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Services For Hotels
I have no record of the customer booking
The action to take in this case depends on the wholesale distributor for your hotel.
- If your distributor is Pegasus, please double check the Hotel Confirmation Number (not to be confused with the All-Hotels Booking Reference Number) quoted near the top of the customer's confirmation email. This should be a number from your own customer reservation system. If you don't recognise it, please contact Pegasus, quoting this number or contact us quoting the All-Hotels Reference Number.
- For ARes hotels, if you do not appear to have received the normal confirmation email, please log in to ARes and look for the booking under the Bookings section. If you still can't find it, please contact the ARes helpdesk.
- For all other distributors (Lastminute, TravCo, GTA, JAC, TPro, JAC, CHR), look in the Additional Information section of the customer's booking voucher. You will find there a contact number for your distributor. Contact them and quote the Voucher Number (this is the distributor's reference number), or contact us quoting the All-Hotels Reference number.
If you are still unable to locate the booking, please contact us using the customer support form, filling in the All-Hotels Booking Reference and selecting the 'I am a hotelier' option.
The customer booking room details or total cost are wrong
Please follow the same procedure as above
How do I take my payment?
This depends on your online distributor.
- For Pegasus bookings the customer has not yet paid, so you should charge them directly. Later, All-Hotels.com will invoice you for our commission. If a customer states that they have already paid then please ask them for their printed confirmation which will clearly state whether they have paid or not. For Pegasus bookings the only money taken by All-Hotels is a small booking fee taken at the time of booking.
- For ARes bookings the customer has not yet paid. You should charge the customer directly. Your hotel will be invoiced later for the commission due to All-Hotels.com. If a customer states that they have already paid then please ask them for their printed confirmation which will clearly state whether they have paid or not. For ARes bookings the only money taken by All-Hotels is a small booking fee taken at the time of booking.
- For all other distributors (Lastminute, TravCo, GTA, JAC, TPro, JAC, CHR), the customer has already paid on the all-hotels site. The distributor will invoice All-Hotels.com and then pay your hotel. Payment information should be in the Additional Information section of the customer's booking voucher. Please do not charge the customer again for the room booking, only for extras ordered during the stay.
If it is still not clear who the hotel distributor is or who should be taking payment, please contact our Customer Services team.
See also the When do I pay? customer information.
How do I list my hotels on your site?
Interested in becoming a hotel supplier? All-hotels.com is part of lastminute.com and travelocity.com and we're increasing our hotel supplier base all the time.
To join part of one of the world's largest distribution networks, simply click on this link, complete the short application form and we will be in touch for hotels in Europe, the Middle East or Africa. Or if you are outside of this area, simply email your details to advertising@travelocity.com and we will be in touch.
My hotel details are wrong on your site
All-Hotels pull all hotel information data, whether that be hotel descriptions, images or address information from our various 3rd party suppliers (such as Pegasus, GTA, Travco, JAC, WCT, Lastminute, etc) during our regular automatic updates.
We don't update information manually as any changes will simply be overwriten with incorrect data if it is not correctly modified at source.
Should you find our data to be out of date then please update your details with all suppliers you deal with.
If you believe you have already done this and at least 2 weeks have passed since this happened then feel free to contact us by clicking here and selecting I would like to update my hotel details on your site and completing the form.
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