a free night by a Euro Bonus Member should never be accepted directly by the hotel. The bookings are paid on Central Bill programme therefore the Hotel will be automatically reimbursed on their monthly statement from Best Western. Please note that a SAS card holder can book any amount of free nights once they have sufficient points. Any additional nights can be booked on a publically available rate. This rate always includes breakfast regardless of room type booked The hotel decides which “RATE LEVEL” rate plan Q should be assigned to.

Best Western Rewards – Rate Plan FX 20

This is a mandatory programme. Loyal Best Western Rewards clients have the chance to use their points and stay at your hotel for a Free Night. Although free to the Best Western Rewards member your hotel is paid automatically on your statement.  Free Nights point value in Denmark ranges from 16, 000 – 28,000 Points (please see Best Western Rewards, section 3 for more information and Euro and DKK values)  Bookings are made through Central Reservations under FX rate code  Rate is a two person rate  Danish Best Western Rewards clients can guarantee their bookings in Danish hotels using their Best Western Rewards card number only with bookings made through the CRO  Guests can choose to pay with their Best Western Rewards points or with a Best Western Rewards Free Night Voucher (Please see section on Best Western Rewards Free Night Vouchers on page 17 Section 2)  Hotels are automatically credited for these stays on their monthly statements so there is no need to invoice the client or Best Western.  This rate always includes breakfast regardless of the room type booked  The hotel decides which “RATE LEVEL” rate plan FX should be assigned to.

Global FIT Rate – Rate Plan FI This is a mandatory programme. There are 234 global accounts in 47 countries producing revenue for this programme. Worldwide over 2,600 Best Western Hotels in 50 countries participate.  Rate plan is FI  There is no charge to participate in this programme, which runs from 01 April to 31 March annually.  Rates are non-commissionable.  Payment from the tour operators is usually central bill, which will appear as a credit on your Best Western invoice statement.  Payment can also be “Single use Credit Card”. If so the hotel must take Credit Card details from Member Web and take the amount manually on the Credit Card machine. This should be done on arrival day or departure day. See further information later in this section.  This rate always includes breakfast regardless of the room type booked.  The hotel decides which “RATE LEVEL” rate plan FI should be assigned to.

Central Bill = The hotel will get Reimbursed by Best Western on the statement for stays under this Rate Plan - FI

Net Dynamic GFIT Rate – Rate Plan X2 21

This is a mandatory programme. This is the dynamic version of the FI rate that is generally used for last minute bookings. This rate plan is booked by Travelocity, Orbitz, Priceline, etc.       

 

Rates are non-commissionable. X2 is the dynamic net rate plan and is the counterpart of the FI rate plan for tour accounts. This rate is a 20% discount off BAR, X2 floats with BAR Inventory is controlled at property level for this rate. X2 is a partner to the FI rate plan (not a replacement of FI) and it is imperative to continue to submit availability on the FI rate plan, as tour accounts require this static rate for their packages, brochures, tariff books and printed materials. Payment from the tour operators is usually central bill, which will appear as a credit on your Best Western invoice statement. Payment can also be “Single use Credit Card”. If so the hotel must take Credit Card details from Member Web and take charge the amount manually on the Credit Card machine terminal. This should be done on arrival day or departure day. See further information later in this section. The meal basis of this rate (B&B) is dictated by the room type booked. The hotel decides which “RATE LEVEL” rate plan X2 should be assigned to.

Central Bill = The hotel will get Reimbursed by Best Western on the statement for stays under this Rate Plan – X2

Best Business Denmark Gold - Rate Plan DB The program was introduced to target small companies with a minimum of 100 room nights per annum. This is a mandatory programme. Availability is linked to BAR. The Rate code is DB.        



Clients must sign a contract annually agreeing to minimum of 100 room nights a year. The client is given a unique ID number to access rates privately. This is known as a ‘closed user group’. Bookings are made online at www.bestwestern.dk, or by calling our Central Reservations Office and quoting their Corporate ID number. Rate plan has Last Room Availability Rate plan DB offers a 10% discount off BAR Gold clients can view all rates plans that are available online and they are free to book whatever is the cheapest rate at the time of booking.. Payment is always on departure by guest. The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme. Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section). Rate plan DB is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

All Corporate Agreements made by Best Western are based on payment on departure

Best Business Denmark Platinum - Rate Plan DC The program was introduced to target medium companies with a minimum of 400 room nights per annum. This is a mandatory programme. Availability is linked to BAR. The Rate code is DC.       



Clients must sign a contract annually agreeing to minimum of 400 room nights a year. The client is given a unique ID number to access rates privately. This is known as a ‘closed user group’. Bookings are made online at www.bestwestern.dk, or by calling our Central Reservations Office and quoting their Corporate ID number. Rate plan has Last Room Availability Rate plan DC offers a 15% discount off BAR Platinum clients can view all rates plans that are available online and they are free to book whatever is the cheapest rate at the time of booking. Payment is on departure by guest. The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme. Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section). Rate plan DC is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Best Business Denmark Diamond - Rate Plan DP The program was introduced to target large companies with a minimum of 1000 room nights per annum. This is a mandatory programme. Availability is linked to BAR. The Rate code is DP.       

Clients must sign a contract annually agreeing to minimum of 1000 room nights a year. The client is given a unique ID number to access rates privately. This is known as a ‘closed user group’. Bookings are made online at www.bestwestern.dk, or by calling our Central Reservations Office and quoting their Corporate ID number. Rate plan has Last Room Availability. Rate plan DP offers a 20% discount off BAR Diamond clients can view all rates plans that are available online and they are free to book whatever is the cheapest rate at the time of booking. Payment is on departure by guest. The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme.



Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section). Rate plan DP is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Nordic agreement Silver – Rate Plan 4N The program was introduced to target companies with a minimum of 300 room nights per annum. This is a mandatory programme. Availability is linked to BAR. The program is for companies that produces room nights within Scandinavia and the Baltic states.       



Clients must sign a contract annually agreeing to minimum of 300 room nights a year. The client is given a unique ID number to access rates privately. This is known as a ‘closed user group’. Bookings are made online at www.bestwestern.dk, www.bestwestern.com or by calling our Central Reservations Office and quoting their Corporate ID number. A pre-agreed rate of 10% off BAR Rate plan has Last Room Availability 4N clients can view all rates plans that are available online and they are free to book whatever is the cheapest rate at the time of booking. Payment is on departure by guest. The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme. Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section). Rate plan 4N is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Nordic agreement Gold – Rate Plan 5N The program was introduced to target companies with a minimum of 500 room nights per annum. This is a mandatory programme. Availability is linked to BAR. The program is for companies that produces room nights within Scandinavia and the Baltic states.       

Clients must sign a contract annually agreeing to minimum of 500 room nights a year. The client is given a unique ID number to access rates privately. This is known as a ‘closed user group’. Bookings are made online at www.bestwestern.dk, www.bestwestern.com or by calling our Central Reservations Office and quoting their Corporate ID number. A pre-agreed rate of 15% off BAR Rate plan has Last Room Availability 5N clients can view all rates plans that are available online and they are free to book whatever is the cheapest rate at the time of booking. Payment is on departure by guest. The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme. Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section).



Rate plan 5N is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Best Business Worldwide Net – Rate Plan XN This is a non commissionable Global Corporate rate for companies with an excess of 1.000 room nights per annum. Availability is controlled by the RACK or Best Available Rate inventory with 19% off BAR.      



Clients must sign a contract annually agreeing to minimum of 1.000 room nights a year. Bookings are made online at www.bestwestern.dk and www.bestwestern.com, via the GDS or by calling our Central Reservations Office and quoting their Best Corporate ID number. Payment is made on departure. Last room availability applies to this rate The meal basis of this rate (B&B) is dictated by the room type booked. The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme. Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section). Rate plan XN is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

R Rate Plan XNWorldwide – Best Business Worldwide Net Best Business Commissionable – Rate ate PlanPlan XWXN – Best Business Worldwide Net R Rate Plan XN – Best Business Worldwide Net This is a commissionable Global Corporate rate for companies with an excess of 1.000 room nights per annum. Availability is controlled by the RACK or Best Available Rate inventory with 10% off BAR and 10% commission.       



Clients must sign a contract annually agreeing to minimum of 1.000 room nights a year. 10% Commission Bookings are made online at www.bestwestern.dk and www.bestwestern.com via the GDS or by calling our Central Reservations Office and quoting their Best Corporate ID number. Payment is made on departure. Last room availability applies to this rate The meal basis of this rate (B&B) is dictated by the room type booked The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme. Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section). Rate plan XW is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Best AdvantageWorldwidePlaXW – Rate Plan Z7 RateWestern Plan XWBusiness – Best Business – Best Business Worldwide Best Western Business Advantage is a programme that is sold to small and medium sized companies. There are no requirements in order to get this programme.           

The Best Western Business Advantage rates are 10% off BAR We encourage you to sign up to this programme as small to mid-size businesses account for more than 70 percent of the corporate marketplace. Bookings are made online at www.bestwestern.dk and www.bestwestern.com or by calling our Central Reservations Office and quoting their Best Corporate ID number. Payment is made on departure Last room availability applies to this rate The meal basis of this rate (B&B) is dictated by the room type booked The client staying is a member of Best Western Rewards and is entitled to receive Rewards points. Company owner/CEO receive 10% bonus points of what the company travellers receive as base points. Company owner/CEO is upgraded to Diamond member Company travellers are upgraded to Platinum member Rate plan Z7 is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

European Seniors – Rate Plan ER The programme is for seniors over the age of 60 and is used in most European Best Western countries.   

 

10% off regular rates for any senior citizen 60 and over plus all North American AARP members 55 and over. Proof of age will be required at check-in and AARP card will be required for any North American citizen under 55. Payment on departure The client staying may be a Rewards Member and is entitled to receive Rewards points/ miles for the stay through the Rewards programme. Alternatively, if they are not please do not forget to enrol them under the Front Desk Incentive Programme (Page 1 of Best Western Rewards Section). Program can be booked through www.bestwestern.dk, www.bestwestern.com and or calling our Central Reservations Office The hotel decides which “RATE LEVEL” rate plan ER should be assigned to.

AAA Promotion – Rate Plan 3A 26

AAA is the Automobile Association in the US and currently has over 65 million members actively booking Worldwide.          

The AAA promotion entitles members to a discount of 10% in Best Western Hotels. Last room availability applies to this promotion. This means that once you have inventory available on your BAR rate, AAA Members can book at 10% discount. Both rate and inventory is automatically applied through Member Web so you do not need to manage this rate, i.e. 10% of BAR Guarantee and cancelation policies mirror those of your BAR rate. 3A rate is bookable online, through our Central Reservation Offices and GDS. Travel Agents can book this rate and it is commissionable at 10%. Proof of AAA Membership is required on check in, in order for a guest to avail of the 10% discount. In the event that they are unable to produce this membership identification the full rate can apply to the booking. Best Western Rewards points are awarded to Best Western Rewards Members staying on this rate. The meal basis of this rate (B&B) is dictated by the room type booked. Rate plan 3A is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

– RP Rate code  The meal basis of this rate (B&B) is dictated by the room type that is Danish holiday promotion – Rate Plan UR booked. This is a program only for Denmark. The programme can be used all year round but is meant for as a weekend, holiday and low season program.        

Accommodation for 2 adults and 1 child in family room Breakfast included Double Best Western Rewards points included Rates are from DKK 795,Non-commissionable program UR rate is bookable online and through our Central Reservation Offices Payment is made on departure The hotel decides which “RATE LEVEL” rate plan UR should be assigned to.

Stay & Save – Rate Plan 5K The Stay & Save program is for Denmark only. The guest receives 20% discount when booking 3 consecutive nights.      

The discount can be changed but has to be at least 10% of BAR The guest only receives the discount when staying 3 consecutive nights Breakfast included Non-commissionable program 5K rate is bookable online and through our Central Reservation Offices Guests from this programme is entitled to BWR points

 

Payment is made on departure The hotel decides which “RATE LEVEL” rate plan 5K should be assigned to.

Scandinavian 2 nights Holiday Promotion – Rate Plan U0 The Scandinavian holiday promotion is a leisure product consisting of 3 rate plans, DK, U0 and 0A. The programme is made in collaboration with Norway, Sweden and Finland which means the rate programme can be booked also in these countries. The programme gives Best Western the possibility to co marketing with mentioned countries.        

2 nights 20% off BAR Breakfast included Entitled to BWR points Non-commissionable Rate Plan DK is bookable online and through Central Reservation Office Payment made on departure The hotel decides which “RATE LEVEL” rate plan U0 should be assigned to.

Scandinavian 3 nights Holiday Promotion – Rate Plan 0A The Scandinavian holiday promotion is a leisure product consisting of 3 rate plans, DK, U0 and 0A. The programme is made in collaboration with Norway, Sweden and Finland which means the rate programme can be booked also in these countries. The programme gives Best Western the possibility to co marketing with mentioned countries.        

3 nights 30% off BAR Breakfast included Entitled to BWR points Non-commissionable Rate Plan DK is bookable online and through Central Reservation Office Payment made on departure The hotel decides which “RATE LEVEL” rate plan 0A should be assigned to.

Aeroplan – Rate Plan 92 28

Best Western International has developed a new partnership with Aeroplan, a Canadian based frequent flyer marketing programme created by Air Canada as an incentive for its frequent flyers. Currently Aeroplan has over 5 million members. Aeroplan members can now redeem their miles for stays at Best Western Hotels. Rate Plan 92 is used only for Aeroplan customers redeeming their miles for stays at Best Western Hotels. Rate plan 92 was loaded for your property automatically and is linked to rate code FI to control rates, status, and inventory allocations Payment method is either handled by Central Bill (automatically reimbursed by Best Western; credited on your Best Western account statement) or with a V-Card (Virtual Credit Card)            

Availability is controlled at property level. FI is required to be loaded and open in order to participate in Aeroplan Programme Rate Code 92 is set at 10% higher than your GFIT Rate This rate is Commissionable and the Best Cheque Commissions Processing system will be used (see section 5 for more details on Best Cheque) Bookable through CRO, GDS, & Internet sources with the appropriate Corporate Access Code These Rates are Not Published to Consumer BWR points are not required; however, a property may choose to award them to the guest Vouchers Not Required Payment through Central Bill or Virtual Credit Card Tax is inclusive The meal basis of this rate (Room Only or B&B) is dictated by the room type booked Rate plan 92 will automatically choose the same “RATE LEVEL” as rate plan FI is assigned to.

Dynamic VIP – Rate Plan Z9 Best Western new Dynamic rate (Z9) is open to our top Wholesale Tour accounts. These accounts have told us that they are transitioning to dynamic rates and online booking capabilities at the brand level versus working directly with properties and so it is necessary to offer them a rate they can work with to book your property. The new VIP dynamic net rate plan (Z9) will be made available only to select contracted Wholesale Tour Operators like Gullivers Travel Agency (GTA) that drive significant revenue to our brand.       

This Net rate will be taxable Rate can be set at a minimum of 25% off BAR Z9 rate plan must also be loaded into your Property Management System (PMS) if you are a Two Way property (Contact your PMS vendor to add the plan to your system) Bookings will be made exclusively through electronic channels (GDS, Direct Connect, Pegasus) Z9 rates are net non-commissionable BWR points are not required; however, a property may choose to award them to the guest Single Use Credit Card can be used as payment

    

Best Western Central Bill / Reimbursement Cancellation Policy: 24 hours in advance No Show Policy is One night plus tax The meal basis of this rate (Room Only or B&B) is dictated by the room type booked The hotel decides which “RATE LEVEL” rate plan Z9 should be assigned to

Best Weekend – Rate Plan NL Best Weekend is a weekend product setup to increase business during weekends and holidays. The product includes 2 night accommodation for 2 people in double room including breakfast. The product is sold on Travel Card loaded with 1 unit which equals DKK 1.395,-. Travel Card is sold by BWI office in Denmark.          

Availability is controlled on property level Fixed rate: DKK 1.395,2 nights (Friday-Sunday) for 2 people in double room Product can be booked directly at the hotel or through Best Western call centre Payment is Travel Card. Hotel to charge 1 unit on Travel Card Product (Travel Card) can only be purchased through Danish BWI office Hotel is reimbursed by Best Western on monthly statement Cancellation Policy: 24 hours in advance The meal basis of this rate (Room Only or B&B) is dictated by the room type booked. The hotel decides which “RATE LEVEL” rate plan 56 should be assigned to

Partner agreement – Rate Plan MX Best Western MX agreement is made in collaboration with Sweden, Norway and Finland. The product is offered to member organisations on behalf of their members. The product is set up to reward members with a discount of 10% off BAR in weekdays and 20% off BAR in weekends.          

Last Room Availability 10% Off BAR Monday through Thursday 20% off BAR Friday through Sunday Breakfast included Payment at hotel Booking can be made through CRO and WEB Non-Commissionable No-show policy: 1st night including tax Entitled to BWR points and airline miles Rate plan MX is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

7 days advance program – Rate Plan 1U 30

Book 7 days in advance, completely pre pay and receive a minimum of 10% off Best Available Rate (BAR)        

Availability is controlled at property level. This rate is linked as a % off BAR. It must be set at a minimum of 10% off BAR. This percentage is flexible and is controlled at property level. Any changes made to BAR will also change 1U Rate code. Bookings can be made through the CRO (Central Reservations Office) and through the Internet, 7 days in advance. Total stay is pre-paid by credit card. Upon receipt of booking the hotel should immediately charge the full stay to the credit card. Failure to do this may result in non payment for this booking. There is no refund or cancellation with this rate. Clients are made aware of this on each screen on the Internet as they make the booking. Due to Best Western’s merchant model, we cannot request a CCV number for on line bookings through Best Western.com. Payments from credit cards therefore must be taken without a CVV number or PIN. The hotel decides which “RATE LEVEL” rate plan 1U should be assigned to.

14 days advance program – Rate Plan 2U Book 14 days in advance, completely pre pay and receive a minimum of 10% off Best Available Rate (BAR)         

Availability is controlled at property level. This rate is linked as a % off BAR. It must be set at a minimum of 10% off BAR. This percentage is flexible and is controlled at property level. Any changes made to BAR will also change 2U Rate code. Bookings can be made through the CRO (Central Reservation Offices) and the Internet. Bookings must be made 14 days in advance. Total stay is pre-paid by credit card. Upon receipt of booking the hotel should immediately charge the full stay to the credit card. Failure to do this may result in non payment for this booking. There is no refund or cancellation with this rate. Clients are made aware of this on each screen on the Internet as they make the booking. Due to Best Western’s merchant model, we cannot request a CCV number for on line bookings through Best Western.com. Payments from credit cards therefore must be taken without a CVV number or PIN. The meal basis of this rate (B&B) is dictated by the room type that is booked. The hotel decides which “RATE LEVEL” rate plan 2U should be assigned to

BWR 1.000 bonus point – Rate Plan VR 31

The VR rate plan is a special promotion to our Best Western Rewards members. If the guest books this rate plan they pay BAR + 10% and received an additional 1.000 bonus BWR points.        

Rate = BAR+10% Guest receives an additional 1.000 BWR bonus points Same cancellation policy as BAR VR has Last Room Availability so when BAR is open VR is open If gust leaves his BWR number when booking the 1.000 bonus points will be awarded automatically If the guest didn’t leave his BWR number when booking the 1.000 bonus points has to be awarded manually by the hotel The meal basis of this rate (Room Only or B&B) is dictated by the room type booked. Rate plan VR is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Johnson Controls 2nd Preferred – Rate Plan Z2 Best Western has a global corporate program with company Johnson Controls which includes all Best Western hotels globally. The hotel can decide if they want to be PRIMARY or SECONDARY preferred partner. Rate plan Z2 is for secondary preferred partners which calls for all Danish member hotels     

Discount 19% off BAR Last Room Availability Guests are entitled to BWR points The meal basis of this rate (Room Only or B&B) is dictated by the room type booked. Rate plan Z2 is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Chain & Consortia – Rate Plan XZ Rate Plan XZ is the rates for the Chain 6 Consortia program. Each year the hotels decide which consortias they would like to collaborate with. Best Western has preferred partnership with 11 of the biggest consortia in the world such as the likes of Carlson Wagonlit Travel, BCD Travel, HRG and THOR. Hotels will be solicited each year in August/September.     

10% discount off BAR 10% travel agent commission Guest pays on departure The meal basis of this rate (Room Only or B&B) is dictated by the room type booked. Rate plan XZ is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Via Travel program – Rate Plan X3 Since Via Travel isn’t a part of the global Chain & Consortia program Best Western in Denmark, Sweden, Norway and Finland has made their own direct program with Via Travel in Scandinavia. This program gives Best Western hotels in Scandinavia a preferred status to Via Travel bookers.     

10% discount off BAR 10% travel agent commission Guest pays on departure The meal basis of this rate (Room Only or B&B) is dictated by the room type booked. Rate plan X3 is located in “RATE LEVEL A” which also replies to all other rate plans with LRA (Last Room Availability).

Harley-Davidson program – Rate Plan HY Best Western and Harley-Davidson have launched their global collaboration in February of 2013. Harley-Davidson riders now get a discount staying in Best Western hotels globally. The hotel has the possibility of being a rider friendly hotel, if interested please contact the Danish Best Western office.        

10% discount off BAR Can be booked via Best Western channels (with corporate ID) and via Harleydavidson.com. Rates are not public Direct connect with Harley-davidson.com 10% commission to Harley-Davidson Collaboration will be published via different motorcycle media and HarleyDavidson websites. The meal basis of this rate (B&B) is dictated by the room type that is booked. The hotel decides which “RATE LEVEL” rate plan HY should be assigned to

Internet Only Web Special – Rate Plan OI This is a mandatory programme. This rate is available only the Internet

Key message: “Book 21 days in advance and receive between 15% - 30% off Best Available Rate (BAR)”.            

Availability is controlled at property level B. Loaded to all room types. This rate is linked as a 5% off BAR. If BAR is not loaded in Member Web, OI rates are not loaded. Any changes made to BAR will also change OI Internet Rate. Bookings are made online www.bestwestern.dk or www.bestwestern.com. Bookings must be made 24 Hours upon arrival. Total stay is pre-paid by credit card. Upon receipt of the booking the hotel should immediately charge the full stay to the credit card. Failure to do this may result in non payment for this booking. No changes or cancellations can be accepted after the booking is confirmed. This is a non refundable rate and there is no refund or cancellation with this rate. Clients are made aware of this on each screen on the Internet as they make the booking. Due to Best Western’s merchant model, we cannot request a CCV number for online bookings through Best Western.com. Payments from credit cards therefore must be taken without a CVV number or PIN. The meal basis of this rate (B&B) is dictated by the room type booked. The hotel decides which “RATE LEVEL” rate plan OI should be assigned to.

Keep all Rate Plans open to receive more bookings

Best-Biker program – Rate Plan HK Best Western and Best-Biker have launched their Scandinavian/ Nordic Bikers program collaboration in May of 2014. Best-Biker riders now get a discount staying in Best Western hotels in Scandinavian/ Nordic countries. The hotel has the possibility of being a rider friendly hotel, if interested please contact the Danish Best Western office.             

15% discount off BAR Rate Level : B Promo code: Biker Only available for 1 nights stay. After 5 stamps the 6 night is for free – free night shall be booked directly to the hotel and be used before September the 30th. Valid from: April the 1st to September the 30th. Valid in: Denmark, Norway, Sweden, Finland, Latvia, Lithuania, Poland Single or Double room incl. breakfast. Guest have to arrive at the hotel on a bike Guest has to show Best Biker Pass and receive a stamp at the hotel. Guest do not receive Best Western Rewards points Can be booked via CRO, Best Western channels and directly to the hotels. Rates are not public

   

When the hotels receive notification of a free night the hotel have to submit the guest Biker Pass which must be completed by 5 stamps with the guest name, address and email. Hotels will be reimbursed by DKK 650,- for free nights used in Best Biker Pass on monthly statement The meal basis of this rate (B&B) is dictated by the room type that is booked. The hotel decides which “RATE LEVEL” rate plan HK should be assigned to

Distressed Inventory – Rate Plan D2 These rates will provide you with the option to sell distressed inventory through Third Party websites connected to the BWI network e.g. Travelocity, Orbitz, and Priceline. This is extremely beneficial for selling late rooms. A discounted non-commissionable rate sold to third party channels is marked up by the distributor and sold to the consumer. The programme should only be used to sell inventory not forecasted to sell.  Discount is 31% off BAR  Sold as packaged deals on third party websites  The D2 rate plan requires a minimum of 31% off of BAR. This rate plan will be sold with packages that include airline and/or car rental. Since this requires a deeper discount, this should be used to sell inventory that would otherwise go unsold, particularly within the next 30-60 days.  Payment for D2 is always by Single Use Credit Card.(See more details on Single Use Credit Card further down this section)  In the case of a no-show on the D2 rate with Single Use Credit Card, the hotel can charge the single use credit card on the first day. However, if they receive an error on the credit card during processing they would contact the appropriate hotel assistance line for the preferred partner.  Please see the following two pages for further explanations*  The meal basis of this rate (B&B) is dictated by the room type that is booked.  The hotel decides which “RATE LEVEL” rate plan D2 should be assigned to.

Third Party Website Net Rate/Distressed - Inventory Programme FREQUENTLY ASKED QUESTIONS WHAT IS A NET RATE? A discounted non-commissionable rate sold to third party channels marked up by the distributor and sold to the consumer. The programme should only be used to sell inventory not forecasted to sell. HOW DO I PARTICIPATE IN THE NET RATE PROGRAMME? Please contact the Danish support office and advise them what percentage discount you want to offer from BAR (rack). We will confirm when the rates are loaded in

Member Web. It will be your responsibility to manage availability through Member Web to receive, D2 business. . 1. The D2 rate plan requires a minimum of 31% off RACK. This rate plan will generally be sold with packages that include airline and/or car rental. Since this requires a deeper discount, this should be used to sell inventory that would go unsold otherwise, particularly within the next 30-60 days. The rate will always be buried in a package and therefore the client will never see the rate. HOW MUCH INVENTORY SHOULD BE ALLOCATED? You should load inventory for an extended period of time and close out as necessary. We recommend at least one year out.. The D2 rate plan should be managed based on the immediate needs such as the next 30-60 days. This will raise your occupancy in the short term. HOW DO I RECEIVE PAYMENT? A credit card will be attached to each reservation made. This credit card is available for room and tax charges only stated on the reservation. The guest will be responsible for any and all incidental charges. The credit card number provided on the reservation should be charged as a normal credit card. The single use credit card cannot be pre authorised. The card cannot be used for any stay extension. The guest will be responsible for any room and tax charges beyond the original reservation. WHY IS A CHAIN LEVEL AGREEMENT BETTER THAN A PROPERTY LEVEL AGREEMENT? Traditionally at the property level the contract terms favour 3rd party websites and make net rate programmes mandatory rather than optional. At the chain level we can use the leverage of the Best Western brand to negotiate more lenient contract terms. WHAT HAPPENS IF I ALREADY HAVE A PROPERTY LEVEL CONTRACT? Each third party website could potentially handle this situation differently. As we negotiate and finalize agreements with selected third party websites this point will be discussed and passed on in the program details. If you have a property level agreement you must follow your contract terms until an opt-out term has been reached. SHOULD EVERY BEST WESTERN PARTICIPATE IN THE DI AND/OR D2 PROGRAMME? Many third party websites mainly concentrate on primary and secondary markets for their net rate programs. In some cases hotels not located in these markets will not have their net rate/distressed inventory displayed on the website. You should research your competitive set to verify if they have net rates on the internet. To identify a net rate on a third party website, look for banners with verbiage such as Good Buy, Best Buy, Special Rates, etc. HOW DO I UTILIZE THE NET RATE PROGRAMME WITH THIRD PARTY WEBSITES? The 3rd party website will make decisions on the hotel display order based on the level of discount provided by hotels. Competitive discount rates can improve the hotel display order on the website and create additional opportunities for bookings (i.e. 1st page versus later pages that customers have to scroll down to).

WHO ARE OUR CURRENT D2 NET RATE PARTNERS? Travelocity; Zuji; Travel today; Hotwire; Priceline; Destination Rewards; Lodging; Cheaptickets; Orbitz; Placestostay (CNG). HOW DO I PARTICIPATE IN THE NET RATE PROGRAMME? Hotels can sign up for the programme at any time. You can contact the Danish support office on info@bestwestern.dk for enrolment and/or additional questions.

Rate Plans D2 is creating visibility and awareness on the internet, if the rate plan is open! CHECK YOUR RATES DAYLI ON ALL CHANNELS AND MAKE SURE TO DRIVE REVENUE THROUGH THE CHEAPEST CHANNELS

Rate Parity Reports Per Best Western’s Low Rate Guarantee policy, it is required that hotels do not undersell bestwestern.com or BWI’s travel partners. BWI will impose a fine of $50 for each day a violation occurs inside the current month. These variances may be due to one or more of these issues: 

Rate is not in parity



Availability is not in parity

Your monthly statement will include a fine of $50 (USD) for each day a violation occurs within the current month if actions according to warnings have not been corrected for the following month The following tips may help to bring your property into parity:  



Adjust your extranet rates any time you adjust your BAR rate to ensure parity with Best Western net rate plans. Use the Best Western net rate calculator (found on the home page of mybestwestern and in the Sales and Marketing Section) to determine the discount percentage off BAR or your lowest publically available rate in order to ensure rate alignment. Contracts with property direct partners may require a mark up off the lowest publically available rate regardless of restriction. This means that the Internet Only and Advance Purchase rate plans are subject to the direct partner’s terms. When this is the case, the level of discount for Best Western’s Di net rate plan also has to be calculated based on the Internet only or Advance Purchase plans.

   

Set up BWI promotional net rate plans to mirror promotions offered on direct extranet partner sites. If a promotion is offered on one website, a similar promotion should always be offered to the other third party websites. Availability must also be in parity. This means that when an extranet agreement has inventory, the Best Western net rate plans (Di/D2) must also be open and available. Offer the same room types through the Best Western net rate plan (Di) that you give your direct extranet partners.

Questions:  Contact your Best Western Support Office for additional tips and assistance on how to maintain a consistent sell rate or with concerns related to the content of this notification.

Single Use Credit Cards

Most Third Party sites use Single Use Credit Cards to guarantee bookings. It will state this on the reservation - Please see reservation above. When you see a message on a reservation that states Single Use Credit Cards 1) Do not attempt to Pre-authorise 2) Credit Card must be billed for the EXACT amount of the booking, not a Krone more or less or it will be declined 3) In the event of a problem with payment please contact the partner website Hotels should not attempt to charge the guest for anything other than incidental charges, even if the single use credit card is declined. Contact details of the partner can be found in the Travel Agent section.

Identification of Source code on a Reservation 39

There are three ways you can receive a reservation from Best Western, Internet, Central Reservation Office or GDS. It is important to be able to identify the source of the booking. Please see sample reservation it shows a booking received from the (ITLRR) Milan Reservation Office. The next page shows a full list of locations that you will receive reservations from and their codes. Central Reservation Central Reservation Office Code

Name

FTBRR ITLRR PHXRR RXSRR YORRR

Fort Bonafacio reservation office Milan central Reservations Office Phoenix central reservations office Roxas York central reservations office

MANILA, PHILIPPINES MILAN PHOENIX, ARIZONA MANILA,PHILIPPINES YORK,ENGLAND

GDS CODES AAXRR 1AXRR UAXRR 1PXRR WBXRR WRXRR  

Sabre Amadeus Galileo/Apollo Worldspan WEB Worldres

For a comprehensive list of all Central Reservations codes please see the Member Portal. Located on the Home Page under New downloads, Information & Programs Manual.

How to Set up New Packages & Rates It is very important to consider any new special offers or package rates you may like to load on Member Web, so that they can be sold via Best Western Systems and featured in Best Western Rewards publications. If you already have packages loaded that you wish to promote, please review their availability and rates in Member Web on a weekly basis. In order to fill in a rate loading form for the hotel, log into the Member Portal and download the document from the home page. Then send it to your support office and we will do the rest. Once loaded we will send you the URL link so you can advertise and link directly to these special offers from your own property website. o

We will require the date range that you want to set the package for. You must include if you require an advanced purchase on the rate.

You must fill in the duration(s) of the Package: (Your hotel may sell the same package, but offer with different durations. (Example: You may offer a 1, 3, and 5 night romance package.

A fixed amount of BWR points will be awarded on each night of a package

You have a choice of what room types you want loaded

The rate can be loaded with open or closed availability

This rate can also be commissionable or non commissionable. You can control availability and rates at your hotel when the rate is loaded

Very important when setting up a package rate you must include the total amount for the stay inclusive of all extras offered i.e. Dinner, Wine, Theatre tickets.

Get all your Packages loaded in Best Western Systems

How to retrieve a credit card from bookings made through Member Web Advance Purchase and Prepaid bookings â&#x20AC;&#x201C; For those reservations that require you to collect funds from the Guestâ&#x20AC;&#x2122;s card upon receipt of the booking, you should be using the Trans Log with CC to request the needed Credit Card numbers at the end of each transaction day. In the event that you do not want to wait until the end of each transaction date to do this, you can use one of your Trans Log with CC requests in the middle of the day and then save your second request for the end of the day.

No-Shows and Single Use Credit Cards – For those reservations that require you to process a No-Show billing or to bill a Single Use Credit Card, you should be using the Arrivals List with CC to request the needed Credit Card numbers once that arrival date has past. For example, you should run the report for September 1 on September 2 to obtain Credit Card numbers needed to process No-Shows and Single Use Credit Cards. Reviewing booked reservations through the transaction log – see screen shot below

Each day, you should review the transaction log from the prior day. If you need credit card information to process the prepaid reservations, use the “Tran log with CC’ any screen, show here, to request the credit card details. Review all new reservations on the screen and, for each prepaid reservation, check the Credit Card Details box to request delivery of the credit card detail. You can request all the credit card numbers you need in a single request. After checking the box for each reservation, you will be presented with a confidentiality agreement. Review the agreement then accept select the ‘Accept-Request Credit Card Agreement’ button. We have included the rate code and guarantee information to the “Tran log with CC” screen to assist you in determining which Credit Cards you may need. Remember, the transaction log defaults to display the last seven days of activity received for your hotel. These are presented in reverse order, with the most recent activity presented first.

When you select the “I Accept – Request Credit Card:” button, you will not see any credit card details on the screen. Instead, a short time later you will receive a Transaction Log Credit Card Fax report through the secure fax number that you provided Best Western International. This report includes the confirmation number, arrival date, credit card type, credit card number, and expiration date for each of the reservations you requested. The report will contain no other information about the guest or the reservation. You can use this report to process any advance payment reservation settlements by cross-referencing the credit card information with the reservation information available through Member Web

Pre-authorisations that need to be done on reservations that are received between 3 days prior to arrival and the actual arrival date, should be requested using the end of day Transaction Log request. Frequently Asked Questions about Credit Card Delivery Q. How long will it take for the fax report to get to me after I request it? A. This process is automated, with requests continually added into a queue so that they can be fulfilled in a reasonable amount of time. While a number of factors can affect the actual response time, our expectation is that your request would be filled within an hour – and probably less – once it enters the queue.

Q. What do I do if I get a new fax number? How do I let you know about the change? Please contact your Best Western Support Office and we will inform the Help desk in Phoenix of any changes made to your secure fax number Q. Why is a fax machine more secure than Member Web? A. Delivering credit card numbers via fax is much more secure than delivering them through an Internet-based application. The faxes will be transmitted over telephone lines and are delivered to a specific destination that has been validated. Telephone lines are a very secure means of transmission versus other methods. Q. Isn’t using faxes a step backward from a technological standpoint? A. Faxes represent the securest method we can use at this time to safeguard credit card information in the short term as we work our way to a better, long-term solution. Q. How many times can I request a credit card? A. Please note that you can request a credit card on a particular arrival date a maximum of 4 times and on a particular transaction date a maximum of 4 times. Should you need to request something in addition to this you will need to contact your local support office in Denmark.

Tour Operators Virtual Credit Cards Virtual credit cards, or single-use credit cards, have been used by online travel agencies like Travelocity, Orbitz, and Priceline for years. Now the larger tour operators are also using the convenience of these cards as their payment method. In addition to Central Bill, tour operator reservations through rate plans FI, X2, D2, and Z9 might also be delivered with a virtual credit card. If you see ‘CC’ in the Guarantee field, the reservation will be paid with a virtual credit card. Charge the credit card at time of check-in for the entire stay confirmed on the reservation. If the rate booked is taxable (i.e. X2, Z9), then charge the room night plus tax. The virtual credit cards are set up for single-use and are valid for the room (and tax if the rate is taxable) for the specified dates of the reservation only. Please remember that you should never pre authorize a Virtual Card as it will block the funds you need when actually charging the card. The virtual credit card is not the guest’s credit card. The guest has pre-paid the tour operator for room and tax, and the tour operator’s virtual credit card is paying you. As with all virtual credit card reservations made through the net rate programmes, charge the card at the time of check-in for the amount of the stay and then collect a credit card from the guest for any incidental charges. Create a separate folio for the room and tax and under no circumstances reveal the rate to the guest.

Tour operators have two payment methods for reservations booked in the Best Western system:

Best Western Central Bill and Reimbursement. Look for: “CENTRAL BILL TTL RM TX BKD AUTO REIMB ON BW STMT” in the Guarantee field in reservations delivered to your hotel. Best Western will automatically reimburse the hotel for room and tax on the hotel’s monthly Best Western statement and then Best Western bills the tour account. Do not reveal the rate to the guest. Virtual Single-Use Credit Card. Look for the tour operator rate plans FI, X2, D2 and Z9 in reservations delivered to your hotel. If you see ‘CC’ in the Guarantee field, the reservation will be paid with a virtual credit card. Charge the tour operator’s credit card at time of check-in for the entire stay confirmed on the reservation. If the rate booked is taxable then charge the room night plus tax. Do not reveal the rate to the guest.

Regardless of which of the two payment methods the tour operator used, it’s critical that you do not reveal the rate to the guest.  The first folio with the net rate should be used for room and tax and kept for your records.  Create a second folio and collect a credit card imprint from the guest at check-in for any incidental charges. Provide to the guest at checkout.  Mask/suppress the rate in your PMS to keep it from showing up on the guest registration cards and guest folio. *Please see rate cheat sheet on the next page – please print out for the front desk and reservation office*

Properties with A Two Way Interface Properties with a Two Way Interface control availability and rates in Best Western directly from their Property Management System (PMS). There are two very important functions that Two Way Properties must be aware of: 

In order for both property PMS and Best Western’s CRS system to be ‘in balance’ the Juniper interface must be in operation. If this interface fails for any reason, Best Western reservations will automatically be faxed to your property until the Juniper interface resumes activity. Best Western Two Way Support Team will get in contact if this failure should occur.



If a property wishes to set up a new rate code in Best Western they must create the rate code in their local PMS and also contact the local Best Western Support office to create the code in Best Western’s CRS. Once this is complete the property must link the two codes.

Best Western Two Way Support Your local Best Western Support office is available to answer any queries you have and will direct you to your PMS vendor in the event that the query can only be resolved by them.

Should a Two Way property have any questions or problems out of office hours you should email them to helpdesk@bestwestern.com AND propsys@bestwestern.com to ask their advice on how to proceed with a particular issue. The turnaround of queries to these emails is approximately 2 hours.

ALL HOTELS MUST HAVE TWO WAY INTERFACE BY DECEMBER 31st 2015

Best Western Rewards What is Best Western Rewards?

Best Western Rewards® is Best Western Internationals loyalty programme to encourage repeat business and award our most loyal customers. As a Best Western Rewards® member, customers earn points each time they stay in any Best Western Hotel worldwide. These points can be redeemed by the customer via www.bestwesternrewards.com, www.rewards.bestwestern.dk or by calling 8001 0988 in Denmark. As a Best Western hotel, you can use Best Western Rewards® as your own loyalty programme to encourage guests to benefit from additional hotel services and increase your repeat customers. If you would like more information, please visit www.bestwesternrewards.com or www.rewards.bestwestern.dk.

Offer all Guests Membership of Best Western Rewards

Best Western Rewards Front Desk Incentive Programme The Best Western Rewards European Wide Campaign to recruit additional members was launched in Denmark so that all participating employees will have the opportunity to earn points towards great awards for every newly enrolled Best Western Rewards member and also have the chance to win some exciting prizes. (See Appendix) For Managers/ Supervisors: 1. 2. 3. 4.

Go to Front Desk Incentive in the Frequent Guest menu in Member Web Choose “Enroll a new employee” from the drop down box at the top. Enter your employee’s first name & last name. Member Web will assign a Best Western Rewards number as well as an employee ID. 5. Your Employee is now a Best Western Rewards member.

6. Should you have any questions please do not hesitate to contact the Danish office – 0045 3539 3313 or info@bestwestern.dk

You Receive Points every time you enroll a new Member

This is how the Front Desk Incentive programme works for the employee …..     

Have your Supervisor or Manager register you for the Front Desk Incentive Programme through Member Web (see steps above) You will receive 250 points for the first five qualified Best Western member stays for the member you have enrolled. You will receive 250 points when this member reaches Platinum or Diamond status. You will have the opportunity to win prizes in our regular Insider prize draw. You can use your Insider points for Best Western Rewards® such as Free Room Nights, Travel Card, and other great offers.

We want to incorporate as many Danish Best Western Rewards® members into our Front Desk programme as possible. In order to encourage all staff to enroll more members we have an incentive programme that includes excellent prizes with minimum targets to achieve. FDI Quarterly incentive



1. Quarter: December, January, February 2. Quarter: March, April, May 3. Quarter: June, July, August 4. Quarter: September, October, November  The 3 top hotels that have enrolled most guests, however minimum 135 new guests within a quarter will win the FDI quarterly competition.  1st. Place. The front desk staff that has enrolled and activated most guests at the winning hotel wins and can choose among great first place prizes  2nd. Place The front desk staff that has enrolled and activated most guests at the second best performed hotel wins and can choose among exciting second place prizes  3rd. Place. The front desk staff that has enrolled and activated most guests at the third best performed hotel wins and can choose among exciting third place prizes Please note: In order to win the prize the enrolled and activated figures need to match otherwise the prize will go to the next best performed staff at the hotel. 

The prize is personal. Please see the prize catalogue in your compendium.

FDI half year incentive  1st Half year: December, January, February, March, April, May  2nd Half year: June, July, August, September, October, November  The amazing prize of the FDI half year incentive competition is an extended weekend trip from Thursday – Sunday in a European city incl. accommodation and flight for 2 persons. o The hotel that has generated most revenue to other member hotels wins the FDI half year incentive competition. It is the front desk staff that has enrolled most guests who wins.  This prize is personal and the receiver will have shown an outstanding performance with a high level of dedication  The same hotel cannot win twice in a row. Please note: Prizes in relation to the FDI program which consists of hotel and flight or transport are only possible in the extent where availability and prices are in accordance with low season prices Super Club – Yearly Incentive  The yearly incentive is running from December 1st until November 30th.  The employee that shows individual engagement and enthusiasm towards the BWR loyalty program and acts as an ambassador internally as well as externally for the program, will have the opportunity to be individually rewarded.  101 - 300 new members and Travel Card sales of DKK5000,- within a year – An annual pass to Tivoli in Denmark or a gift card to Matas, Inspiration or H&M.  301 – 500 new members and Travel Card sales of DKK 10.000 ,- within a year – lunch for 10 persons including 3 bottles of wine.  501 > members and Travel Card sales of DKK 15.000,- within a year – Weekend stay for 2 persons including a 2 hours treatment in a beauty clinic/salon



This prize is personal and the receiver will have shown an outstanding performance with a high level of engagement. Moreover, this person has been an excellent Best Western Rewards ambassador that train and assist colleagues in the understanding of the Best Western Rewards program

Watch out for our FDI newsletters for updates. If you haven’t received our newsletter please send an email to info@bestwestern.dk

The FDI competition offers great gifts for hotel employees

Enrol a new member? Front desk is the best place to promote this programme to guests. Enrolment is quick and easy and it is the responsibility of the front office team to inform guests of the benefits of Best Western Rewards®. Each hotel should always have a supply of Best Western Rewards® enrolment forms which must be displayed at the reception. These should be kept on top of the reception desk, not in a drawer out of sight of the potential members. (If you are running low on forms, please phone the Best Western International office +45 3539 3313 or e-mail info@bestwestern.dk. Please bear in mind that forms may need to be reprinted, so please do not wait until you run out) Each enrolment form has a temporary card with a membership number. Guests register and receive points immediately (if they fill in a form on check out they earn points for their stay).      

Have the guest complete the details as outlined. Make sure the contact information can be read. Ask for business card to make sure all details are correct It is important that you get the e-mail address for future communication. News, point status, offers, etc. Detach the temporary card and give to the guest. Advise them that they will receive a permanent card shortly after the first stay in a Best Western hotel. Ensure your hotel property number and staff member name is written at the bottom of the form. It is the responsibility of the Hotel staff member to ensure that the guest is enrolled under the correct Best Western Rewards number. The number they are enrolled under must match the temporary card given to the guest. We suggest looking at all arrivals each day and pre populate the form for non – Best Western Rewards® Members. This makes it much easier on check-in to enroll a new member.

Alternatively, the guest can complete the form in their own time and return it to the Best Western Denmark Office.

Remember to get E-mail address from every new member/hotel guest 50

Enrol a new member without a Best Western Rewards number In order to sign up a new member without a Best Western Rewards® number follow the below instructions:

Western 1. 2. 3. 4. 5. 6.

Log into Member web. Go to frequent guest. Go to enrol. Select your Employee name or ID. Fill out the details of the guest. At the bottom in the line where it says Member number, tick the box “assign new number” instead of the default “uses temporary”. 7. Hit submit. Print out Best Western Rewards number for the guest. See print screen below

How to award points using Member Web Points are awarded on the accommodation portion of the guest’s bill at the rate of 10 points for every $1 spent. You can, if you like, award points on the entire bill, in fact most hotel loyalty programmes do and most Best Western Hotels around the world do. Member Web automatically calculates the points from the revenue inputted. All guests in Denmark get double points staying on a Sunday. Remember to choose “Double pts” in the “Bonus Multiplier” field when giving points on a Sunday. The system will the automatically calculate double points.

Best Western Rewards Auto Issuance of Points In an effort to streamline the guest experience with the Best Western Rewards® programme and maintain the seven (7) – day posting requirement, the Auto Issuance programme was developed. Any reservations booked through Best Western booking channels (CRS, GDS or the Internet) will be processed through the Auto Issuance programme.

Managing the Best Western Rewards® Stays In order for Auto Issuance to process a guest’s record, the guest account information must be included at the time of the booking. The guest Best Western Rewards account information can be received via reservations booked through CRS, GDS or the Internet. The Auto Issuance programme will not automatically process reservations that are booked locally through your property management system, whether it be a ‘walk – in’ or for a future arrival date. The guest’s stay will need to be input through Member Web for the posting

Member Web Functionality The Best Western Rewards Auto Issuance programme requires monitoring by your property to ensure that the records are processed with the correct information. The Pending Points/Miles screen has been created for this purpose and is described below. The Points/Miles Awarded by Date report will also be a useful tool to monitor this programme and will be described in more detail later on in this guide. To alert users that there are records in the Pending Points/Miles screen, an electric blue spinning ‘G’ will be visible on the Property ID bar in Member Web

This icon will remain on the screen as long as there are records waiting for review.

Managing Pending Points/Miles Screen When Best Western receives a reservation with a guest’s Best Western Rewards account information, a copy of their stay information will be visible on the Pending Points/Miles screen 24 hours after the guest arrives at your hotel.

Each record that appears in Member Web will include pertinent information about the guest’s stay: 1.

Guest Name  This is a clickable link that will allow you to make changes to the guest’s record. Member Number  Please note that the 600663 series of numbers is common to all Best Western Reward account numbers and will therefore not be displayed on Pending Points/Miles. Edited Y/N  When the record first appears on Pending Points/Miles, it will display an N. Only after a change is made to a guest record will it display a Y. Changes can include, but are not limited to Allow Points, Eligible Revenue, Rate Plan, Method of Payment, etc. Confirmation Number  This will display the 9 – digit CRS confirmation number without the leg number. If a guest has multiple reservations with the same confirmation number, it will display them all consecutively. Length of Stay  Arrival Date  Departure Date Edit by Date



This will display the date by which the record must be edited based upon the guest’s departure date

CAUTION: You will have three days from the guest’s departure date to process the record before it will purge and be processed by Best Western. 7. 8. 9.

No. of Nights No. of Rooms No-Show  If your guest no-shows, this button will allow you to set the Eligible Revenue to 0 so that when the Auto Issuance process completes, no points or miles will be awarded to the guest.

10.

Cancel  If your guest calls to cancel a reservation after the expiration policy has passed, this button will allow you to set the Eligible Revenue to 0 so that when the Auto Issuance process completes, no points or miles will be awarded to the guest. Total Pts/Miles  Guests who elect to receive points for their stay will receive 10 points per USD 1 spent based upon the Eligible Revenue.  Guests who elect to receive miles for their stay will receive 250 miles regardless of the Eligible Revenue or their Length of Stay. Airline Code  This will correspond with the guest’s election to receive miles for their stay. A two letter airline code will be displayed.  If the guest elected at one point to receive miles, and is now electing to receive points, their Frequent Flier airline account information will be a part of their Best Western Rewards profile and will be on display despite the fact that they are scheduled to receive points. This is not an indicator that they will receive both awards for a stay. Rate Plan  This will correspond with the rate plan used during the course of the guest’s stay at your property. Certain rate plans require your property to award points/miles to the guest for their stay and certain rate plans are optional for your property. A list of required and optional rate plans is available at the end of this guide.  If a guest has more than one room and the rate plan on all the rooms is required, your property is only required to award points/miles on the first room. Any additional rooms are optional.  If the rate plan on all the rooms is optional, your property is not required to award points/miles on any of the rooms. Allow Pts  If a rate plan is optional or if the guest has multiple rooms, regardless of rate plan, a check box will be provided under this column and to the right of that rate plan. This check box gives you the option to award the guest the points/miles for their stay.

11.

12.

13.

14.

CAUTION: The check box will be marked by default. If you choose to not award points/miles, you must uncheck the box before taking any other action.

Optional rate plans will be unchecked by default and you will need to mark the box with a check to allow the points to be processed 15.

16.

17.

18.

19.

20.

Method of Payment  A drop down box will appear allowing you to select the method of payment used by the guest during their stay. Print  This option will allow you to print the Pending Points/Miles screen as it appears. Manual Entry  This option will direct you to the Points/Miles screen for manual posting of points and miles. Use manual entry when giving points to guests that have not booked through Best Western Channels Submit Pts  By placing a check in this box, this option will allow you to select each individual row for submission to Best Western immediately. ‘Do you wish to select all records for processing?’  By placing a check in this box, this option will place a check in every check box under the Submit Pts column. Submit - This option has two modes of operation.  If you have not checked the Submit Pts check box, this will signal to Best Western to save any edits made on the main Pending Points/Miles screen so that when the records are submitted, the edited records are processed.  If you have checked any of the Submit Pts boxes or if you have checked the box next to ‘Do you wish to select all records for processing’, this will signal to Best Western that you want the points/miles to be immediately posted against the guest’s account.  When you check the ‘Do you wish to select all records for processing’ box and you click on Submit, an alert message will appear as follows:

CAUTION: This alert box will not appear if you select individual rows and click on Submit. 



If you click the OK button, another message will appear stating that ‘Records have been submitted for processing.’ and the selected records will purge from the screen. This will process any selected records, including any saved changes. If, for any reason, you notice that changes need to be made to a record, you have the ability to click Cancel on the alert message and it will return you to the Pending Points/Miles screen without having submitted your selected records. You will still have the ability to resubmit your records after having clicked on Cancel.

CAUTION: Once you click OK, the records will be removed from the Pending

Points/Miles screen. You will not have the ability to edit those records which were selected for submission.

21.

22.

Reset  This option will allow you to clear out any changes made on the main Pending Points/Miles screen. If you have previously saved any changes, it will not change the records back to their original state. View Pts/Mls Awarded  Clicking on this button will take you to the Reports screen where you can access the Points/Miles Awarded by Date report. Records will appear on the Pending Points/Miles screen 24 hours after the guest’s arrival at your property. They will remain throughout your guest’s stay and will not automatically disappear until 68 hours or three (3) days after your guest’s departure, whichever is greater. Total processing time after your guest’s departure without property action is approximately four (4) days from departure to posting.

Manual posting through Member Web Properties operating without a reservations interface or operating with a property management system with a one–way or the 1.5 way reservations interface will not have their locally booked reservations available to CRS. CAUTION: Locally booked reservations are not subject to the Auto Issuance process and will need to be manually posted through Member Web. Manual postings can be done in one of two ways. The first way is via the Manual Entry link from the Pending Points/Miles screen. The second way is through Member Search under Frequent Guest:.

Processing Records For each record that appears on the Pending Points/Miles screen, you may have up to four (4) options prior to auto issuance: 1. If the record is correct, no action needs to be taken. Auto Issuance will process it as it appears on the screen. 2. Allow Points for non – qualifying rate plans or multi – room reservations. a. For non – qualifying rate plans, a check box will appear to the right of the rate plan.

b. For multi – room reservations where the rate plan is qualifying, Best Western Rewards Business Rules call for points/miles to be awarded only on the first room. If the guest has more than one room on the same qualifying rate plan, the first reservation will not have a check box under the Allow Points column. However, the additional, consecutive reservations will have the option to award the points/miles to the guest. c. For multi – room reservations where the rate plan is non – qualifying, Best Western Rewards Business Rules provide you the option to award points on all or none of the rooms and a check box will be placed next to each consecutive reservation. CAUTION: The check box will be marked by default. If you choose to not award points/miles, you must uncheck the box before taking any other action. Optional rate plans will be unchecked by default and you will need to mark the box with a check to allow the points to be processed. 3. If no changes are needed and you have marked those records that you want Best Western to allow the points/miles to be posted, you can then mark the Submit Pts box next to each row and click on Submit. This will process the records immediately and will remove them from the Pending Points/Miles screen prior to the completion of the 68 – hour window. CAUTION: It is recommended that you do not submit records in the Pending Points/Miles screen while your guests are still in-house. If your guest decides to change the length of their stay, or if the rate plan/rate changes, you can still make those changes to the guest’s record prior to auto posting.  

If additional point postings are needed after the record has been submitted for Auto Posting, you will need to manually process the points through Member Web. If too many points were posted against a guest’s account, Best Western Reward Customer Service is available to assist in removing those additional points after a record has been submitted for processing.

4. Edit the record. From the Pending Points/Miles screen, you can click on the guest’s name to bring up the Edit screen. From here, you can edit the following fields (highlighted in blue): a. Arrival Date b. Departure Date c. Eligible Revenue  Eligible Revenue determines the number of points that a guest will receive for their stay. A guest will receive 10 points per $1 spent. This field can also be used to reduce the number of points a guest will receive for their stay.  If the guest has chosen to receive miles for their stay, the programme will automatically calculate 250 miles for the stay regardless of length of amount of Eligible Revenue. CAUTION: You cannot enter 0 as your Eligible Revenue. d. Rate Plan  When editing the record, if the rate plan is changed from qualifying to non – qualifying or vice versa, the Pending Points/Miles screen will not update to include or remove the check box under Allow Points. If the original rate plan was non – qualifying, changing the rate plan to qualifying will not remove the Allow Points check box.  A listing of Qualified and Non – Qualified rate plans will be included at the end of this guide.

e. Method of Payment  A drop down menu is available for you to select the guest’s method of payment. It is important to update this field especially if Best Western Rewards is running promotions where guests are entitled to bonus points for using a particular method of payment. f. Guest Preference of Points or Miles.  The guest’s preference of points or miles will be based upon their stated preference in their Best Western Rewards profile and cannot be modified from Member Web.  Should the guest prefer miles for their stay, you can make the change at any point that the record is in the Pending Points/Miles screen.  If the guest has not previously had miles as a preference, their frequent flier information will need to be added to their record for the current stay.  If the guest has previously had miles as a preference, their frequent flier information will already be a part of their Best Western Rewards profile and their preferred airline and account information will already be available to you. g. Add Bonus Points or Miles h. Remove all points or miles for a guest’s stay (Zero Out Values)  If a guest no shows or cancels, you can use the No-Show or Cancel buttons from the main Pending Points/Miles screen. You can however also use the Zero Out Values check box. This will zero out any eligible revenue and when the record is processed, 0 points or miles will be posted against the guest’s account. While the record is still visible, it gives the affect of deleting the record. When the changes from the edit window are completed, you will need to select the Submit button. This will save the changes that you have just made so that the record is processed with your saved changes in place. The Edited Y/N column will change from N to Y to indicate that the record has been changed. CAUTION: Clicking on the Submit button will not immediately submit the record to Best Western for processing. It will only save the changes that you have made to the guest’s record.

Managing the Points/Miles awarded by date report

Since Member Webâ&#x20AC;&#x2122;s inception, properties have been able to use the Points/Miles Awarded by Date report to review the points/miles that were applied to a guestâ&#x20AC;&#x2122;s account. It can be accessed via Reports under Frequent Guest. To track which records have been processed through the Best Western Rewards Auto Issuance programme, the report has been enhanced to more easily recognize an automatic posting. This is handled by a column called Auto Pts. It is the furthest column on the right hand side of the report. If the points/miles were posted automatically against a guestâ&#x20AC;&#x2122;s account, a (Y) flag will appear under the Auto Pts column and to the right of the user column. If points/miles are manually posted, the field will be blank. If someone makes a change to a guest record, whether it is a change to the rate plan or changing the Eligible Revenue, the user who made the change will be tracked throughout the process. The Auto Points Issuance programme will still auto post points/miles and will display a (Y) in the Auto Points column on the report. The user however, might be denoted as AB or JC. This is just to indicate who made changes to the record prior to Auto Posting. If the record was processed without changes or marked for immediate submission, the user will be displayed as SYSTEM and it will still display a (Y) in the Auto Points column on the report.

What if a guest is missing points?  

If a Best Western Reward member informs you they are missing points from a stay at your hotel, please look them up on your guest history and award the appropriate number of points under the date of stay. If a Best Western Reward member informs you they are missing points from a stay at another Best Western Hotel, please inform them they need to call the Best Western Rewards Helpdesk in Milan on the free phone number from Denmark 8001 0988. They may need to fax/post a copy of their invoice and all relevant details to the Best Western Rewards Member Service Centre.

Membership Levels There are three different membership levels among Best Western Rewards members.

GOLD Less than 15 nights in a 12 month period.

PLATINUM At least 15 nights in a 12 month period

DIAMOND At least 30 nights in a 12 month period

Extra Benefits for Platinum and Diamond members

BENEFITS Extra bonus points per stay Upgrade of room type (when available) Early check-In on request Delayed check-out at 15.00 on request Point ved køb af Travel Card på kr. 1.500,500 point

PLATINUM 15%

DIAMOND 30%

Yes

Yes Yes

Point ved køb af Travel Card på kr. 1.500,1.000 point

Point ved køb af Travel Card på kr. 1.500,1.500 point

Please see bestwestern.dk for updated benefits list

When do points expire? As long as a Best Western Rewards member has one stay in a Best Western Hotel within a 12 month period or if they make an alternative purchase with their points (activity), none of their points will expire. If they do not stay for over a year, then all of their points will expire (regardless of when these points were earned). However if they redeem a Travel Card, within a 12 month period their points will not expire.

Best Western Rewards® as a Guarantee Best Western Reward® members are our most regular and loyal customers so they stay in our hotels all the time and they feel it should not be necessary to supply a credit card as guarantee. Members from Denmark, Iceland, Sweden, Norway, Finland and the Baltic Countries can guarantee their bookings in hotels these countries with their Best Western Rewards® Card when booking through the Call Center 8001 0988. In the event of a No Show for a free night booking (FX) the points can be deducted from the member’s card to pay for the room. In the event of a no show for any other rate when the Best Western Rewards member has used his/hers Best Western Rewards Card to guarantee arrival and is a no show contact the head office and the head office will contact Debora Memoli or Sonia Bertulio who will evaluate the situation Next is a sample of how a booking appears on Member Web so you can easily recognise a Best Western Rewards GTD booking? This method of guarantee will only ever be on bookings made through the Call Centre it will not be used for Internet or GDS made bookings

Best Western Rewards® Free Night Stays A Best Western Rewards member can exchange points for Free Night Stays. There are two ways you can obtain a Free Night stay.  A Free night Voucher can be ordered online at www.bestwesternrewards.com by logging on with your Best Western Rewards number and ordering a Free Night voucher. This can be printed directly or it can be emailed to an email address or by sending an email to bwr.service@bestwestern.com  Best Western Rewards member can log onto www.bestwesternrewards.com or www.rewards.bestwestern.dk and check their current point balance. They can then call the Central Reservations office and book their Free Night using their accumulated points. A Free Night Stay can be booked through the Central Reservations office or online when the guest is logged on to the account and if the account has sufficient points available. Once the reservation is confirmed it will appear as normal under Transaction Log with a rate code FX (Free Night Voucher). Availability is controlled at Property Level through Member Web. Below please find the values for Free night vouchers and the different point levels.

In Denmark at present all hotels fall between levels 20,000- 36,000 points. For example 20,000 points is worth DKK 511,- to your property for a Free Night Voucher. However, to receive this revenue, voucher & points must be redeemed through Member Web (see section below) Each hotel is given an opportunity annually to choose and/or change their point level on the solicitation for the European Atlas. It makes no sense to have you point level too high.

Best Western Rewards Free Night Values for 2013 Level 1 2 3 4 5 6 7 8 Points 8.000 12.000 16.000 20.000 24.000 28.000 32.000 36.000 DKK Value 204,00 307,00 409,00 511,00 613,00 716,00 818,00 920,00

Rewards Free Night Stays – Voucher Redemption

     

Log into Member Web. Frequent Guest. Select Redemption. Fill in Voucher details i.e. Voucher Number, Sequence No, Issue Date, and Redeem Date. Under reference place the name of the guest redeeming the voucher. This is helpful when matching your own records against vouchers redeemed at your Once you click submit, please wait for the screen that states redemption is successful. This means your property will be credited for this stay in the next statement.

How to redeem Best Western Rewards® Points for a Free Night         

Log into Member Web. Frequent Guest. Redeem Points. Type in the Best Western Rewards Number, click on Display. This screen below will appear. Fill in guest details such as Stay Dates and Number of Free Nights, click on Display. The system will automatically deduct number of points required for your property for a Free Night. Click on Submit at bottom of screen. Once you click submit, please wait for the screen that states redemption is successful. This means your property will be credited for this stay in the next statement.

ď&#x201A;ˇ

You will also see the remaining point balance on the guestâ&#x20AC;&#x2122;s card.

Best Western Travel Card

Awarding Airline Miles Awarding Airline Miles

Best Western Rewards members are awarded points or miles for each stay at a Best Western Hotel. Guests must choose to receive either points or miles they cannot receive both. For those who choose to receive airline miles, 250 miles are issued to Best Western Rewards members for each stay at a Best Western Hotel worldwide. SAS will be awarded 600 points. Lufthansa (Miles & More programme) and Virgin Atlantic will be awarded 500 miles per stay. With an exception of South West Airlines, the members receive what is called rapid rewards and receive 0.5 credits per stay.

Best Western International has a number of partnerships with Global airlines (see list below) and for those guests who choose to earn miles towards the airline they are associated with, they will earn miles under their Best Western Rewards database membership number with Best Western Hotels worldwide. There is not a requirement to become a Best Western Rewards member of in order to collect miles. However the member of an airline club needs to submit his/her details to become a member of the “Best Western Rewards – Database” so that they can collect miles. They are not obliged to retrieve communication material (newsletters/statements) or even to get a Best Western Rewards card. Best Western has global agreements with the following airline partners and their loyalty programmes:

County

Airline

Loyalty Programme

American Airlines Alaska Air North West Airline American West Airlines Continental Airlines South West Airlines Asiana Airlines Mille Miglia Virgin Atlantic Air Canada Air Miles TAM Lan Airlines Alitalia Air Berlin Lufthansa Aer France KLM Scandinavian Airlines China Southern Czech Airlines Thai Airlines Asiana Airlines Air Berlin Hainan Airline Turkish Airlines AviancaTaca Quantas

AAvantage Mileage Plan World Perks Flight Fund South West Airlines OnePass (Rapid Rewards Asiana Club Alitalia Mille Maglia Virgin Atlantic Flying Club Aeroplan Aeroplan Fidelidade LANPASS Mile Miglia Top Bonus Miles & More Flying Blue Flying Blue EuroBonus Sky Pearl Club OK Plus Royal Orchid Plus Asiana Club Top bonus Hainan Miles & Smiles Lifemiles Frequent Flyer

Canada Brazil Chile Italy Germany France Netherlands Sweden China Czech Rep Thailand Korea Berlin China Turkey South America Australien

** This list is constantly changing however all correct airlines will be displayed in Member Web in the drop down list.

Airline Miles If the member's registered preference is Airline Miles, this box is already checked. If the member's registered preference is Best Western Rewards Points, but requests

Airline Miles, put a check in this box if not already checked. Choose the appropriate Airline

After completing the appropriate fields for the member’s award, click on the Submit button A Transaction Results screen will be displayed.

Important If a guest arrives at your property without a Best Western Rewards card or number and wishes to be awarded airline miles, for example through Miles & More Programme, Lufthansa, please follow these instructions  

Log onto Member Web, under Frequent Guest, search guests name under member Search, if you find the guest please award Miles as normal through point/miles If you cannot find the guests name, it means that they may not have a Best Western Rewards® number yet so this is your chance to register them in the Best Western Rewards® database. Please advise the guest that this will make check-in next time much easier.

 

Advise the guest that you need their data in order for you to register their miles at their club Miles & More The guest may not want to receive a card but do offer this to the guest as well as Best Western Rewards communication–only if they wish

Steps for Registration  

Log onto Member Web, go to Frequent Guest and then Enrol. Fill in the mandatory fields.



Register the Airline preference - select “Lufthansa” as the airline in the drop down box. - enter the guest Miles & More member from their card.



Ask the communication preference : Important



Ask every guest if she/he would like to become a member of the Best Western Rewards® Club. If interest is shown please explain the benefits. Ask if the guest would like to receive a free Gold Best Western Rewards Card. If not click the box “No membership Card”. Ask if they would like to receive Best Western Rewards communication. If not please click “Do not mail”.

Once the guest is set up with an account you can award Miles as normal choosing Lufthansa Airlines (as above).

Special Conditions with SAS Best Western Hotels and SAS EuroBonus have partnered together. SAS is a member of the Star Alliance and has around 3 million members in the loyalty programme EuroBonus. SAS Specialities:  

SAS EuroBonus members do NOT have to become/be Best Western Rewards® members necessarily, in order to collect miles in Best Western Hotels. SAS EuroBonus members get 600 miles per stay in Europe. Those miles are automatically transferred into EuroBonus points and get put onto the customer’s account.

Handling SAS Miles There are 2 options: The guest is already a Best Western Rewards® member Miles can be issued in Member Web under points/miles as normal (as above). In the drop down box you can select Scandinavian Airlines (SAS). 300 miles will appear automatically. The guest is not a Best Western Rewards® member  First of all, the property should invite the guest to become a member.  If the guest does not want to participate at this time, award his/her miles in the “Miles Only” screen in Member Web. Select Scandinavian Airlines (SAS), 600miles will appear automatically.

Please fill in:    

Frequent Flyer ID - EuroBonus membership number (9 digits) Name (first/last) - Please enter first and last name Arrival/Departure Dates - Please enter arrival and departure dates Nights - Please enter number of nights

How to Award Miles   

Log onto Member Web Go to Frequent Guest Member Search

The Best Western Rewards screen is used to award Best Western Rewards Points or Frequent Flyer Miles to an existing member. First, access the member's account, enter the member's Best Western Rewards account number, type in their number in the appropriate fields, Hit Submit.

The member's account information is displayed. Notice the member's Best Western Rewards number and name is automatically filled in. Also, notice that the applicable Best Western Rewards tier for this member is indicated in the first field name.

Enter the guest's stay information. Enter the guest's Arrival Date by typing the date (DD format) then use the drop-down lists for Month and Year. The month and year fields default to the current month and year. When the Arrival Date is entered, the #Nights field is automatically completed. Since points or miles are usually awarded upon checkout, the Departure Date defaults to today's date. To change the departure date, use the same method as Arrival Date.

Because these date fields are related, changing a value in one of the fields will be reflected in the other fields. In the example above, if the member's stay has an arrival on Dec. 24 and a departure on Dec. 26 it shows 2-night stay. In the Eligible Revenue field, enter the stay amount (for example either Bed & breakfast or total bill including incidentals). The amount entered in this field will relay the number of points/miles the member will be awarded for this stay.

The bottom portion of the screen defaults to the award fields for the guest's registered preference, which is either Best Western Rewards Points or Airline Miles. Check the appropriate box, miles.

Best Western Partner “Payback”

PAYBACK is a worldwide partner of Best Western. PAYBACK is the biggest German loyalty programme for consumers with more than 33 million cards in circulation. In Germany 60% of all households have a PAYBACK card. Consumers can collect PAYBACK points with leading companies like ARAL (petrol stations), DM (chemist), Galeria Kaufhof (department store), Real (supermarket) and from July 8th on in Best Western hotels! Even though it’s a German programme PAYBACK has 83 nations collecting points. What to do if you receive a “Payback” card:?

      

Guests with a PAYBACK cards can collect PAYBACK points on eligible rates as any BWR member in all Best Western hotels worldwide The Handling of PAYBACK is the same as any partner airline. In Member Web you find PAYBACK in the drop-down list of airlines (see below a screen shot). 250 PAYBACK points are awarded per stay, (Just the same as miles) You recognise the PAYBACK membership cards by the PAYBACK logo. It can also be a Maestro Card or Visa Credit Card with the PAYBACK imprinted on the backside of the card. Important: PAYBACK members have to register in order to collect PAYBACK point’s at Best Western Hotels worldwide. Check in Member Web through “Member Search” if the member is already registered and if they are not Don’t forget to Invite PAYBACK members to join our Best Western Rewards programme so they can enjoy all frequent traveller advantages in hotels and participate in great promotions!

Best Western Travel Card Best Western Travel Card and Best Western Advance are the names of two pre-paid programmes available in Best Western hotels. The Travel Card itself does not carry any value; value is stored on an internet based card account. It is a stored value card, not a credit card. The first thing that hotels should be aware of is that there are two programmes that the Travel card can be used for: ď&#x201A;ˇ ď&#x201A;ˇ

Travel Card Programme where currency or a unit package is placed on card and redeemed at the hotel. Advance Programme where Advance Units are placed on the Travel Card and redeemed at hotel. (This programme replaced the Euro Guest Cheque programme).

The Travel Card is a method of payment and therefore the client needs to present his or her plastic or virtual card at time of check-in at the front desk or quote the Travel Card number. When checking-out the value available on the card account will be reduced by the total charges/units. If the client does not have the total units or Euros to cover their total bill, they must settle the remainder on departure.

”Best Weekend” “Best Weekend” is a weekend product which is sold on Travel Card. “Best Weekend” can only be purchased and paid for by Travel Card loaded with a unit. The program is a local Danish program, but is now also available in Scandinavia: Denmark, Sweden, Norway and Fin. The price for a “Best Weekend” Travel Card is DKK 1.395,-. Please see description below.  “Best Weekend” includes 2 overnight stays (Friday-Sunday).  Valid for 2 persons in a double room including breakfast  The “Best Weekend” product is purchased only through the Danish Best Western office. The hotels cannot sell the product  The guest will receive a Travel Card loaded with 1 unit, which corresponds to a weekend stay (Friday-Sunday)  The guest will make reservation directly with the hotel  Guest pays with Travel Card upon arrival. The hotel redeems 1 unit from the card.  The hotel receives DKK 1.395,- from Best Western automatically on their next monthly statement. No bill should be send to Best Western office. The program is introduced to increase occupancy in weekends and periods with low activity in the hotels.

To make “Best Weekend” a success it is important that we all promote the product. Please place distributed sales material in reception area and online on hotel website

What should you do when you receive a Travel Card booking? When you receive a Travel Card booking you should:  

Always make note of the Travel Card number (without the number you cannot redeem the card and if the card is not redeemed you will not get paid). Always check the card balance when the guest checks in, this way you can see what type of card they have and if they have sufficient funds to pay for the stay.



Travel Card Program Under the Travel Card Programme the guest can place an amount of money/units on the card and then use this money/unit to pay for their accommodation bill or any meals taken in the hotel etc. The Travel Card can be used for payment (or part-payment) regardless of the rate booked. The guest can use their Travel Card for food and beverage at the hotel they do not need to stay overnight. They can simply redeem the Travel Card at reception. However, guests are requested to inform agents at time of booking if they will pay with Travel Card so that it can be mentioned on the confirmation.

How to check the value on a Travel Card?    



 

Log into Member Web Choose Travel Card icon from list on the left of the screen. Click on Card Processing. In this screen you will be given a new list to choose from, choose Check Card Balance. Enter Travel Card number. The current balance on the card will appear. See Screen shot below

The hotel gets 10% commission on Travel Card sales

How to redeem a Travel Card Click here to check balance on the card

Travel Card Number

Balance on Travel Card

        

Enter Member Web. Choose Travel Card icon from list on left of screen. Click on Card Processing. Once in this screen there will be another list, click on redeem card. Enter Travel card number. Fill in details and details of the amount/unit to be redeemed. Click continue. Confirm details are correct, click confirm button. Details of the transaction will appear.

This is then automatically processed through the system and this will appear as a credit on the following month’s statement.

Click here to redeem the Travel Card

Fill in total to be redeemed from the Travel Card

Showing what you have redeemed off Travel Card

Redemption is not complete until you click on confirm

What if Travel Card does not have full amount for the stay? This is not a problem as you can redeem the amount on the card and take the balance from their credit card. Simply follow the steps above of how to redeem value from the Travel Card. Important Notes: ď&#x201A;ˇ ď&#x201A;ˇ

Hotel is credited on the next monthâ&#x20AC;&#x2122;s statement. 90% of the value redeemed (10% commission for promotion and maintenance of the programme) If a card is received at reception and not redeemed, the hotel will not be credited.

Best Western Advance Program The Best Western Advance programme is one way to use the Travel Card. It is a European marketing programme for the individual leisure traveller. Best Western Advance offers the traveller the freedom of choice when travelling through Europe and enables him/her to pay his/her entire stay in advance before departing on his trip. Each participating Best Western hotel throughout more than 30 European countries offers a unit rate between 2 and 9 units per night per double room. The single room rate is always one unit less than the double room rate. UNITS within the Best Western Advance Programme are good to pay for accommodation, applicable room taxes and local service charges. A generous breakfast is included and this makes the Best Western Advance unit rate an attractive deal for the reseller and the guest alike. Travel Cards are sold through contracted Tour Operators and wholesalers worldwide. The required number of units is indicated in our Best Western Advance Directory as well as in the Atlas & Hotel Guide Europe. Please note: Whenever a Best Western Advance booking has been made the guest needs to pay for this reservation with a Best Western Travel Card which is loaded with units. Hotel redeems the required number of units from the Travel Card account and gets credited for all units redeemed on its monthly statement.

Advantages of the Program        

A wide spectrum of 3-5 star hotels from which to choose Easy and safe method of payment Best Western Advance unit is good to pay for accommodation and applicable room taxes No surcharges at the hotel No exchange rate fluctuations Toll-free reservations throughout Europe as well as free hotel to hotel reservations No minimum or maximum length of stay per reservation Rates are available in the handy pocket-sized Best Western Advance Directory

Summer /Winter Promotions The Summer-Low and Winter-Special promotion make Europe even more affordable! For seven months of the year selected Best Western Hotels offer very special rates:

Double room rate: 3 units Single room rate: 2 units ☼ Summer–Low Promotion ☼ July 01, 2014 to August 31, 2014  Winter–Special Promotion  November 01, 2014 to March 31, 2015 All hotels participating in these promotions are listed in the Best Western Advance Directory and are marked with the symbol “sun” and / or “ice crystal”.

For triple occupancy the traveller has to pay 1 additional unit to the double room rate.

Rate Structure The Best Western Advance Programme is loaded under the rate plan AC. The code is used at hotel level to open and close the unit rate, as well as for making hotel-to-hotel reservations through the Best Western reservations system. In order to ensure availability of the programme and not to endanger the success of the programme please makes sure the rate plan AC is not constantly closed even though the hotel still has availability. This would discourage tour operators from booking Best Western hotels. Please check the availability and closed dates for your hotel on a regular basis.

Double / twin room:

2 – 9 units per room per night 84

Single room: always one unit less than the double room rate Rates are presented as follows in the Best Western Atlas & Hotel Guide Europe: 5

Double room rate = 5 units Single room rate = 4 units (always one unit less than the double room rate)

Best Western AC\UC Unit Values Unit 1 2 3 Euro Value 17 34 51

102

119

136

Reservations with Advance Card Tour Operators are advised that the Best Western Advance Rate has to be prebooked. Bookings can be made by the travel professional or by the guest himself at least 24 hours in advance. The following channels can be used:  Through all Best Western Consolidated Reservation Offices (CRO), via a toll-free number. Bookings from the CRO are indicated as a “Best Western Advance“ reservation on the Best Western sell notification.  Directly at the European Best Western property. Hotels are obliged to assist all clients in making onward hotel to hotel reservations at no additional cost. Using this booking channel, the travel professional or the guest clearly has to advise that the Best Western Advance Unit rate is to be booked.  Reservations can also be made through the GDS systems of Sabre, Worldspan, Galileo and Amadeus, where Best Western Advance is loaded under the promotion code of ABW.

Cancellation Policy for Advanced Card Bookings Reservations will be held until 4pm / 16h00 on day of arrival unless guaranteed for late arrival. Should the client not arrive by 4pm, the hotel has the option of selling the room to other clients. Late arrivals must be guaranteed with a credit card or a TAG number. In the event of a “no show” the price of EUR 17, 00 per unit will be charged for the first night.

BW Global Unit Program In 2004 Best Western introduced the “Global Unit”, which means that every Best Western property worldwide needs to offer a unit rate which is loaded under the promo code UC. Those properties who participate in the Best Western Advance Programme already offer a unit rate which is loaded under the promo code AC. This promo code will be linked to the UC code, so that these properties automatically have both codes loaded. For opening and closing the availability of the unit rate only one code has to be maintained: the AC rate code. All other properties which at present do not participate in the Best Western Advance Programme will get their unit rate loaded under the UC rate code only. Cancellation policies of the UC rate code follow the general hotel policies

Advance Card in Member Web In order to redeem values from the Advance Card accounts the Travel Card option within Member Web has to be used. All values redeemed from Travel Card accounts will be reimbursed by the Danish office.  Enter Member Web.  Go to “Travel Card” on the left menu bar.  Click on “Card Processing”.

Check Balance on Advanced Card Please check the Travel Card status and balance during the check-in both of the plastic card and of the virtual cards.  Go to “Check Card Balance” on the grey menu bar.  Enter the Travel Card number and press “Search”.  Travel Card account information with all transactions appears.

If the Travel Card itself is not valid the system will display in red letters “Travel Card has been disabled”. This means that the Travel Card is inactive and the property should ask the client for an alternate form of payment. Please first ensure you have correctly entered the Travel Card number. If the guest has any questions as to why the card was inactive the guest should call Customer Service.

Redeem Card  Go to “Redeem Card”  Enter the Travel Card number and press “Submit”

You will then see the current balance of the Travel Card. Please verify which value type the Travel Card holds. The card account can either be loaded with a currency value or a unit value (BW Advance Units, UNITS or any other unit type set up for special programmes). The value is indicated with the balance, see examples below.

NOTE: Hotels will receive an error message if you enter an amount that is higher than the credit on the TC. Sometimes it happens that a TC loaded in EUR, is redeemed in the US and therefore, the amount is converted to US$. Rounding errors can lead to a higher amount needed for redemption than is loaded on the Travel Card. In this case the hotel will see the following message.

BW Global Unit Program In case the Travel Card has been loaded with a non EUR currency (e.g. USD) the system will automatically convert the current balance to your local currency.

 Select Check in Date and Check out Date from the scroll down menu  Enter number of nights (can also be zero in case client uses his Travel Card to pay for his restaurant bill only.)  Enter the redemption value (e.g. EUR 23.90 or UNITS 6) Please note: when redeeming a decimal currency value please use a period (“.”) and not a comma (“,”).  Go to “Continue”  Preview the redemption and click on “Confirm” if the data entered is correct or “Back” for any changes you want to make on the previous page

 The system confirms a successful redemption in red letters saying “Redemption is successful!”

 Please make sure to process the transaction till you receive this confirmation. If you stop at an earlier stage the redemption will not be processed.  Print out a printer-friendly version of the confirmation for the guest and keep one copy for your files.

Please note: In case the amount you redeemed has by mistake been too high, you can correct this redemption by processing a negative redemption. Go once again through the redemption process and simply enter a negative amount for the “Total Redemption Value” (e.g. “-23.90”). The preview screen will then show you that the negative amount will be put back to the Travel Card account.

Lufthansa Units Miles & More frequent flyers are eligible to redeem their collected miles into Best Western gift certificates loaded with Units. Bookings are made like any other AC Programme reservation. The guest will not use the Best Western Travel Card physically but has created its own certificate that looks like a regular airline ticket.

No. of Units to be redeemed 16-digit TC no.

Insert the 16-digits Travel Card number into Member Web like any other virtual or physical Travel Card.

Reports Under the “Reports” functionality you have three reports available.

The “Resort: Load/Reload Report” (1) lists all Travel Card sales made by the hotel The “Resort: HOTMA Currency Redemption Report” (2) lists all redemptions made from currency-loaded Travel Cards. On the Resort: HOTMA Unit Redemption Report” (3) all redemptions made from unitloaded Travel Cards are shown.  Choose one of the report types available  Select the “Start Date” and “End Date” from the scroll down menu  Click on “Generate Report”

Please note: If you want to run a monthly report, please select the first of the month for the start date and the first of the following month for the end date in order to display all transactions between the 1st and the 30th / 31st of the month. E.g. running a monthly report for the month of January would mean entering “Start Date” January 01 and “End Date” February 01.

Travel Card Property Sales The Travel Card functionalities in Member Web remain the same as usual for other Travel Card transactions. You still can check the card balance and redeem values from Travel Cards presented by your guests for payment. A new functionality has been added: “Load/Reload Funds”. This is the way you need to proceed if you want to sell a loaded Travel Card to your guest. Hotel earns 10% commission on TC sale. Access Member Web and choose the Travel Card option:

Select “Travel Card”, then “Card Processing”

Click on Load/Reload Funds 92

This process is used when either the hotel has unloaded cards available (offered free of charge), or if the guest wants additional value “reloaded” on an existing account.*

Enter the Travel Card number you want to load and click on “Search“

Properties can load/reload only currency-loaded Travel Cards. *Travel Cards distributed by a Travel Professional or Travel Intermediary cannot be reloaded at the property level. If you receive an error message attributed to this functionality, inform the guest that they can reload at the original point of purchase. However, you can still offer an additional card to the client that can be used the same way. In the next step you can preview the transaction.

PLEASE CHARGE THE GUEST FOR THIS TRANSACTION DIRECTLY. CHARGE HIS/HER CREDIT CARD OR COLLECT CASH AT THIS POINT

Enter the amount to be loaded on this Travel Card in the “Load Value” field.

“Charge Type” defaults automatically to your property number

Check the “Terms & Conditions” box

The “Value Type” field displays the currency selection menu or the currency in which the card has originally been purchased if this is a reload.



When all entries have been completed, click the “Reload” button.

If all entries are correct, please click on the “Confirm” button

This confirmation screen shows also the new balance on the Travel Card that has to match with the value you have loaded. If this transaction is a reload, the new balance on the Travel Card must display the old balance plus the value you have loaded.

Load / Reload Confirmation At the top of this screen you will see a message in red “Reload is successful” if the transaction has been processed successfully.

The “Billing Information” shows your property number and the property name

Print a copy of this page for your files. If you do not receive the “Reload is successful” message in red, the transaction is not completed and the Travel Card is not loaded. If the Load/Reload has been successful, you can hand out the loaded Travel Card to the guest. You can print a copy of this page as a receipt for the guest. Do not forget to charge the guest directly.

Travel Card Sales Payment Procedures Nowadays, Best Western International credits you directly for the Travel Card values that have been redeemed by your property. Travel Card loads will be charged to you also this way, whereby the balancing of these amounts makes sense to save administrative work. As an example: Within a specific month your property has redeemed the following Travel Card values:

Value Type REDEMPTIONS: UNITS 300 @ EUR 17.00 CURRENCIES (90 % of redeemed values of EUR 400)

Amount in EUR CREDIT 5.100 360

LOADS: CURRENCIES (90 % of loaded values of EUR 1.000) Balance paid to property

Amount in EUR DEBT

900

4.560

As a result your Travel Card sales will be deducted from the values redeemed by your property and the balance will be paid out. Remember, for that EUR 900 in the above example that you have sold to the guest, you have received EUR 1.000 directly from the guest. You will be charged only 90 % of this amount. With every sale you earn 10 % commission. Reports in the Travel Card application in Member Web support you in keeping the overview about the redeemed and loaded values. Just click on â&#x20AC;&#x153;Reportsâ&#x20AC;? in the left menu bar.

Commission Based Marketing Programme Overview: Best Western International has launched a global Commission Based Marketing (CBM) Program. This programme supports the ongoing growth of Online Marketing without reducing funds for “offline” marketing by allowing Best Western and its Affiliates, to collect 10% commissions on bookings generated via online marketing efforts. Commissions collected will be paid to the authorised party that funded the marketing. Programme main points: 

Properties pay 10% commission for bookings received.



Commissions will be paid to the authorized party that funded the marketing.



Best Cheque system will track bookings and process commission payments from this programme. The IATA number will be left blank, however CBM, has its own VENDOR type, and that is VENDOR 6. See screen shot example below.



The line item expense on your monthly statement will show as “Commission Based Mrkt-Charge”.

Commission Junction The company, Commission Junction, is a global leader in the online advertising channels of Affiliate marketing. Affiliate marketing is an online advertising channel in which advertisers (online merchants that sell products or services, e.g. BW) pay publishers (independent parties that promote the products or services of an advertiser on their Web site) only for results, such as a visitor visiting a website, making a purchase or filling out a form. This programme further supports the ongoing growth of Online Marketing without reducing funds for “offline” marketing by allowing Best Western to work with online marketing companies with the expertise to grow our market share. Commissions collected will be paid to the authorised company that funded the marketing. Programme main points: 

Properties pay 10% commission for bookings received.



Commissions will be paid to the authorized company that funded the marketing.



BestCheque system will track bookings and process commission payments from this program. The IATA number will be left blank, however CBM, has its own VENDOR type, and that is VENDOR 8, see screen shot below.



The line item expense on your monthly statement will show as “Commission Junction”.

Change and update passwords frequently

Remove/Inactivate former employees from Member Web

Travel Agents Guarantee

When you see TAG on a reservation from a Travel Agent, it is a method of guarantee not a method of payment Travel Agents, who are included in the Travel Agents guarantee scheme, will have the following printed on the sell notification/reservation: “Guaranteed to T.A.G.” When a Best Western reservation states T.A.G. it means that the booking is guaranteed by the travel agent making the booking. In the event of the client not arriving and not cancelling the booking within the certified time (in other words – a “no show”) then the hotel is entitled to bill Best Western International for 50% of the first nights accommodation only, you must attach a copy of the Best Western reservation confirmation form and send this to the Danish office. Please note that all T.A.G, no shows, must be billed to Best Western International in order to receive payment. (A simple copy of the booking like above with a note “please pay us for Tag No Show” will suffice) Credit for a “Tag No Show” will appear on your following month’s statement.

Travel Agency Chain & Consortia Best Western International has world wide partnership agreements with travel agency Chain & Consortia. There are 14 major agency chain and consortia. Best Western work with 765 accounts in 17 countries. The rates are both net rates and commissionable rates. This is a mandatory programme, and is solicited in mid August, for rates for the following year. Sometimes a participation fee is required to be represented by an agent, it is not mandatory to participate in paying programmes. You will be automatically included in the free programmes and decide to participate or not in the paying programmes. The major travel agency chain and consortia are:               

ABC Corporate Services Business Travel International / World Travel Partners (BTI) Carlson Wagonlit Travel (CWT) Computerized Corporate Rate Association (CCRA) Custom Travel Systems (CTS) Deutsches Reiseburo (DER) Guild of Business Travel Agents (GBTA) Guild of European Travel Agents (GEBTA) International Travel Partners (ITP) Radius Thor BCD – Formerly TQ3 Travelgraphics International (TGI) Travel savers Worldwide Independent Network ( WIN)

100

Billing for Customer Care (SCAT) Files From 1st January 2010 properties will be billed $26 USD for all ‘Countable’ Customer Care files that are opened plus all negative Medallia alerts that have been handled by the customer care department that were generated in the previous month. Example below of the SCAT File Billing Notification: Dear Hotelier, A review of the Customer Care Files received by your hotel last month has indicated that you have received the following “countable” customer care files: Best Western Dept. Ireland – 752

Property Name B/W Hotel

Property Number XXXX

Number of Files 1

Total Amount to Bill in USD $26

Complaints that are currently calculated (countable) against the ratio must fall under the complaint categories of accommodations, service, or reservations. If you have questions about these Customer Care Files, please contact your Local Best Western Support Office.

Answer all alerts within 7 days

101

Monthly Statement/Billing Please see sample Statement, with explanations to follow:

Please check your monthly statement as soon as you receive it â&#x20AC;&#x201C; any errors or questions to be submitted to Best Western within 3 weeks

102

103

Description of items on Statement 

Frequent Flyers Charge for Frequent Flyer Points awarded your guest through Airlines



Unit Travel Card Credit for travel cards that are redeemed by guest at your property, paid net of 10% commission



Currency Travel Card Credit for travel cards that are redeemed by guest at your property, paid net of 10% commission



2% SOB Credit from Website Credit for business generated through your own website (will only appear if on new fee structure, and a brand compliant website)



Best Western Rewards Activity Net Best Western Rewards Club activity – is based on the percentage of points awarded to your guests through the Best Western Rewards Programme



TAG No Show Credit Credit for 50% for the first nights stay for a non arrival of a TAG booking



Monthly Marketing Fee Monthly Fee Billing based on number of rooms in your hotel



Monthly Operations Fee Yearly fee which is billed monthly



Voucher Credits Credits to your account for voucher received from approved agents



GFIT Central Bill Global Foreign International Traveller Programme. Hotel receive payment from Best Western



Commission based Mktg- Charg 10% marketing charge for bookings. The fees are paid to the authorised party that funded the campaign



Commission Junction 10% Commission fee for bookings received. The fees are paid to the authorised Company that funded the campaign.



BestCheque Activity Travel Agent Commissions paid through Hotel Clearing Corp. (HCC)



Bestcheque/TA Comm Fees for BWI & TA Commissions Transaction fee for Travel Agent Commissions paid through Hotel Clearing Corp. (HCC)

104

Detailed Fee Description ANNUAL OPERATIONS FEE Members pay an Annual Operations Fee. These fees are per property and divided into twelve (12) equal payments. Fees are billed for the current month. For example, one twelfth (1/12th) Annual Operations Fee due for July will be billed on the July 1st statement. MONTHLY MARKETING FEE Your monthly Marketing Fees are also billed on the current month statement. First an annual fee is calculated based on your number of rooms at the rate of €120 per room for the first 100 rooms, plus €60 per room thereafter. The annual fee is divided into twelve (12) equal payments. For example, a hotel with 110 rooms will have an annual fee of €12,600 (100 rooms x € 120 plus 10 rooms x €60). The Monthly Marketing Fee will be €1,050 (€12,600 divided by 12). For example, the monthly Operations fee for July will be billed to your account on July 1st, and you will receive this on your next statement, dated August 1st. VOICE/GLOBAL DISTRIBUTION SYSTEMS (GDS) RESERVATION FEES + INTERNET RESERVATIONS When you receive a booking from a CRO (one of BWIs International Call Reservation Centers) or GDS (Global Distribution systems such as Amadeus, Galileo) or the Internet you are charged a fee based on reservation revenue, net of cancellations through the system. Reservation revenue is calculated as the number of room nights by the room rate, in local currency, including VAT. Monthly Reservation Fees are billed two (2) months in arrears and are charged at 8% of Voice & GDS reservation revenue for those reservations with departure dates that occurred during the month. For example, a reservation for 3 nights for 2 rooms at a rate of €100 per room (including VAT) will generate reservation revenue of € 600 (3 nights x 2 rooms x € 100). The guests arrived May 31st and departure June 2nd. The reservation fee will be €48 (€ 600 x 8%) and will be billed on the August 1st statement. Since the departure date is June 2nd, the reservation revenue is included in the month of June. June's activity is available the first week of July, and the reservation fees are processed during July for the August 1st statement/billing. Internet reservations are billed at 6% using the same procedure as described here previously. For Internet reservations generated through your own hotel Web Site we offer a rebate of 2% to the hotel. This means we bill you a total of 6% for all Internet reservations including those generated via your own web site but then calculate a 2% refund for you own Web Site reservations making the fee a 4% reservation fee. If the guest no-shows or shows up late and doesn’t change the reservation through the system, you will pay the reservation fee based on the original reservation. Voice reservations are guest reservations booked through a Best Western Centralized Reservation Office (CRO). Current CRO locations are Milan, Italy; York, UK; Manila, Philippines; and Phoenix, AZ USA. . For a full listing visit the Portal www.mybestwetern.com Centralized Reservation Offices - These are the primary Call Centre Locations. 1. Milan Booking Source Code ITLRR 2. York Booking Source Code YORRR 3. Phoenix Booking Source Code PHXRR 4. Manila Booking Source Code FTBRR

105

The Global Distribution Systems (GDS) are computer systems used by travel agents, and their consumers to book accommodations via Best Western’s reservation system. GDS = Global Distribution Systems 1. Sabre Booking Source Code AA 2. Galileo Booking Source Code UA 3. Worldspan Booking Source Code 1P 4. Amadeus Booking Source Code 1A If the guest no-shows or shows up late and doesn't change the reservation through the system, you will pay the reservation fee based on the original reservation. BEST WESTERN REWARDS ACTIVITY Best Western Rewards is Best Western's frequent guest program. The Best Western Rewards activity charge your property pays is for the points issued by your property. This is billed at 6% of the value of the room night revenue incurred (and any points awarded on other incidental revenue by the Best Western Rewards members at your property. It is normal practice for hotels to award points on the total invoice. You are required to redeem two types of awards: Yes Free Room Night Award Vouchers and Global Cheques, in order to ensure prompt payment of these awards they must be redeemed through Member Web. For a full explanation on how to perform this please see Section 3, Page 17 in your Front Desk Manual. The values for these awards redeemed at your property will be credited and included in the monthly Best Western Rewards Activity charges. AIRLINE MILES – AIRLINE & FREQUENT FLYER PARTNERS: ALASKA; AMERICA WEST; AMERICAN; AIR CANADA; DELTA; UNITED, ALATALIA. AIR BERLIN, CZECH AIRLINES, AIR BERLIN, SAS, NORTHWEST, LAN CHILE, ASIANA, SOUTH WEST AIRLINES AND OTHERS BEING ADDED CONSTANTLY

Many of our frequent guests choose to earn Airline Miles rather than Best Western Rewards Points. All hotels participate in the Airline Partners program. For guests who primarily travel by air, Best Western is affiliated with these airlines in order to offer the type of incentive these guests desire - air miles. Each property awards the required number of miles per stay which can be 250 or 500 miles per stay. (As example In the case of SAS airlines the points awarded are set at 500 miles per stay, in the case of Delta the points awarded are set at 250.) However, your hotel only pays for points or miles if a client has stayed with you and therefore giving you revenue/business. Your property will be charged $4.50 for every 250 miles awarded and $9.00 for every 500 miles issued which covers the cost of awarding these Air Miles. BESTCHEQUE/Travel Agent (TA) COMMISSIONS BestCheque is Best Western’s centralized travel agent commissions program. Records are sent via your Member Web system for “editing”. If the record is not edited, it will be paid automatically according to the original reservation record. The cut-off date for editing a record is the 25th of each month by 5-p.m (MST). When a property reports a record as non-commissionable due to a cancellation, no-show or net rate, no transaction fee applies. BWI funds the monthly commission cheques to travel agents and then bills the property accordingly. Payments to travel agents will be reflected on your monthly statement.

106

BESTCHEQUE/TA COMMISSION FEES FOR BWI & TA COMMISSIONS A $0.71 USD transaction fee is charged for each commissionable transaction to all properties. If the record is not edited, it will be paid automatically according to the original reservation record. The cut off date for editing a record is the 25th of each month by 5-p.m (MST). When a property reports a record as non-commissionable due to a cancellation, no-show or net rate, no transaction fee applies. As example - if a HCC Travel Agent (travel agent contracted with Pegasus to utilize HCC) is paid 10% commission on your statement you will 10% of the value Plus $0.71. For a NON HCC travel agent commission on your statement you will see the value of 10% less 50cents Plus 0.71cents BEST CHEQUE/ COMMISSION BASED MARKETING & COMMISSION JUNCTION Commission based marketing is a programme whereby a commission is charged when your property receives a booking as a result of Best Western placing online advertising (such as keywords or banners) tagged with a pseudo IATA number. These bookings are treated just like a standard commissionable booking appearing on the Best Cheque edit function and are detailed your monthly statement. Similarly, Commission Junction, the global leader in the online advertising, allows Best Western to work with online marketing companies with the expertise to grow our market share. A 10% commission is charged when your property receives a booking as a result of Commission Junction placing advertising banners online. TRAVEL CARD This is a charge or credit for two different types of travel card transactions: HOTMA Unit Travel Card Redemption: Credit for unit travel cards (based on room nights) that are redeemed by the property for a guest stay at your property, paid net (redemption value of â&#x201A;Ź17 per unit). HOTMA Currency Travel Card Redemption: Credit for currency travel cards (based on card value) that are redeemed by the property for a guest stay at your property, paid net of 10% commission Central Bill (Global FIT) Your hotel will be automatically credited each month for Central Bill FIT reservations. Central Bill month runs from 23rd to 22nd of each month, any reservation with an arrival or departure date of the 23rd will be credited on the next monthly statement. Free night stays for SAS Airlines (booked under the Q rate plan) will also be credited in this manner. Please contact the office for listing of current global FIT operators. GROUP COMMISSION A commission of 3% will be charged to a property for group bookings made by a Best Western. The property is sent an Inter Affiliate Net Group Commission Request from the CRO listing the group activity. This request must be verified by the property and sent back to the CRO by the end of the current month with any necessary changes. If the corrected invoice is not received by the CRO, the property will be billed for the commission listed. CUSTOMER CARE PAYOUT

107

Occasionally a guest may file a complaint with the Best Western Customer Service Department toward a Best Western Member. Settlement of the complaint may result in a charge or credit to the property. ZETAFAX Occasionally a system problem may occur where a property is unable to receive reservations through the normal system (Member Web). When this happens, reservations will automatically be sent to the property via ZetaFax. A fee of approximately $0.42 per fax will be charged to the property. Credit Card Deliveries are not considered ZetaFax. Best Western recommend, that hotels pick up bookings from Member Web instead of receiving fax. ACCOUNTS RECEIVABLE CREDIT TERMS Except as otherwise provided herein all fees, costs and charges under this Agreement are due and payable within thirty (30) calendar days from the date of invoice. Accounts that are not paid within sixty (60) calendar days following the date of invoice shall bear interest at a rate to be determined annually by BW Licensing, which shall not exceed the lesser of eighteen (18%) percent per annum or the maximum legal rate of interest permitted in the country where Sub-Licensee is organized and located. If accounts are not paid within sixty (60) calendar days following the date of invoice, then, in addition to any other rights as stated elsewhere in this Agreement, BW Licensing may withhold services, including access to the Central Reservation System by Sub-Licensee. BW Licensing will provide fifteen (15) calendar days’ prior written notice to Sub-Licensee of any pending restriction of services. In the event services to Sub-Licensee are withheld or restricted, BW Licensing shall have no obligation to restore such service unless and until the accounts have been paid down to a current status.

Best Cheque Best Cheque is a Travel Agent Commissions Programme which provides a method of accurately reporting guest’s stays and the related commission activity. Benefits of Best Cheque • • • • •

Consolidates all Payments to Travel Agents. BWI will calculate the commission to be forwarded to the Travel Agents. The payment is made with one cheque. The hotel benefits because they do not have a paper trail and do not have to pay bank charges on individual cheques that they would otherwise have to raise. The Travel Agent is happy as they are paid on time and likewise only have one bank charge on a large amount rather than multiple charges.

Best Cheque in Member Web

108

• •

A spinning green dollar symbol indicates new records have been added to the property’s TA Commissions Program (BestCheque) database. A spinning red dollar symbol displays on the 20th through to 5pm (property time) on the 25th of each month to remind properties that they must edit their records for BWI. The records will automatically get submitted on 25th of the month for payment and cannot be altered at a later date.

To View Commissions in Member Web  Log into Member Web  Go to Best Cheque Commissions.



Choose New and Unedited in Current Billing Period and hit Display

109

ď&#x201A;ˇ

This screen then shows a list of commissions at your property.

110

View/Edit Commissions in Member Web

111

More Detailed Editing in Best Cheque     

You may receive a reservation where a guest has booked for 7 nights but decides to stay for only 4. You need to edit your commission to the agent so that they do not receive commission in case of shortened stay. This is done through the Edit button below. Proceed to change the dates to the actual stay. Choose Reason for change from Drop down list ie Shortened stay Submit.

112

Reporting in Member Web In order to obtain reports in Member Web you must log in with your username and password. Along the left hand side you will see Reports feature. Click into the plus sign and this will give you a list of all the reports you have access to

113

Performance Statistics – Marketing Statistics

The information displayed in each report depends upon the search criteria used to generate the results. Use the selection fields, see scheme above, to choose the type of information displayed in the reports. Date to use for comparison    

Click the radio button next to the desired date type to be used for Date Range selection described below: Arrival - Display results selected by Arrival Date. Departure - Display results selected by Departure Date. Booking - Display results selected by Booking Date.

Currency to use 

Choose local currency (Danish Kroner) or USD

Comparison Date Ranges  

Choose the period you would like to compare Choose current period and previous period to compare

First column, second colum and third column 

Choose the data you would like to see

114

Choose finish to generate the report

Charts, Excel and PDF ď&#x201A;ˇ

Chose how you want the report delivered. You can choose Charts, Excel and PDF

115

Performance Statistics - Advanced Booking Pattern Report The Performance Statistics - Advance Booking Pattern report displays counts of non-cancelled bookings and cancelled bookings by number of days booked in advance based on values selected for booking activity. The Advance Booking Pattern report shows bookings and cancellations across ranges of the number of days ahead bookings were made in advance, displayed in a spreadsheet format.

The booking data is divided into the corresponding "Days" categories, and then further divided into non-cancelled bookings (Bk) and cancelled bookings (Cxl) for each "Days" range. NOTE: This data is based on when the booking was made; the number of days in advance that the booking was cancelled has no effect on this report. A booking can only fall into one or the other category: either it was booked and held, or it was booked and cancelled.

116

Days range categories include Bookings and Cancellations for which reservations where made during the following time frames: 

60 Days+: More than 60 days before the scheduled arrival.



31-60 Days: Between 31 and 60 days before the scheduled arrival.



15-30 Days: Between 16 and 30 days before the scheduled arrival.



6-14 Days: Between 8 and 15 days before the scheduled arrival.



3-5 Days: Between 1 and 7 days before the scheduled arrival.



2 Days: 2 days before the scheduled arrival.



1 Day: 1 day before scheduled arrival



Same Day: On the same day as the scheduled arrival.

117

Country codes

118

119

120

121

122

123

Quality Assurance Assessments Attached are some details that should prove helpful to you in understanding any work that might be required in relation to the Quality Assurance Assessments. There are five key parts, Quality Assurance, Minimum Standards, Guest Room Public Area, Brand Identity and Staff Evaluation Report.

See the member portal for updates on the QA program. All QA manuals and QA updates are available on the member portal. www.mybestwestern.com Quality Assurance Requirements When you log onto the Member Portal you will find a link to the Global Quality Assurance Manual in the Operations Section. Section 200 & section 400 relating to General Standards and Assessment procedures will give you an overview of the areas the Assessor looks at, the scoring system and the principles followed. You start with a total score of 1000 in each area and a passing score is set at 800 for Brand Identity and Minimum Standards. For Guest Rooms and Public Areaâ&#x20AC;&#x2122;s (GRPA) your hotel need to score 851 points or more to pass. If you score between 800 and 850 points on GRPA you have still passed but need to be assessed again within 6 months, which you will be charged for based on expenses incurred. Point losses are easily identified in the report and are discussed on the day of the assessment. Before the Assessor leaves the property he will fully brief the Manager and discuss solutions/plans on how best to rectify any areas that incurred a point loss. Minimum Standards Report On the Member Portal you will find links to the document under Global Quality Assurance Manual section 300, Minimum Standards Detailed Definitions. Each minimum standard is explained in detail and where it should be provided, i.e. in the bedroom or in a public area. The provision for these requirements is also assessed during the Quality Assessors visit and carries point losses relevant to their importance. 1000 is the starting score and 850 is the passing score Guest Room Public Area Report On the Member Portal you will find links to the document under Global Quality Assurance Manual section 700, Guest Room Public Area Definition. Each area in the hotel is explained in detail. The provision for these requirements is also assessed during the Quality Assessors visit and carries point losses relevant to their importance. 1000 is the starting score and 850 is the passing score Brand Identity Report The last document to review is the Global Brand Identity Manual, (log onto the Member Portal to download a copy). This clearly lays out the options for each mandatory item that must be branded and other items that do not have to be branded but can be. Outside of the mandatory items and signage the rule to follow is that anywhere the hotel name is used, the words Best Western or the Best Western logo must precede it or be above it. As you can probably understand any use of the Brand in printing or in signs must be authorised/approved in advance by the office in Dublin. Of course with the online world now a huge generator of business we also have specific Brand guidelines for a hotel memberâ&#x20AC;&#x2122;s website and online presence. The "Electronic Brand

124

Guidelines" clearly outline the requirements in this area. Please email your proofs for Brand Compliancy approval to info@bestwestern.dk Staff Evaluation Report On the Member Portal you will find links to the document under Global Quality Assurance Manual section 900, Staff Evaluation Report. Each minimum standard is explained in detail. The provision for these requirements is also assessed during the Quality Assessors visit and carries point losses relevant to their importance. 1000 is the starting score and 850 is the passing score

Make sure your key staff is familiar with the QA program and QA reports, they are responsible for the day to day operation

Essentiel grundlæggende træning i Best Western brandet og programmerne Med virkning og senest per 1. Januar 2013 skal ”Minimums Kendskabet” til Best Western øges internt på de enkelte Best Western hoteller derfor: Alle eksisterende og nye Front Office Medarbejdere samt Managers trænes (inden 90 dage): - Læse QA introduktion (Vedhæftet her). - Læse Guertin History (Vedhæftet her). - Læse BWI History (Vedhæftet her). - Se I Care DVD (Er på vej på gaden – sendes seperat til hotellet i næste uge). - Forstå hvad BAR er – Best Available rate Strategy (Gammel information men stadig nyt for nogen). - Kendskab til Front Desk Manualen (Findes i receptionen og på member portalen). - Kendskab til Medallia (Manual findes i receptionen og på member portalen). Alle eksisterende og nye Housekeeping og Teknik medarbejdere trænes (inden 90 dage): - Læse QA introduktion (Vedhæftet her). - Læse Guertin History (Vedhæftet her). - Læse BWI History (Vedhæftet her). - Se I Care DVD (Er på vej på gaden – sendes seperat til hotellet i næste uge). For at gøre det ekstra nemt for det enkelte hotel anbefaler vi følgende fremgangsmåde for træningen (er blot et forslag for at gøre det nemt) 1. Print denne email ud og sæt i en mappe (Introuktion til Best Western Hotel). 2. Print filen ud omkring QA introuktion og sæt i samme mappe. 3. Det samme gøres med Guertin History. 4. Det samme gøres med BWI History. 5. Når DVD kommer lægges den i en plastic lomme i samme mappe. 6. BAR Strategy præsentationen printes ud og sættes i samme mappe.

125

7. Sørg for at have Front Desk Mappen ved hånden. 8. Sørg for at have Medallia manualen ved hånden. NÆSTE STEP & EKSEKVERING. A. Direktør ! Lav denne mappe allerede i dag - det vil sige lige nu mens du læser denne email. B. Derefter lader man mappen gå på tur til de enkelte medarbejdere som hver især gennemgår og læser mappen og ser DVD. C. Når nye medarbejdere starter bruger de ½ time eller 1/1 time på at gennemgå mappen. D. Hver Manager/direktør har en liste med navne hvor alle har kvitteret for de har gennemgået denne BW træning/gennemgang. De fleste hoteller har allerede denne træning implementeret, hvor andre måske ikke har - så ovennævnte fremgangsmåde er et forslag til hvordan det kan gøres.. Vi tror på at en halv eller hel times selvstudie blandt medarbejderne er den mest hensigtsmæssige og økonomiske måde for det enkelte hotel at gøre det på. Det er hotellets direktør og/eller hotellets ejer som skal sikre denne viden kommer til de respektive medarbejderes kendskab.

Global Guest Satisfaction Survey The purpose of Global Guest Satisfaction Survey (GSS) is to receive continuing feedback from our guests and the results of these surveys are compiled and shared with the hotels. We would strongly suggest that you use these results to identify areas for improvement at your hotel. (See Appendix) Where a guest provides their email address when making a reservation, Best Western International will send an email to the guest within a week of their stay and invite them complete a survey. Guests who choose to complete the survey will receive 250 Best Western Rewards points if they are a Best Western Rewards Member, or guests have the option to become a new Best Western Rewards member by clicking on the Best Western Rewards sign-link. If a guest has completed a survey within the last month they will not be invited to complete another survey for at least a month and if they have completed a survey for a property in the last six months they will not be invited to complete a survey for that property for at least six months. When a new survey has been submitted for your hotel, you will receive an email notification that you have a new survey and you should follow the steps below to view your survey. If you have already received notification of a negative survey in a given day you will not receive a second notification that day to say you also have a new survey. Here are some guideline actions item schedules: Daily Action items:  Respond to ALL GSS Alerts and close them after responding.

126

 

Check for completed surveys and respond back to all with the email template system. If you do not respond to an Alert and Close it this will become a complaint and go against the hotels complaint ratio. And the hotel will be charged US$ 25

Weekly Action Items:  Run Satisfaction-Table Reports for the current month.  Run Problems-Table Report for the current month.  Run Responses report to look for positive recognition opportunities for your staff and also improvement opportunities to review with your staff.  Discuss GSS Performance at Weekly Staff Meetings. Monthly Action Items:  Run Satisfaction-Table Reports for the first day of the month for the previous month.  Run Problems-Table Report for the first day of the month for the previous month.  Run Responses report to look for the first day of the month for the previous month to look for positive recognition opportunities for your staff and also improvement opportunities to review with your staff.  Run Profiler Report for the first day of the month for the previous month’s demographics to gain a greater insight as to who is completing your surveys. Customer Complaint Ratio: The customer complaint ratio is a measure to see how many complaints have been lodged in the last rolling 12 months period for any hotel. It has been agreed that complaints can often occur in hotels, but there is a level at which the quantity of complaints that are being received reflect badly on both the hotel and the chain. With this a ratio or threshold of allowable complaints was set at 0.34 complaints per bedroom in the property, for the last rolling 12 months: i.e. 60 Bedroom hotel x ratio level 0.34 = 20.4 (20 allowable complaints) 100 Bedroom Hotel x ratio level 0.34 = 34 complaints 126 Bedroom Hotel x ration level 0.34 = 43 (49 allowable complaints) If a hotel for some reason is not handling the complaints that come to it via the Medallia feedback system, and if the Customer Services Desk are handling complaints for the hotel, the ratio can be exceeded in any one 12 month rolling period. If a hotel exceeds the 12 month rolling period there are a number of items that will occur. Once the hotel has exceeded the threshold of 0.34, and the hotel is in Good Standing status with Best Western, then the following will occur: 1. The hotel will automatically be placed in Probation 2. The hotel will have to pay for Best Western to handle their complaint for the next 90 days 3. The General Manager will have to undergo a Customer care course. 4. The hotel, by the end of the 90 days, must have a ratio for customer complaint below the 0.34 threshold, and will be returned to Good Standing Status with Best Western.

127

GSS Support System: To Download or View Guest Satisfaction Survey System Guide â&#x20AC;&#x201C; click through to the following URL: https://my.bestwestern.com/publish/content/01/cph/en/customer-care/medallia.html Log in using your Member Web log in & password. For further support please contact the Danish support office on +45 3539 3313. To View Guest Satisfaction Survey Reports: 1. Log on to https://express.medallia.com/bestwestern to access the login screen.

2. Enter your Medallia Username and Password (provided to General Managers)

Check Medallia on a daily basis every morning â&#x20AC;&#x201C; Give Feedback to All Guests 128

WHAT IS NET PROMOTER SCORE ? How is the Net Promoter score calculated? Net Promoter is based on the question â&#x20AC;&#x153;How likely would you be to recommend THIS hotel to someone else, if they were to require a hotel in this area in the future?â&#x20AC;?. Consumers answer that question on a scale of 1 to 10.The Net Promoter score is calculated by taking the percentage of consumers who answered with a 9 or 10 (the promoters) and subtracting the percentage of customers who answered with a 0 through 6 (the detractors) Example: 150 surveys taken, 102 of those (80%) are promoters, 20 of them (13%) are detractors. The Formula would be 80% - 13% = NPS of 67.

Give a PERSONAL Feedback to ALL guest responses ALWAYS ADRESS the problems

3. The Splash Page or Initial Screen contains the most recent 12 months of GSS scores for the seven driver questions. Your new GSS negative alerts are listed on the bottom half of the page. To view details just click onto each alert.

129

Contact the Danish Best Western office for Medallia â&#x20AC;&#x153;Train the Trainerâ&#x20AC;? presentation

130

Searching for Surveys The quickest way to view a specific guest survey is to click on the â&#x20AC;&#x2DC;Responsesâ&#x20AC;&#x2122; tab and click on the specific guest survey.

Once you click on the guest survey, you can view the bottom of the survey to review the exact problems that we reported.

131

Negative Guest Surveys Managing Alerts and Responding To Guests It is important that you review negative guest survey alerts and respond to guests who complete your surveys as soon as possible. If you do not it will have a financial impact in the form of a fee from Best Western and more importantly you might loose the ability to turn a negative customer to a positive customer for all Best Western hotels worldwide, not least your own. Also an unanswered negative alert will go against the hotels complaint ratio. From January 1st 2011 following changes takes place: a. Any guest that chooses 4 or lower out of 10 in the question â&#x20AC;&#x2DC;Intend to Recommendâ&#x20AC;&#x2122; Due to the fact that our Best Western Rewards members and AAA clients are our most loyal customers and a significant source of revenue, their thresholds have been set to a higher standard. 1.

When a survey is completed and the average score of the survey is 2 (3 for Best Western Rewards members of AAA clients) or less it will automatically be treated as a negative survey. 2. If a negative survey is completed for your property, you will receive an email notification to alert your hotel, see an example of such e-mail below. This email notification will also be sent to Customer Services in Milan and the Best Western Office in Denmark and will be treated as a complaint by Customer Services in Milan. If the alert has not been responded to and CLOSED by the hotel within 7 days. Example of E-mail Alert: The Medallia Guest Satisfaction System has generated a Category 3 Alert for 84000 B/W Dublin Hotel, Dublin Ireland. The alert is the result of the survey completed by David Smith, who checked in on December 28, 2008 and checked out on December 29, 2008. The Confirmation Number for this stay is 999999999. Please access Medallia to review this alert and respond in a timely and appropriate manner. To access the survey directly, please click here: https://express.medallia.com/bestwestern/respInvForm.do?surveyid=7777777 To login to your Medallia homepage, please click here: https://express.medallia.com/bestwestern/ Thank you for your hard work in helping to ensure customer satisfaction and loyalty.

Where a negative survey is passed to Customer Services in Milan they will follow the procedures laid out in the Best Western Customer Service Manual â&#x20AC;&#x201C; a copy of which has been distributed to all Best Western Hotels. If you need a copy of

132

4. 5.

the manual you will find it on the Member Portal by clicking on the following link http://online.bestwestern.com/publish/01/dub/en/member_operations.html or contact the support office in Denmark. Every time a negative alert is passed to Customer Services in Milan, a charge of $26 USD is generated for the Hotel To prevent your Hotel from receiving unnecessary charges please take time to respond to and CLOSE all negative alerts within 7 days

Customer Care in Member Web Customer Care Files are sent to your property in Member Web for a response. Here is how it works: 1) When a Customer Care File is opened for a particular property and the file requires a property response, a red spinning ‘C’ will appear on the Properties Member Web Main Menu. It will remain available for comments for 7 days, or until the property replies, whichever happens first.

2) Go into the new Menu feature called “Customer Relations” where they will select the option called View Inquiries. 3) Select the file that you wish to review or add comments to

133

4) The details of the File as presented here

5) As soon as a property has added and submitted their comments, the file will be sent to Customer Relations and it will be removed from this section of Member Web and moved to the Resolved Inquiries section. It will remain there with no Closed Date until the incident is fully resolved. 6) To retrieve a past Customer Care File that was submitted, simply access the Resolved Inquiries option and a list of files will be presented to you, select the appropriate file you wish to review.

134

Best Western Feedback Best Western Feedback gives 100% of your guests, no matter how they booked your hotel, the opportunity to give their opinion on your hotel. www.bwfeedback.com is the link that will allow all guests to complete a survey of their overall satisfaction during their stay. You will receive customer feedback from all guests FREE of charge through the Medallia system. 

We recommend that you promote the link at all available guest contact points in the hotel. It is vital to encourage guests to talk to you during their stay and not wait until they leave to call the Customer Services Department or worse never complain and never return.



Remember the faster the response, the better the guest feels and the less likely they are to look for compensation from the hotel later.

Some highly recommended communication channels for Best Western Feedback include:       

You must include the link in the in room Guest Directory under a ‘Customer Services’ section. A banner advert on the hotels website with a link On Television Welcome Screens where available. On guest check/bills in your restaurants and bars. Using your Property Management System to include the link on invoices given at check out. On Personal Computers supplied for internet access in your public areas. On hotel business cards.

135

TRIPADVISOR Feedback – Make an account TODAY

136

System Enhancement to Protect Credit Card In System Enhancement to Protect

Credit Cards

Information Having consumer credit card data in a free-form text field (e.g. comments field) places your guest, your property and all Best Western Members at risk. To safeguard this important data, Best Western International launched an enhancement to the reservation system that will remove long Credit numbers that have the potential to be a credit System Enhancement to Protect Card Information card and replacing that data with [DATA RMVD]. You may see this on some reservations; however this will not impact your ability to access credit card information to process reservations. This change will only affect free-form comment fields â&#x20AC;&#x201C; the appropriate fields for credit card data will remain unchanged. Please see below the section for â&#x20AC;&#x153;Commentâ&#x20AC;? this is where you may see the data [DATA RMVD].

137

Solicitations Each year your Best Western office will solicit you for information. Your submissions will ensure that the best possible information, rates and images for your hotel are communicated to the international market through Best Western publications and marketing programmes. •

Global FIT Programme – February/March – This is a mandatory programme – There is no fee to participate – The dynamic GFIT rate X2 is also solicited for in this programme

•

Chain & Consortia (Done in Nexus) – August/September – Best Business Elite -Optional – Best Business Select - Optional – Negotiated Rate & Room Type Form – Value Added Amenities – Global Travel Agency Preferred Programme – Environmental Solicitations

•

Scandinavian Travel Book - Sep/Oct – Most up to date hotel images (Bedroom, Conference, Exterior) – Text description which best outlines your hotels offering – Symbols – Hotel amenities and features

•

RFP ( Request for Pricing) – Any time – Invited to submit rates for a company, details specified – BAR (Best Available Rate) and the preferred rate – Value Added Amenities – Group Module – on occasions – Short deadline and rates must be for a full year

Packages Whenever you have a package to be set up on Member Web please follow the guidelines below • • • • •

Accurate & illustrative package name Exact duration Include child policy Detail seasons Describe exactly what the each product in the package includes, e.g. ‘Dinner’, could be described as a sumptuous 4 course meal in our opulent Oscar’s Restaurant complimented by melodies from our grand piano player.

138

Property Data System - PDS The Property Data System (PDS) eliminates the existing manual entry of property information which is currently gathered through the solicitation process, by placing the responsibility of that data into the hands of individual properties. Through this automated data entry system, individual Best Western hotels can update their property information online instead of using written forms. You can make changes to certain property content information directly into the system at any time, without having to send an email or written request. Updates generally take 5 working days to become effective on Best Western sales channels. Here we introduce the Property Data System and explain how to navigate through these pages and how to complete property updates. To Access PDS, log into mybestwestern.com and click on Member Web. Then, click on Property Data and PDS, as shown to the right. A pop up box will then appear and will look very like the screen shot below.

To update any of your hotels information you then need to click on Profile. Profile The screens in this section are used to update certain property information such as property description, restaurants, transportation information, etc.

139

140

The example below is a section of the Property Amenities screen.

Notice the text in blue above those questions that may require additional instructions or information.

141

When updating any information on your hotel you must click the next button until you reach the end of the solicitation.

At any stage you can click on the preview button and look at what is updated. The updated information will always appear in yellow.

142

When you reach the last page of the solicitation you will notice a new button appears called Submit to QA.

In order to update your hotel information you must click on this Submit to QA button. Automatically this form that you submitted will be prompted to print so that you can keep a copy for your records. Once QA have agreed to the information updates you have submitted then your property data will be updated on Best Western sales channels. This process normally takes a maximum of 5 working days. For more information on updating your property information please contact you local support office.

Room types, Qualifiers & Breakfast Room types qualifiers     

Your Room Type Qualifiers describes the amenities & facilities that are provided as part of the room rate. The maximum number of characters you can have to describe you hotels bedroom amenities is 40 and the maximum amount of amenities per room is 6. Hotels can now make their own room description which is used in all Best Western channels. Rooms should state in the qualifier if they are smoking or non smoking Do your qualifiers appeal to your market? Room Types with certain qualifiers may appeal more to one particular market.

143



 

Do your qualifiers match or exceed what your competitors are offering? Make sure to add value to your product by including all details. For example, free WIFI and Plasma TV. For your executive rooms you should also include items like bathrobes, slippers, blackout drapes. The breakfast meal qualifier is indicated with a 1 or 2 at the end of your room type. This can be removed in order to sell room types on a room only basis. Your competitors may be offering room only rates? Make sure you offer both. To make any changes to your room types or discuss options please contact your local support office and we will be happy to assist.

Please see below room type qualifier example:

If you press the room type you like more information about below screen appears

144

Above you see the full room type description including a picture of the specific room type. Furthermore the guest will see all Guest Room Amenities. Always make sure your hotels room type description, guest room amenities and pictures are updated.

Describing your product It is vital you describe your hotel & amenities in detail in order to appeal to potential guests. Marketing Message A marketing message for your hotel can be placed on Bestwestern.com. The marketing message is a short message describing the most important amenities the hotel offers. See below.

145

Hotel information text

Make sure the most important facts about the hotel are mentioned first in the general information text about the hotel. The first part of the information text is shown in the general overview of hotel information page. See below.

Trip Advisor on Best Western websites Best Western collaborate with Trip Advisor and part of the collaboration is showing of Trip Advisor guest feedback on Best Western websites. It is important that all hotels are aware of this fact and make sure to work with their Trip Advisor account. This also includes answering all guest feedback on Trip Advisor. For more

146

information please contact the Danish Best Western office on phone (+45) 3539 3313. See below.

Photographs & Captions A picture is worth ……….. A thousand words? Captions add power to your images. Tell your property’s story! Enhance the picture your guest has envisioned of their visit to your hotel with descriptive captions. They are helpful in describing rooms, hours of operation for amenities, proximity to local attractions etc. You have a maximum of 20 words to describe your picture. Make sure you have the most current image up to date on Best Western.com. The most appealing exterior image of the hotel should be in number 1 position on the front page. This is the image that all Online Travel Agents pull through to their sites when displaying your property. To make any updates please call your local support office and we will make the necessary changes on your behalf. On the next page you will find a very good example of a good and bad image of two Hotels and it’s very obvious which hotel a consumer would choose

otographs & Cons 147

Sell Message in LYNX Lynx is the system that our Central Reservation offices use to make bookings in Best Western Hotels. A Sell message on Lynx is the predominant information display to a call centre agent on your property. The message should be short and in bullet point form outlining a few unique selling points of your hotel. There is a maximum amount of text for this message but we do advise to keep it short. Too long and it will not be read. This is an ideal way to promote a new rate that you have launched at your hotel. If you would like to make any updates please contact your local support office and we will make the changes required. Below is an example highlighted in red of how the message would appear on our Lynx System used by our CRO (Central Reservations Offices ) around the world

148