Hotel Partner
Frequently Asked Questions
FAQ
Overview
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.
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 hotel-descriptions@hrs.com. 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 ratecomplaint@hrs.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 cancel@hrs.com.
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”.
Click on “HSA – Hotel Self Administration”, you will se the overview “Rates and Availabilities”. Select the rates in the calendar you would like to change, and select the date (or multiple dates from-to) you would like to change. Change the rate type to TRADE FAIR RATE. If you have already entered blocked dates, please retain the “keep existing close out dates in this period. Please select the valid dates and the possible arrival days and define the minimum stay duration (bookable for single nights or minimum stay of XXX nights). In the lower part of the overview please select your preferrd cancellation policy. In case you use the service of a channel manager, please inform your channel manager that you have changed the rate type into(in case you did), so the mapping can be updated.
Adding a room category to your HRS extranet is a simple process. Follow these steps:
1. Log in: Visit the Hotel Service Portal at www.hrs.com/hotelservice and log in using your HRS hotel number, password, and username (usually your name or initials).
2. Access Self-Administration: Once logged in, select the Hotel Self-Administration application.
3. Navigate to Additional Categories: Click on “Additional Categories” and choose “Add New Additional Category.”
4. Specify Category and Surcharge: Select the category you wish to add and set the surcharge for single or double occupancy.
5. Manage Availability: Decide if you want to manage the availability for this category separately or link it to the availability of the standard category.
6. Channel Manager Integration (If Applicable): If you’re connected to HRS through a channel manager, coordinate with your partner to map the new room category.
Remember:
You can establish a maximum of three additional room categories with independent availability. The budget room category is excluded from this limit.
For any further queries or assistance, feel free to contact us.
For more detailed instructions, refer to the attached user manual.
Opening availability on your HRS extranet is a simple process. Follow these steps:
1.Log in: Visit the Hotel Service Portal at www.hrs.com/hotelservice and log in using your HRS hotel number, password, and username (usually your name or initials).
2.Access Self-Administration: Once logged in, select the Hotel Self-Administration application.
3.Navigate to Availability: Click on “Availability” and choose the option to manage availability.
4.Select Dates: Specify the dates for which you want to open availability.
5.Set Inventory: Set the inventory for each room type available on those dates.
6.Save Changes: Save your changes to update availability.
Remember:
Ensure to update availability regularly to reflect accurate room availability.
For further assistance or queries, feel free to reach out to us.
Refer to the user manual for detailed instructions.
How to amend Breakfast information
Please visit the Hotel Service Portal: www.hrs.com/hotelservice, log in with your HRS hotel number, password and your username (name or initials of the person who log in).
Select “Hotel Self Administration tool (HSA)” application, and “logon”
Click on the “Other Prices” tab and select “Breakfast”
Click on the pencil at the end of each year and modify as required,
Remember to save the data.
For every room rate where breakfast is not included, we ask you to provide the current breakfast type and price per person at your property. Breakfast information is displayed on the customer booking confirmation and must be honored.
For any further questions please do not hesitate to contact us.
Select the “Self-Administration Tool – HSA” and “Corporate Rates”. Click now on “Overview of Corporate Rates” for NCR or on “Corporate Club Rate” for CCR. Here you find all the loaded conditions for your NCR/CCR.
Please contact our accounting department via E-Mail collection@hrs.com
Please contact our accounting department via E-Mail collection@hrs.com
Please visit the Hotel Service Portal: www.hrs.com/hotelservice, log in with your HRS hotel number, password and your username (name or initials of the person who log in).
Under “Booking Overview” Proceed to “Bookings”
Search by arrival date, booking date or booking number.
Next to the eye icon click on the speech bubble icon and select a reason for contacting the customer
A failed message will mark the speech bubble icon red. You will have to contact our customer call center and an agent will be happy to communicate your message to the customer on your behalf. Please call +44 (0) 20 8846 0640 Press Option 1
NB you will have to check booking overview regularly as you will not get a separate email notification that a traveller response has been received. Once you receive a customer response the speech bubble icon will pop up green.
For any further questions please do not hesitate to contact us.
Retrieving data. Wait a few seconds and try to cut or copy again.
Please check the HRS Booking Overview tool, for information on past, existing an future bookings.
Changes or cancellations (in case of no show) are possible the next following day after arrival and by the end of the month of departure date (e.g. check- out on 22nd December, changes or cancellation possible until 31st December).
Please visit the Hotel Service Portal: www.hrs.com/hotelservice, log in with your HRS hotel number, password and your username (name or initials of the person who log in).
Click “Booking Overview” application then select “Your bookings at a glance”
Enter the process number or the arrival date to look up a specific reservation;
If you want to cancel entire booking click on “trashcan” icon;
If you want to cancel one or more nights or modify booking details, click the “pencil” icon.
“Please visit the Hotel Service Portal: www.hrs.com/hotelservice, log in with your HRS hotel number, password and your username (name or initials of the person who log in).
* * *
Hotel number: xxxxx
Password: xxxx
Username: (name or initials of the person who logs in)
* * *
For any further questions please do not hesitate to contact us. “
To select a new main picture for your hotel, please log into “Photoservice” as follows: Choose “Hotel Data” in the HRS Extranet and select “Photoservice”. Click on the “Edit” button on the right side of the respetive photo, an overview will appear immediately. Select “Use as hotel list image” and save the amendement. The new photo will be displayed online as main picture within 48 hours. In case of any Issue, please contact photo@hrs.com
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