Key Processes FAQs
In this section, we aim to provide clarity and understanding on critical processes that often raise questions and uncertainties.
By following these processes diligently, you can achieve efficient management and reduce workload for your teams.
We encourage you to explore the topics below and suggest to us explanations for any other processes that require further clarification.
Add hotels to the Service Agreement
If you need to modify a Service Agreement in order to include new alternative hotels (to have them available for confirmation in the platform), please always contact your crafter and product team by email.
Please, remember you have to confirm the definitive hotels at least 30 days before the date of the first service of the booking, so you must handle this process with sufficient time in advance.
Confirmation of a hotel not available in the Providers Platform
Remember that, in the Platform you will have available to confirm the hotels that are included in the Service Agreement of the Service.
To confirm a hotel that is not available in the Providers Platform (because it's not included in the Service Agreement), please contact your crafter via email, include the product team of your area* and clearly explain that you need to confirm a hotel that is not listed in the Providers Platform and the reasons why you need to confirm those hotels.
The crafter always needs to validate the hotels that are not included in the Service Agreement and initiate the necessary internal process.
*the product team of your area could be:
latam@exoticca.com
northamerica@exoticca.com
africa@exoticca.com
asia@exoticca.com
europe@exoticca.com
middle.east@exoticca.com
oceania@exoticca.com
How to change a hotel already confirmed in the Platform?
To change a hotel that has already been confirmed, you need to use the "Massive Action" functionality within the My Services section. This feature allows you to confirm a new hotel and replace an already confirmed one.
Here you can find the step by step instructions of how to do it: KB - Massive Action: Confirm/change hotels
Flight changes: Important information
Normally, when a flight change occurs, the information in the flights section will be automatically updated (and you will receive a notification). However, there may be cases where this automatic process fails and the flights in the flights section are not updated. When this happens, our agents will upload in the booking a document with the flight information updated and you will receive a notification of new document added to the booking.
Therefore, please keep the following in mind:
If there are no flight documents/PDFs in the "Documents" section of a booking, the information in the "Flights" section will be up to date and accurate.
If a booking has a flight document/PDF in the "Documents" section, the document takes precedence over the information in the "Flights" section. Please, refer to the document for the most up-to-date information, as the details in the "Flights" section may not be updated.
We are currently working on improving this process 🚀