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What is a post-book score and how can I improve it?
Post-book score is a rating system that measures the quality of your property’s facilities and services after a guest has made a booking. This score is calculated based on the number of guest complaints (especially regarding check-in and facilities), your property’s response time to these complaints, and your overall review ratings.
Properties with a low post-book score will get a display warning on their property page, potentially impacting visibility. Additionally, these properties will receive weekly performance reports via email.
To help your property achieve a high post-book score and enhance guest satisfaction, here are the steps you can take:
- Respond to Guest Messages Quickly
- Aim for a minimum chat response rate of 65% by replying to all guest inquiries through the Chat feature on your Extranet.
- Respond to chats within 12 hours of the guest’s last message.
- Always end chats with a closing message, as your response rate is calculated based on the last message sent from your property.
- Address guest complaints carefully
- Ensure your property page displays accurate and up-to-date information (facilities, rooms, policies) to minimize complaints.
- Review previous guest complaints and make sure they don’t reoccur.
- Stay responsive to the tiket.com Customer Care team’s messages
- Respond to messages and calls from the tiket.com Customer Care team quickly to efficiently resolve guest issues.
- Ensure your registered phone number and email on the Extranet are accurate and always active so the Customer Care team can easily reach you.
We understand that maintaining consistent performance can be challenging. However, these steps are crucial for ensuring guest satisfaction and maintaining your property’s reputation on tiket.com.
By following these guidelines, you’ll not only improve your property’s post-book score but also provide an unforgettable stay experience for every guest.
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How do I set up room occupancy?
This tutorial was created based on the Property menu on the tix.tiket.com website’s desktop version.
At tiket.com, we use occupancy to describe the guest capacity per room type or unit. It is crucial to understand how to set the occupancy correctly, because room occupancy can maximize your property’s visibility when tiket.com users are searching for accommodations.
To help you with this, we have provided various features in Extranet that you can use to set up your room occupancy easily, such as:
- Maximum Occupancy sets the maximum number of guests that can stay in a room. This is based on the total number of guests, including both adults and children (if applicable) guests who can stay in that room
- Maximum Adult Guests sets the maximum number of adults that can stay in a room. If your property only accepts adults, then the Maximum Adult Guests will be the same as the Maximum Occupancy
- Maximum Children sets the maximum number of children that can stay in a room. This feature is perfect if your property welcomes families with children. Children must be accompanied by an adult, so the Maximum Children will always be less than the Maximum Occupancy
- Minimum Occupancy sets the minimum number of guests required to book a room, such as a twin room that requires a minimum of 2 guests
To help you understand how these features work, let’s look at an example. Imagine your property has a standard room with a maximum capacity of 3 guests, and it allows 1 child guest to stay in the room. Based on this scenario, here are the correct occupancy settings for your room:
- Maximum Occupancy: 3
- Maximum Children: 1
- Maximum Adult Guests: 3 (calculated based on the scenario if there are no children)
With these settings, your property will appear on the tiket.com Search Results Page if a user searches for:
- 2 adults + 1 child
- 1 adult + 1 child
- 1, 2, or 3 adults without any children
However, your property will not appear on the Search Results Page if a user searches for:
- 3 adults + 1 child, because the total number of guests is greater than the Maximum Occupancy
- 2 adults + 2 children, because the number of children is greater than the Maximum Children
Here are the steps to set up room occupancy in the tiket.com Extranet:
- Go to the Room Data (Hotel) / Unit Data (Villas & Apts.) menu.
- Click the Edit icon to the right of the room type you want to change.
- Scroll down to the Bed Configuration > Occupancy section.
- Fill the Maximum Occupancy by selecting the value from the dropdown menu. You are required to fill in this field.
- If this room has a maximum number of adults and children allowed, you can select “Yes” and fill in the Maximum Adults and Maximum Children. You can also skip this setting by selecting “No.”
- If this room has a minimum number of guests required to book, you can select “Yes” and fill in the Minimum Occupancy. You can also skip this setting by selecting “No.”
- Scroll down and click the Edit Room button to save your changes.
By understanding and applying the correct occupancy settings in the tiket.com Extranet, you not only ensure your property information is accurate but also increase the chances of your property being discovered by potential guests. Maximize your property’s visibility by setting up your room occupancy now!
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How to manage additional fees for your guests?
Setting up additional fees helps improve transparency, reduce manual workload, and prevent miscommunication between your property and guests. It also allows properties to easily account for government-mandated local taxes or tourism taxes that customers often need to pay upon check-in, ensuring compliance with local regulations and accurate collection of all due amounts.
Follow these steps in the Extranet to configure your additional fees:
- Log in to the Extranet
- Navigate to the Finance menu
- Select Additional Fees at Check-In
On this page, you will find options to manage your fees:
- Set new additional fees: Add new types of charges specific to your property
- Turn status ON/OFF: Enable or disable the display of additional fees
- Overwrite default settings: Adjust pre-configured options if needed
When setting or modifying an additional fee, you will need to provide the following details:
- Fee type: Specify the nature of the charge (e.g., Local Tax, Tourist Tax, Resort Fee)
- Charge type (choose one):
- Per Guest: The fee applies to each guest
- Per Room: The fee applies per room
- Charge period type (choose one)
- Per Night: The fee is charged for each night of the stay
- Per Stay: The fee is a one-time charge for the entire stay
- Amount calculation type:
- Percentage: The fee is a percentage of a specified amount
- Fixed Amount: The fee is a set monetary value
- Amount: Enter the specific value (percentage or fixed amount) in your setup currency
Ensuring these fees are accurately set up helps provide guests with clear information, leading to a smoother check-in process and preventing potential disputes over payment amounts. Additionally, it’s necessary to regularly review your additional fee settings to ensure they align with your property’s policies and local regulations.
A few quick steps can make a big difference in streamlining your operations. Take action today!
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How do I activate the Geo Rate promo feature on Extranet?
Geo Rate is a special feature that gives you flexibility to offer discounts for specific countries with high potential to drive more bookings to your property. Through this guide, tiket.com will walk you through setting up your Geo Rate promo step-by-step and activating your Geo Rate promo successfully.
Set the Geo Rate promo feature on Extranet
First, make sure you have logged in to Extranet. Select the Promo & Campaign menu, then click the Add New submenu. Under Promotions, choose Geo Rate feature in Targeted Promo section and continue your steps with these guide:
1. Set the targeted location
In this section, you can set your promo by continent or country level according to your needs.
If you want to set the promo on the Continent level, you can select the continent(s) of which the promo will be applied from the dropdown menu. By selecting a continent, your promo will automatically apply to all countries in it. To exclude specific countries, click Add exceptions below the selected continent, then choose one or more countries to exclude them from the promo.
On the Country Level tab, you can choose one or multiple countries where the promo will be applied.
2. Set the discount and minimum length of stay
Fill in the discount percentage and the minimum length of stay required for guests to get the promo.
3. Choose the platform where the promo appears
In this step, you can choose to offer the promo to users who are logged in or non-login users on various platforms. Simply tick the box where you would like your promo to appear in each section (Login and Non-Login), whether on desktop web, mobile web, Android, or iOS.
4. Select room type and rate plan
Select one or more Room Types where you wish to include in your Geo Rate promo. Then, choose at least one Rate Plan for each chosen room type.
5. Set the applicable promo booking period
You can offer the Geo Rate promo anytime or for a certain booking period. If you want to set the promo for a certain booking period, choose Specific days and time. Then, you can select the Start and End dates, and also choose specific days and set the exact Start time and End time for the booking period.
6. Manage the stay period for the promo
You can set the stay period applicable for the promo anytime or during Specific dates only. To set a specific stay period, simply choose Specific dates and set the Start date and End date.
7. Choose your preference in Stack Promos menu
Easily manage how your Geo Rate promo works with other promotions by turning the toggle on or off. Each setting creates a different promo stacking scheme:
- Toggle On: You will combine Geo Rate promo with Regular Promo and also Targeted Promo (Cross-Selling Rate and Corporate & Affiliate Rate).
- Toggle Off: Geo Rate promo will still be combined with Regular Promo, without including the Targeted Promo.
8. Add Blackout Dates (optional)
You can add Blackout Dates up to 30 days per year by switching the toggle on. Select each blackout date by clicking on the calendar view and double-check your selected dates in the Selected blackout dates window on the right side
Lastly, make sure to review all settings and click the Create Promo button to save.
View, edit, or remove the promo
After creating your Geo Rate promo, you can always go back and manage it through the Promo & Campaign menu > Your Promotions submenu > Targeted Promotions tab.
Your Geo Rate promo will be displayed as a single item per country or continent. In every item, you can temporarily stop the promo by switching the Status toggle off.
You can also always review, update, or delete each Geo Rate promo using the Action feature.
Activating Geo Rate is an excellent way to tap into high-demand international markets, helping you stay competitive, attract more relevant traffic, and achieve stronger conversion.
Start maximizing your property potential now with Geo Rate!
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How do I log in to and log out from my property account?
This guide is made from password reset setting procedure in Lignum.
Log in to your property account at Lignum by tiket.com (Extranet) is the initial getaway to effectively monitor and manage your property performance. Any issue in performing log in might affect your decision-making for an even longer time. This guide will prevent you from having so.
3 Steps to login
Before logging in, first make sure to have Lignum by tiket.com (Extranet) app right on your phone. Then, follow the steps as below:
- Open the Lignum by tiket.com (Extranet) app and enter your registered email address and password in the Email and Password box.
- Double-check your password by clicking the eye icon.
- Tap the Log In button after all boxes are correctly filled.
Forgot password issue
Forgot your password account? Here is how to counter only within a short time:
- Select Forgot Password in the Log in page.
- Enter the email address registered to your account in the email box, then click the Submit button.
- Check the OTP verification code in your Email Inbox. Copy the code and paste it into Lignum app. Click the Submit button.
- The app will request you to reset the password. Create a new one in the New Password box and retype it in Confirm New Password. Lastly, tap the Submit button.
- Now, log back in using the updated password.
Steps to log out from the app
Once you bring any task and monitoring to a close or wishing to end the session, exit from the app through these quick steps:
- Choose the Others menu, then tap Log Out.
- Click the Log Out button on a pop-up notification.
- You have successfully logged out from the property account after the Log In page displayed.
Now, you are ready to navigate all the menus on a main dashboard, from Reservation, Inventory menu, the latest tiket.com’s campaign, all the way to logging out from the platform.
With Lignum by tiket.com (Extranet), get the best experience of easy log in, seamless checking check-in and reservation information, and smooth management of room availability and rate.
Download Lignum by tiket.com (Extranet) now by clicking the link below and enjoy the freedom to monitor your property, anywhere.
Lignum by tiket.com (Extranet) on iOS / Android
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How do I update the room availability and rates?
This guide is made from Inventory menu in Lignum.
As a property manager, every moment is a golden opportunity. Keeping your room availability and rates up-to-date with current conditions is a key way to achieve a higher potential revenue. Now, you can adjust both with ease via the Lignum by tiket.com (Extranet).
Steps to manage room availability and rates
Start updating your current room availability and room rates with the steps below:
- Go to the Inventory menu, then select the date and choose the room type you wish to set.
- To manage room availability, click the Edit button at the Allotment section.
- Update in the Manage Allotment pop-up using the (+) icon to add or (-) icon to reduce the number of rooms.
- Click Save button to keep the latest room count.
- To change the room price, click Manage Rates & Restrictions in the room type that needs adjustment.
- Choose the rate plan you wish to update and tap the Edit button to the right of the Rate menu.
- Once the Manage Rate pop-up appears, enter the new room price in the Rate column box. Tap the Save button to confirm the changes.
You also have the flexibility to manage room availability with the Close-out, Close-to-arrival, and Close-to-departure features, available for individual room types. Simply activate them as needed.
How to adjust room availability and rates for a specific period?
Changing the total number of available rooms and room rates for a specific period of time in Lignum by tiket.com (Extranet) is more practical by following these steps:
- Click the Edit multiple dates submenu to set the start and end dates. Then, tap the Edit button at the bottom of the screen to keep the time period.
- The app will display options for Close-out, Allotment, and Rates. Set them as guided previously and save using the Save button.
Your property’s room availability and rates now have been updated on tiket.com! This guide helps your property stay as a preferred option for guests through readily available room types, minimizing the chance of them considering other properties, and consequently maximizing your revenue during the holiday season.
Download Lignum by tiket.com (Extranet) app via the link below, and manage any features quickly and conveniently, all from your phone.
Lignum by tiket.com (Extranet) on iOS / Android
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How to view property reservation information via Lignum?
Staying on top of your latest reservations as a property manager is a key to providing excellent service and making sure your guests have a delighted stay. The good news is, you can effortlessly manage this by regularly checking the reservation right from the Lignum by tiket.com (Extranet) app.
To get started, make sure you are already registered as an Administrator or Reservation user. Then, explore your reservation data by following these steps:
- Open the Lignum by tiket.com (Extranet) app and log in using your registered email and password.
- Upon successful log in, tap the Reservations menu at the bottom of the main dashboard.
- The app will display a page with Check-In and Booking tabs that you can switch between.
- Select the specific date you wish to check and the relevant guests list will instantly appear on each tab.
- You can also review today’s check-ins and new bookings.
For a broader overview, check your property check-in and booking information for any longer period through these steps:
- Tap the month menu in the top-left corner of the page.
- Choose the Start Date and End Date. Tap Save button to confirm the selected period.
- You will find the full list of guests within Check-In or Bookings tab for that entire specified period.
Only have a guest’s name or Itinerary ID? Use the search icon in the top-right corner of the page to easily find bookings by guest name or Itinerary ID.
Next, you can view booking details by clicking on each booking list. You will discover comprehensive guest contact information, check-in & check-out schedules, room information, any special guest requests, cancellation policies, and payment details within each booking list.
With the Lignum by tiket.com (Extranet) app, monitoring the check-in and booking data with all necessary details is no longer a complicated task. Now it’s time to take a quick and optimal action to elevate your guests’ stay experience.
Download the app now via the link below, then monitor your property’s reservation anywhere, anytime.
Lignum by tiket.com (Extranet) on iOS / Android
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How do I confirm guest special requests via email?
This tutorial was created based on guest special request approval using the Gmail desktop website.
Did you know that guests can write special requests when booking an accommodation, such as early check-in, non-smoking rooms, or specific bed types? Of course, these special requests are subject to availability at the property. Therefore, it’s important for properties to respond to every special request quickly and clearly to provide a great stay experience for guests.
Now, you can confirm guest special requests easily via email. If you are registered as a reservation or administrator role in Extranet, you will receive an email every time a guest makes a new booking with a special request or edit a special request from their booking.
Here is the detailed information you will receive via email regarding guest special requests:
- Itinerary ID
- Check-in and Check-out Dates
- Guest Name
- Total Rooms and Length of Stay
- Room Name and Rate Plan
- Guest Special Requests
You can confirm guest requests easily and quickly through the automatic reply button options:
- Approve: the property approves the guest’s special request
- Subject to Availability: the property will try their best to fulfill the guest’s special request, but it is not guaranteed
- Decline: the property declines the guest’s special request
When you select an automatic reply button, guests will receive your reply via the Chat feature in their Inbox in a pre-made template. The reply template consists of brief information regarding the response you selected.
Additionally, you can also reply to guest requests directly through the Chat feature in Extranet by clicking the Custom Reply in Extranet button below the automatic reply buttons. Please note that this custom reply feature is only available for properties that have activated the Chat feature and is limited to selected bookings.
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How Does 2-Factor Authentication (2FA) Protect Your Extranet Account?
This tutorial was created based on the property registration process through the tix.tiket.com website’s desktop version.
To enhance the security of your account, we have implemented Two-Factor Authentication (2FA) on the Extranet Dashboard. This additional layer of protection will help safeguard your account from unauthorized access and potential breaches.
With this authentication process, you will be required to enter a One-Time Password (OTP) each time you or someone attempts to log in to your Extranet account. The OTP will be automatically sent via email or the registered WhatsApp number. To ensure the OTP is delivered seamlessly, make sure both your email and WhatsApp number are verified. As a general security reminder, please do not share your password or OTP with anyone.
In addition, you will receive an email each time a login attempt is made. The following details will be included in the email:
- Login date
- User location
- Device used
- Login status (successful/failed)
Make sure to verify the information provided in the email. If you find any discrepancies, change your Extranet account password immediately for enhanced security.
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What is the Opportunity Center and how do I use it?
The Opportunity Center is an Extranet’s feature to help you identify and resolve any issues that might be preventing you from reaching your full potential. It provides a clear list of tasks you can complete to improve your availability and secure more bookings.
On the Opportunity Center page, you will find a list of tasks grouped into two main categories: Availability and Price Competitiveness.
Availability
This section is specifically designed to highlight the tasks you need to complete to maximize your sales potential, broken down into 5 categories:
- Room and Rate Plan Settings
The tasks grouped under this category are related to the basic settings of your property at tiket.com’s Extranet. Complete these tasks to ensure your property is ready for booking at tiket.com - Unavailable Dates
This category highlights periods when your property is completely unavailable for bookings by guests searching for a room for 2 adults for one night – the most popular search criteria among tiket.com users. You can also check the potential reasons for this unavailability and take steps to fix them - Potential Availability Issues
This category helps you identify and resolve issues that could be affecting your availability, such as expired rate plans or problems with your Channel Manager and Switcher (this will be available if you use Channel Manager or Switcher to manage your rates and availability) - General Policy
Maximize your bookings by taking advantage of opportunities like offering refundable rate plans and meal plans (this will be available if you offer breakfast at your property) - Children Policy
This section helps you set up attractive children’s rate plans to cater to travelers with little ones (this section will be available if you allow children to stay at your property)
Price Competitiveness
Unlike the Availability section, this part helps you ensure your property’s pricing remains competitive. We compare your prices against other properties in your competitive set.
To keep your prices competitive, there are 3 main areas to focus on, each with its own list of tasks:
- Price Competitiveness Issues
Activate the Competitive Set feature so the system can automatically analyze your price performance. Your performance is considered competitive if it meets the following two targets, based on data from the last 7 days.- Price Target: Your average daily room rate is no more than 5% higher than the competitive set average.
- Sales Target: Your total room nights sold are no more than 10% lower than your competitors.
If one of both of these targets are not met, a task for improvement will automatically appear on your page. We recommend adjusting the rate plan for your highest-selling room and participating in relevant promotions, campaigns, or loyalty programs. The system requires several days to process these changes and evaluate performance. This task will be resolved automatically once your metrics are aligned with the set targets.
- Promo & Campaign Optimization
Increase your sales by joining various promotional programs. Here, you can monitor and activate strategies such as:- Early Bird Promos
- Value-Added Promos (e.g., free breakfast)
- Cross-Sell Promos (offering other products)
- Special Corporate and Affiliate Rates
- Static Rate Plan: Contact your Market Manager to set up a long-term fixed rate.
- Participation & Program Engagement
Build guest loyalty and attract premium customers by participating in special member-only programs. The main focus is on:- Exclusive Private Deals
- Blibli Tiket Rewards
Each task comes with helpful buttons to help you solve the issue. After completing a task, simply click the Refresh status icon at the top left corner of the page to track your progress. We will also send you a weekly email reminder of any outstanding tasks, so you will never miss an opportunity!
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