Practical cards SMARTBOOKING

March 2014 version Practical cards SMARTBOOKING Insert your ID : LOGIN PASSWORD ACCOUNT MANAGER & EXTENSION

SOMMAIRE SMARTBOX PROCEDURES CONTACT CUSTOMER PAGE FAQ

THE COMMITMENTS OF OUR PARTNERSHIP BY BECOMING A SMARTBOX PARTNER, YOU WILL BENEFIT FROM : a free exposure in Smartbox booklets and website all Smartbox promotional resources the guarantee of being reimbursed in the event of a customer failing to show-up at the due date as long as the customer s reservation had been previously registered on our Smartbooking system (via our website or the Smartbox customer service team) two reimbursements per month to avoid any cashflow problems BY BECOMING A PARTNER, YOU AGREED ON : welcoming the Smartbox customers as your usual customers accepting reservations from Smartbox customers at any time of the year, according to yours availabilities appearing only in Smartbox gift boxes in order to preserve the unique nature of your offer and to avoid any availability problem providing the service as detailed in the contract, and respecting the quality and safety criteria that we have defined at the beginning of our partnership For further information, please have a look at the Terms and Conditions in our contract.

SMARTBOX S 4 PILLARS The success of Smartbox is based on 4 pillars which have allowed our company to become the market leader. Thanks to these pillars, Smartbox renews over 95% of its partnerships and reaches 84% of partners satisfaction. PILLAR 1: A FAST REIMBURSEMENT Smartbox is commited to make payment every 15 days. PILLAR 2: RISK-FREE INVOLVEMENT A free listing without any subscription to pay and the guarantee to be in our booklets and/or on our website. PILLAR 3: A WIDE DISTRIBUTION NETWORK A wide, well established distribution network: 5000 points of sale in France, 5 Smartbox shops (Paris, Lyon, Marseille...), 1500 travel agencies, an important works councils and on our website at www.smartbox.com. PILLAR 4: A NEW SMARTBOX CUSTOMERS BASE On average, your partnership brings you an additional income of 100 to 500 customers per year.

YOUR SMARTBOOKING PARTNER WEBSITE WHAT IS SMARTBOOKING? Smartbooking is our online reservation system. Your Smartbox customers will be able to see your availability in its entirety and make a reservation in a few clicks, by going to their own page at www.mysmartbox.com. This tool simplifies the management of several reservation requests from Smartbox customers. It lets you display your establishment s availability to our gift box users, which reduces calls for reservations. Smartbox users will therefore be able to consult your calendar on the Internet and make reservations according to the availabilities. LOG ON TO YOUR PARTNER SPACE 1. Go on to your partner space: http://partenaires.smartandco.com 2. Enter your login and password 3. Click on the blue calendar icone Manage your bookings YOUR TABS Products / Stock & tarifs Sales follow-up / sales search Booking Statistics Quit CHECKING AND UPDATING YOUR AVAILABILITIES 1. Go to the stock & tarifs tab LEGEND Stock and Allot. : number of rooms made available for reservation. Please note that your confirmation is not required for the reservations to be made. Therefore, please update your planning carefully! Sale : number of rooms already reserved by Smartbox customers Available : number of rooms still available for reservation (Stock and/or Allotment - Sales = Available) PP ( ): your public price Stop : dates which you wish to close for sales as you no longer have any availability Please note: the stock and reservations created after a reservation request will appear in brackets

YOUR SMARTBOOKING PARTNER WEBSITE UPDATING YOUR AVAILABILITY Select the room category that you wish to update. 1. Stock change on a specific date In the upper part of the green pop-up, click on Availability Add the number of rooms that you wish to add Then click on the date where you want to add the stock Then please remember to click on Save to confirm the change Don t forget to click on save not to lose the changes you made. 2. Stock change for a whole period Go in the bottom part of the green pop-up, click on Availability Add the number of rooms that you wish to add Click on Validate Then please remember to click on Save to confirm the change If you have chosen the allotment system, we would like to remind you that the default release period is 14 days. When your allotment has expired or when it has been entirely used, the stock of room available goes back to 0 so if you have room(s) that you would like offer to our customers, we recommend that you add rooms on stock. 3. Adding close-out dates Go in the upper part of the green pop-up, click on Stop sale Then click on a date that you wish to close from sale Then please remember to click on Save to confirm the change No reservation can be made during close-out dates.

YOUR SMARTBOOKING PARTNER WEBSITE TO ACCEPT ADDITIONAL NIGHT(S) OR ROOM(S) The Smartbox user can reserve overnight stays or additional rooms at you establishment, in addition to the night reserved with our gift voucher via their personnal user space www.mysmartbox.com or with our service. If you are managing your availabilities using the stock process, additional nights or rooms are deducted from your registred stock.the payment is made directly on-line by the Smartbox user. If you are managing your availabilities using the request process, additional nights or rooms are deducted from your registred stock or a booking request is sent to you. The payment is made directly on-line by the Smartbox user after validation of the request. TIPS Additional nights or rooms are automatically paid off to you on the 15th and 30th of every month, without any statement of your part. Our teams invite you to update yours avaibilities as soon as possible on your partner space and to add more stock to optimise your additional sales! Additional sales choice - your website Additional sales choice - client website

YOUR SMARTBOOKING RESERVATION ANSWER TO YOUR RESERVATION REQUESTS When your stock of rooms is used, you may receive booking requests by email. We ask you to answer to those requests within 48 hours. Once this time is past, the requests will be automatically refused and the customers will receive a booking cancellation and will be invited to make a new reservation with another partner. You have 2 ways to deal with your request: By e-mail: you will receive a confirmation E-mail directly 1. Open the attached document to consult the request details 2. Click or 3. A new window will open to let you confirm your choice Through your partner website: 1. Click on the Search sales tab 2. You are automatically directed to your page where you can access to all your reservation files. Details of the request are included in an attachment Reservation request E-mail Accept the request button Refuse the request button By selecting (doesn t matter) you can check all new reservations: confirmed or on request. To validate a reservation: 1. Click Accept the request 2. If you want, you can add stocks 3. Write a message to your client 4. Click Accept the request We advise you to log regularly on your partner website to update and validate your reservations. To refuse a reservation request: 1. Click Refuse the request 2. Close the stock in order to stop receiving request for this date 3. Write a message to your client. For instance you can indicate the availability of rooms on another date 4. Click Refuse the request

YOUR SMARTBOOKING RESERVATION EXPORTING YOUR RESERVATIONS You can export the details of a reservation by clicking on this symbole. Then click on Save. CONSULTING YOUR RESERVATIONS 1. Click on the Search sales tab 2. You will have access to all reservations made for your hotel: Prestation details for 2 people Reservation requests, which have to be processed within 48 hours maximum, appear in yellow. Prestation details for 2 people Confirmed reservations appear in green. Prestation details for 2 people Cancelled reservations appear in orange. Check that your customers reservations appear in green, meaning that the procedure was respected and that you will be reimbursed. If this is not the case, you can make a reservation on their behalf by following the procedure explained on Making a Smartbooking reservation sheet.

MAKE A SMARTBOOKING RESERVATION We have noticed that many customers contact you directly, so we want to offer you the possibility to make new reservations for our customers on your Smartbooking website: 1. Go on the booking tab 2. Enter the customer s 9-digit of the gift voucher. Click validate 3. Select a date on the calendar corresponding to the customer request depending of your availabilities 2 1 4. Click the book button 5. Add the customer s details if they are not already filled 6. Enter the 3-digit confirmation code from on the gift voucher 7. Tick the general conditions box certifying that your clients have read them LEGENDES Green date = immediate availability Orange date = availability on request Black date = dates closed for sale Grey date = partner s closing date 4 3 8. Click Confirm NB : If your selected stay is on request (orange on the planning), the request will be accepted directly. 7 8 6 5

YOUR REIMBURSEMENT PROCESS WHEN WILL YOU BE REIMBURSED? For stays: Between 1st and 15th of the month M, you will be reimbursed on the 15th of month M+1 (or the next working day) Between 16th and 30th (or 31st) of the month M, you will be reimbursed on the 30th (or 31st) of month M+1 (or the next working day) You must not send us your gift vouchers! Registration and reimbursement take place automatically through Smartbooking if the beneficiary of the Smartbox gift voucher has booked online. YOUR INVOICES 5 working days after the 15th and the 30th (or 31st) of the month M, you will receive an email to notify that the invoices can be downloaded from your partner website. Please note that the payment of these invoices will be made one month later. To check your invoices, please go on the home page of your partner space http://partenaires.smartandco.com and click on Access your invoices icone. LAST MINUTE CANCELLATIONS AND NO SHOWS A Smartbox customer can modify or cancel the reservation, with no extra charge, 10 days before the reservation day maximum. The customer will not be able to use his gift voucher with another partner when a cancellation is made less than ten days in advance or when he/she is a no show. The voucher will therefore be fully reimbursed. SMARTBOX CREDIT NOTES AND FACED VALUE VOUCHERS Smartbox has different types of products: Smartbox gift vouchers, Smartbox credit notes and faced value vouchers. You should only accept to honour reservations that were made via the Smartbooking website. Please see below some information that will help you to identify a proper Smartbox giftbox voucher. WHAT IS A SMARTBOX CREDIT NOTE OR A FACED VALUE VOUCHER? The credit notes and the faced value are meant to be used by our clients to order a Smartbox gift box on the Smartbox website or by telephone via the Customer Service Department. The credit notes holders can also use purchase any extra night when they have already made a reservation, the customers may have to pay any outstanding amount if the price of the extra night is higher than the value of the credit note. Smartbox customers could benefit from: A credit note, when exchanging gift boxes from our service A faced value voucher, from companies - as it may be offered as a gift. Under no circumstance may you accept them. If you accept them, you will not be reimbursed for the service you have provided. If a credit note holder contacts you directly, please direct him/her to our customer service at +33(0)811 460 693.

FACED VALUE VOUCHERS TO IDENTIFY A FACED VOUCHER The differences between a Smartbox gift voucher and a Smartbox credit note. CREDIT NOTE SMARTBOX DO NOT ACCEPT VALID SMARTBOX GIFT VOUCHER DO ACCEPT NOMINAL VALUE VOUCHER DO NOT ACCEPT HOW TO IDENTIFY GIFT VOUCHERS AND CREDIT NOTES BY TELEPHONE? A faced value voucher or a Smartbox credit note does not have a reservation code A value in euros is indicated on the faced value voucher

CONTACTS Smartbox has introduced an Interactive Voice Server for their partners, for them contact the partners helpdesk or their account manager. 1 For all questions regarding your invoices, your page of information, your reservations or your planning, please contact the partnership support team at this number 01 77 411 114 or by email: 2 For any questions regarding your partnership contracts, new partnership proposals or any payment error, we invite you to send an email to your accounts manager. HOTELS ACCOUNTS MANAGEMENT TEAM partenaires.hotellerieetoilee@smartbox.com CV2

CUSTOMER SPACE MYSMARTBOX.COM The website www.mysmartbox.com is a page dedicated to Smartbox gift box holders.the user guidelines can be found in the guidebook and on the giftbox voucher. To use a Smartbox gift box, the customer needs to: 1. Connect to www.mysmartbox.com 2. Enter his/her login and password 3. Enter the confidential code from his/her gift voucher This personalised page offers to the customer a large variety of options which help to use a Smartbox such as: The online booking LEGENDS Dates in green = immediate availability Dates in orange = availability on request Dates in grey = dates closed to sale The exchange of a gift box for a credit note for the value of the Smartbox exchanged guaranted by our 100% satisfied contract Exchange your voucher HOW DOES THE MYSMARTBOX PAGE CAN HELP YOU EVERYDAY? If your establishment s availability does not allow you to satisfy all of your reservation requests, you can direct your customers to their Mysmartbox space: They can consult the availabilities of other partners. They will also have the option to exchange their Smartbox for a credit note. This credit note will allow them to order a new gift box with a longer best-before date. Furthermore, they will be able to book a date at your establishment, depending on your availability. If your customers requires additional information, direct them to our French customer service on +33 (0) 811 460 693* from Monday to Friday, from 8am to 8pm and Saturday from 10am to 6pm.

FREQUENTLY ASKED QUESTIONS What is a booking request? A booking request is made by your Smartbox customer when they cannot make an immediate booking with your establishment on the website www.mysmartbox.com. This means that the stock or room allotment is completely used for the date selected by the customer. You will receive an email detailing the booking request which you will have to deal with within 48 hours (cf. Your Smartbooking reservations page). What happens if I forget to answer to a booking request within 48 hours? You will receive a reminder by email. When the 48 hours are past, the booking will be automatically cancelled and the customer will be invited to choose another hotel. Do I have to inform Smartbox of my bookings? Your advisor is able to consult your confirmed bookings and your booking requests. Therefore it is not necessary for you to keep us informed on your customer requests or to send us your confirmation e-mails. What do I have to do with my customer s gift voucher? If you follow correctly the Smartbooking process, you do not have to do anything to be reimbursed. Your customers do not have to give you their gift voucher upon arrival at your establishment. Please do not send the vouchers to Smartbox. How to check that I have been reimbursed? Regularly log on to your partner page to consult your «Sales search». All the bookings that appear in green will be reimbursed without any further action from your side. When am I going to receive my reimbursement? For stays: Between 1st and 15th of the month M, you will be reimbursed on the 15th of month M+1 (or the next working day) Between 16th and 30th (or 31st) of the month M, you will be reimbursed on the 30th (or 31st) of month M+1 (or the next working day) When am I going to receive my invoice? 3 opening days after the 15th and the 30th (or 31st) of the month M, you will receive an email to notify that the invoices can be downloaded from your partner website. Please note that the payment of these invoices will be made one month later. Do I have to send an invoice to Smartbox? You deliver a service to the customers and not to Smartbox. Therefore, it is not necessary for you to send us any invoice. What happens in the case of cancellation or booking amendment and no shows? The Smartbox customer can cancel or modify his/her booking up to 10 days before the scheduled date of arrival. In this case, he/she can still use his/her voucher. However, if the customer cancels his/her booking less than 10 days prior to the scheduled date of arrival or he/she does not turn up at the due date, the customer will lose his/her gift voucher and you will be reimbursed. However you may accept any change of date or make any arrangement with the customer. Please note that if the customer calls you directly to change a booking, more than 10 days from the scheduled date, you should ask them to call our customer service. You will then receive a new booking request or a definite booking confirmation. How will I be informed of booking cancellations / changes? You will be informed by e-mail in the case of a change request or a booking cancellation. If the customer makes a modification request, you apply the same process than a normal booking request. If the customer cancels the booking, you will receive a notification by email. Where can I send a mail by post to my account manager? Smart&Co Service relations partenaires - 19-21 avenue Dubonnet - 92417 Courbevoie Cedex - France