FAQs - Claims from Travel Agents

Claim definition:

A claim stands for all incidents that can occur with a booking which have to be solved promptly or in due course to ensure customers satisfaction.
Incidents are for example bookings which are „pretended“ not to be received by the hotel, overbookings as a result of wrong inventory management of the hotel or if a guest is complaining about the received services in the booked property (bad quality, wrong rate etc.).

Claim procedures:

• Each claim which is forwarded from Bookassist GDS to your hotel by email has to be acknowledged by you immediately!

• Claims for passed bookings have to be solved within a maximum of 5 working days.

• Claims for future bookings have to be solved within 24 hours.

• Claims for the same day have to be solved within 2 hours.

• In case of a claim, an official statement, explanation and/or apology letter from your hotel is required.

  This letter must be printed on hotels paper and signed by the hotel manager or its representative. Bookassist GDS can not accepted any lame excuses as it is clearly agreed in the contracts that confirmed bookings have to be honoured as booked.

In case of non respect of these standards, Bookassist GDS reserves the right to disconnect your hotel from the different electronic distribution channels with immediate effect to reduce the damage and the bad reputation caused by representing hotels which are not cooperative.

To always control the sources of your reservations coming in, you can identify them with the first 3 letters of the reservation number in the CRS. Here are some of the most important, and you will know from which source the reservation is coming:

AMA = Amadeus
SAB = Sabre
GAL = Galileo
WSP = Worldspan
PEG = Pegasus/DHISCO