FREQUENTLY ASKED QUESTIONS |
About HOTELSPRO
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What is HOTELSPRO?
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Who is Met Global?
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How does our Business Model work?
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Who will benefit from HOTELSPRO?
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How much does it cost to be a member of hotelspro.com?
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What do I do if I forget my password?
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How can I update my account details?
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How can I get more details about your XML system?
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How can I add more users and generate passwords for new users?
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How do I check availability on HOTELSRPO?
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If the system shows availability at a given hotel, is the availability really there?
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Do you have allotments for all of the hotels in the database? Can I have instant confirmation?
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What does ON REQUEST mean?
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Are these hotel rates per person/night or per room/night?
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Is breakfast included in the hotel rates?
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Do you accept group reservations?
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When do I need to use special booking on HOTELSPRO?
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How do I book transfers or/and city tours in HOTELSPRO?
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How long will it take for my special booking request to be answered?
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Who do I contact if a reservation I have made requires action from the reservations department at HOTELSPRO?
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What is the cancellation policy?
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How can I see the total charges for a booking, including taxes and fees?
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How can I amend my bookings?
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Can I confirm the status of my booking with the hotel?
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How will I pay for my bookings?
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Are hotel taxes included in my booking?
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Will I be able to print the travel voucher once Ive made a credit card payment online?
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When do I get to print the travel voucher if Im using the Floating Deposit payment option?
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How can I see the hotel details before booking the hotel?
• What happens if I do not finalize my booking before the deadline?
GENERAL INFORMATION AND CONTACTS
• How does Hotelspro ensure the security of private information and credit card information?
• What is the best way to communicate with Hotelspro about a booking?
• Who can I contact in case of an urgent customer service issue?
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About HOTELSPRO |
What is HOTELSPRO?
HOTELSPRO is an online hotel reservations system and a MetGlobal service that offers instant confirmation for bookings at more than 95,000 hotels in over 11,000 destinations worldwide.
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Who is Met Global?
Metglobal.com is one of the major global wholesalers of hotels and travel services and we use our vast inventory of travel products to supply travel agencies, tour operators and other travel businesses and also to power B2C & B2B websites.
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How does our Business Model work?
We liaise with hoteliers to make contracts on their hotels and distribute their room allocations to travel agents at wholesale rates. Through the online hotel reservations system HotelsPro we offer instant confirmation on 95,000 hotels in 11,000 destinations.
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How much does it cost to be a member of hotelspro.com?
Membership with Hotelspro is absolutely free. All services are available at no cost to our industry partners.
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What do I do if I forget my password?
Just click the Forgot Password link and enter your e-mail address that you have registered with. You will receive your password within minutes.
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How can I update my account details?
You can update all your account details except your password and your e-mail address by going to the Account Details link. To change your password or your e-mail address, please contact to your account manager or send an e-mail to info@hotelspro.com.
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How can I get more details about your XML system?
Please contact us at info@hotelspro.com to learn more about xml and our other affiliate programs.
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How can I add more users and generate passwords for new users?
You can add new users using the Administration link. Please note that while the main user account holder can view all the reservations, the sub-users can only view their own reservations.
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How do I check availability on HOTELSRPO?
After you log in to our system, use the make online booking link to check hotel availability on our system.
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If the system shows availability at a given hotel, is the availability really there?
We have allotments at every hotel in our database. A hotel shows up on an availability search only if we still have rooms left at that hotel i.e. the availability is real.
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Do you have allotments for all of the hotels in the database? Can I have instant confirmation?
We have contracts with the hotels in the system and you can receive instant confirmation on the hotels if it has a BOOK NOW icon.
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What does ON REQUEST mean?
The hotels with ON REQUEST in the search list do not have any available allotment, however if you click ON REQUEST and fill-in the form we will request extra allotment from the hotel. If the hotel can not fulfill your request then we will get back to you with alternate hotels.
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Are these hotel rates per person/night or per room/night?
The rates shown in the search list are per room per night unless otherwise specified.
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Is breakfast included in the hotel rates?
Yes, breakfast is included free of charge - unless stated otherwise - with the bookings made through Hotelspro.com.
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Do you accept group reservations?
Yes we do. Please fill the form under “Group Booking” tab and send it to us through your HotelsPro account if the reservation is for more than 9 guests/6 rooms. Our Group Reservation Department will get back to you a quote as soon as possible, typically in 72hrs.
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When do I need to use special booking on HOTELSPRO?
Use this option if any of the following conditions apply to your booking:
You want to book more than 5 rooms under a single reservation.
The length of stay exceeds 31 days.
The destination required is not available through our search facility.
The hotel you want is not listed in our database.
Your reservation includes a child under age 12 who will be accompanied by 2 or more adults occupying the same room.
You want to book special accommodations, including suites, deluxe rooms, executive rooms, view rooms, special needs rooms, quads, or family rooms.
You want to book transfers and/or city tours with your hotel booking (We are unable to arrange transfers or tours without hotel bookings in the same city).
Your client is a VIP
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How do I book transfers or/and city tours in HOTELSPRO?
For these kind of requests, please send a message through HotelsPro system.
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How long will it take for my special booking request to be answered?
You will receive a response within 24 hours excluding weekends
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Who do I contact if a reservation I have made requires action from the reservations department at HOTELSPRO?
Use the MSG link next to the booking to send us a message with all the necessary details. We will respond to you as soon as possible, often within 24 hours excluding weekends.
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What is the cancellation policy?
While the majority of our hotels have 5 days cancellation policy, some hotels have different policies. Please read the terms and conditions before you complete your bookings, check the vouchers for the cancellation policy relating to the hotel you have booked.
During special event periods, certain dates and early bird type bookings, the hotel may pass on a different cancellation policy of which you will be informed as soon as HotelsPro are notified.
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How can I see the total charges for a booking, including taxes and fees?
At the hotel search results page and the booking form total charges for the full stay, including all applicable taxes and fees will be displayed. The breakfast is also included in the total charge unless otherwise is specified. There are exception hotels that breakfast is not included and you can view this information in the search results for each hotel under the hotel name.
Some hotels, particularly in the USA do charge a resort fee which must be paid to the hotel directly. This is typically $10 to $20 a room a night. Hotelspro.com is not responsible for resort fee charges and have no control over their implementation.
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How can I amend my bookings?
Go to the My Bookings section where you can view all your bookings. Click on the 'A' link next to the booking to pull up the Amend Booking form. Use this form to notify us of all changes you wish to make to that booking. We will respond to you as soon as possible, often within 24 hours excluding weekends.
A button to amend any booking.
C button to cancel any booking.
P button to receive your proforma invoice through the system.
V button to view your voucher.
I button to receive your invoice.
Besides Messages link allows communication between our reservation team and you.
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Can I confirm the status of my booking with the hotel?
Hotels receive our list of booked allotments anywhere from 3 to 7 days before the check-in date. You should, therefore, be able to confirm the status of your booking with the hotel anywhere from 3 to 7 days before the check-in date. Please note that if you contact a hotel more than 7 days prior to the check-in date, the hotel may not be able to verify your booking, even though your booking has been confirmed.
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How will I pay for my bookings?
You have many options to pay for your bookings.
1) Credit Card
Agency Credit card can be used to hold and/or pay for the net amount of each reservation on our secure payment system.The reservation should be finalized (paid) by the payment deadline for each reservation in order not to lose the reservation.
The agencies that work on commissionable rates can also pay with the customers credit card. Please make sure you choose the “My Client” under “Who is paying for this booking” section while finalizing the reservation so that we charge this credit card with commissonable amount and pay your commission. If you choose “My Agency” the credit card will be charged on net rates and there will be no commission.
2) Floating Deposit
With this option, you will set up a 5000 EUR/USD/GBP or an agreed amount of Floating Deposit account, and each reservation’s net rates will be deducted from the total deposit. You can add more funds when the floating deposit gets low.
3) Bank Guarantee / Credit Method
A bank guarantee will be accepted at a minimum amount of 10.000 EUR on a monthly basis according to the following timetable: Bookings invoiced for check-in dates falling between the 1st and 31st of the month will be paid by the 7th of the following month. Regardless of the date, once this credit limit has been reached before the month ends; a payment is required or additional bookings will have to be pre-paid with a credit card at the time of booking under prepayment terms. Please contact us for bank guarantee / credit method option.
4) Wire Transfer
A wire transfer can be accepted for a reservation only if the payment deadline is ahead in order to make sure the bank transfer is received before this deadline. You may find our bank account details on the News Board in the main page of your HotelsPro account. For all payment methods cost of remitting payment to MET GLOBAL must be borne by the client. MET GLOBAL will not tolerate any deduction from invoices by client for bank charges-money transfer fees.
To avoid/decrease bank transfer fees, please use the appropriate account in your region.
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Are hotel taxes included in my booking?
For the majority of bookings, general hotel taxes are included in the room rate.%1%
Some hotels, particularly in the USA do charge a resort fee which must be paid to the hotel directly. This is typically $10 to $20 a room a night. Hotelspro.com is not responsible for resort fee charges and have no control over their implementation.
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Will I be able to print the travel voucher once Ive made a credit card payment online?
Yes. After completing a credit card payment online, the booking status will automatically change to Finalized if the charge is successful. Then the V (Voucher) button will become active and the voucher can be viewed and printed.
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When do I get to print the travel voucher if Im using the Floating Deposit payment option?
If you are using the floating deposit payment option, the travel voucher will be immediately available for you to print upon the confirmation of your booking.
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How can I see the hotel details before booking the hotel?
Please click on the name of the hotel to go to the hotel details page.
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What happens if I do not finalize my booking before the deadline?
If you do not finalize your booking before the deadline you will lose the booking.
To finalize the booking please reply to the warning emails that have been sent to you prior to the deadline time and date or send us an e-mail at info@hotelspro.com.
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GENERAL INFORMATION AND CONTACTS |
How does Hotelspro ensure the security of private information and credit card information?
Our site has security measures in place to protect against the loss, misuse, and alteration of sensitive information under our control. Our web servers use industry-standard SSL (secure socket layer) software to ensure the security of commercial transactions. The presence of a lock symbol in the bottom corner of your browser indicates that any information exchange is being protected by encryption. HOTELSPRO will spare no measures required to protect the privacy of personal information entrusted to us.
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What is the best way to communicate with Hotelspro about a booking?
NextNext to each of your bookings in the My Bookings section, you will see a MSG link. You may use this link to send us any message or request relating to the booking - e.g. to make a special request for the booking. This is the quickest, most efficient way to have your concerns addressed - we check our messages regularly and will respond as soon as possible, often within 24 hours excluding weekends.
You can also use the Messages link, to send and receive messages and archive your messages.
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Who can I contact in case of an urgent customer service issue?
Customer service issues requiring urgent attention can be directed to any of the contact numbers listed below. The vouchers that you print out have also these contact details listed.
Worldwide
(Monday-Friday 7am-5.30pm GMT, Saturday-Sunday 7:30am-1pm GMT)
Phone : 00 90-212-315-1430
Fax : 00 90-212-355-7527
USA Office
(Monday-Friday 9am-6pm EST)
Toll free: 1-800-347-0199
Phone : 1-212-594-8044
Fax: 1-646-304-1055
24/7 Emergency Line: 00 90 530 343 36 39.
*** Please call for only emergencies out of business hours.
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