Frequently Asked Questions
HRS works with many partners globally to connect corporate clients and hotels.
You can be connected with us directly and using our Hotel Service Portal, via GDS, CRS, or Channel Manager. We will receive any updates automatically.
If you’re using our Hotel Service Portal, most of the sessions will answer your questions. For all other cases, you can skip directly to the “Channel Manager” and “Negotiates Rates” sections below.
Contact us for further assistance or would like to become a hotel partner. Click on the button below, choose “Hotel Partner” from the dropdown list, fill out the form and send.
HOTEL SERVICE PORTAL
It’s the HRS platform where partners who are connected directly with us can manage the hotel information, rates, availability, invoices, retrieve credit card information, and much more.
hotel service portal
Access the Hotel Service Portal and click on “Hotel Data” and “Hotel Data Maintenance”. Click on each block to complete the required information of the 9 building blocks.
The hotel description can be entered on block #2 (General Hotel Information) “Style of hotel and ambience” and other items can be added on “Special features of your hotel”.
Once you have defined the “The hotel location, surroundings and attractions” and “Style of hotel and ambience” they can only be changed by filling the “Change request” form (link available in the tool) and sending it via email to firstname.lastname@example.org. Our team will check and update if approved.
Click on “Hotel Data” and “Photo Service”. Click on “Upload new image” to get started – follow the image guidelines to upload them successfully and choose the area it belongs to. The system will automatically adjust it for better visibility in different formats. You can upload up to 50 photos.
NOTE: The main picture can only be selected after the pictures have been checked and approved. Once they are approved, click on “Edit”, select “Use as hotel list image (new hrs.com)” and click on “Save”.
NOTE: Changes will only be visible in the next business day.
Click on “Hotel-Self Administration Tool – HSA” and “Room Categories”. Click on “Enter new additional room category”, fill out the required information and click “Save”.
Click on “Hotel-Self Administration Tool – HSA”, “Other Prices” and “Breakfast”. Click on “Add Breakfast Type” and fill out the mandatory fields. You will be able to select if the breakfast is included or excluded based on different rates when you set up your rates.
If breakfast is not included in the rate and the payment information was collected and processed directly at the hotel, you must amend the booking to reflect if the guest had breakfast or not.
After the check-in date, click on “Booking”, “Booking Overview and find the reservation. Click on the “coffee cup” icon, leave it in green if the guest had breakfast and red if not.
You can also choose to do it directly in your invoice via the Online Invoice Portal (check the “Invoice” section below). You will have 7 days to correct the invoice from the time it is added to the portal. Go to the “Invoice” section to learn more.
Click on “Hotel-Self Administration Tool – HSA”, “Rates + Availability” and “Taxes”. Click on “Add Tax Configuration”, select a tax from the dropdown and enter the information regarding the amount or percentage that applies to every case and click “Save”.
Click on “Hotel-Self Administration Tool – HSA” and “Rates + Availability”. Click on the calendar to add or edit rates. Enter the rate validity and it will immediately be applied. If you would like to close availability, click on the number of rooms in green, select the dates and click on “Close-out period”. If you like to open availability, read the session below “Blackout Dates
Click on “Self-Administration Tool – HSA”, hover over “Discounts“
The rate types that allow you to choose to only receive guaranteed bookings with credit card information are “Trade Fair Rate” and “Weekend Rate”.
Login to HSA, click on “HSA – Hotel Self Administration” and “Rates and Availabilities”. Click on the calendar right next to the rate you would like to amend, use the dropdown to change the rate type to TRADE FAIR RATE at the top of the window, go to “Type of Reservation” and use the dropdown to select “Guaranteed bookings with credit card only” and “Save Rate”.
NOTE: If you have already entered blackout dates, checkmark the “keep existing closeout dates in this period” option. Fill out the additional required fields.
You can check the corporate negotiates rates by clicking on “Hotel Self-Administration tool – HSA”, “Rates + Availability”, hover over “Corporate Rates” and click on “Overview of Corporate Rates”. If you have any issues, get in contact with us via email@example.com.
If your hotel manages rates via GDS or CRS our Rate Loading Team will send instructions for you to follow in order to make your corporate negotiated rates available.
Click on Self-Administration Tool – HSA” and “Close Out Dates” to see and manage the calendar. Click on the day of the calendar you would like to manage your availability and fill out the required fields.
Click on “Bookings” and “Booking Overview”. Search by arrival period, booking date, or booking number. After the arrival date, you have the possibility to check and amend the information: If it is an upcoming reservation, click on the “eye” icon to amend, after the arrival date you will see a “pencil” icon to amend or a “trash” icon to delete the reservation.
Only users defined by the General Manager with permission to access the credit card details will be able to access this area. You will receive the payment instructions with the booking confirmation if the reservation requires. Read the instructions carefully and access the Hotel Service Portal to retrieve the full credit card number and CVV.
Click on “Booking Overview” and “Bookings”. Use the filter to find the reservation and click on the “eye” or “pencil” icon (depending on if it is an upcoming or past reservation). Log in to access the credit card information.
NOTE: The CVV will only be shown once per PCI Rules and Regulations.
The hotel has the option of making direct contact with the guest via our system. Click on “Booking Overview” and “Bookings” and search for the reservation.
Use the “Chat” icon to open the guest communication panel and fill out the required fields. Informed guests have 48 hours to contact the hotel and update their credit card information.
If you have issues pre-authorizing the informed credit card, guests must be informed in advance. They will have 48 hours to contact the hotel and update their credit card details.
HRS will not accept a cancellation of the reservation without prior contact with the guest.
If a guest does not contact the hotel within 48 hours, send us a cancellation request via firstname.lastname@example.org.
If a credit card is provided in advance for guarantee or payment, check the payment information in advance.
NOTE: Unrealized reservations can not be canceled. If the payment information was collected and processed directly at the hotel, you must amend the booking in case of no-shows.
After the check-in date, click on “Bookings”, “Booking Overview” and find the reservation. Click on the “eye” on the “pencil” icon to edit or “trash” icon to delete.
You can also choose to do it directly in your invoice via the Online Invoice Portal. You will have 7 days to correct the invoice from the time it is added to the portal. Go to the “Invoice” section to learn more.
There is a separate area of the HSA website only related to invoices called the Online Invoice Portal. To access it, get in contact with your local Hotel Solutions Manager via email as it requires a separate login and password.
Click on “Accounting” enter your email address and password. Click on “Dashboard” to access, edit and pay all open invoices. Click on “Details” to amend an invoice or “PDF” to download it. You will have 7 days to correct the invoice from the time it is added to the portal.
Click on Self-Administration Tool – HSA” and “Channel Manager”. Find your channel manager on the list and click on the pencil icon to mark it as your channel manager. By doing this, you are accepting the participation conditions stated on the page. If you would like to remove any channel managers, simply click on the trash icon and click on “Revoke”.
Interested in finding out more?