Cancellation of bookings. A booking from a broker should never be cancelled. If the client asks to cancel a broker's reservation, the client must contact the broker to request the cancellation. The only exception is when it is a no-show. In that case the “no-show” option is chosen as the reason for cancellation.
Situations that represent a no-show:
- The client does not show up, does not contact you and does not answer your calls to notify you of the delay or any change and the grace period you have informed the broker has expired.
- The client shows up, but does not have the required documentation, for example: driver's license, passport or document, or whatever you have informed him/her as mandatory to be able to pick up the car.
In all these cases we recommend, in addition to marking the reservation as cancelled as a no-show, that you use the history tab and enter the necessary comments to have a record of what happened.
Test bookings. If you have doubts about whether a booking is a test or not, you can ask us. Sometimes brokers or even us may forget to cancel test bookings.
Commercial agreements. As a rule, we urge you not to edit commercial agreements. The only two exceptions are the rate selection field and the price modifier.
Fleet. Do not delete models. If necessary, we prefer you mark them as not active. In case of making changes or creating models or categories, always notify so that the API information is the same.
Update the API information. Inform the integrations team whenever there are modifications in the general conditions, branches, fleet or additional, to ensure the correct information in the API and consequently to the brokers.
Inconsistencies between customer’s voucher and the information you see in Rently. It can happen that despite thoughtful testing, errors happen. In addition, sometimes clients do not know how to correctly interpret the data provided by the broker in the voucher. If there is any inconsistency, we recommend that you do not resist what the client tells you if it corresponds to the voucher, hand over the car, take a picture of the voucher or the proof that the client might show and immediately send an email with all this information to integrations@rentlysoft.com . The integrations team will resolve the case before the date of return of the car. Consider that, if the delivery and return occur within the same weekend, this might not be possible.
Adding items at the counter in prepaid reservations. By default, when you have a reservation with a commercial agreement, the payer of a new price item will be the customer. This must be respected since what is added over the counter depends on the client and the broker does not intervene.
This will happen only when you have not selected "Updating of reservations with price for the total of days" in the General Configuration", "Booking update strategy" section.
Use of bookings. Brokers usually do not pay any type of concept in case of no-shows (check the contract you signed with the broker what it says about it). If the bookings are marked as no-shows, the system allows you to charge a value. This value is general for all no-show bookings. Broker bookings have a no-show cost, it is the broker who defines it and charges it in general.
The no-show item cannot be eliminated today. If the booking is reactivated, the no-show cancellation item cannot be deleted either.
Gathering important information. Brokers may receive many inquiries about whether a client took a reservation and sometimes ask for the contracts signed by the client to verify the use of the booking. Always have the contract signed by the client for these cases. Enter all the real information of the booking (payments, additionals and any kind of comments). Also, upload all documentation (proof of payment or refund, signed contracts, among others) in the files and comments of the reservation in Rently. Bookings have a tab called ”history” where you can dump all the information you need to not forget, as a comment.
Customer information. Customer information is sensitive information for brokers. In most cases, brokers choose not to share the client's real email or phone number. This is due to data protection policies of the different agencies we work with. Please understand that this is the way the industry is commonly handled. Regarding flight numbers, many times clients choose not to complete this field when creating the reservation, for various reasons. If additional information is needed from a client, you should contact the broker in advance so that the broker has time to answer you.