System Secureholiday.net 5.0. On-line booking On-line Availabilities. User Guide

Transcription

1 System Secureholiday.net 5.0 On-line booking On-line Availabilities User Guide English Version Updated: October 2014

2 Table of contents 1 Connection to the user interface 2 2 Description of establishment 3 3 Managing accommodations Adding an accommodation Creating a price grid Creating a price grid NIGHTLY BASED or WEEKLY BASED TARIFF Creating a price grid SHORT STAY AND WEEKEND Creating a price grid SPECIAL DURATION Managing availabilities Deactivate / Reactivate / Sort 12 4 Setting up online-bookings Means of payment for deposit Specific rules for the deposit Payment of balance Setting up the tourist tax Terms and conditions of sale Cancellation insurance 14 5 Managing online-bookings Managing booking requests Keeping track of the final balance Cancelling a reservation Managing commissions 16 6 Special offers Creating a special offer Creating a classic special offer (Method 1) Creating a last minute offer (Method 2) Managing special offers 19 7 Client Reviews 20 8 Statistics Sales Traffic Statistics 22 9 Agenda Help

3 1. Connection to the user interface If you would like to change information about your establishment, log in to the user interface: Go to Choose English and enter your login and password. On the interface you will be able to: Manage your availabilities Manage your accommodations Manage your bookings Manage your special offers Add new photos and descriptions Consult statistics - 2 -

4 2. Description of establishment In the main menu go to item 6. Settings and click on the + and a list of submenus will appear: In the menu Establishment click on Address and Location. In the submenu Address and Location, fill out the form Location with your establishment s information. Click on the button Locate on map and put the flag in the right place. Click on the entry page Data and enter all required fields. In the submenu other data provide information on Invoicing and Bank information. In the submenu Description > Information-free text you can add a description for five different categories. A short presentation of your campsite under General information is required. In the submenu Description > Details, amenities you will find 6 categories for which you can additional information on your establishment. All entries in this menu will be automatically translated into the 10 languages available to the system. In the submenu Pictures you can add photos of your establishment and the surrounding area. Click on the different headings and Add new pictures then parcourir. Choose your photo then save. The photos must be in one of the following formats PNG, JPG/JPEG and must not exceed 2MB. To delete a photo click on the symbol under the photo in question. In the submenu Videos you can add and manage videos of your campsite. In the submenu Link Pictures/Services & amenities you can add corresponding photos to Details, Services

5 3. Managing accommodations In the main menu go to item 6. Settings and click on the + a list of submenus will appear: In the menu Accommodation click on Descriptions. You are automatically redirected to Descriptions of the first accommodation listed. If you would like to modify an accommodation, click on the link Descriptions of the accommodation in question. Here you can: Modify the name of accommodation Modify description and inventory of accommodation Modify photos of accommodation Deactivate accommodations Click on Prices and price grids for the accommodation in question will be displayed. Here you can: Modify prices of already existing Create a new price grid Deactivate price grids Click on Availability schedules and an availability schedule for the accommodation in question will be displayed. Here you can: Manage your availabilities To return to the main menu, click on Back to main menu in the top left-hand corner

6 3.1 Adding an accommodation In the main menu go to item 6. Settings and click on the + to display submenus. In the menu Accommodation click on Descriptions. Click on New accommodation. A new form will appear. Enter Accommodation type (camping pitches - hard rentals - bedrooms). If you would like to add a new hard rental, choose a type (mobile home, bungalow, caravan etc.). Indicate the number of persons (this will appear next to the name of the accommodation) e.g.: 4 pers. or 4/6 pers. Enter accommodation name for the existing languages If desired, you can also add a descriptive text for this accommodation. Your accommodation has been created and appears in the list on the left. If you wish to deactivate an accommodation, deselect the Active box in the descriptions form. Equipment of the accommodation Click on Descriptions then Descriptive form in the menu of the accommodation in question. Fill in the different headings and save at the bottom of each page. On the right click on Check and a summary will appear. If you would like to import an already existing descriptive form click on Import. Photos of the accommodation Click on Descriptions then Photos in the menu of the accommodation in question. Click on the different headings and Add new pictures then parcourir. Choose your photo then save. The photos must be in one of the following formats PNG, JPG/JPEG and must not exceed 2MB. To delete a photo click on the symbol under the photo in question. Click on Import to add photos of an already existing accommodation

7 3.2 Creating a price grid Creating a price grid NIGHTLY BASED or WEEKLY BASED TARIFF In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Accommodation click on Prices. You are now in the accommodations menu. You are automatically redirected to the Prices menu of the first accommodation listed. Click on the Prices menu of the accommodation for which you want to add a grid, then click on **New grid**. Select the type of grid NIGHTLY BASED or WEEKLY BASED TARIFF and enter the following information in the entry page Grid: Activate the grid: Active, sale period (limited validity period), disabled People: number of people included in the base rate as well as the minimum and maximum number. Attention: The minimum number of persons cannot be smaller than the number of persons included. This is information that is not shown to the client. A single guest will still be able to book even with a minimum number of persons of 4. Example: the basic rate includes the price for a pitch, fee per person is additional: To modify the minimum and maximum number of persons, please contact our support hotline. Deposit and booking fees: the deposit amount (regular deposit, deposit in per cent, per week) and the booking fee. Visibility: Choose one of the three display modes if your accommodation has more than one price grid. Dual (default setting): all results will appear. Prevailing: only the results for this grid will appear, all others will be discarded. Cheapest tariff applies: only the cheapest result will appear Public name for this grid: you can change the name of this grid Descriptive text: You can add a description to the price grid You will be redirected to the entry page Periods Tariffs. Enter your different seasonal periods (first purchasable night to last purchasable night) with the correct prices and save at the bottom of the page. Tip: You can copy already existing periods into the grid. In the drop-down list select Copy periods from another grid, choose an accommodation then the price grid, select the periods you would like to copy and click on add. Once you have saved you will automatically be redirected to the entry page Duration. You will be able to enter a minimum and maximum duration of stay as well as fix a day for arrivals and departures for specific periods. If you enter nothing, duration of stay and fixed arrival and departure days are freely selectable

8 Duration of stay: By: Per module of x nights (e.g.: By 7 nights: stay of 7, 14, 21 nights) >=: Minimum duration of x nights =: Fixed duration of x nights <=: Maximum duration of x nights Arrival and departure: e.g.: During the high season you only accept stays of minimum of 7 nights with fixed arrival day Saturday: >= 7 and select Saturday as arrival day. If necessary got to the entry page Special prices. You can enter a special price for the first x nights or for a specific number of nights (e.g. the night from Saturday to Sunday). You can also enter a special booking fee for a specific period. Go to the entry page Options. Here you can add, modify or delete options for your price grid. Change: You can modify the prices and tariff settings for already existing options. An option can be deactivated by deselecting the box. Add: Select the options you would like to add. You can use the filter to search for specific options. You can also add options from already existing grids. Click on Save selection at the bottom of the page. Enter the following information for each option: Tariff setting: per night/ per week/ per stay. Number max. (if requested) Mandatory option (if available) Prices for every option per period If for a specific period an option is not available, do not enter a price. Sort: Click on the option you would like to move, press and hold down the left mouse button and slide the option up or down. Once you have rearranged your options click on Save. Delete: To delete an option, deselect the box and Save Creating a price grid SHORT STAY AND WEEKEND In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Accommodation click on Prices. You are now in the accommodations menu. You are automatically redirected to the Prices menu of the first accommodation listed. Click on the Prices menu of the accommodation for which you want to add a grid, then click on **New grid**. Select the type of grid SHORT STAY AND WEEKEND and enter the following information in the entry page Grid: Activate the grid: Active, sale period (limited validity period), disabled People: number of people included in the base rate as well as the minimum and maximum number. Attention: The minimum number of persons cannot be smaller than the number of persons included. This is information that is not shown to the client. A single guest will still be able to book even with a minimum number of persons of

9 Example: Example: the basic rate includes the price for a pitch, fee per person is additional: To modify the minimum and maximum number of persons, please contact our support hotline. Deposit and booking fees: the deposit amount (regular deposit, deposit in per cent, per week) and the booking fee. Visibility: Choose one of the three display modes if your accommodation has more than one price grid. Dual (default setting): all results will appear. Prevailing: only the results for this grid will appear, all others will be discarded. Cheapest tariff applies: only the cheapest result will appear Public name for this grid: you can change the name of this grid Descriptive text: You can add a description to the price grid You will be redirected to the entry page Short stays and weekends. Enter a first seasonal period (first purchasable night to last purchasable night). The following fields will appear: Enter the prices for the stays offered. You can enter a different price for stays during the week (except weekends) and weekend stays (weekend s incl.). If the prices are the same for stays during the week and on weekends, enter the same price in both columns. If you do not want to offer one night stays, leave 1 night empty. Tip: You can copy already existing periods into the grid. In the drop-down list select Copy periods from another grid, choose an accommodation then the price grid, select the periods you would like to copy and click on add. If necessary, go to the entry page Duration. There you will be able to fix one or more arrival and departure days. Tick for each period the corresponding day

10 If necessary, go to the entry page Special booking fees. There you can enter a specific booking fee for one or more periods. Go to the entry page Options. Here you can add, modify or delete options for your price grid. Change: You can modify the prices and tariff settings for already existing options. An option can be deactivated by deselecting the box. Add: Select the options you would like to add. You can use the filter to search for specific options. You can also add options from already existing grids. Click on Save selection at the bottom of the page. Enter the following information for each option: Tariff setting: per night/ per week/ per stay. Number max. (if requested) Mandatory option (if available) Prices for every option per period If for a specific period an option is not available, do not enter a price. Sort: Click on the option you would like to move, press and hold down the left mouse button and slide the option up or down. Once you have rearranged your options click on Save. Delete: To delete an option, deselect the box and Save. ATTENTION: In the system the night from Saturday to Sunday is by default qualified as a weekend night. You can change this by going to General Set weekend nights in the left hand corner Creating a price grid SPECIAL DURATION In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Accommodation click on Prices. You are now in the accommodations menu. You are automatically redirected to the Prices menu of the first accommodation listed. Click on the Prices menu of the accommodation for which you want to add a grid, then click on **New grid**. Select the type of grid SPECIAL DURATION and enter the following information in the entry page Grid: Activate the grid: Active, sale period (limited validity period), disabled People: number of people included in the base rate as well as the minimum and maximum number. Attention: The minimum number of persons cannot be smaller than the number of persons included. This is information that is not shown to the client. A single guest will still be able to book even with a minimum number of persons of 4. Example: Example: the basic rate includes the price for a pitch, fee per person is additional To modify the minimum and maximum number of persons, please contact our support hotline

11 Deposit and booking fees: the deposit amount (regular deposit, deposit in per cent, per week) and the booking fee. Visibility: Choose one of the three display modes if your accommodation has more than one price grid. Dual (default setting): all results will appear. Prevailing: only the results for this grid will appear, all others will be discarded. Cheapest tariff applies: only the cheapest result will appear Public name for this grid: you can change the name of this grid Descriptive text: You can add a description to the price grid You will be automatically redirected to the entry page Special duration. Enter periods (arrival day until last night) and the respective basic price. Every period corresponds to an exact stay. Tip: You can copy already existing periods into the grid. In the drop-down list select Copy periods from another grid, choose an accommodation then the price grid, select the periods you would like to copy and click on add. If necessary, go to the entry page Special booking fees. There you can enter a specific booking fee for one or more periods. Go to the entry page Options. Here you can add, modify or delete options for your price grid. Change: You can modify the prices and tariff settings for already existing options. An option can be deactivated by deselecting the box. Add: Select the options you would like to add. You can use the filter to search for specific options. You can also add options from already existing grids. Click on Save selection at the bottom of the page. Enter the following information for each option: Tariff setting: per night/ per week/ per stay. Number max. (if requested) Mandatory option (if available) Prices for every option per period If for a specific period an option is not available, do not enter a price. Sort: Click on the option you would like to move, press and hold down the left mouse button and slide the option up or down. Once you have rearranged your options click on Save. Delete: To delete an option, deselect the box and Save

12 3.3 Managing availabilities In the main menu go to 1. Daily managing and click on Availability Schedules. You will be automatically redirected to the «Availability Schedules» of the first accommodation. Click on Availability schedules of the desired accommodation. There is one planning interface per accommodation. This also applies to accommodations with more than one price grid. Regular mode (default setting): Click on of the dates for which you would like to modify availabilities. Once you have clicked will appear (One product available, after which the sales will automatically close). If you click a second time this will appear (reserved). If you click a third time a will reappear (free). Do this as many times as needed for the accommodation. Save the modifications at the bottom of the page. Brush mode Select brush mode to modify several dates at once. Click on the corresponding colour and move your mouse over the dates in the schedule to change availability

13 3.4 Deactivate / Reactivate / Sort In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Accommodation click on Descriptions. You are now in the accommodations menu. In the General menu you can manage your accommodations and price grids: New accommodation: see point 3.1 Managing layout: in this menu you can change the display order of your accommodations and price grids. Re-activating accommodations & grids: in this menu you can reactivate accommodations and price grids. Set weekend nights: see page 9 Price summary To deactivate an accommodation remove the checkmark under Active in the description form of the corresponding accommodation. To deactivate a price grid, select Inactive in the form of the corresponding price grid

14 4. Setting up Online bookings 4.1 Means of payment for deposit In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Online-Booking click on On-line payment. Here you will be able to determine the different methods of payment. 1/ Credit card Click on Credit card and select accepted cards. To be able to accept these types of cards you must have a card terminal suitable for remote sales. 2/ Deferred payments Bank transfer Click on deferred payments to set-up national and international bank transfers. You can add a text to lay down the modalities for the transfer, such as the transfer deadline. Cheque Click on deferred payment. Under Cheque you can select the countries from which you would like to make payment by cheque available. You can add a text to lay down the modalities for the payment by cheque, such as the payment deadline you would like to set. On receipt of contact Click on deferred payment. Under On receipt of contact select the countries for which you would like to make this payment method available. You can add a text to lay down the modalities for this payment method, such as the payment deadline you would like to set. Ideal Click on deferred payment to set up payment via ideal. ideal is a system by big Dutch banks, which secures bank transfers between buyer and seller. 5/ Mail and Fax This booking method is a default method in case of a withholding or deactivation of the activated payment methods. Clients can print out a booking request and send it to you by post or fax. This is not an actual online-booking. 4.2 Specific rules for the deposit In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Online-Booking click on Deposit adjustment then create / change / delete. In this menu you will be able to set-up specific rules concerning the payment of the deposit at the time of the booking. 1/ X days prior to arrival: Specific rules for last-minute bookings 2/ According to the duration of stay: Specific rules for short stays 3/ According to the period of stay: Specific rules for different seasons You can set-up several rules. If rules are in concurrence you can set-up one to override the other (e.g.: 20% deposit; 1. Rule: 50% during high season; 2. Rule: 100% for all bookings 7 days prior to arrival the 2nd rule overrides the first)

15 4.3 Payment of balance In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Online-Booking click on Balance payment Setting. In this menu you can set-up an automatic request for payment for clients booking over Secureholiday.net. Enter per accommodation type (pitches / hard rentals) or precise accommodation, the number of days prior to arrival you would like to receive the balance. The with the payment request will be sent 10 days before the deadline. Save then select the means of payment you would like to offer for payment the balance. 4.4 Setting up the tourist tax In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Online-Booking click on Tourist tax then Create / Change. Enter a name and select the accommodations concerned. Enter one or more periods that have a mandatory tourist tax and enter the amount. 4.5 Terms and conditions of sale In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Online-Booking click on Terms and conditions of sale. Enter your conditions of sale in the existing languages. Your terms and conditions of sale should, for example, include what happens in the case of a cancellation. 4.6 Cancellation insurance In the main menu go to item 6. Settings and click on the + a list of submenus will appear. In the menu Online-Booking click on Cancellation insurance then on Create / Change. 1. General: Enter a name and choose an insurance type. Enter the accommodations for which this insurance applies. Enter the amount upon which the insurance will be calculated. 2. Method of calculation: Choose and set-up the method of calculation for the cancellation insurance. 3. Terms and conditions of sale: Choose your standard terms and conditions of sale or enter special terms. If you work with an insurance company you can add a link to the company s website

16 5. Managing on-line bookings 5.1 Managing booking requests When a client makes an on-line booking request you will receive an automatic from robot@secureholiday.net. This contains a summary of the request. You have 72 hours to manage this request. Once the deadline has expired, the client will receive an automatic informing him that his booking request was cancelled. You have to possibilities for managing the bookings: 1/ With a simple click on YES or NO at the end of the , you can accept or refuse booking requests. Once you have clicked, a new browser window will open. Enter your username and password and click on Save. You can also add a comment for the client. The client will receive an automatic . 2/ User interface: In the main menu go to 1. Daily managing and click on Bookings pending. A list of all unanswered requests appear with the same information as the automatic . The process is the same, click on YES or NO and enter your login data. You will receive the deposit by the following means: 1/ Payment by credit card: Once you have clicked on Yes the credit card details of your client will appear. Print them and process the details with your credit card terminal. Attention: You only have access to these details once. If you close the window before you have printed them out, please contact the Ctoutvert s support hotline. 2/ Payment by bank transfer (and other deferred payment methods) Once you have clicked on Yes your client will receive an automatic with the booking confirmation which includes your bank details and a request for payment of the amount to be carried out within the delay fixed by you. In the main menu 1. Daily managing > Deposit Deferred payment the payment of the deposit will be noted once carried out. 5.2 Keeping track of the final balance In the main menu go to 1. Daily managing and click on Balance Payment Managing. In this menu you will be able to keep track of the deposits of every booking. To manage the status of the remaining balance for a specific booking, enter the booking number into the search field. 1/ s on hold (before expiration date) Bookings for which the payment request was not yet sent by . In this menu you can do the following for each booking: - modify the remaining balance and add a comment - change the client s address - force sending of the payment request - delete the payment request

17 2/ s sent (no reply) Bookings for which the payment request was sent but for which the client has still to choose the payment method for the payment of the remaining balance. In this menu you can resend the payment request. 3/ s sent (with reply) Bookings for which a payment request was sent and for which the client has chosen a payment method. In this menu you can signal the payment of the remaining balance as invalid due to faulty credit card details. To do this click on Dysfunction. Your client will receive a new with a payment request for the remaining balance. Payment of remaining balance by credit card: If a client chooses to pay by credit card you will obtain his credit card details by clicking on Get Payment. You have three possibilities: - in the with the payment request of the remaining balance - in the menu 1. Daily managing > Balance pending - in the menu 1. Daily managing > Balance payment Managing: s sent (with reply) 5.3 Cancelling a reservation If you would like to cancel a reservation due to payment problems (defective credit card / nonreceipt of deposit / non-receipt of balance), in the main menu go to 7. Sales & Statistics > Sales history. Search for the reservation by month or dates of stay and click on to see the details. At the bottom of the click on. Your client will receive an automatic with the cancellation of his reservation accompanied by a request to renew the booking. The previous booking will be deleted. 5.4 Managing commissions Bookings made through the Touring Club Pack are subject to commissions. In the main menu go to 1. Daily managing and click on Commission management. Here you will find a list of all completed stays that were booked on a partner portal of the Touring Club Pack for which you have not yet received an invoice of the commissions payable. You can modify the price of booking if the stay was cancelled, cut short or prolonged. Enter the correct amount, a comment and the reason then save

18 6. Special offers 6.1 Creating a special offer To create a new special offer go to 2. Special offers > Creating /changing offers. Fill in the form: Step 1 Selecting special offer Choose the type of special offer you would like to create. Step 2 Conditions of offer 1/ Periods/Dates: Set period of stay or application dates of the offer. The period includes the arrival and departure days. 2/ Accommodation: Select the accommodations this offer should apply to. 3/ Select application method: - Application period with min/max duration (Classic offer): Offer without fixed stock and without fixed arrival and departure days. E.g.: Early Booking offers or discount on long-term stays. - Stays with fixed stock (Last Minute Offers): Irrevocable bookings with fixed arrival and departure days for last minute bookings of the remaining accommodations Creating a classic special offer (Method 1) Conditions of offer Enter, if necessary, the min/max duration. Discount amount Enter the amount of the discount. Tip: an offer x=y, means: book X nights = pay only for Y nights. (Application) Only for offer types -x% and x=y. Select the extent of the offer in the dropdown-list. Only for offer type -x%. If the discount only applies to one week, select the week below. Example: -50% on the second week: select the 2nd week -10% starting from the 2nd week: select Week 2, Week 3 and Week 4. Number of people Fill in these fields only if you want to add people specific terms. E.g.: a couple s offer (2 incl., 2 min., 2 max.). Do not fill in the fields if you would like to keep the same number of people as fixed in the price grids of the accommodations. Deposit/Booking fees Enter, if necessary, an amount of the deposit/handling fee. Select the means of payment that you would like to accept for this offer

19 Validity You can enter a validity period for your offer. E.g.: Early booking offer: -15% for bookings before 31/12 Offered option On top of the discount you can offer an option free of charge by choosing from the list. Title and description of the offer Select a title from the dropdown list. These titles are automatically translated. You can also add your own title and descriptions, these however will not be automatically translated. Visibility of the offer - Cheapest tariff applies: only the most interesting offer is displayed. - Dual: the offer will appear twice in the results: the offer and the normal price. E.g.: a couple s special offer. - Prevailing: This offer will always appear in the results even if it is not the cheapest. (Discount information) Only for offer types -x%, -x and discount price. Set how you would like the discount to be displayed. E.g.: for an offer -20%: Display as -20% or -105 or 200 instead of 305 Discount code You can associate your offer with a discount code. Only clients with this discount code can benefit from the offer. Broadcasting channels Select the channels that you want your offer to be published on. Summary of the offer Check your newly created offer and save Creating a last minute offer (Method 2) Conditions of offer Enter duration of stay and up to two possible arrival days. Selection of accommodations The system will display all possible stays for this period as well as the chosen accommodations. Select the periods for which you would like to create the offer. Settings for the chosen offers Enter for each offer the following information: - the amount of the special offer: the new price, no discount, reduction in % / or in the form as x nights booked = y nights paid Click on Calculate again! - Number of people (optional) - Stock - Booking fees & deposit - visibility in search results :

20 - Cheapest tariff applies: only the most interesting offer is displayed. - Dual: the offer will appear twice in the results: the offer and the normal price. To be used on an offer with special terms. E.g.: a couple s special offer. - Prevailing: This offer will always appear in the results even if it is not the cheapest. Validity You can enter a validity period for your offer. To modify the default settings, delete the preset date Offered Option On top of the discount you can offer an option free of charge by choosing from the list. Title and description of the offer Select a title from the dropdown list. These titles are automatically translated. You can also add your own title and descriptions, these however will not be automatically translated. Means of payment Select the means of payment that you would like to accept for this offer. Discount code You can associate your offer with a discount code. Only clients with this discount code can benefit from the offer. Broadcasting channels Select the channels that you want your offer to be published on. Your commitments With the following agreement you consent to insuring irrevocable bookings as well as availabilities of the stock in question and to ensuring that booking requests are treated within 48h. Summary of the offer Check your newly created offer and save 6.2 Managing special offers To modify or delete an offer, go to 2. Special offers > Creating /changing offers. In the menu on the left click on All offers or select the type of offer. To modify an offer, click on the Check / Change button then on the Step you would like to modify. You will have to click through the remaining steps up to the offer summary in order to save. Attention: The amount of the discount as well as the application method cannot be modified. To deactivate an offer, remove the tick from the box under Active. To delete an offer click on the X

21 7. Client reviews Ctoutvert collects client reviews who booked over the Secureholiday.net system. This is automatic if you have this option enabled. How do I activate the collection and publication of client reviews? In the main menu go to item 3. Client Reviews and click on Status & Stats. In the category Status, activate collection and publication. With this enabled every client will automatically receive an 3 days after the end of their stay, asking for a review. The client reviews will be published on the following channels: - your own website via the Secureholiday online booking module (Individual Pack) - on camping-direct.eu for all clients of the E-Traffic Pack - on anwbcamping.nl and youkamp.com for clients of the Touring Club Pack - on camping2be.com for all users of Secureholiday.net You will receive an with every new client review providing you activated the option I want to receive an when a review is posted. You can enter an address of your choice. Send questionnaire manually To send a questionnaire to clients that did not book over the Secureholiday.net system, go to Status and copy the link for the Questionnaire in the desired language and send it by . With help from this link you will be able to collect reviews from other sources than the classic mailing. Customising your questionnaire The category Client questionnaire allows you to customise the form that is sent to your clients. (E.g.: Remove the kids program if you do not have one). Notes Average quality: Select the criteria you would like your clients to evaluate. Your clients can choose from the following evaluation points (if activated): Bathing, Activities/Animations, Activities for kids, Catering, Eco-friendly, Region Remove the tick to deactivate. The overall score will be calculated based on all the reviews received. If you activate the Quality average, clients can select the criteria which according to them made their holidays a success. Categorization: Ask your guests to select elements that categorize your campsite. Select the elements you would like to offer. To deactivate this function, remove the tick from the box Activate categorization collection for your establishment

22 Customer satisfaction survey To find out more about your clients expectations, you can ask the client to fill in a more detailed form at the end of the short questionnaire. In the category satisfaction survey activate the Ctoutvert default form or enter the URL of an external form. How to manage my client reviews? Whenever a review is handed in its default setting is active. However you can modify its status at any time (suspend, activate, delete). For this, go to Managing reviews. Only the latest reviews will be listed. To show all reviews, select All reviews as well as the period in question in the dropdown list. Attention: Reviews with this symbol will be automatically suspended. Such reviews contain suspect, vulgar or offensive words. You can read these reviews through and reactivate them since the system s dictionary is not 100% reliable. Click on the review for which you would like to change the status and choose what you would like to do: Activate This function allows you to activate reviews that were automatically deactivated (reviews with the symbol) or reactivate a previously suspended review. Suspend This function allows you to suspend reviews. You can reactivate previously suspended reviews at any time. Delete Your review will permanently erased and cannot be reactivated. We therefore advise you to suspend reviews. Your deleted reviews will be listed in the menu «Deleted reviews». Reply You can also respond either privately or publicly to reviews. Individual Pack You can choose to deactivate the publication of certain reviews on your own website (Individual Pack), by clicking on «Pack Individual». An active review is marked with a An inactive review is marked with a For clients of the Individual Premium Pack: you can select reviews that will stand out on your booking engine by clicking on Premium. Statistics The category Statistics allows you to access the overall score of all reviews after each month or according to the guests language. Also listed: - the overall score per category, - the number of reviews received as well as the active, suspended and deleted reviews. - the response rate - a comparison of the average score of all users of client reviews in the system Secureholiday.net

23 8. Statistics For statistics on online sales and redirections on and to your website (within the E-Traffic Pack) go to 7. Statistics & sales. 8.1 Online sales In the submenu Sales history you will find all bookings that were confirmed via Secureholiday. Search for the reservation either by month of sale or by date of stay then click on the details. In this menu you can cancel bookings (see section 5.3). to see the In the submenu Sales statistics you will find statistics on all bookings that were confirmed via Secureholiday. Filters appear automatically. Click for example on Season 2014 then on Generate statistics. You will be able to see statistics by month, by country or by accommodation. You can also download the details. In the submenu Business statistics you can access the overall booking trends. The statistics are drawn from 800 campsites that have been using our online booking module for at least 3 years. 8.2 Traffic Statistics In the submenu General redirections you can access information on redirections to your website under the E-Traffic Pack (PPC). Use the available filters and search by engine (the website from which the client was redirected to your own page) by date of search and by expected date of stay. If you would like to receive additional information or details in an excel file, please contact the Ctoutvert s support hotline

24 9. Agenda You can add your activities and events happening around your campsite into Secureholiday. These will then be published on some of our partner portals through your online booking module (Individual Pack). To do this go to 4. Agenda then on Create / Change. Click on a date to add a new event. Enter a name, start and end date for this new event. Click on Add event. Fill in the complete Description form (title, slogan and description in the available languages). In the tab Broadcasting & Activation activate Publish, select a category and Location to mark the venue. In the tab Dates & Repetition you can enter the date/time and set the event as repeated event if this happens to be the case (for example every Friday). In the tab Pictures add a photo for the presentation of the event or even a link to a YouTube video in the tab Videos. In the tab Stay offers you can specify if you would like special offers to be automatically calculated and published for stays during the time of the event. When you have finished click on at the top of the page. 10. Help Ctoutvert has a free support hotline for all your questions. Please contact us by phone at (Mo. Fr. from 9am to 6pm) or send an to contact@ctoutvert.com and we will be glad to call you back