Frequently Asked Questions
We have tried to outline some of the potential problems that might arise for Travel Agents when searching for our properties in the GDS and suggested some solutions to these problems. We will continue to add problems and solutions to this page so that it becomes a comprehensive guide for Travel Agents however if we do not address your issue below please do not hesitate to contact our Distribution Manager, Julie Garrett at email@example.com
1. Why am I sometimes unable to find hotels that I am searching for in the GDS?
Sometime travel agents are unable to find hotels in the GDS. The actual messages displayed to indicate this can differ - in Sabre it can be displayed as "Please Return Alternate Dates"; in Amadeus the property shows as closed; in Galileo and Worldspan the message reads " Hotel Not Available".
In all instances this indicates that the hotel does not have any availability for the dates that you have selected. It is not a problem with the system or connectivity or rate loading, it is simply the case that the hotel is full for the selected dates and/or room types/rates. In this situation please select alternative dates.
2. Why am I unable to view rates?
Following a cutover to a new chain code there are several reasons why rates may not be displayed. The most common reason is that in Sabre the HST Table needs to be refreshed by the IT department of the agency. In 95% of cases this will resolve the problem. There are however also instances of PCC codes not being loaded or being loaded incorrectly. In this situation our GDS Helpdesk will help resolve the situation immediately. Please e-mail firstname.lastname@example.org to highlight the problem to our team and we will work on rectifying this asap.
3. Why am I unable to get a confirmation of a recent booking. Often I receive a message such as "Pending Unconfirmed Segment". What does this mean?
During a cutover to a new chain code the link between the CRS/Switch/GDS goes down temporarily. This may only be for 15 minutes but during this time travel agents may receive the message "Pending Unconfirmed Segment" on the GDS. Travel agents are still able to book offline using the back up database during this time but may be required to wait for final confirmation of bookings. The GDS databases are updated frequently, depending on the property/chain. For Galileo, the database is backed up every 24 hours therefore the information in the database is very current. If however travel agents prefer to check live availability please do not hesitate to contact any of our voice offices, a list of all toll free numbers are under the "How to book via Voice" section of this site.
4. Why am I sometimes unable to cancel or change a reservation in the GDS?
In most cases, the rate policies set by the hotel restrict the modification of some rates for example when deposits are involved. Some GDS's will not allow you to "modify" as a result but you may still be able to "cancel and rebook" in the GDS. Please check the policies attached to the rate to find out whether this may be possible.
5. What is the booking format for the new Rocco Forte Hotels chain code" "FC"?
Unfortunately we are unable to provide travel agents with this information as we have no access to the booking formats in your GDS. The best procedure for this type of question is to call your GDS Account Manager and ask them to confirm the new booking format for the FC chain code.
6. I have a problem.... who do I tell.... and what information will I be asked to provide?
If you have any problems please contact our GDS Helpdesk which is based in Orlando on 1-800-554-5713. The office is open Monday to Friday from 8 am until 7 pm Eastern Standard Time or you may contact us via e-mail on email@example.com
To help us resolved your issues as quickly as possible please give us the following information:
- The name of the GDS that you use
- Your Agency IATA no. (for security)
- The PCC Code for rate access/viewership
- The Rate Schedule
7. I don't know/remember what your new chain code is. Will I still be able to find your hotels?
Yes, the chain code is simply an identifier in the GDS. Our hotels can still be found in the GDS if you search by property name, by brand, by location, by facilities, by star grading and all of the other usual ways in which you may search for properties.