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Frequently Asked Questions for Hotels
How can I locate outstanding inquiries for my property?
What are the steps for entering Inquiry closures?
What if a Travel Agency disputes a previously reported closure or guest stay?
How do I log out of the Customer Service application?
Where can I go for additional help?
1. From the left-side menu, select 'Inquiries'.
2. From the search filters, select Inquiry Status= Open and, in the "Hotel Filters" tab, select the desired brand and property.
3. Click the search button.
1. Once any open inquiries are listed for your property in the search results (see above question), select the inquiry record to be closed by clicking on the "Inquiry #" link.
2. In the 'Inquiry Details' screen, double-check the Guest Name, Confirmation, Arrival and Departure date, to ensure that you are working with the correct inquiry.
3. If you are working with the correct inquiry, choose a Resolution Reason from the dropdown menu and complete any required fields. The "Resolve Inquiry" button will stay greyed out until all required fields are entered.
4. Review the "Payment Agreement" and check the box.
5. Click "Resolve Inquiry". The inquiry will now be in status Closed.
At times, a Travel Agency may disagree with a previously reported inquiry closure or with a previously reported guest stay identified as non-commissionable, no-show, or cancel and will open what is known as a "Dispute" Inquiry.
In the inquiry search results, any disputed inquiry will display the "Dispute" Type.
1. Click on the "Inquiry #" link to be taken to 'Inquiry Details' and review the dispute reason and any back-up information that the Travel Agency may have supplied.
2. Close the inquiry by following the same steps specified in the response to the above question.
In order to log out, select the "Sign Out" option from the menu displaying your username, which is situated at the upper right corner of the window.
Please contact Onyx CenterSource, Inc. for questions or to receive information about the Customer Service application. Contact the toll-free Help Desk at: 1 (888) 417 4811 or open a case at https://www.onyxcentersource.com/need-assistance/
Frequently Asked Questions for Agencies
How can I locate outstanding inquiries for my agency?
How can I find out if a commission has been paid?
What if my inquiry is open longer than 30 days with no response?
How can I view the status of the inquiry for my agency?
What if I have not received a payment that shows to be issued in Payment History?
The system says a guest stay was commissionable, but the amount shown is zero?
How can I see if a check has been issued for my agency?
How long does it take to research an inquiry and will I be notified?
How do I log out of the Customer Service application?
Where can I get additional help?
Please contact the Onyx CenterSource Help Desk at 1 (888) 417 4811, or open a case at https://www.onyxcentersource.com/need-assistance/
1. From the left-side menu, select 'Inquiries'.
2. From the search filters, select Inquiry Status= Open.
3. Click the search button.
1. Go to 'Transaction Search' screen from the left-side menu.
2. Enter the search criteria - e.g. Guest Last Name, Arrival Date and Brand Name.
3. Click the search button.
1. Go to 'Transaction Search' screen from the left-side menu.
2. Enter the search criteria - e.g. Guest Last Name, Arrival Date and Brand - and click the search button.
3. Once the search results are displayed, click on the Guest Name to be taken to the 'Transaction Details' screen. The Booking Commission Details card displays the total stay value, the gross commission and any adjustment amounts.
4. Keep in mind 0.00 values mean the guest stay was either cancelled, no-show, or non-commissionable. A status badge included at the top of the Booking Commission Details card will specify that.
Try searching again for the payment. If there are no results, contact Onyx CenterSource for the inquiry to be escalated. Help Desk at 1 (888) 417 4811, or open a case at https://www.onyxcentersource.com/need-assistance/
If you know the inquiry number, select 'Inquiries' from the left-side menu. Enter the inquiry number as a filter and click the search button. Otherwise, you may use other hotel or agency filters available to find the inquiry.
If the method of your payment is check then please allow ample time for the payment to be sent via the postal service. If sufficient time has passed or your payment is of an electronic method, then contact Onyx CenterSource. Help Desk at 1 (888) 417 4811, or open a case at https://www.onyxcentersource.com/need-assistance/
Contact Onyx CenterSource and request that a dispute inquiry be created. It is necessary to provide Onyx CenterSource with a 'proof of stay' i.e. credit card bill, room folio in order to dispute a reported transaction.
Some hotels are limited in reporting the record type. If a transaction has 0.00 values the transaction is non-commissionable. If you would like to dispute, contact Onyx CenterSource to create an inquiry. In order to dispute a non-commissionable stay, you must be able to provide the hotel contract or a rate code, as proof booking was commissionable.
1. Select 'Payment History' from the left-side menu.
2. On the Payment History screen, select the "Current Period" option or other date ranges from "Date Filters". The Payment Status column in the search results will indicate whether the check is issued or not issued.
Because commissions are processed on a monthly basis, hotels are given 30 business days in which to respond. Please check the inquiry status through 'Inquiries' regularly to have the most updated information.
In order to log out, select the "Sign Out" option from the menu displaying your username, which is situated at the upper right corner of the window.
Please contact Onyx CenterSource for questions or to receive information about the Customer Service application. Contact the Help Desk at 1 (888) 417 4811, or open a case at https://www.onyxcentersource.com/need-assistance/
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