Booking 

Status on our platform


Obs. These texts refer to the Iterpec platform, and there is no responsibility for this when there is a change in the system by human intervention by the customer.
CONFIRMED

Reservations that actually appeared in our system were confirmed, forwarded to hotels (directly or through a Broker) and we can guarantee that they already have our payment guarantees to the supplier.

CANCELled

Reservations that have been canceled and will not be used. It is worth remembering that, if these cancellations have occurred in penalty, the charges will continue to occur normally according to the penalty rule.

On Request (reservation request)

This status will only happen if the customer's registration is blocked due to lack of available credit. As we work with reservations for payment on the penalty date, the credit is usually "infinite" (it is automatically extended if you change the purchase profile), you will certainly have no problems with that, registered customers with the condition invoiced according to the penalty.

awaiting payment

When our client works with prepayment content and the rate is in penalty, the system does not accept the reservation until the amount is paid by credit card. This function is only accepted for customers who pay in cash and there is a financial difference in this case.

rejected

There can be three situations where a booking is rejected:

  • lack of availability between search and confirmation
  • Rate change
  • supplier timeout

In all three situations, just redo the search and consider the reservation as canceled and with no risk of penalty. For security reasons, our team sends an email to formalize that the reservation has not been confirmed.

confirmation problem or technical problem (pending)

In these cases there is usually a timeout when receiving the confirmation number, but 70% of the time the reservation is confirmed. If there are children in the reservation, it is mandatory to put a minimum age of 1 year.

Don't create a new reservation. If possible, send an email automatically to operacao@iterpec.com with the reservation number. See below how to automate the management of these cases.

cancellation problem

It happens when a connection has not communicated to the final supplier that the reservation has been cancelled. There are safety margins, but it is important that they generate automatic emails to operacao@iterpec.com with the following words. See below how to automate the management of these cases.

how to automate

confirmation 

problem

Manual process

When this problem occurs on the reservation, please send an email to operacao@iterpec.com

Title - Confirmation problem - XXXXX-XXXXX (Iterpec reservation number)

Iterpec team, 

Please let me know if the reservation has been confirmed with the supplier. I await booking confirmation.

Thanks, 

Automated Process

Title -  Confirmation problem XXXXX-XXXXX (Iterpec reservation number)

Iterpec team, 

We received notification of a problem with the confirmation, so please click here (link to your company's website on a screen to confirm) and let us know what happened with the reservation.

Thanks, 

On this link, the system forwards the Iterpec team to an environment of your company in which we are already logged in with a screen with the following fields:

1) Reservation number (Iterpec types the number) 

2) Confirmed yes or no 

3) Kept the same reservation yes or no 

4) New booking number (Iterpec types the number)

 OBS: 

In item 2: 

  • yes - open question 3.
  • no - Inform your company's team to make a new reservation for not having confirmed.

 In item 3: 

  • yes - confirm the reservation and communicate to the customer.
  • no - opens item 4 for the Iterpec team to enter the new reservation number and confirm it to the customer.

how to automate

cancellation

problem

Manual process

When this problem occurs on the reservation, please send an email to operacao@iterpec.com

Title - Cancellation problem - XXXXX-XXXXX (Iterpec reservation number) 

 Iterpec team, 

Please let me know if the reservation has been canceled with the supplier. We are aware of fines in case of penalty.

 Thanks, 

Automated Process

Title - Cancellation problem XXXXX-XXXXX (Iterpec reservation number)

Iterpec team, 

Please let me know if the reservation has been canceled at the supplier. We are aware of fines in case of penalty.

Has the reservation been cancelled? yes ou no  

PROCESS

- In this case, the Iterpec team clicks YES and everything is ok.

If the Iterpec team clicks "No", ask someone from support to contact Iterpec to understand what might have happened. 

PROGRESS

- Normally this occurs within 25 seconds between clicking book and confirming, but there is only one exception.

If you enter the name of two or more same guests, the system will be running for more than 40s and will give an error. Never repeat the name of a passenger in the second name on the reservation.

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