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How do I manage Property Protection insurance?
You can change or deactivate the package for each room type through the Insurance menu if necessary.
Here are the steps to follow if you want to change the Property Protection package:
- Go to Insurance menu on Extranet
- Choose the unit name you want to change
- Click Edit on the right side of the unit name
- Choose the new Property Protection package
- Click Upgrade Package to save the changes
Here are the steps to follow if you want to deactivate the Property Protection package:
- The inactive status toggle will turn gray
- Go to Insurance menu on Extranet
- Choose the unit name you want to deactivate
- Click the Status toggle for the room unit you want to deactivate
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How do I find out my property’s performance?
In the pursuit of data-driven decisions and continuous improvement, understanding your property’s performance is crucial. Therefore, we have equipped our Extranet with Analytics features that could help you review your property’s performance through key metrics and benchmarking with similar properties.
- Business Key Metrics
Explore a comprehensive summary featuring six key metrics on the Performance Report:
- Sales: total revenue generated by your property
- Booking: total confirmed bookings at your property
- Average Daily Rate: the average room rate per night
- Room Night: number of rooms booked multiplied by the length of stay
- Booking Window: number of days between the booking date and actual check-in date
- Length of Stay: average duration guests stay at your property.
Use filters to customize the report period and compare performance with the previous period, last week, last month, or Competitive Set.
- Competitive Set
Compare your property’s performance with similar ones easily using the Competitive Set feature. This tool groups properties similar to yours, serving as a benchmark for performance assessment.
How to create a competitive set:
- Click on Analytics > Competitive Set
- Review the suggested properties on the left column. These properties are similar to yours based on location, property type, and star
- Add a property to your Competitive Set by click the + icon on the right side of the property name
- You can also type the property name on the search bar to add your own choice
- Add 5-30 properties to your competitive set
- Click on the Save button to save changes
Tracking these metrics and using Competitive Set as a benchmark provide a holistic view of your property’s performance. You can use these data to optimize your revenue, create marketing strategies, adjust pricing and overall business strategy.
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How do I choose the right promo or campaign for my property?
This tutorial was created based on the Promo & Campaign menu on the tix.tiket.com website’s desktop version.
tiket.com offers a variety of campaigns and promos to help its partner properties attract more bookings. However, with so many choices available, we understand that accommodation partners need help in determining which promotions or campaigns are right for their property.
That’s why we launched the Promo & Campaign Analytics feature. This feature provides valuable insights into the performance of your promotions and campaigns, so you can make informed decisions about which ones are most effective for your property. You can find the feature in the Your Promo and Your Campaign menus on tiket.com.
Here are the detailed information that you can find in the Promo & Campaign Analytics:
- Total revenue
The total revenue generated from bookings that used the promo or campaign, in the hotel’s chosen currency - Total booking
The total number of bookings that used the promo or campaign - Total room night
The total number of room nights booked multiplied by the length of stay, for all bookings that used the promotion or campaign - Average length of stay
The average length of stay for bookings that used the promotion or campaign. - Average booking window
The average difference between the booking date and the check-in date for bookings that used the promotion or campaign
With the 5 metrics above, you can easily see the impact of each promotion and campaign on your property’s bookings and revenue. A summary of your ongoing promotions and campaigns is available at the top of the page. Use the filters available to sort data by booking period. You can also view the benefits and cancellation policies applicable to each promotion and campaign in the table provided. The information displayed is based on the data from the promotion and campaign that you have participated in.
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How do I activate the Chat Feature at my property?
With the Chat feature, you can directly contact guests who have booked your property through the Extranet. You can activate the Chat feature by clicking on the Activate The Chat Feature button in the Chat menu on the Extranet.
Once you have activated this feature, you can reply to guests’ messages in the Chat menu or by clicking on the chat icon in the bottom right corner of the screen.
In addition to replying to guest messages, you can add answers to frequently asked questions, making it easier for guests to find important information regarding your property and their bookings.
Don’t forget to check your chat inbox regularly so you don’t miss any messages from your guests!
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How do I reply chat by email?
This tutorial was created based on how to reply emails using the Gmail desktop website.
We have updated the Chat feature to make it easier for properties to receive and respond to guest messages. Previously, properties could only receive and reply to guest messages through the Extranet dashboard. With this update, properties can now respond to guest messages directly via the Reply button in the email without needing to access the Extranet.
The information included in the email is as follows:
- Chat message
- Content
- Time sent
- Guest reservation details
- Itinerary ID
- Guest name
- Number of room
- Room name & rate plan
- Length of stay
- Check-in & check-out times
- Special requests (if any)
To receive notifications and respond to messages via email, please ensure that you have activated the message notification settings in the Chat menu on the Extranet. You can reply to guest messages up to 7 days after the check-out date. All message history is available in the Chat menu on the Extranet.
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How do I improve the Chat feature performance?
After activating the Chat feature on the Extranet, it is important for you to consistently improve your property’s performance. To assist you in understanding your current Chat performance, we have launched a Chat banner to provide insights related to your property’s performance in responding to guest messages. You can find this Chat banner under Today’s Check-ins and Bookings on the Homepage or at the top of the Chat page on the Extranet.
We use two indicators to assess your property’s Chat performance: property response rate and response time. The response rate indicates the percentage of guest chats responded to within a 24-hour period out of the total chats your property receives. Meanwhile, response time refers to the average time it takes for you to reply to each guest’s chat. The Chat performance metrics are calculated based on the last 30 days of data and are updated every Tuesday.
Here are some tips to improve your property’s Chat performance:
- Respond to all incoming guest chats.
The more guest chats you respond to, the higher the property response rate, the better your chat performance. To achieve a good response rate, make sure that the property response rate reaches a minimum of 65%. - Respond to guest chats as quickly as possible
The faster you respond to guest chats, the shorter the property response time, the better your chat performance. To achieve a good response rate, make sure the property response time stays below 12 hours. - Always conclude the chat by sending a closing message. It’s important to note that the property response rate is calculated based on the last response from the property.
Aside from enhancing your property’s Chat performance, you can use the tips to provide a positive experience to your guests even before they check-in to your property.
Don’t worry if you receive guest chats outside of working hours, as we calculate the response rate and time based on the working hours from 09.00 AM to 06.00 PM at the local time of the property. You can also find more detailed information about the assessment of your property’s Chat performance by hovering your cursor over the “i” icon below your current response rate and time.
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How do I set service and other charges?
You can set service and other charges through the Tax submenu under the Finance menu.
You can provide information about service charges and other fees in a percentage of the room rates per night. The service charge has been included in the room rates you set on the Rates & Availability menu. On the other hand, other charges will be applied to guests as additional fees when they book your property.
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How do I receive payment from tiket.com?
To receive payment for your property bookings, choose one of two payment methods available at tiket.com.
You will receive a new VCC detail anytime a guest books your property. You can find the VCC details under the Card Number column on the Bookings menu for each itinerary ID. You can charge the VCC using an EDC or other Point of Sale (POS) machines before the expiry date.
With the bank transfer payment method, you will receive payment on the registered bank account on the Extranet. You can check the paid booking details on the Finance > Payment List menu.
You can select a payment method available on tiket.com on the Payment Details menu on the Extranet. For security reasons, contact your Market Manager if you would like to change your property’s payment method.
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How do I receive payment through VCC?
To receive payment through a virtual credit card, you need to select the virtual credit card as your preferred payment method on the Finance > Payment Details menu. You can also choose the payment plan to determine the VCC charging period starting date through the same menu. VCC is valid up to D+60 days after the guest check-in date.
You can charge the VCC incrementally with a maximum amount up to the number of rooms multiplied by the number of nights for one itinerary ID. For example, if a guest books two rooms for two nights at your property, you can charge incrementally up to 4 times for that booking.
How to charge a VCC:
- Click the Bookings menu and Search the Bookings submenu
- Find the itinerary ID you wish to charge on the bookings list and scroll left until you find the Card Number column
- Click the VCC Details and input your PIN code
- You will find the complete VCC Details, such as the name on the card, card number, expiry date, CVC or CVV number, and the swipe period
- Input the card number in the EDC or other Point of Sale (POS) machines before the expiry date to charge the VCC
If you need a payment plan option on the booking date for non-refundable bookings, you can contact your Market Manager for further assistance.
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How do I receive payment through a bank transfer?
This tutorial was created based on the Payment List menu on the tix.tiket.com website’s desktop version.
To receive payment through a bank transfer, you need to select the bank transfer as your preferred payment method on the Finance > Payment List menu. You also need to complete the bank account details that will receive the payment on the same menu.
The bank transfer payment method is available for both domestic properties and properties outside of Indonesia. Payment will be processed automatically according to the schedule without requiring billing or invoices from your side. For domestic properties, payments will be processed on the guest check-out date. Meanwhile, payments for properties outside of Indonesia will be processed on a weekly basis. Every week, the tiket.com Finance team will recap and process all transactions from the previous week. Please note that the payment processing time may vary depending on your bank’s policies.
Here’s how to check bookings that have been paid via bank transfer:
- Click the Finance menu and Payment List submenu
- You can see all the paid bookings on the Payment List submenu
- Scroll left to find the detailed payment information, such as the total price, payment method, and payment date
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