Vacation Rental Suite Client Curriculumcustomerhome.escapia.com/Portals/_customer/documents/Res... · 2006. 9. 5. · Vacation Rental Suite Client Curriculum “Reservations” Documentation

Vacation Rental Suite Client Curriculum

“Reservations”

Documentation 1 Version 3.8.3

Escapia, Inc. www.escapia.com

1-800-ESCAPIA

Vacation Rental Suite (VRS) 3.8.3

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Escapia Inc. Confidential Revised: 7/18/2005 © 2005, Escapia INC. Corporation, All rights reserved. This documentation is the confidential and proprietary intellectual property of Escapia Corporation. Any unauthorized use, reproductions, preparation of derivative works, performance, or display of this document, or software represented by this document, without the express written permission of Escapia Corporation is strictly prohibited. Escapia and the Escapia logo design are trademarks and/or service marks of an affiliate of Escapia Corporation. All other trademarks, service marks, and trade names are owned by their respective companies. Any changes made upon receipt of this document become the responsibility of the changing party. Changes that may alter the original intent or core data relieve Escapia from any obligations to support or deliver said changes from a functionality of business perspective. Escapia retains all rights to this original or base documentation as presented.


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Table of Contents

Unit 1: Using the Legend Defining the Three Types of Blocks………………………………….……….

Unit 2: Components of the Reservation Grid Using Filters on the Reservation Grid……….………………….…………..… Using Unit Codes & Unit Names to view Unit Information …………….…….….. Navigating through time on the Reservation Grid……………………..……. Unit 3: Reservation Tasks Making a New Selection on the Reservation Grid ……………..……….…. Providing a Reservation Quick Quote ……………………………..…….…. Providing Reservation Quick Quotes for all Units……………………….…. Unit Quick Info …………………………………………………………..……. Viewing Unit Information ……………………………………………………. Creating a Hold ……………………………………………………..………… Removing a Hold ………………………………………………………….…..

Creating a New Reservation ………………………………………………… Checking-In a Reservation (Front Desk) …………………………………… Checking-Out a Reservation (Front Desk) ………………………………… Locating a Reservation ………………………………………….…………… Canceling a Reservation from a Search……………………………...……. Canceling a Reservation from the Reservation Grid……………….…….. Viewing a Booking from the Reservation Grid …………………………… Unit 4: Customer Correspondence Creating a New Correspondence Set ……………………….…………….. Relating a Template to a Correspondence Set …………………………… Creating a New Correspondence Template ……………………………..…

Uploading a Template to a Correspondence Set ……………….....………. Deleting a Correspondence Set……………………………………….……. Deleting a Correspondence Template ………….. …………………………


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Reservations The Reservation Grid provides you with a quick glance of all units and their current status. By the end of this chapter you will know how to read the Legend, search for units, provide quotes, view unit information, and create new reservations and holds by using the Reservation Grid. You will also know where and how to create customer correspondence. Reservations include: • Defining the Three Types of Blocks • Using Filters on the Reservation Grid • Using Unit Codes & Names to view Unit Information • Navigating through time on the Reservation Grid • Making a New Selection on the Reservation Grid • Providing a Reservation Quick Quote • Providing Reservation Quick Quotes for all Units • Unit Quick Info • Viewing Unit Information • Creating a Hold • Removing a Hold • Creating a New Reservation • Checking-In a Reservation (Front Desk) • Checking-Out a Reservation (Front Desk) • Locating a Reservation • Canceling a Reservation from a Search • Canceling a Reservation from the Reservation Grid • Viewing a Booking from the Reservation Grid • Canceling a Reservation • Creating a New Correspondence Set • Creating a New Correspondence Template • Relating a Template to a Correspondence Set • Uploading a Template to a Correspondence Set • Deleting a Correspondence Set • Deleting a Correspondence Template

Note: All information in bold is required to move forward in VRS!


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Unit 1: Using the Legend

By using the Reservation Grid ICON at the top of your Home Page, you can access the Legend by clicking on the white “Show Legend” link located on the top right corner of the Reservation Grid. When using the ICON to open the Reservation Grid you will have the ability to toggle between a VRS window and the Reservation Grid. If you access the Reservation Grid via the menu tabs, you will not have the ability to toggle between the Grid and VRS windows, which means that you will need to either finish or cancel a process to get back to the Reservation Grid. The Legend is your resource for understanding color coding, shading, and lettering of the reservations on your grid. In Legend will explain the different components of each block type and what the color and letter combinations mean.


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Defining the Three Types of Blocks 1. Booking: A Booking includes a Unit, a Contact, and a Date Range. This is a

verbal agreement until money has been taken and the reservation has been completed in VRS.

2. Hold: A Hold is a block of days that have not been finalized by the agency,

and have a deadline. 3. New Section: A New Section is created when you drag your mouse across a

selection of dates, or box’s on the Reservation Grid. When selecting different types of Bookings, the components for Reservation Type, Payment Status, and Booking Status will change accordingly. The chart below lists the possible options. Reservation Types

• Renter • Owner • Guest of Owner • Owner Referral • Travel Agent • Complimentary • Group • Long Term Rental

Each reservation type will have a corresponding letter that appears on the left side of the booking.

Payment Status • Paid is Green • Partially Paid is Yellow • Not Paid is Red

The color coding can been seen on the Reservation Grid, in the Reservations Tab, and in the Folio.

Booking Status • Not Checked-In • Checked-In • Checked-Out

This is reflected by the color and of the letter.

If a Reservation has “Multiple Bookings” you will see a dark blue triangle in the top right corner of the block.


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Unit 2: Components of the Reservation Grid

Using Filters: The filter options at the top of the Reservation Grid allow you to locate specific units based on your search criteria. Using Unit Codes: Unit Codes are located on the far left of the Reservation Grid. These codes are used internally, and are not seen by the customer. From the Unit Codes you can view information about the unit, or go directly to the Unit’s web page. Using Unit Names: Unit Names are located to the right of the Unit Codes. Also know as the “Friendly Unit Name”, these are seen by the client when making a reservation, and on customer correspondence. Navigating by Year, Month and Week: These are in blue, and located on the bottom of the Reservation Grid. By clicking on the blue links, you can navigate the grid by year, month or week. Calendar: This is located on the top left corner of the Reservation Grid to the right of the print icon. To access the calendar, click on the black arrow. “Go To”: Located on the bottom left side of the Reservation Grid. By using the pull down bar, you can go to a specific month and year.


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Unit 3: Reservation Tasks Making a New Selection on the Reservation Grid

• Place your mouse in the box that corresponds with the desired date and unit

• Left click your mouse (While holding down the mouse) drag the blue bar across the desired dates

• Release and “Right Click” on the blue bar to select the desired task Providing a Reservation Quick Quote

• Make a selection for the desired date range • “Right Click” on the blue bar • Select “Quick Quote” • Review the “Quick Quote” box

To remove the Quick Quote window select “Cancel”. To turn the Quote in to a Reservation, click on the “Reserve” button.


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Providing Reservation Quick Quotes for all Units

• “Left Click” your mouse on the date “Number” located under the letter of the day.

• While holding down the mouse, drag the green bar across the desired date range

• Release the mouse to see the quotes for all units • Click on the “Refresh” icon located to the left of the print icon on the

upper left of the Reservation Grid to remove the quotes

Notice the green quote box does not block your view of the reservations and holds that are located on the Reservation Grid. You have the ability to see what’s available and provide a quote at the same time. To remove the green quote box, click on the “Refresh” icon located to the left of the print icon on the upper left of the Reservation Grid.


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Unit Quick Info From the Reservation Grid

• Right click on the “Unit Code” or the “Unit Name” • Select “Quick Info” from the drop down menu

In the Unit Information window, you can view basic information about the Unit such as the Location, Bedrooms, Bathrooms, and Maximum Occupancy. If you would like to provide more information to the customer, you can click on the “Open Unit” button on the bottom of the window and view the Unit details. You can also click on the “View Unit” and be taken to the Units web page. Viewing Unit Information

• Right click on “Unit Code” or “Unit Name” • Select “Open Unit”


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There are seven (7) tabs in the Unit Details window

Location Tab: Here you can see the location and a description of the unit. The “Short Description” is seen in the Manage Units window, and the “Long Description” is seen on the Unit web page.

• Verify the “Unit Code” is correct • Verity the “Friendly Unit Name” is correct (This is seen on customer

correspondence) • Select the “Location” • Select the “Office” • Select the “Tax District” • Enter the “Address” • Click on “Save”

Details Tab: In this tab you will select the number of Bedrooms, Lofts, and Bathrooms.

• Select the number of “Bedrooms” • Select the number of “Lofts” if applicable • Select the number of “Bathrooms” • Enter the “Maximum Occupancy” • Select the three (3) “Categories

The categories in the window were created when you established Unit Locations (Admin > Setup > Locations > New Location > Categories)


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Rates& Policies Tab: This information comes from the General Default Reservation Settings that you created (Reservations > Setup > Reservations)

• Enter the “Display Rate” • Select “Save”

To change current Policies do the following:

• Click on the “Inherit from Business” drop down menu • Select “Use this Entry” • Make the desired change • Select “Save”

Pictures: In the Pictures Tab you can see the pictures you currently have loaded in VRS. You can replace, remove, or change the picture order. Use the same process as described in the Client VRS Curriculum for “Setup”. Amenities Tab: Entering the Amenities here will allow you to search for units that have these Amenities by using the Reservation Grid filters. Put a checkmark in the box next to any accommodations the unit has. Marketing Tab: Here you will see a list of your Marketing Partners. Transactions Tab: All the transactions that have taken place for the selected unit will be listed in this tab. You can use the search filters to find transactions for specific dates or accounts. Creating a Hold From the Reservation Grid

• Place your mouse in the box that corresponds with the desired date and Unit

• Left click your mouse (While holding down the mouse) drag the blue bar across the desired date range

• Release and “Right Click” on the blue bar • Go to “New Hold” • Select the hold “Type”

The “Create New Hold” box will appear.


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• Verify the “First Night” • Verify the “Last Night” • Verify the “Hold Type” • Enter the “First Name • Enter the “Last Name” • Type any “Notes” that are needed • Select “Create”

A Microsoft Internet Explorer “Success” message will appear letting you know the Hold was successfully created. Removing a Hold From the Reservation Grid

• “Right Click” on the Hold • Select “Remove Hold” • Click on “OK” to remove the Hold

Creating a New Reservation From the Reservation Grid

• Place your mouse in the box that corresponds with the desired date and unit

• Left click your mouse (While holding down the mouse) drag the blue bar across the desired date range

• Release and “Right Click” on the blue bar • Select “New Reservation” • Select “Type”


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Once you’ve selected the type of Reservation you want to create you will be taken to the “New Reservation Wizard – Step 1 of “. Step 1

• Enter the “First Name” • Enter the “Last Name” • Click on “Find”

Returning guests names will populate in a list for selection. Put a checkmark next to their name to be taken to Step 2. Step 2

• Verify the “Reservation Dates” are correct • Verify the “Unit” • Add, Remove, or make any Changes • Select “Next”

In Step 2, you can make any last minute changes to the Reservation. You can add nights in the front of the Reservation by selecting the calendar icon in the “First Night” window. Once you select a date on the calendar, the booking window will be updated. Adding nights to the rear of a Reservation can be done two ways from this window. 1. Change the number in the “Nights” window, or 2. Use the calendar icon in the “Last Night” window. Either way will add the night to the rear of the reservation. To change the unit, click on the “Remove” button to delete the unit, and select the “Add” button to enter the new unit.


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Step 3

• Verify the “Reservation Name” • Verify the “Customer Type” • Select the “Source Category” • Select the “Source Subcategory” if needed • Select “Next”

In Step 3 you can go directly to the Folio by highlighting and clicking on the reservation information below. Step 4


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• Enter the customers “Name” • Enter the customers “E-mail” • Enter the customers “Phone Number” • Enter the customers “Address” • Select “Save and Complete”

The more information you get from a client, the better your customer correspondence will be. The “Primary e-mail” needs to be an address that is checked often as the on line hold alerts will be sent there.

*The “Secondary e-mail” needs to remain as [email protected] so that Escapia will have the ability to make sure VRS is working as designed. You have the option to place a customer on your mailinglList by putting a checkmark in the box next to “Mailing List”. You can also put a checkmark in the box to note that they are a returning customer. Check-In a Reservation Front Desk > Check in Guest

From the Front Desk Tab • Select “Check In Reservation” • Enter the “First Name” • Enter the “Last Name” • Select “Search” • Put “Checkmark” in the box next to the customers name • Select ‘Next”

If a person other than the name on the reservation checks in do the following:

• Click on the radio button next to “Other” • Enter the “First Name” • Enter the “Last Name” • Select “Next”


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mailto:[email protected]

Check-Out a Reservation Front Desk > Check Out Guest

From the Front Desk Tab

• Enter the “First Name” • Enter the “Last Name” • Select “Submit” • Put a checkmark in “Checkout” • Enter the “Keys- In” • Select “Save and Complete”

You will see a success message letting you know that the booking is checked out. Locating a Reservation Reservation> Find Reservation

VRS has powerful search option that allow you to locate a contact with the slightest bit of information.

• Enter the “Reservation Information” you have • Select “Search” • Mouse over desired reservation from the list below and “Click” to open

the reservation Canceling a Reservation from a Search


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• Click on the “Radio Button” next to the desired Reservation • Go to the bold “Action” pull down menu • Select “Cancel”

Canceling a Reservation from the Reservation Grid

• “Right Click” on Reservation • Select “Cancel Reservation” • Select “OK”

* If you “Delete” a Reservation instead of “Canceling” it, fragmented components of the Reservation will remain within VRS. Viewing Booking Information from the Reservation Grid

• Right click on the “Reservation” • Select “Open Booking”


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Below is an explanation of the different tasks that you can perform from the Open Booking window. To make Reservation date changes: You can add night in the front of the reservation by selecting the calendar icon in the “First Night” window. Once you select a date on the calendar, the Booking window will be updated. Adding nights to the rear of a Reservation can be done two ways from this window. 1. Change the number in the “Nights” window, or 2. Use the calendar icon in the “Last Night” window. Either way will add the night to the rear of the reservation. To view Unit information from the Booking window: Click on the blue “Open” link above the last calendar month. To view the Unit web page: Click on the blue “View” link above the last calendar month. View Selections: By using the blue “Color Key” link to the right of the last calendar month, you can view the different color coding when making changes to the reservation. Adding a guest to the Booking: By using the pull down menus for Adults, Children, and Free, you will be adding any additional charges that may apply to the booking depending on the Charge Templates that you have established. Applying a discount to the Booking: A discount can be created by percentages or dollars. Once you have entered the desired discount, click on the “Apply” button. You will see the discount to the left above the “Rent Subtotal”, as well as see the newly discounted rent amount in the “Rent Charge Total”. Tax Exempt / Non-Taxable: If there are “Tax Exempt Policies” that you follow, you can choose to make the Booking “Tax Exempt”, or Non-Taxable” buy using the pull down menu under the discount key. To see a breakdown of the taxes: Click on the blue “Taxes” link above the booking total at the bottom right of the window. Override Charges: To override any charges, simply select the “Radio Button” that corresponds to the charge you would like to override. This will prompt an “Override Charge” window where you will enter the specifics about the override. To add a charge: Click on the “Add Charge” pull down menu on the lower left side of the window and select the desired charge. You will now see the charge added to the booking. To add a deposit: Click on the “Deposit” button on the bottom middle of the window, and enter the specifics. Additional Information: At the bottom right of the booking there are three (3) tabs that provide you with additional booking information.


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Unit 4: Customer Correspondence Creating a New Correspondence Set Admin> Setup> Correspondence

A “Correspondence Set” groups together templates into a folder so that they can be sent together. The “Reservation Confirmation Set” in the Manage Correspondence window above has three (3) templates in it. To view the templates in the set, mouse over to highlight the desired set and click on it. To create a new correspondence set, click on the “New Correspondence Set” button on the right of the window, and you will be taken to the New Correspondence Set window below.

Eventually you will have numerous templates stored in VRS. To locate a specific template, use the search filters.


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To create a New Correspondence Set, do the following:

• Click on the “New Correspondence Set” button located on the right side of the window

• Enter the “Correspondence Set Name” • Select the “Type” • Select “Active” as Yes (Active will default to “Yes”) • Select “Save” • Click on the newly created Correspondence Set to open it

In the Correspondence Set window you have the option to “Relate” templates, “Create” new templates, or “Upload” templates. Relating a Template to Correspondence Set

From the “Manage Correspondence” window

• Click on the desired “Correspondence Set” • Click on the “Relate Template” button located on the right side of the

window • Click on the desired Template (To select multiple Templates, hold down

the “Ctrl” key and make your selections) • Select “Apply”

Repeat this process to add Templates to other Correspondence Sets.


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Creating New Correspondence Template


• Click on the desired “Correspondence Set” • Click on the “New Template” button located on the right side of the

window • Enter the “Template Name” • Select the “Recipient Type” • Select the “Template Type” • Select the “Scope” • Set “Active” as Yes (Active will default to “Yes”)

To enter “Custom Text” at the top of the template, do the following

• Place a checkmark in the box next to “Enable Custom Text” • Type your message • Select “Save”

Continue creating the new template by doing the following

• Re-open the “New Template” by clicking on it • Click on the “Edit Template” tab • Click on “Insert” tab • Open the desired folder • Double click on the “Tags” you want to enter (They will populate on the

new template document you’re creating) • Select “Close” once you have entered all the Tags you need

Note: You need to save your Template in two (2) areas for it to save correctly.

1. Scroll down to the bottom of the page and select the “Save” button. 2. Select “Save” on the “Open Correspondence Set” window


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Upload Template to use in Correspondence


• Click on the desired “Correspondence Set” • Click on the “Upload Template” button located on the right side of the

window • Click on the “Browse” button • Locate the document you want to upload • Select “Upload” • Enter the “Template Name” • Select the “Recipient Type” • Select the “Template Type” • Select the “Scope” • Set “Active” as Yes (Active will default to “Yes”)

Note: You need to save your Template in two (2) areas for it to save correctly.

3. Scroll down to the bottom of the page and select the “Save” button. 4. Select “Save” on the “Open Correspondence Set” window

Deleting a Correspondence Set Admin > Setup > Correspondence

• Place a checkmark next to desired “Correspondence Set • Go to bold “Action” pull down menu • Select “Delete”

Deleting a Correspondence Template Admin > Setup > Correspondence

• Select the desired “Correspondence Set” • Place “Checkmark” next to desired Template • Go to bold “Action” pull down menu • Select “Delete”


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This completes the “Reservation” curriculum of VRS software. Before you go through the “Accounting” curriculum, it is recommended that you enter the appropriate information into VRS so that the curriculum will make sense, and you will be able to see examples. Below is a list of the recommended information.

Pre-Accounting Information

• All Owners • All Units • Deposit Policies • Security (refundable deposit), Due date (days after booking or days prior

to check-in) • Advance Deposits (not refundable) • Damage Waiver • Booking Charges • Reservation or Booking fee • What are your housekeeping charges (does it vary by unit?) • Do you have Travel Insurance? • Any other Booking charges or Misc. Rental Fees • Do you have charges that regularly occur with a booking? • Owner Contract Charges (Reservation Driven) • Owner (Management) Commission • Do you split CC FEES? • Do you split Travel Agent Fees? • Cleaning Fees • Account balances (if you have this information) • List of beginning Owner Balances • List of Amounts Due Vendors • List of Customer Advance Deposit Balances

(The sum of the three items above should equal the agency trust account)

• Reoccurring Charges (Charges to Owners that are not Reservation Driven)

• Home Owner Fee • Hot Tub Cleaning • Open & Closing a house for the season • Tax Accounts contact information • Vendor contact information • Travel Agents contact information • Tax ID Number • Tax Rates

If you’re having challenges entering the information into VRS, or if there are any questions we can answer for you, please contact Technical Support. Support information is provided on the next page.


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Escapia Support Knowledge Base Home Page > Links > Knowledge Base On Knowledge Base you can…. 1. Browse

• Customer Web Sites Q&A • Accounting Q&A • Administration Q&A • Contact Q&A • Correspondence Q&A • Login Q&A • Reservation Q&A • Unit Q&A

2. Search by specific topic or question. 24/7 Technical Support Line

• 1-800-Escapia (extension 3) • Edsel Moraleja (WA) • Geoff Stevens (OR) • Becky Warner (CO)

Before contacting customer support, please have the following information on hand so that we may assist you the best way possible:

1. Booking Number 2. Date Range 3. Contact Name 4. Detailed description of the issue you are having

Thank you for being part of the Escapia Family!


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Documents

Vacation Rental Suite Client Curriculumcustomerhome.escapia.com/Portals/_customer/documents/Res... · 2006. 9. 5. · Vacation Rental Suite Client Curriculum “Reservations” Documentation