Sales Guide and FAQs

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1 Sales Guide and FAQs

2 ABOUT SINGLESCRUISE: HIGHLIGHTS AND SELLING ADVICE Selling a SinglesCruise is significantly different than selling an ordinary cruise because a SinglesCruise is an entirely different experience: Every group is hosted and has a comprehensive schedule of activities and events. We make it clear that we re much more than just a group of single people that happen to be traveling on a specific cruise. We have private and exclusive activities, parties and events all designed to get our group socializing. We dine as a group but allow for our guests to table hop each night, with the exception of the first on that night we assign tables in order to ensure an even mix of ladies and gentlemen at each. We do not allow any discounting 1. Customers can easily see the difference between our price and the Cruise Lines price and we make no apology for that. We make it clear that we re much more than just a group of single people that happen to be traveling on a specific cruise. We have private activities, parties and events all designed to get our group socializing. Oh, and crashers will be caught! Another key difference is that we don t sell by Cabin Category rather we sell by Cabin Type (Interior, Oceanview, or Balcony). If a client asks for a specific category within the type, then we will see what the availability and price looks like and can then fulfill that with our markup added. In the event of a specific cabin request, we do NOT offer roommate matching that s only an option with our advertised prices. For those singles that are interested, we offer roommate matching and guarantee their double occupancy based price, even if we can t fill the other berth. There are conditions and exclusions and these can be found the FAQ section of this document. It s possible (in fact, likely) that two roommate-matched people will end up paying a different rate if they booked at a different time... and in the case of SinglesCruise, it s almost always the earliest bookers that get the best price. When the client wants a cabin type or category we don t offer in the group, OR if they have Loyalty Status with the cruise line and want to book under their status to get an upgrade, then we add $20.00 per person, per day to the FIT rate. Further, the client MUST either book this as a single OR bring their own cabin mate (double occupancy), as we will not locate a roommate for them. We do require each guest s direct address so that we can keep them informed of the activities, themes, packing instructions and timing that s unique to each group. But we will never cut you out of commission when a client you book with us re-books directly! In fact, we will pay the full commission on all future bookings from any guest you bring us, even if they don t mention your agency. 1 Rebating is STRICTLY prohibited. The only discounts allowed are earned or loyalty, such as Single Star, etc. This is explained elsewhere in this document. 2

3 We do offer some add-ons such as pre and post-cruise hotels, but they are non-commissionable. As these add-ons become available for each departure, we send s directly to our guests with the prices and booking instructions. Remember, once you bring a customer to SinglesCruise.com, we will continue to pay you commission on any future cruises they book even if they book direct and even if they don t tell us you re their agent! FINDING THE CURRENT RATES Bookmarking the SinglesCruise.com website, or even individual pages for each sailing, will let you see the prevailing price we re currently advertising, and likely is what the client has seen. Rates do change so it s important that if you re promoting any price points, you re clear that they were accurate as of the date of publication and may change. KEY POINTS: All Web Prices are fully inclusive of NCF, Government Fees and Taxes. Also note that we don t specify category rather, type such as Private Balcony. When the cruise is on Royal Caribbean, we also add the Prepaid Gratuities to the price. Commission is paid on the portion of the price after NCFs, Government Fees and Taxes have been deducted from that price. When we display Call for Pricing on the website, it may mean that we have limited space available and you must call in to check. DISCOUNTS: WHAT KIND AND HOW MUCH? We have several discount programs to reward customers that have sailed with us. These discounts are applied to the cruise fare and therefore will lower the commissionable amount. The available discounts are as follows: Discount Name Amount Description Onboard Booking $50 Reservation must be booked with SinglesCruise no later than seven days after current sailing returns. Not applicable to sailings less than six nights. SinglesStar $50 Applies to sixth Singles Cruise sailing and every cruise after to qualify. Refer-a-Friend $25 Applicable only if person being referred has never sailed with us. No limitations. Referring customer must have sailed with SinglesCruise. If two new customers book a cruise, one cannot refer the other. The discount is given to the REFERRING party, NOT the referred (new) guest. Enter the name of the customer who referred new guest in the comment box Facebook $25 Applicable to new customers only and must be mentioned at time of booking 3

4 DEPOSITS AND PAYMENTS A deposit is required in order to confirm a reservation, providing the booking is made prior to our final payment date. SinglesCruise.com accepts two (2) payment types: 1. Check if paying by check, reservation/price is not guaranteed until we receive the check. If a sailing is under final payment we require a registered check or money order. Once we re within 30 days of sailing we only accept credit cards. 2. Major Credit Card American Express, Discover, Diner s Club, MasterCard and Visa. 3. We charge Deposits to our in-house merchant account and these appear on your customers credit card statements as Travel Leaders Group. CANCELLATIONS Because we hold inventory in groups under deposit that are non-refundable, SinglesCruise maintains a strict cancellation policy for all sailings. Each voyage will have a penalty schedule noted on the client s invoice. Below is an example of a typical cancellation policy: ADDITIONAL ITEMS SinglesCruise offers several add-ons to most cruises, including pre- and post-cruise hotel accommodations, private or semi-private shore excursions, and transfers. Hotel and transfer prices are avaiable by phone, and each client will be sent an when these become available for booking. SinglesCruise does not pay commission on these items and we therefore encourage your guests to book directly with us. Remember, once you bring a new customer to SinglesCruise.com, we will continue to pay you commission on any future cruises they book even if they book direct and even if they don t tell us you re their agent! 4

5 FREQUENTLY ASKED QUESTIONS How many people are on this group, and what s the breakdown of men and women? The number one question asked by most customers is how many passengers are booked on a specific sailing, age and gender ratio. Using our point-of-sale system, we can tell you precisely how many are in a group, as well as the breakdown by age and gender just call us at Here s what we re able to see: How do you match roommates? The only criteria we guarantee are same gender. We do our best to match roommates of similar age, but this can never be guaranteed. This complimentary matching service saves our guests money by allowing them to take advantage of the shared (double) occupancy cabin. There are a few critical exceptions where we do NOT provide roommate matching: 1. The guest is a smoker. 2. The cruise is designated for a particular age group (such as 20s and 30s) and the guest is outside that age range. 3. The guest is requesting a special needs modified stateroom, a stateroom we don t have in our inventory, or specialty rate that is not applicable. We generally cut off roommate matching after final payment; however, if the sailing becomes very active, we may continue to accept reservations beyond final. This is especially true with Carnival because we occasionally risk inventory. CCL allows us to hold inventory without names (after final payment) in hopes of adding guests to the group. We are responsible for penalties accessed on any unsold cabins. Cabin/booking numbers are not released to roommates we match until 30 days prior to sailing. We need the flexibility to move guests for better age compatibility and inventory control since we are accepting the risk of not filling a berth and saving customers from paying single supplements. Once our group inventory is depleted we will start a waitlist and try to continue matching roommates, (only if we can fill the entire cabin). 5

6 What happens if you don t find a roommate for me? Will I be charged for single occupancy? Our roommate matching program is guaranteed. SinglesCruise.com accepts this risk and you will not be charged a single occupancy rate even if you sail alone. When will I learn who my roommate is? We do not give out any personal information regarding other passengers due to security reasons. SinglesCruise does not provide any roommate assignment info until roughly 30 days prior to sailing. We do this because we often have a lot of late bookers, and this gives us the opportunity to see our entire guest list and work on compatibility in terms of age. Once we do assign your roommate and cabin number, it is still subject to change, but much less likely. Should your stateroom assignment change after we ve initially communicated it to you, we will call to let you know about this in order to make sure you did not purchase any cruise line shore excursions or anything else that may be affected by making a cabin/booking number change. We will send you an approximately 21 days prior to sailing which will have your cruise line confirmation number, but you may also contact us when you re within 30 days of departure and we should be able to provide that information. What if I don t get along with my assigned roommate? While we have had few situations where this has been a problem, it s generally not the case. However, we can t make any guarantees as to compatibility with the lifestyle or habits of an assigned roommate it is the chance you re taking in exchange for not paying a single supplement or bringing a friend that you re comfortable traveling with. You just don t know what that other person will be like until you meet them onboard the ship. Normally, there is nothing that can be done at that point if you are not happy with your roommate so it s important for all new roommates to come aboard on their best behavior and even discuss some ground rules when you first meet. If you were very unhappy, you could communicate this to your SinglesCruise.com host they may be able to see if there was a no-show in another cabin or some other option where they could possibly do a cabin switch, but it s a last resort and rarely ever possible. What are the ages of the other singles onboard? Most of our cruises are open to singles of all ages 21 years and above with the majority of people somewhere between 35 to 55 years old. Of course, there will be singles younger than 35 as well as over 55, so don t let those statistics stop you! We also offer several unique age specific cruises throughout the year such as our 20s and 30s sailings, and over 40 sailings that are very popular within those age groups. 6

7 What are the average men to women ratios on the singles cruises? Most of our cruises are very close to 50/50, which is what we strive for, but this certainly may vary by cruise. There s a bit of chicken and egg... when the ratio of men on a group is greater, then we find that more women will start to sign up... and likewise when the reverse happens. We will do our best to get equal numbers of the opposite sex to join all cruises, however this cannot be guaranteed. Remember, a SinglesCruise is not just about meeting singles of the opposite sex... no matter who ends up in your group, you are sure to make new friends and have the time of your life! How does dining work? Generally speaking, we will all be dining as a group at late seating. On the first night of every cruise, we ask that everyone sits at their assigned table. We do this to mix up the male / female ratio evenly and give our veteran guests a chance to meet some newer faces. On subsequent nights, we keep our same block of tables but participants may sit where they choose. Exceptions: Occasionally, we will run out of blocked tables before the ship sells out, so late joiners may end up sitting at other tables (or early seating), but this is rare, and we ll advise before this occurs. On European cruises, we may end up as a group at early seating. How many cocktail parties are included? It will depend on how long the cruise is, and this is the general guideline: Length of Cruise # of Parties 3 to 4 Night 1 5 to 6 Night 2 7 to 12 Night 3 How much commission do you pay and when will commission be paid to me? We pay 10% commission except to those agencies affiliated with Travel Leaders Group consortia, host and franchise agency groups. Cruise Holidays, Luxury Travel Network, Nexion, Results! Travel, Travel Leaders Franchise Group and Vacation.com affiliated agencies receive enhanced commissions on SinglesCruise bookings -- consult your consortia/franchise commission guide or contact your support services team for details. Commissions are paid the first week of the month following the return of the sailing. NCFs, Gov't Fees, Taxes, Prepaid Gratuities and Add-ons are NOT commissionable. Commission payments are not applicable to existing SinglesCruise customers. 7

8 If I have already booked my cruise, can I still join the group onboard? Sure! First, we try to work with the cruise line to take over a reservation and make it officially part of our group agreement with them. If this option isn t open to us, then we offer you the opportunity to buy into our activities, with the price based on the length of the cruise: Length of Cruise Buy In Cost 3 to 4 Night $150 5 to 6 Night $200 7 to 8 Night $250 9 to 10 Night $ to 12 Night $ to 14 Night $400 What can you tell me about your theme nights? We offer various themes nights on each sailing. These nights are always fun and although we encourage everyone to dress for the occasion, it is not mandatory. Here is a list of some of our favorite themes. Mardi Gras Angels & Demons 80 s Retro Woodstock Hawaiian Night Mexican Fiesta Black & White Night Crazy T-Shirt Greased Lightning. Other Useful Information Below are other situations that we ve encountered over the years and our response to them. I don t like what another SinglesCruise customer posted about me on their Facebook page can you do something about it? Our group members tend to be very active on Facebook and we have received many comments on how we resolve disputes or negative interaction between any of our guests. The basic answer is we don t what happens on Facebook is between people that have become friends with each other and we have no recourse or obligation to police this. That said, we ask that all of our customers interact with each other as they should with anyone meaning in a way that s respectful and in keeping with good manners and confidentiality. 8

9 Our legal department helped us create these terms and conditions which are listed on our Facebook page. This also deals with roommate matching issues. Customers outside of the recommended age range sailings These are simply recommended age ranges for those who prefer to travel with others close to their own age. Everyone is welcome on any of our sailings regardless of age. The only restriction we place on these types of sailings is our roommate matching program. General Booking Information: Online bookings are only guaranteed once manually confirmed by one of our staff. We currently do not have a live booking engine on our site. 9

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