Hotel Sales Platform : FAQ

API

What is Commission / TotalProfit field in GetPakcges RS ?

"Commission" - in ‘Net’ contacts. (The commission the Client will get from the Supplier) .
"TotalProfit" - in ‘Gross’ / ‘Gross as Net’ contacts . (The Total profit the Client will get from Supplier).

What is the difference between 'OriginalPrice' and 'FinalPrice' ?

'OriginalPrice' - what displayed to agent (before markup)
'FinalPrice' - what is displayed to the end customer → selling price (after markup).

What amount do we charge the end customer ?

“FinalPrice”.

Prices we received in our first search request become much higher at a later stage.

When initiating a search for rates from suppliers through HSP, the initial rates provided are often cached and not live. This caching is done by suppliers to reduce strain on their servers. When you proceed to book the rate, our system validates the price by fetching the actual live rate from the supplier. This can sometimes result in a higher price than the originally quoted cached rate. Consequently, you might encounter an error indicating that the rate is no longer accessible or that the price has been altered. The extent of this issue depends on how much the price has increased from the initial cached rate.

Why does the room continue to return in the search response although the room is not available.

The inventory is dynamic. Hence, it could be that the room was already booked by the time you have decided to book it. Also, please note - we are only sending the inventory that the suppliers respond to us without manipulation on the received data.
Please contact the Supplier and ask to check on their ends.

Why do I see less hotels through the API or EKK vs. the Supplier website/portal ?

HSP is loading and mapping Hotels from each Supplier on weekly basis,
Once the process of loading and mapping Hotels completed successfully Hotels are available to be searched and booked.
- If you are searching Hotels by IDs - make sure that you loaded and mapped all Hotel IDs we recommend downloading Hotels on a weekly basis - via Mapping.Works lite.
- Can be that the Supplier didn’t update the Inventory list that should be loaded by HSP. You have contacted the Supplier and verify they are providing the Hotels that you didn’t receive in the response.
- Can be the Supplier is not providing his full inventory to HSP. You have contacted the Supplier and verify they are providing the Hotels that you didn’t receive in the response.
  Check if you set a Timeout value that most of the Suppliers are not returning results, You can edit the Timeout value and check if you get more Hotels in the response.
- For example, in the following image, a customer tried searching for a hotel in a 25Km radius, and couldn't find any results, that is due to the fact that the hotel is in fact over 60Km from the location he searched, make sure you examine the location you search for and the radius range.

Why in some cases, HSP adds a "A"s / Duplicates the last letter to the end of the pax name ?

It's important to note that in certain situations, appending the suffix "A" is necessary for a successful booking.
This might be required in cases where the passenger name is too short, or when dealing with duplicate names, such as when the same name is given to all allocations.

What affects response time ?

1. Supplier Response Time: This refers to the time it takes for a supplier to provide their response to a request.
2. Timeout Settings: Timeout settings can be configured at both the user/API level or for individual hotel search requests. These settings determine the maximum amount of time you are willing to wait for a supplier's response. If this time limit is reached, HSP will cease waiting and return a response to you.
3. System Scale-Up: Currently, if you are operating within a shared cluster along with other small to medium-sized business clients. This means that any abuse or stress testing by a particular client within the shared cluster can result in slower response times for all clients sharing that cluster.
- You can set a lower Timeout setting or contact the supplier and ask to return a faster response.
- If you expect to have a high number of searches and would like to have your own dedicated cluster, it's doable, take into consideration it comes with costs .

I am trying to make a hotel booking request but I'm receiving the following error: "Book request does not match selected package - room 6b1ee20d-7545-4acb-9730-fa80813afd5a should contain 1 adults."

This error is returned when there is a mismatch between the package ID and the room ID.
When submitting a booking request, the most important fields are HotelID, LeadPaxRoomId, PackageID, and Allocation,
While LeadPaxRoomId and Allocation are the room ID from "GetPackages", and the package ID is simply the package ID from "GetPackages".
In order to solve this issue, make sure you're grabbing the correct Package ID and room ID of the same package.

Back-Office

Instead of CXL/NR there is a sign → ℹ️ , Why ?

The Cxl-Policy from supplier is missing some fields , so we don't trust fully on the policy.

Net vs Gross Supplier , what is the difference ?

Net - Can pay Cash. May also have a payment gateway of yours (CreditCardInternal).
Gross - Client/End customer sends CC in the Book-Request to supplier (CreditCardExternal).

I cannot book an Item.

You can book only items that returned in the last search results of the current session!
Check in the Log Viewer the Error message and the response from the Supplier (Supplier Book Response) - in most of the cases the Room is Sold-Out.

How to reset password when there’s 2 emails to the user. (Usually ‘Fail’ message when resetting)

If the mails are in this format “[email protected];[email protected]” → It will fail .
In order to get the reset password to [email protected] , the format should be :
“[email protected]; [email protected]” (added a space after the semicolon “;”).
Meaning → Only the second mail gets the reset mail , only if after the semicolon “;” there’s a space .

How does the Hotel Rules engine work ?

Root node has no rules :
- Child node should be able to assign rules to his node.
  Root node has defined rules :
- Child node should inherit parent's rules
- Child node can override existing rules:
  As a guideline, all parent rules are checked for child node. Child node can:
- Assign new rules (add to parent's existing)
- Uncheck existing rules from parent.
- If all rules match parent node, all rules are defined as inherited and not self-assigned.

Why the reservation is Canceled on Supplier side , but remains with status "OK" in Gimmonix ?

The best practice - is to cancel the segment in HSP side .
In case the reservation canceled on Supplier side - please initiate "Check Status" request to update the updated status .

New user can't see the "Book Hotels" / "Manage Orders" and etc. in the Back-Office .

Make sure that the specific user is assigned with the correct and relevant User Permissions .

Glogs

Where and how I can find the Logs for a specific Order/Segment ?

HSP provides a Log Viewer tool that you can login and finds all Sessions with the Requests and Responses for a specific Session ID.
In the Log Viewer website logs.hsp.gimmonix.com
Fill in the ‘Search’ box Segment ID (from the confirmed reservation) or the Session ID (that you used in this specific Search / Book flow)

What is the difference between "NodeRulesV2Summary" & "RulesV2DebugInfo" ?

NodeRulesV2Summary - Rules that inherited from parent Node. (will be missing from the logs when no Rules inherited)
RulesV2DebugInfo - Rules that are assigned to the user (not inherited).

General

What is the difference between Cancellation & Hotel policy ?

Both are the same.

Can HSP provide a city mapping file that includes coordinates (longitude and latitude) along with the respective city names and codes?

To map cities effectively, clients should utilize a third-party tool for converting city names into their corresponding latitude and longitude coordinates. For example: Geocoding API overview

Mapping.Works Lite : FAQ

Question	Answer
How to map Chain code to Chain name ? (the mapping file contains only the chain code)	In the upper right side in mapping.Works lite → click the “question mark” → click “Chain table” → this will download the wanted table .
Can I add additional suppliers ?	Mapping.Works Lite allows you to add HSP partnered suppliers only. If you wish to add additional suppliers that are not currently in the list, please contact your success manager.
How often can I run mappings?	Anytime, 24/7.
Is this upgrade free of charge?	The basic Mapping.Works Lite is free of charge, the upgrade will incur a fee. Please contact your customer success managerforfurther details.
Can I get my suppliers’ codes ?	Supplier codes are available as part of the upgrade.
How often should I download my mapping data?	We suggest downloading at least once a week.
I do not want to receive apartment data, can you send only hotel data?	Yes, just select “Hotels Only” from the inventory section on the dashboard before running mapping.
Do you support apartment data in addition to hotel?	Yes, we support data for apartments as well. Just select “All Properties” from the inventory inventory section on the dashboard before running mapping.
I currently receive occasional emails from Gimmonix’s support team with a hotels data file, will I continue to receive these?	Mapping.Works Lite willreplace the emails you previously received. You will now be able to access our most up-to-date static data 24/7.
How do I upload my Inventory?	Go to your Mapping dashboard and click on "Upload your inventory" (CSV or .XLS format)
What fields does my inventory need to contain?	There are 3 mandatory fields that Mapping.Works needs you to provide: Hotel ID, Hotel Name, Country code (ISO2/ISO3) or Country Name.
How do I connect to suppliers?	Go to your mapping dashboard, click on "Connect Suppliers" and choose the supplier you want. After choosing the supplier, upload your inventory, accept the terms and conditions and click "Finish".
How do I connect suppliers that don't appear in Mapping.Works (Custom supplier)?	Go to your mapping dashboard and click on "Connect Suppliers". Click on "Add Custom Supplier", upload the custom supplier inventory, accept the terms and conditions and click "Finish".
What is the "Inventory Data Quality"?	The “Inventory Data Quality”view allows you to assess the quality of your inventory file upload (always the latest one) by the columns' data and the overall quality mark.
I have uploaded a new inventory but the dashboard still shows the previous one	To see the updated inventory in your dashboard, run a new mapping. Then it will be shown.
Why do I need to use "Data Fields"?	Taking into consideration multiple client’s data, Mapping.Works provides the most updated data fields. This allows you to have the most accurate and updated data for your hotels which you can then upload to your inventor
What is the "ConfidentLinks" file?	The confident file contains the properties which Mapping.Works identified as confident to be mapped to your inventory, provided to you in a CSV file for an easy upload to your system.
What is the "Confident" file?	The confident file contains the properties which Mapping.Works identified as confident to be mapped to your inventory.
What is the "Possible Mappings" file?	The "Possible Mappings" file contains the properties that Mapping.Works has been able to map with moderate confidence. A property is mapped at moderate confidence when the property information provided is insufficient, which prevents the system from completing the mapping.
What is the "Possible Links" file?	The "Possible links" file contains the properties that Mapping.Works has been able to map with moderate confidence, provided to you in a CSV file for an easy upload to your system. The properties in this file would be the ones with insufficient property information, which prevents the system from completely their mapping.
What is the "Not Mapped" file?	This file is for our internal checkup. It shows hotels that Mapping.Works wasn’t able to identify in our system.
What is the "Errors" file?	This text file outlines all the records the system was not able to process. These would normally be records which are lacking information in at least one mandatory field ('Hotel Name' and/or 'Hotel id') or, alternatively, were recognized as test properties.
What is the "Opportunity" file?	The "Opportunity" file contains properties that your suppliers offer and are currently not in your inventory. These could have potential for you to improve your offering to your clients.
What does every column in the confident/ possible file refer to?	Column A - O - These are the entries provided by you in the source file: Hotel ID (Source Key), Hotel Name, Address, Phone, ZipCode, CityName, CountryCode, State, StarRating, Lat, Lng, RoomCount, Fax, Email, Website. Column R - MappingWorksHotelID - This is the HSP Hotel ID of the mapped property. Column S - until first Supplier column - This is the information that HSP has for the property, according to the data fields you have requested to have in the file. Suppliers Columns - This will be arranged by the suppliers you have requested to connect to. The information in a certain column of a supplier will show you the number of properties the supplier has in each file you open
What is "Coverage Ratio"?	This number shows you the ratio between mapped properties and the total number of supplier properties. In other words, it informs you on how well the supplier inventory is represented in your inventory file.
What is "Review Mapping"?	The "Review Mapping" process is a convenient way for you to find hotels and review their mapping. The system enables you to research and find hotels by the following search options: Hotel ID, Hotel Name, HSP ID, Supplier Hotel ID, Country, City, Address
What is "Review Possible"?	The "Review Possible" process is a way for you to review hotels that we marked as possible and help you decide if you can mark them as confident. This is a one time process and once you click "Yes", the system will identify the hotel as confident. It won't appear as possible for next mapping run.

Room.Works : FAQ

Question	Answer
Do you have a dashboard or interface, or is your room mapping solution only available through API connection?	- The main focus is the API. Dashboard access is available to allow manual review of rooms mapped in any given property.
Is it correct to say that after API integration, what we need to do is to consume your Gimmonix Room ID which contains grouped rooms? If so, is the Gimmonix room ID static? e.g. if the next time we run the mapping, the same room group will always have the same Gimmonix Room ID.	- Correct. Room IDs are static. When a new room group is created or is mapped differently, a new room ID will be created. Room names can slightly change - from double room to Double Room as an example.
What is the onboarding process? Will there be support from Gimmonix team and what's the scope?	- The onboarding process starts with a kick-off meeting, provision of live account credentials, relevant documentation, implementation review session and availability of technical and product teams members to address any open questions.
For integration and maintenance, what kind of support can you provide?	- For integration, full documentation is provided as well as test credentials. Technical support is available for clarifications if such arise. Maintenance is minimal and any technical and/or ongoing product questions are handled via a dedicated ticketing portal.
How often you update your room data if applicable, and what data is updated during the process?	- We update data from the suppliers on a daily basis. We update both static and dynamic data. We consolidate the data and creates updates on a weekly basis.
What happens if a certain room is inactive, or was active but is no longer active after a period of time?	- Customers are expected to run a full refresh on a monthly basis. The inactive rooms will not be returned in the newer mapping.
What happens when a certain hotel has a new room type?	- This happens frequently, This is determined in the weekly updates, we will map to the new room type.
If there's a room mapping issue, how do we raise it to you? What if there's material costs incurred?	- Issues are raised via dedicated ticketing portal, typically addressed witihn. 24-48 hours when related to an individual property item. Investigations for more complex ceases and resolution of root cause is more difficult to estimate, but based on past experience usually within a week, including testing, QA and full data cycle refresh.
What to do when we onboard new supplier? What if this new provider is not yet registered in Gimmonix	- The room mapping solution is source agnostic allowing you to send ANY supplier, regardless fi they have integrated or not integrated with Gimmonix.
Does your room mapping solution work for room inventories sourced from Switch? Is there anything we need to do to enable it?	- Yes, there's no difference in the inventory being from a switch vs any other source, the only thing that would matter is that it contains the relevant room information.
What are the static data that are included in the room mapping logic? Is room perks/facilities considered in grouping the rooms?	- All data is considered but is not treated equally. The approach treats the data on a per hotel basis e.g in one hotel that would. be in a ski destination a fireplace would be an important data point vs non-existent one in a city hotel.
Why different rooms are with the same room images ?	The images of the rooms are sourced from various content providers. Therefore, occasionally, when certain rooms lack their own images, the same pictures are used for different rooms. In certain instances, this issue can be addressed. However, most often, the images are not provided by the suppliers, leading to a situation where no specific image can be assigned to a particular room.