Any change, confirmation, exemption, refund, late check in, early check out and among other matters/situations must always be opened by the email operacao@iterpec.com so that we can proceed with the appropriate negotiations with the supplier and/or hotel. so that there is no misappropriation of information. If the call is of extreme urgency, we ask that you call us immediately after sending the call asking to prioritize the matter.

IMPORTANT: I ​​ask that you never forward the automatic emails that Cangooroo sends to your email for our operation as a ticket opening because our system will not recognize it as a new ticket and we will end up not locating your request.

Email suggestion

Title - [briefly describe your request] - XXXXX-XXXXX (original Iterpec reservation)

Time Iterpec,

We need help with [write your request here]

Best regard

If you have technological problems, errors in returning content, integration issues, we ask that you contact your integrated technology platform to deal with the matter (example of platforms integrated with Iterpec: Wooba, Argo, Juniper and others) and if it is necessary to call our support, please send us an email with all the evidence to send it to the sector at comercial@iterpec.com

Voucher or issue editing functionality within the Iterpec system is not processed as ticket opening and is discarded.
For insertion of early check in, daily reduction or any other demand must be sent obligatorily and only to operacao@iterpec.com

Email suggestion

Title - Booking change - XXXXX-XXXXX (original Iterpec reservation) 

Iterpec team,

Customer will need to perform Late Check in today at ____.

Please communicate to the hotel to ensure that the passenger doesn't have any setbacks.

Thanks,

To extend a trip, make a new reservation, complement the first one and send an email to operacao@Iterpec.com as below. Remember to book in the same hotel, regime and category.

Email suggestion

Title - Complementary Reservations - XXXXX-XXXXX (original Iterpec reservation) / XXXXX-XXXXX (complementary reservation)

Customer wants to extend the trip. Please communicate to the hotel to ensure that the passenger stays in the same room.

Make additional reservations and follow the same logic they use to extend your trip. (situation explained in the question above)

These cases are complex and the exemption depends on the hotel's approval after departure. If the customer needs to leave, ask him to take the folio (document with an extract of what has been charged so far) and open it by calling operacao@iterpec.com. These requests take up to 72 hours and are subject to hotel rules.

Observation: If the client has obtained authorization for exemption from unused reservations, collect an email or hotel document that proves this exemption so that the exemption can be validated.

Email suggestion

Title - Early Check Out XXXXX-XXXXX(original Iterpec reservation)

Iterpec team,

Please request an exemption from reservation XXXXX-XXXXX since today. The passenger had to leave early.

• Check In date:
• Early check Out date:
• Expected date of original Check Out:
• Reason for early check Out:

I understand that the refund will only occur after approval of the hosting method.

Thanks,

All cases of reservations not found are due to failure to launch by the hotel, difficulty in recognizing the passenger's name by the receptionist or reservations made on the same day, less than 4 hours before check-in. On our reservations, on most providers, there is a field called HCN (Hotel Confirmation Number) - reservation number in the hotel's system. For these situations, we guarantee that the reservation is at the hotel reception and that the hotelier has confirmed the reservation number internally.

Email suggestion

Title – PAX IN HOUSE – RESERVATION NOT FOUND XXXXX-XXXXX (original Iterpec reservation)

Iterpec team,

Please check URGENTLY because the hotel did not identify the reservation and the passenger is unable to access the hotel.

• Telephone of the person you are dealing with in your company's support (OTA, Agency or Operator):
  

Thanks,

For some reason the hotel received more bookings or had to block rooms.

In this case, we will present a hotel option of the same category so that the customer gives the “agreement” so that we can proceed with the hotel change and/or cancellation free of charge. In some cases, due to the availability of the destination, there may be a downgrade of category, in these cases we will try to offer some compensation during the stay or reduction of value, both options are subject to approval.

If you opt for help in relocation, the reservation must be kept active, as if you cancel via the system, it will be understood that you opted for cancellation with refund.

In cases of relocation due to Force Majeure (pandemic, geographic accidents, natural phenomena such as storms, hurricanes, lightning or human facts such as wars, revolutions and others) there may be tariff differences that may be passed on to the customer.

After this process, they will receive a new voucher and must change the passenger's original reservation. Unless he wants to improve the hotel, the change will keep the same original price

If it happens to a passenger on the trip, we must treat it as an emergency and, for that, send the following email to operacao@iterpec.com and call after sending the email to (11) 3500-7975 (Brazil) or +318 520 88 415 (Europe).

Email suggestion

Título – PAX IN HOUSE – RESERVATION NOT FOUND XXXXX-XXXXX (original Iterpec reservation)

Iterpec team,

Please check URGENTLY because the hotel has informed that it is overbooked and the passenger is unable to access the hotel.

• Telephone of the person you are dealing with in your company's support (OTA, Agency or Operator):

Thanks,

In these cases, and only in this case, always forward it open with the complete written process to operacao@iterpec.com so that we can help you. Requests can usually take up to 72 hours to be completed.

Cancellation out of penalty can be done directly in our system via: Reservations > search for the desired reservation using the filters > open the reservation > cancel service. This action must be done by the user, Iterpec does not cancel reservations out of  penalty.

If you need to cancel, but the reservation is under penalty period, it must be canceled being aware that there may be fines according to the cancellation policy informed at the time of creation of the reservation.

To perform the cancellation via API, ask your developer to work with the "CancelByService" and/or "CancelAllHotelServices" methods.

If your client is in the process of issuing visas, releasing permission to enter the country, issuing a passport or waiting for any documentation that, if not approved or issued in time, makes travel impossible, make only refundable reservations, once the supplier is not responsible for each customer's individual access documentation.

In this way, the chances of damages are reduced and, in the event of cancellation, commercial and financial management generate much less friction.

Despite having been chosen by the client, different situations can happen that prevent the guest from feeling at ease in the hotel. When this happens:

• Please be aware that the hotel has complete information and the claim is formalized
• Ask the customer to gather photos, videos and information about what happened
• Open ticket asking for assistance in customer relocation

Ps: It is usually necessary for the passenger to spend at least one night at the contracted hotel in order to be able to negotiate a refund, change of hotel and adaptation to the rate. Remember that there may be a difference in the rate and that the customer has chosen the hotel. We will always work to minimize any customer discomfort.

Email suggestion

Title – PAX IN HOUSE – HOTEL RELOCATION OUT OF STANDARD XXXXX-XXXXX (original Iterpec reservation)

Iterpec team,

Please check URGENTLY because the hotel is in conditions far below those contracted by the client.

INCLUDE SUPPORTING DOCUMENTS AND DESCRIPTIVELY OF WHAT IS HAPPENING

• Telephone of the person you are dealing with in your company's support (OTA, Agency or Operator):

Thanks,

Late check-in;
Late checkout;
Bed Type;
Baby crib;
To walk;
Location of nearby rooms;
PNE/Conjugated rooms;
Merge of reservations by extension/extension of stay;
Courtesy view;
Amenities;
VIP service;
Among others.

These requests are subject to availability, so the service is always at the discretion of the hotel. The Iterpec team cannot guarantee such requests.
Even though we have confirmation from the hotel by phone or in writing, unfortunately we cannot guarantee that upon check-in it will be honoured.
We chose to treat it this way to avoid wear and tear, since there have been cases where we had the hotel's guarantee that they would meet the special request and, at the time of check-in, they did not.

Due to a series of situations, some customers ask to stay longer than the normal check-out time at the hotel. In these cases, three solutions can occur.

1. Add one more per day and follow the per day extension procedure.
2. Guest negotiate directly at the hotel (most recommended)
3. Request the additional amount for the inclusion of a period of additional hours. These cases depend on an authorization from the hotel and the manual inclusion of a reservation with a value to be negotiated, case by case, by Iterpec
   

Email suggestion

Title – Late Check Out budget - XXXXXX-XXXXXX (original Iterpec reservation)

Iterpec team,

Passenger wishes to extend the check-out date from the hotel. Please kindly forward the budget for such procedure.

Thanks,

How will we proceed:

a. Iterpec will contact the hotel and inform the NET price for inclusion.

b. Your company needs to respond to us within 2 hours with the “agreement” or not. We suggest that you capture a new credit card submission with these complementary amounts, as we will assume the payment guarantee after your confirmation.

c. Upon acceptance, Iterpec will make a manual reservation in our Cangooroo with a new service within the same reservation XXXXXX-XXXXXY that will uniquely identify the complementary half-day according to the hotel's deadline.

d. Your company must manually add a new service to your Cangooroo (or integrated system) with the same data as the reservation created by Iterpec. (This procedure is manual and important for invoice reconciliation).

Sometimes some flights arrive at destinations very early and it is common for customers to request the amount to hire an early check in. Most of the time, hotels ask the customer to make a reservation for an extra night that covers the day before until the normal check in date.

These requests must be made up to 48 hours before the trip. After making the reservation, open a ticket with the following words:

Email suggestion

Title – Early Check In - XXXXXX-XXXXXX (original Iterpec reservation)

Iterpec team,

Passenger contracted an extra night to meet an early check-in.

• Hotel entrance forecast:
• Day:
• Arrival time:

Thanks,

Option 1 – bed or baby crib only inclusion

Email suggestion

Title – Extra request (extra bed/baby crib) - XXXXXX-XXXXXX (original Iterpec reservation)

Iterpec team,

Passenger bought an apartment with (insert number of people) people, but would like it to be included (insert extra bed/cot) in the same room.

Please confirm and, if there is an extra cost, inform the amount for approval.

Thanks,

Option 2 – inclusion of a bed or baby crib and/or adding people to the room

Email suggestion

Title – Extra request (extra bed/baby crib) and/or (passenger) - XXXXXX-XXXXXX (original Iterpec reservation)

Iterpec team,

Passenger bought an apartment with X people, but would like it to be included (extra bed/baby crib) in the same room and/or to include a new guest.

• Guest name:
• Age:
• CPF/document:

Please confirm and, if there is an extra cost, inform the amount for approval.

Thanks,

If there is a cost, how will we proceed:

a. Iterpec will contact the hotel and inform your company of the NET price for inclusion.

b. Your company needs to respond to us within 2 hours with the “agreement” or not. We suggest that you capture a new credit card submission with these complementary values.

c. Upon acceptance, Iterpec will make a manual reservation in our Cangooroo with a new service within the same reservation XXXXXX-XXXXXY that will uniquely identify the extra bed or the inclusion of a complementary passenger according to the hotel's deadline.

d. Your company must manually add a new service to your Cangooroo (or integrated system) with the same data as the reservation created by Iterpec. (This procedure is manual and important for invoice reconciliation).

All requests for changes/alterations, cancellations, late check in, early check out and other situations should be sent to operacao@iterpec.com.
Voucher or event editing functionality within the Iterpec system is not processed as ticket opening and will be discarded.

Every email/ticket must be sent to the email operacao@iterpec.com.

Name change requests will normally be taken in different ways according to the PENALTY DATE.

Reservation out of penalty: We suggest that you make a new booking in the correct name or on the correct date and cancel the original booking (first make a new booking) . Don't forget to cancel the original booking.

Reservation in penalty - Request via ticket:

Email suggestion

Title – Alteration of name - XXXXXX-XXXXXX (original Iterpec reservation)

Iterpec team,

Please change the customer name xxxxxxxxxxxxxx for yyyyyyyyyyyyyy.

I await change.

Thanks!

Observation: Usually this request doesn't generate cost.

Date change requests will normally be taken in different ways according to the PENALTY DATE.

Reservation out of penalty: We suggest that you make a new booking on the correct date and cancel the original booking (first make a new booking) . Don't forget to cancel the original booking.

Reservation in penalty -  Request via ticket:

Email suggestion

Title – Alteration of date - XXXXXX-XXXXXX (original Iterpec reservation)

Iterpec team,

Please change the booking date from DD/MM/YYYY to DD/MM/YYYY

Please confirm and, if there is an extra cost, inform the amount for approval.

I await change.

Thanks!

If there is a cost, how will we proceed:

a. Iterpec will contact the hotel and inform your company of the NET price for inclusion.

b. Your company needs to respond to us within 2 hours with the “agreement” or not. We suggest that you capture a new credit card submission with these complementary values.

c. Upon acceptance, Iterpec will make a manual reservation in our Cangooroo with a new service within the same reservation XXXXXX-XXXXXY that will uniquely identify the extra bed or the inclusion of a complementary passenger according to the hotel's deadline.

d. Your company must manually add a new service to your Cangooroo (or integrated system) with the same data as the reservation created by Iterpec. (This procedure is manual and important for invoice reconciliation).

Sometimes the hotel contacts Iterpec asking for additional information from the guest. This can often be because the hotel does not have a reception or because it has time restrictions for receiving guests. In these cases, we will forward an email to Your company to forward it to the customer or, when necessary, to call on behalf of the customer to pass the necessary information to the hosting medium.

Initially, it is important to identify what was charged to the customer.

1) Daily rates

Daily rates can NEVER be charged.

In this case, open a ticket to Iterpec immediately (operacao@iterpec.com), informing that you have been charged and requesting urgent intervention from Iterpec.

- Guest check in to the hotel: It is important to ask the customer to send a photo of the charge on the card. Remember that pre-authorization is just a guarantee that the extras will be paid for by the passenger. Solution in 24h.

Email suggestion

Title – PAX IN HOUSE – Check in – CUSTOMER DAILY RATES CHARGES - XXXXXX-XXXXXX (original Iterpec reservation)

Iterpec team,

I ask to analyze URGENTLY because the guest is entering the hotel and received a DAILY RATES charge locally. 

I await a solution urgently.

Thanks!

- Guest check out to the hotel (closing the account) - Solution in 2h

Title – PAX IN HOUSE - Check out – CUSTOMER DAILY RATES CHARGES - XXXXXX-XXXXXX(original Iterpec reservation)

Iterpec team,

I ask to analyze URGENTLY because the guest is leaving the hotel and received a DAILY RATES charge locally.

I await a solution urgently.

Thanks!

2) Mandatory/Resort/Others Fee/City Tax/Tourism Tax

These fees are provided for on the voucher from the time of booking and are the responsibility of the passenger. Check the observation in detail and guide your customer.

3) Travel extras

Travel extras are always the customer's responsibility. Check the meal plan, amenities (swimming pool, spa etc) and check if the extra was registered as free. Not being described in the reservation as something included, it will be the guest's responsibility.

The rates that Iterpec negotiated with the hotel are called CONFIDENTIAL. Let's say Iterpec negotiates a rate for a hotel that costs R$100,00 to R$75,00. The hotel will issue your NF/invoice in the amount of R$75,00, but between the earnings of Iterpec and Your company, the price for the customer will appear as R$100,00.

The Hotel CAN'T ever present the rate or deliver the Invoice to the customer. If this happens, there must be an explanation to the customer that we buy at a good discount and deliver competitive conditions, but that due to the profit margin and installment payment, payment term etc, there is a difference between the customer's price and the price at which Iterpec negotiated.

Send a email to operacao@iterpec.com so that we can formalize what happened to the customer.

• Package rates exist for reservations that must exclusively have more than one tourist product (Tour, Transfer and/or Car). For B2B credentials it is not necessary to have a reservation with more than one tourist product, however, it cannot be sold to B2C customers (in this case it is necessary to make a reservation with more than one tourist product).