Connectivity Partner Handbook: Reporting API - User Interface (UI) Last update: August 2018

Transcription

1 Connectivity Partner Handbook: Reporting API - User Interface (UI) Last update: August 2018

2 Reporting API: user guide We re currently running hundreds of experiments to make our extranet better. Every feature, down to font size and colour choice, has been put to the test at some point. This user guide shares some of our key learnings from these experiments. We recommend using this as a guide in designing The user journey and interfaces on your end.

3 Reporting API: Report reservation changes to Booking.com The Reporting API allows properties to handle reservation updates for Booking.com directly with their Connectivity Partner, instead of making changes manually on the Booking.com extranet. It can be used to: Report a guest credit card as invalid Cancel a reservation with invalid credit card details Report a guest as a no-show Update changes in guest check-out date and/or price You could implement only one of the endpoints, but we recommend implementing all of them.

4 Reservations page on the Booking.com extranet 1 Properties can choose the dates for which reservation summary needs to be visible 2 Overview of the exact status of the reservation is shown to help properties take appropriate action 1 2

5 Creating a status for each reservation 1 Banners highlighting that the reservation has been changed. 2 List of actions that be taken by property to be shown on Channel Manager/PMS 1. Reservation OK 2. View credit card details 3. Mark credit card as invalid. Invalid credit card reported. Awaiting new credit card details 4. Updated credit card details available 5. Cancel reservation - reservation canceled 6. Mark as no-show - marked as no-show 7. Update date/price All the statuses can be obtained from the Reporting API except for the updated credit card details which is available via the Reservation Modifications API. 1 2

6 User journey: Invalid credit card

7 Reporting an invalid credit card Property can view credit card details up to 3 times during the 10 days after the guest books Property views credit card details via Reservations API on PMS/CM Property views credit card details on extranet Is credit card valid? Property can mark credit card as invalid up until 00:00 local time on the day of check-in Extranet behaviour Reporting API behaviour Conditions If not, property marks invalid credit card via Reporting API on PMS/CM Property marks invalid credit card on extranet 21 Aug, 13:00 Guest is supposed to check in 22 Aug, 00:00 Property can t mark as invalid after this...even when marked via Reporting API Guest receives text message + to update credit card details within 24 hours* Guest can update credit card details just once before the property cancels the reservation *When a reservation is made within 48 hours of check-in, a guest is given 12 hours to update their credit card

8 Cancelling a reservation after reporting invalid credit card Guest doesn t update credit card details Guest updates credit card details Booking.com does a test authorisation on the updated credit card details. Only successful cases sent to property Extranet behaviour Reporting API behaviour Conditions Property receives new credit card details when channel manager pulls modifications. Property is notified via and extranet. Can see new credit card details on extranet Property can cancel after 15:00 local time for reservations with same day check-in Is credit card valid? Property needs to check credit card details and mark as cancelled for invalid cases within 7 days. Otherwise, the property needs to report it as invalid again. Doesn t apply to bookings where the check-in is within 7 days. If not, property can cancel via API Property will be able to cancel reservation 24 hours after marking invalid credit card Guest is always given a minimum of 1 hour to update credit card details. If a reservation is reported as invalid at 16:00 on check-in date, property cannot immediately cancel the reservation and must wait for an hour.

9 Summary of the changes to the invalid credit card process Before Now Property had to use the extranet to cancel a reservation reported as invalid credit card Property can cancel a reservation reported as invalid credit card via the Reporting API Guest was given 36 hours to update their credit card details Guest is given 24 hours to update their credit card details Guest is sent about invalid credit card Guest is sent both an and a text message about invalid credit card Guest gets 3 chances to update their credit card details Guest gets 1 chance to update their invalid credit card within 24 hours of being reported Partners can cancel bookings with an invalid credit card at 18:00 on day of arrival Partners can cancel bookings with an invalid credit card at 15:00 on day of arrival

10 Guest receives a confirmation for a successful reservation.

11 Property receives the reservation via extranet/cm/pms. 1 Credit card details are sent via the Reservation API 1

12 Property views the credit card details on extranet (or) CM/PMS and authorises the credit card details. 1 Depending on the payment gateway, properties need different fields of guest data to authorise a credit card. Basic fields: Name, credit card number, expiry date Possible fields: CVC code, zip code, address etc. Please make sure the property settings on Booking.com are in line with the fields required. 1

13 If the credit card is not valid, property marks it as invalid credit card (via Reporting API). XML request for reporting invalid credit card If property chooses no credit card required for reservation Reservation is still processing. Preferred reporting time is 1 minute after receiving reservation. Please note for Process Automation Sample XML response if the conditions fail needs to be displayed on the UI

14 Property receives a message from Booking.com stating confirmation and asking to hold reservation until 18:00.

15 Guest receives an asking them to update credit card details.

16 Guest updates credit card details.

17 Booking.com checks if the entered credit card details are accurate. If not, guest is asked for the details again. 1 Once a CC is reported as invalid by the property, the guest updates the CC details. Booking.com does a test authorisation of the CC and only passes on successful cases via the Modifications API. 1

18 If guest updates credit card details, property views it via the Modifications API.

19 If guest doesn t update details or credit card is still invalid, property cancels reservation via Reporting API. XML request for reporting invalid credit card Sample XML response if the conditions fail needs to be displayed on the UI

20 Guest receives an letting them know about the cancelled reservation.

21 User journey: No-show

22 Reporting a no-show Property can mark no-shows within 48 hours starting from day after check-in 21 Aug, 13:00 Guest is supposed to check-in 22 Aug, 00:00 Property can start marking no-show 24 Aug, 00:00 Can t mark no-show after this Extranet behaviour Guest doesn t show up at the property Reporting API behaviour Property marks as no-show via Reporting API on PMS/CM Property chooses the room applicable for the no-show Conditions Property marks as no-show on extranet...similarly for cases reported via PMS/CM Guest receives asking for confirmation of no-show It s a free cancellation. Commission waived by Booking.com It s a non-refundable reservation. Property waives cancellation fees. Reports via Reporting API. Commission waived by Booking.com after confirming with guest It s a non-refundable reservation. Property charges cancellation fee. Commission on cancellation fee charged by Booking.com

23 Step 1.A: Property marks reservation as no-show with an option to let us know in case the no-show fee is waived.

24 Step 1.B: Property marks reservation as no-show with an option to let us know in case the no-show fee is waived XML request for marking no-show Sample XML response if the conditions fail needs to be displayed on the UI

25 Step 2: Property gets a summary message of the no-show. 1 Cancellation fee shown as per property s policy 1

26 Step 3: Property can report invalid credit card even after reporting no-show. XML request for reporting invalid credit card. The subsequent invalid credit card process follows.

27 Step 4: Guest is informed about the reservation being marked as no-show.

28 Step 5: Property can view if/when commission is charged by Booking.com on the extranet. Step 5: In extranet, commission charged to be highlighted in Reservation Tab Commission is only charged in cases where partner does not waive fees and is able to charge valid customer credit card. Scenario Condition Property option Credit card Result Scenario 1 No-show Fees waived - No commission charged Scenario 2 No-show Not waived Invalid No commission charged Scenario 3 No-show Not waived Valid Commission charged

29 User journey: Reservation modification

30 Updating stay dates and prices Guest has checked in and wants to change check-out date of a room It s important for a property to do this so that the correct commission is charged by Booking.com Extranet behaviour Reporting API behaviour Property can modify details via Reporting API on PMS/CM Property modifies the stay date and price on extranet Guest receives confirmation advising on the date/price changes Conditions

31 Property updates reservation dates/prices via the Reporting API. XML request for reporting invalid credit card Sample XML response if the conditions fail needs to be displayed on the UI

32 Getting started with the API 1 Understanding the API in more detail 2 Find the updated SPECs on the Partner Portal here 3 Test the integration using a test property 4 Roll-out to properties Here is an overview of the guest and extranet user journey with tips to design your UI If you already have a payments solution, you can find directions to automate the API here If you ve already implemented the Reporting API, you can see what s changed. Check out our FAQs in the Connectivity Partner Help Centre We d love to hear from you. Please use this Google Form to provide us with feedback. Once the testing is successful, you re ready to roll-out to properties. To support your roll-out, we ll send s to all your properties announcing the launch. Please let your Connectivity Business Partner Manager or the Connectivity Support Team know when you are ready to go live to all properties.

33 Thank you!