SWISS-REZ Distribution Manual

Contents
1. INTRODUCTION ................................................................................................... 3
2. DISTRIBUTION LANDSCAPE ........................................................................ 3
2.1 GDS (GLOBAL DISTRIBUTION SYSTEM) ..................................................... 3
2.1.1 DESCRIPTION ................................................................................................... 3
2.1.2 RULES ................................................................................................................... 4
2.2. SWISS-FLEX (Online Booking Engine) ....................................................... 4
2.2.1 DESCRIPTION .................................................................................................... 4
2.2.2 RULES .................................................................................................................. 5
2.3. DIRECT CONNECTION (CONNECT TO ONLINE TRAVEL AGENTS
AND ONLINE TOUR OPERATORS) .......................................................................... 5
2.3.1 DESCRIPTION .................................................................................................... 5
2.3.2 RULES ................................................................................................................... 5
3. POLICIES ................................................................................................................. 6
3.1 GENERAL .................................................................................................................. 6
3.2 HOTEL TAX POLICY .............................................................................................. 7
3.3 PAYMENT METHODS ............................................................................................ 7
3.4 CANCELLATION & DEPOSIT POLICY ............................................................. 8
3.5 COMMISSION POLICY ....................................................................................... 11
4. ROOM CATEGORIES & ROOM TYPES ..................................................... 11
4.1 RULES ..................................................................................................................... 13
5. RATE CATEGORIES/ CONFIGURATION ................................................ 13
5.1 RULES ..................................................................................................................... 15
6. CREATING SEASONS & PRICING ............................................................. 15
6.1 RULES ..................................................................................................................... 16
7. RATES/ ROOM ORDER ................................................................................... 17
7.1 RULES ..................................................................................................................... 17
8. PACKAGES ............................................................................................................. 18
8.1 RULES ..................................................................................................................... 18
9. STAY RESTRICTIONS ...................................................................................... 19
9.1 RULES ..................................................................................................................... 20

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10. MANAGE ROOM INVENTORY ................................................................... 21
10.1 RULES ................................................................................................................... 21
11. AVAILABILITY VIEW ................................................................................... 21
12. VIEW RESERVATIONS ................................................................................. 21
12.1 RULES ................................................................................................................... 22
13. SWISS-PMS INTERFACE ............................................................................ 23

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 1. INTRODUCTION
The objective of the SWISS-REZ Distribution Manual is to enable the hotels to
effectively and efficiently make use of the Swiss International Central
Reservation System in order to maximize financial results.

In order to take full advantage of the system, the hotel is required to provide
last room availability to SWISS-REZ and to connect all electronic reservation
channels to the System.

2. DISTRIBUTION LANDSCAPE

GDS & IDS OTAs

(Sabre, (Expedia,
Amadeus, Booking.com,
SWISS-FLEX
Galileo, Agoda)
Online Booking Engine
Worldspan)

SWISS-REZ

SWISS-PMS

HOTEL

2.1 GDS (GLOBAL DISTRIBUTION SYSTEM)

2.1.1 DESCRIPTION

Global Distribution System (GDS) is a network that enables automated

transactions between Swiss International and Booking platforms.
GDS links rates and bookings across the channels of Sabre, Amadeus, Galileo,
Worldspan & certain online travel agents (IDS).

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 Primary customers of GDS are travel agents & corporates, both online (IDS)
and office based, to make and manage reservations.
It is important to note that GDS holds no inventory, therefore all reservations
are real-time. For example, when a travel agency requests a reservation of a
particular hotel, the GDS system routes the request to the appropriate
hotel. This enables a travel agent to choose and book this hotel from any
worldwide location.
In order to reach GDS platforms, SWISS-REZ indicates the fields with a cross
(). All information updated in these fields has to be communicated to the
Distribution team to be mapped to the GDS platforms.

2.1.2 RULES

All Swiss International Hotels & Resorts have to be connected to the GDS
(Sabre, Amadeus, Galileo, Worldspan) through SWISS-REZ.
All amendments done on SWISS-REZ done for the GDS channels have to be
communicated to the International Service Center so that these can be
mapped to the GDS.
A minimum of 8% and no more than 20% commission is to be given to Travel
Agencies booking through the GDS.
All GDS bookings should be registered separately on the daily and monthly
revenue report to ensure efficient tracking and monitoring the trends.
Unless advised by the booker/ customer, all GDS bookings are to be charged
by the hotel directly from the credit card details specified on the booking
confirmations.

2.2. SWISS-FLEX (Online Booking Engine)

2.2.1 DESCRIPTION

SWISS-FLEX is our state of the art online booking engine which generates
and support reservations through the Internet.
It helps our customers to book and confirm their rooms, packages and
services online.
The availability of rooms and rates are real-time therefore allowing the
customers the flexibility to book and manage their stay.

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 2.2.2 RULES

All Swiss International Hotels & Resorts have to be connected to SWISS-FLEX

through SWISS-REZ.
Room and rates policies and descriptions have to be clearly provided and
available on SWISS-REZ.
All SWISS-FLEX bookings should be registered separately on the daily and
monthly revenue report to ensure efficient tracking and monitoring the trends.
Unless advised by the booker/ customer, all SWISS-FLEX bookings are to be
charged by the hotel directly from the credit card details specified on the
booking confirmations.
The hotel has to ensure that all room and rate, image parity is respected.
SWISS-FLEX has to offer the same or lower rates to that of the other online
booking sites.

2.3. DIRECT CONNECTION (CONNECT TO ONLINE TRAVEL AGENTS

AND ONLINE TOUR OPERATORS)

2.3.1 DESCRIPTION

Direct connections provide an interface between the hotel and the OTA
booking websites such as Hotels.com, Expedia, Booking.com, Agoda and
others.
The integration provides a simple streamlined process for all distribution
updates so that our hotels can minimize errors and labor costs for channel
management.
One of the true key benefits of a direct connect is speed to market. Real-time
rates reach the market and are up for sale in the fastest and most accurate
method possible.

2.3.2 RULES

All Swiss International Hotels & Resorts have to be connected to all available
Online Travel Agencies and Tour Operators through SWISS-REZ.
The hotel has to ensure that all descriptions, including the hotel description,
the room description, rate descriptions are up to date.
The hotel has to ensure that the best quality and up to date images of the
hotel are available to all Online Travel Agencies and Tour Operators.
All Online Travel Agencies and Tour Operators bookings should be registered
separately on the daily and monthly revenue report to ensure efficient
tracking and monitoring the trends.

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 Unless advised by the booker/ customer, all bookings from the Online Travel
Agencies and Tour Operators are to be charged by the hotel directly from the
credit card details specified on the booking confirmations.
The hotel has to ensure that all room, rate, image parity is respected for all
Online Travel Agencies and Tour Operator.

3. POLICIES
Very, Very Important: Ensure that correct policies are implemented
and that full credit card details (including CVV codes) are registered
and safeguarded upon booking confirmation.

3.1 GENERAL

The hotel has to set up comprehensive default policies applicable to the hotel.
Default policies should be lenient so as not to lose bookings. Stricter policies
can be implemented on Rate Level, based on the requirements.

Local policies (Set Up > Property >Policies > Local Policies)

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 3.2 HOTEL TAX POLICY

Tax added here will be automatically added to the rates loaded on SWISS-
REZ.
It is recommended to load all rates inclusive of taxes

Taxes (Set Up > Property >Policies > Local Policies)

3.3 PAYMENT METHODS

Very, Very Important: Ensure that correct policies are implemented

and that full credit card details (including CVV codes) are registered
and safeguarded upon booking confirmation.

The hotel can choose the payment methods accepted for reservations booked
via SWISS-REZ.
Note that for money transfer type payments, the hotel will have to follow up
on the payment.
We recommend using only credit cards and bank cards for payment.
Major Credit card codes are: AX, VI, DC & MC

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 3.4 CANCELLATION & DEPOSIT POLICY

Very, Very Important: Ensure that correct policies are implemented

and that full credit card details (including CVV codes) are registered
and safeguarded upon booking confirmation.

The hotel is required to have a Deposit & Reservation policy (D & R

policy)which includes the cancellation and the guarantee policy linked to the
reservation.
There should be at least 3 cancellation policies implemented which will be
assigned to the rates as desired:

1. Cancellation allowed until 6pm of the day of arrival

2. Cancellation allowed until 48hrs before arrival (default cancellation

policy and must be the same as what loaded under Local Policies)

3. Fully Prepaid and Non Refundable

The guarantee policies needs to be All reservations require credit card
guarantee (default guarantee policy and should be the same as what loaded
under Local Policies). The hotel needs to put a trace to charge 1 night to the
credit card on the day that the customer cannot cancel anymore. Therefore if
a customer made a booking on the 5th of May to come and stay on the 10th
of May and the cancellation policy is Free cancellation allowed until 48hrs
prior to arrival, the hotel has to charge the credit card for 1 night on the 8th

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 of May.
If any other guarantee is implemented under this section, the hotel will have
to follow up with payment.
All Reservations channeled through SWISS-REZ are governed by the hotel's
Deposit & Rate policy and by the below:

A. Swiss International will only accept a cancellation if such is

made through the channel the booking was made. In the case that the
guest is canceling his reservation direct with the hotel, the hotel will
immediately contact the booker who made the reservation advising of
the cancellation and ensure that the booking is cancelled in SWISS-
REZ. Failure to do so will result in a regular reservation commission
charge.

B. In the case of a no show, the Hotel is expected to charge the first

night to the guest.

C. The Hotel may advise Swiss International of the occurrence and the
reservation commission will apply to the first night only.

D. The Hotel is expected to keep records of all reservation cancellations

including the cancelled reason.

Cancellation Policies (Set Up > Property >Policies > Cancellation

Policies)

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 Guarantee Policies (Set Up > Property >Policies > Guarantee Policies)

EXAMPLE OF D & C POLICY:

(i)

(ii)

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 3.5 COMMISSION POLICY

The hotel can apply a minimum of 8% commission and a maximum of 20%

to Travel Agencies based on the market requirements. Contact the
Distribution team to learn of the market commission requirement.
The hotel is required to participate in the Swiss International Commission
Payment Program SWISS-PAY.

Commission Policies (Set Up > Property >Policies > Commission

Policies)

4. ROOM CATEGORIES & ROOM TYPES

Creating room categories is mainly to assist hotels to manage a group of
rooms based on their categories. Hence if the Club rooms consist of Club
Room City View and Club Room Sea View, the hotel can create a Room
Category Club room for these room types and Set Room Category Restrictions
as required.
All the room types available at the hotel must be entered in the system.
The default short description must be concise and attractive to the booker.
The long description should give more details of the room type, the view, the
design, the size the room specific amenities, facilities and services.
Each room type picture & description should be different to justify the
difference in prices of each room type
Kindly note that any changes to room types and room categories have to be

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 communicated to the Distribution team.

Room Categories (Set Up > Rooms >Room Categories)

Room Types (Set Up > Rooms >Room Types)

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 4.1 RULES

1. Always ensure that the Description is also up to date. This can be found at the
top of the pages and reviewing descriptions for the different channels.

2. Any updates have to be communicated to the Distribution team in order to be

available to the GDS bookers.
3. Always add the best quality, clear and clean room images. Each room type
images should be unique to the room type.

4. Always assign a room view

5. Once the Distribution team has loaded your room types on GDS, it is
recommended that you verify that the room type translates into GDS language.
This can be done on Set Up > Channels > GDS Room Translations

5. RATE CATEGORIES/ CONFIGURATION

Creating rate categories is mainly to assist hotels to manage a group of rates

based on their categories. Hence if the Standard Rates consist of Best
Available and Rack Rates, the hotel can create a Standard Rates Category for
these rates and Set Rate Category Restrictions as required.
All rates, special offers and promotions must be entered in SWISS-REZ.
The rate names should attractive and appeal to bookers. We recommend
simple rate names such as Early Bird, Best Available Rates, Stay
Longer and Pay Less, Breakfast Inclusive Rates, etc
The default short description must be concise and attractive to the bookers.
This should include brief information of the rates and its inclusions.
The default long description should be give all the information regarding the
rates and its inclusions. This description should be attractive to customers
and should make the customers understand the justification for booking the
rates.
All Rate Restrictions should be applied under the Stay Restriction tab (Manage
> Availability >Stay Restrictions)
Kindly note that any amendments done on the rates have to be
communicated to the Distribution team.

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 Rate Categories (Set Up > Rates >Rate Categories)

Rate Configuration (Set Up > Rates >Rate Configuration)

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 5.1 RULES

1. Always ensure that the descriptions to all the selling channels are also updated.
This can be found at the top of the pages under Description tab.

2. Set the Rate Attributes and ensure that the rates are Active.

3. All Consortia and Corporate rates should be set as Negotiated.

4. All Public Rates are commissionable to entice non contracted agencies to book
via GDS.

5. Surpress Rates applies to rates offered to OTAs via a Direct Connection.

Contact the Distribution team for further information if required.

6. Always Select the room types for which the rates are applicable.

7. Always Select the Channels for which the rates are applicable.

8. Set Derived Rates if applicable.

9. Always set a guarantee and cancellation policy. If commissionable rates also
adhere to set a commission policy. Select the dates and apply the
corresponding policies.

10. Attach the corresponding reservation letters.

11. The hotel will never directly or indirectly undercut any rate made
available in SWISS-REZ to any other hotel referral system or through
any of its own channels.

6. CREATING SEASONS & PRICING

Once saved and to complete the rate configuration, add the season and
pricing. This can be selected (Manage Pricing) at the top of page. Note that
rates will not be available unless the seasons are created.
Always enter the seasons name and season dates.
The hotel has to enter rates for the single, double additional adult and
additional child where applicable.
The hotel has to always verify the availability of the rates on different
channels, once loaded. This can be done on Manage >Availability >
Availability View

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 Once the Distribution team has loaded your rates on GDS, the hotel has to
verify that the rate translates into GDS algorithm. This can be done on Set Up
> Channels > GDS Rate Translations

6.1 RULES

1. Always ensure that seasons are created for the length of period that the rate is
available.

2. Ensure that the Season Name corresponds to the Start and End Date of the
season.

3. Ensure that the Single and additional rates are updated where applicable.

4. The seasons have to be always in parity with what is offered to other booker
sites.

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 7. RATES/ ROOM ORDER

When your rooms and rates are created in SWISS-REZ you have to create the
order of display of these products. All channels have to display the rooms and
rates starting from low to high.
Always use sort method as Rate/ Room
Always verify that the order is correct (starting from low to high) by verifying
on SWISS-FLEX (online booking engine) or ask the Distribution team to
organize GDS print screens for you. Kindly note that on the Direct Connection
channels, room/ rate order is not required as the OTAs will always arrange
their room and rate order automatically from low to high.

Rates/ Room Order (Set Up > Channels > Product Assignment)

7.1 RULES

1. The hotel has to verify the room/ rate order each time a new rate is
implemented.

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 2. The room/ rate order is always from low to high. The Distribution team
reserves the right to make the changes should they find that there is a
discrepancy in the room/ rate order.

8. PACKAGES

The package section is where hotels will add the enhancements whereby the
guests can build a package for their stay based on their requirement.
All hotels will implement the enhancements; airport transfers, breakfast
and/or dinner (where applicable), welcoming gift, bottle of wine and/or
Champagne, and others where applicable.
Always verify that the description is correct. This can be viewed on the
Description tab at the top of the page.
Always select Display Original At Booking
Be sure to select the days on which this enhancement is applicable for (for
example if adding a special dinner as enhancement, then you have to select
only days that the restaurant is open)
A minimum of 2 days lead period has to be applied so that the hotel can
organize for the booked enhancements well in advance.
Ensure that the enhancements are Available On Arrival and Available On
Departure
Tax Included, Charge Type and the Frequency that the enhancement can be
booked have to be specified.
Always view that the enhancements are correctly loaded. You can view this on
your booking engine while making a test booking.
Always Sort the Packages with the welcome transfer and amenities first. This
can be done by selecting Sort Packages at the top of the page.

8.1 RULES

1. All hotels have to offer enhancements made available on SWISS-REZ

2. The hotel is responsible to verify correct pricing and that taxes are correctly
added.

3. Once a booking with an enhancement is received, the hotel reservations team

has to ensure that the relevant department is aware and has booked the services.

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 4. The enhancements have to monitored and reported in order to understand
their effectiveness and price strategy.

Packages (Set Up > Packages >Package Set Up)

9. STAY RESTRICTIONS

Here you can set restrictions on the Hotel level, Room Category level, Room
Type level, Rate Category level, Rate Type level.
You can also set a stay restriction for several products by using the Product
Level Stay Controls.
The Stay Controls that can be applied are:

1. Minimum and Maximum Length of Stay

2. Closing
3. No Arrival
4. Sell Limit
5. Minimum and Maximum Lead Days (for early bookings or last minute
rates)
6. Inventory Sell limit

Ensure that the correct dates that the restriction should apply are selected.

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 Always Select Channel specific and apply the restrictions to the relevant
channels.
Specific days of the week, product (room type, rate category, rate type, etc)
have to be selected to apply the restriction.
Assign the relevant Stay Controls (whether Closed, No Arrival, Sell Limit,
etc...)

Manage and Create Stay Restrictions (Manage > Availability >Stay

Restrictions)

9.1 RULES

1. Note that any Restrictions has to be applied on this tab.

2. The hotel is responsible to verify that restrictions set are. This can be done by
going to Manage > Availability >Availability View

3. All restrictions set have to be in parity with what implemented on other

booking sites.

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 10. MANAGE ROOM INVENTORY

Manage Room Inventory (Manage > Availability >Room Inventory)

Here is where the rooms to sell on a daily basis are managed. Making
changes to the hotels inventory can be done by selecting the dates. Either by
entering the number of rooms for each room type in the grids or selecting the
Room Type from the left to make the change in inventory for a period longer
than 7 days.
Note that changing the inventory to zero (0) on any date, does not guarantee
that there is no room available. To close and secure non availability dates,
ensure to Close Out on the Stay Restrictions tab (Manage > Availability
>Stay Restrictions)

10.1 RULES

1. The hotel is responsible to verify that the inventory updates are implemented.

2. All room inventories set have to be in parity with what implemented on other
booking sites.

11. AVAILABILITY VIEW

Here is where the rooms and rates displayed on the different channels can be
viewed. This is a basic display. When making availability checks each channel
has to be viewed individually.

Availability View (Manage > Availability >Availability View)

12. VIEW RESERVATIONS

Very, Very Important: Ensure that correct policies are implemented

and that full credit card details (including CVV codes) are registered
and safeguarded upon booking confirmation.

On this tab you can select how you would like to view the reservations,
whether by New Reservations, Search Reservations or Credit Card Summary.
The CVV codes can be viewed only once. Ensure that new reservations are
printed on the first opening or that the credit card details are noted
immediately.

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 12.1 RULES

1. All New reservations have to viewed immediately and ensure that it is printed
to safeguard credit card details including the CVV number.
2. Only the hotel reservations team is allowed to view the new reservations.

3. All details of the reservation should be kept confidential and remain property
of the hotel and Swiss International.

4. The hotel has to keep records of confirmed reservations including the

customer profiles, cancellations including cancelled reasons.

View Reservations (Manage > Reservations)

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 13. SWISS-PMS INTERFACE

All Swiss International Hotels & Resorts must have SWISS-PMS interfaced
with SWISS-REZ.
SWISS REZ is fully integrated with SWISS-PMS (Property Management
System), allowing real-time propagation of rooms, rates and customer
profiles to SWISS-PMS.
The interface is always a 2 way interface which allows SWISS-REZ to push
rates/ reservations and customer profiles through to SWISS-PMS and also
amendments done on the rates/ reservations and customer profiles in the
SWISS-PMS to be pushed through to in SWISS-REZ.
The interface effectively reduces labour costs and time required to manually
insert bookings into the PMS.

Contact the Distribution team should you wish to have more information.

All Rate types codes, Room Type Codes have to the same on both SWISS-
REZ and the PMS for integration.

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