FAQ

Default solution folder, feel free to edit or delete it.

The guest has called or emailed the hotel, and the hotel has told the guest they do not have a confirmed reservation.
o Step 1: Find the customer’s reservation in the Admin App. o Step 2: Once reservation is found, assure the guest that the reservation...
Wed, 17 Aug, 2016 at 1:38 PM
The guest made a booking, but has not received a confirmation email.
o Step 1: Ask the customer to check their junk mail, and search for the email address that you are sending the confirmations from (For example:...
Wed, 17 Aug, 2016 at 1:41 PM
The guest needs to add special requests to their booking.
o Step 1: Find the customer's reservation in the Admin App. o Step 2: Create a new ticket at zumata.freshdesk.com. o Step 3:...
Wed, 17 Aug, 2016 at 1:42 PM
What if the guest arrives at the hotel and hotel says they do not have the reservation that was booked?
o   If the customer has a two letter name, such as Ng or Oh, ask reception to double the last character and check again.  For example, Ng would bec...
Thu, 26 Jan, 2017 at 5:29 PM
The terms say that they do not accept passport holders from certain markets (or residency permits, etc.), but our customer is from the restricted country. How do we proceed?
o Unfortunately, there is nothing we can do if the customer ignores this information and the booking conditions must be honored.  These terms are designa...
Wed, 17 Aug, 2016 at 1:45 PM
At what age is a child considered an adult?
This varies by hotel, but guests 12 years old or older is the most widely criteria.
Fri, 1 Jul, 2016 at 11:44 AM
How many people can share a double room?
A Double Room can be shared by two people. It may have one double bed or two single beds.
Fri, 1 Jul, 2016 at 11:45 AM
How many people can share a twin room?
Twin rooms contain two single beds and are suitable for either one or two people
Fri, 1 Jul, 2016 at 11:45 AM
Are infant cots included in the hotel price?
Infant cots may not be supplied free of charge and may be chargeable and payable locally to the hotel.
Fri, 1 Jul, 2016 at 11:46 AM
Are extra beds included in the hotel price?
  An extra bed may not be supplied free of charge and may be chargeable and payable locally to the hotel.
Fri, 1 Jul, 2016 at 11:46 AM