FAQ’s

 

Home screen

 

Q: What are the booking status links and the quicklinks on the left of the start page for?

A: You can easily search for different types of bookings by just clicking on the link. If you go with your mouse over the link, you will see additional information what the displayed data will be. You can find there among others for instance bookings that were recently confirmed by ATP or your future arrivals with one click only.

 

 

Search

 

Q: How do I access a booking that is shown in the search result?

A: You only have to click on the Reference Number and you will see the details of the booking

 

Q: How can I find a hotel that is close to a certain location or address?

A: Chose the ‘book by map’ option and you will have the possibility to insert a specific address or a point of interest and the system will display you the properties around that area. By specifying the travelling dates, a live availability can be done and you can serve your clients within seconds.

 

Q: How do I know if a hotel will be suitable for my clients?

A: Even though we are doing our best to provide you with as much information about the hotel amenities and its location, clients may still require first hand information about the property. For this we have implemented Tripadvisor into our reservation availability and the hotel descriptions – first hand feedbacks - from travellers for travellers.

 

Q: How can I see more information about a hotel?

A: If you click on the hotel name, a factsheet will open in a new browser. This factsheet includes hotel information, pictures, a location map and tripadvisor reviews. The factsheet can be either printed or sent by e-mail.

 

Q: How can I see more information about a destination service?

A: If you click on the destination service name, a factsheet will open in a new browser. This factsheet includes more information about the service, mostly including pictures and a location map. The factsheet can be either printed or sent by e-mail.

 

Q: Me or my client call before arrival to a hotel to check the booking and they tell us that there is no booking. Do I have to contact you?

A: No, the reservations we doing are from our inventory which we have from the hotel and the final clients’ names are sometimes only reported shortly before arrival and so the hotel does not have the clients names and so can’t find any booking under their name. Nevertheless the booking is guaranteed.

 

Q: How can I search by Booking Reference Number?

A: If you have the Booking Reference number, you can search by the ‘search’ menu. Just fill in the field ‘Ref.No.’ with the Booking Reference number (the pre-set dates will disappear) and hit the ‘search’ button.

 

 

Q: How can I search a booking without having the Booking Reference number?

A: The easiest way: you can access them directly via one of the booking status or quicklinks on the home page. If your search query is a bit more complex, you can access the ‘search’ menu. Besides from that you have all kinds of search possibilities which you can combine.

 

Q: Why do I have to ‘acknowledge’ bookings?

A: This is because ATP sent you a message via the system. As this message can be very important, you need to acknowledge that you have read the message before you can do any other actions.

 

Q: What is the message icon on the search results for?

A: This means that ATP sent you a message. For your convenience you can preview the message by putting your mouse over the ‘I’ icon of the message column. The system will show you message without that you have to go inside the booking.

 

Booking Detail

 

Q: What does the ‘Acknowledge’ button in a booking mean?

A: This means that ATP submitted you a message which you first need to read. Once you read it, you can click the ‘acknowledge’ button and all other actions like ‘modify’ or ‘cancel’ become available.

 

Q: What is the history button in the booking details for?

A: It gives you a detailed chronological overview what was done when with the booking and by whom.

 

Q: If I call ATP to check a booking they sometimes can not access the booking

A: This is because for security the booking can only be accessed by one person at a time, if you need support for a file, please make sure to go on the ‘booking overview’. Like this you allow the Sales Support at ATP to help you right away.

 

Q: Can I modify a hotel or a service?

A: Yes, if you are in the booking detail screen, you can click on ‘modify’ to make all kinds of modifications. The system will show you the data that can be modified. Kindly be aware that the availability of a service can change if you add persons or rooms or change dates.

 

Q: Can I cancel a hotel or a service?

A. Yes, as long as the service has not passed yet, you can. If you are in the booking detail screen, you can click on ‘cancel’ and the service will be cancelled. Kindly be aware of the applicable cancellation policy which will result in a cancellation fee if a booking is cancelled after a certain date.

 

Booking Overview

 

Q: How to add a service like a transfer or sightseeing to the Hotel booking?

A: When you finished a booking you will come to the booking overview. There you have the possibility to add transfers, sightseeing or tickets to the existing booking.

 

Q: How do I issue a Voucher for my clients?

A: There is a link named ‘Voucher’ when you are on the booking overview screen. By clicking on it you can view the Voucher which can be either printed or sent by e-mail. 

 

Q: How can I add an additional hotel to an existing booking?

A: If you are in the booking detail or on the booking overview of an existing booking you can add a hotel or any other service via the menu ‘add service’ in the top navigation.

 

My Account

 

 

Q: Where can I view and print invoices?

A: Go to ‘my account’ there you can search for single bookings or for all bookings within a certain period / destination or by client name. If you search by client name, please be aware that only the ‘lead pax’ will be findable. Kindly note that bookings are invoiced only 7 days prior arrival, before you will not find any invoices. Invoices can be printed, sent out in PDF format to an e-mail address or be exported to Excel (CSV) based on your requirement.

 

Q: Where can I view and print credit notes

A: Similar to invoices, this is under the ‘my account’ menu. If a credit note has been issued, it will be visible in ‘my account’ the next calendar day. Credit Notes can be printed, sent out in PDF format to an e-mail address or be exported to Excel (CSV) based on your requirement. Please note that credit notes can only be issued after the entire itinerary has passed, so there is no need to ask for it before.