Hotel booking processes are often not standardised in travel agencies. Travel consultants typically shop for hotel rates across a variety of channels: e.g. the GDS, 2 to 3 websites (usually aggregators or metasearch engines), proprietary hotel databases and in some cases agents even double check rates with the hotel directly e.g. by phone or via the hotel’s own site. This is clearly an extremely expensive, time consuming process that sometimes takes up to 40 minutes for just one hotel search!

Amadeus provides hotel content from multiple sources to multiple bookers. Retail, business and online agencies can all use the new solution to access content instantaneously, compare results from different sources for the same hotel all on a single page. No need to visit multiple websites, phone hotels and call centers – agents can find everything via one interface, one page.

The cryptic environment allows you to shop and book the GDS Hotel chain content available through Amadeus.

Hotels Plus also allows you to shop and book the GDS Hotel chain content available through Amadeus but in addition provides the following advantages:

  • Access to aggregator Hotels and rates (aggregator Hotels and rates cannot be booked through cryptic)
  • The ability to compare Hotel rates from multiple sources. In cryptic, Hotels rates are obtained from only one supplier (e.g. the Hotel chain)
  • A graphical environment to search and shop for Hotels (map views, Hotel photos etc.)

Travel bookers – whether leisure or business specialists - typically search between 2 and 5 hotel channels to compare rates and offers – often for the same hotel – before making a booking. Often these channels are the websites of so-called hotel aggregators or wholesalers. This multi-channel search and comparison implies inefficient and labour-intensive processes. Amadeus is responding to the request of our booking customers to integrate the content of preferred hotel aggregators to Amadeus point of sale solutions such as Amadeus Hotels Plus, Amadeus Hotels Web Services and Amadeus self-booking tools.

Seamless integration of such hotel content delivers efficiencies on the upfront search, compare and book processes - where aggregators offers can be compared apples with apples vs. offers coming directly from hotel chains and representation companies on a single screen. This cuts by up to almost 50% the time it takes to complete booking process (Source. Dr. Fried & Partner Study, 2011). The integration also brings efficiencies throughout agency mid- and back-office processes with additional benefits in terms of customer information, tracking and reporting.

Yes, there is no difference between booking a Hotel through cryptic compared to booking through Hotels Plus. Hotels Plus creates an active HHL Hotel segment just like Hotels booked through the cryptic environment.

Active integration of hotel bookings means seamless transfer of hotel booking information to mid- and back-offices to ensure accurate and efficient business processes, invoicing and reconciliation, reporting to clients, monitoring of supplier contracts, etc. More importantly, active PNR integration also allows for efficient international multichannel servicing as travel agents can retrieve and manage hotel bookings through their preferred GDS environment rather than having to go back out each time to the individual third party systems that have been used.

To book aggregators through Amadeus you need to register. This applies to all travel agencies whether you are already customer of a certain aggregator or not. Click here to learn about the registration process and here to submit to us a registration form.

For aggregators that operate on a post-pay basis, any travel agent may make a booking on public rates and payment is typically made at check-out by the traveler (deposit is also possible).

In regards to other aggregators who operate on a different payment basis, prepay/credit line, typically each agency needs to have a prior agreement with each aggregator which will then be recognised and fulfilled once consultants have registered online. Please click here to learn more about all of the aggregators we work with.

Our interactive map gives you visibility on the total accumulated hotel inventory (hotels distributed through Amadeus by chains, representation companies and aggregator partners). You can browse hotels per category at country and city level.

Simply type in the post or zip code and the country name (as the same code format can be used in several countries).

In the destination box enter the name of the attraction you are looking for.

Use the search filters to find the most suitable hotel for your customer:

  • You can specify the Hotel category. If you select one or more categories, then only hotels of these categories are returned. For example, if you want 3 star or greater, then select 3, 4 and 5 star.
  • Hotel name if you know it (e.g. Marriott Grosvenor Square).
  • Maximum price to ensure only hotels within your customer's budget are displayed.
  • Maximum radius to avoid getting results too far from the chosen location. For example, if your customer is looking for a hotel near Buckingham Palace, you probably want to limit your radius to less than 5 km.
  • Meal plan, for example to only select hotel rates that include breakfast.

For larger cities, your customer will often need to stay in a specific location therefore it is advisable not to set a high radius as it will return hotels too far from that specific location. By default, the radius is set on 25 km, you can then narrow it down to 5 or 3 km to ensure the hotels returned are pertinent to your customer’s needs. This is especially useful if you use the map view as this ensures the map does not contain unnecessary hotels. 

For example, if your customer requires to be walking distance from his main office or to a specific place or attraction, you can even narrow the radius down to 1 km to get only results easily within walking distance.

Using the Sources box, you can filter results to display content from only a specific chain or aggregator, only aggregator hotels or GDS hotels only:

  • Type in the name of the chain or aggregator you are looking for:

  • Select Aggregators only (AggOnly) if you are interested in only prepaid rates, as aggregators sell mainly pre-paid hotels:

  • Select GDS only (GDSOnly) to get hotel results only from GDS chains (useful if you are interested in only pay at hotel rates):

  • You can also select from the list:

Your corporate clients may have negotiated rates with some hotels, to access them you simply need to enter the negotiated rate code in the dedicated box. You can add up to 8 rate codes, separated with a semicolon. The hotels with negotiated rates will be highlighted in the search results.

Some hotel chains and aggregators do not support or fully support multiple room search. The maximum number of rooms also varies. Therefore, when you perform a multiple room search you may see that full results are not displayed for some chains or some aggregators. 

The limitations are described below:

Source

Supported  

Comment

Bedonline 

Y

Fully supported. Maximum number of rooms = 5

HRS

Y

Fully supported. Maximum number of rooms = 9

Albatravel

Y

Fully supported. Maximum number of rooms = 5

HCorpo

Y

Fully supported. Maximum number of rooms = 4

Teldar

Y

Fully supported. Maximum number of rooms = 6

Totalstay

   Y

Fully supported. Maximum number of rooms = 4

Sunhotels

Y *

*Results will be returned only if occupancy is the same for all rooms.

Maximum number of rooms = 9

Travelcube

Y *

*Search for rooms with different occupancies will return rooms which match the highest occupancy. Maximum number of rooms = 5

GDS Chains

N

Multiple room search will not return results for this source.

Amadeus Value Hotels

N

Multiple room search will not return results for this source.

 

Alternative methods to book multiple rooms:

  1. For aggregators: book each room one at a time, as separate segments in the same PNR. You can do this very easily by selecting the option "Start a new hotel booking" at the bottom of the Confirmation page as shown in this screenshot:

This will result in multiple segments, with separate confirmation numbers in the PNR, as shown below:

 

  1. For GDS chains: multiple rooms can be booked through the cryptic screen.

 

How to cancel a booking with multiple rooms:

  1. When each room is booked as a separate room segment, each room has a unique confirmation number – CF. You can make cancellations at room level either using the cryptic entry (e.g. XE3), or from the booking list in Hotels Plus.

  1. When rooms are booked using the multiple room option, you will have to cancel the entire booking for all passengers and rooms.
  1. When each room is booked as a separate room segment, each room has a unique confirmation number (CF). You can make cancellations at room level either using the cryptic entry (e.g. XE3), or from the booking list in Hotels Plus:


     
  2. When rooms are booked using the multiple room option, you will have to cancel the entire booking for all passengers and rooms.

Unfortunately, it is not currently possible to filter this criteria. You can consult the cancellation policy in the rate conditions in order to determine if the rate is refundable or not.

The hotel preferences associated with the corporate or agency profile take priority over your search criteria. This means that if you want your search criteria to take priority over the corporate or agency profile preferences, then select No policies in the profile section of the search page.

Sometimes, you may have only one passenger in the PNR but they are sharing their hotel room with someone else. In this scenario, when you enter occupancy 2 in the hotel search, if the aggregator requires all the guests in a room, Hotels Plus will not allow the second name to be entered and you will therefore not be able to proceed with the booking. The solution is to add the second passenger into your PNR. 

There are two ways the search results are displayed.

  1. On the map you can clearly see your search destination with the red balloon and view the distance of the hotels from this location
  2. The list view also displays results by distance

In both cases, the results are sorted by distance from the destination specified in the search. However, you can change this to sort them by price or guest rating:

In order to ensure you can offer the best rates to your customers, when returning negotiated rates, the platform also displays all rates available to you. However, the hotels with negotiated rates are clearly flagged.

You simply need to click on the small blue icon next to “Agency fee”, which will allow you to override your default agency fee (commission) and introduce a new one. Please note: the new agency fee you enter is not in addition to the default agency fee, it replaces the default agency fee. For example, if the default agency fee is 50€ and you change this to 10€, the new agency fee is 10€, not 60€.

The booking voucher will be sent to this address. However, to avoid typing in your agency email address each time, if you configure an email address in your agency profile it will be automatically included in  the “Email address” list box.

Yes, simply use the tool-tip to display the booking conditions by moving  your mouse pointer over the rate decription: 

When trying to add a hotel segment to a PNR that already contains a segment (air, rail…), you will have to commit the PNR (ER) before going to Hotels Plus to add the hotel segment.

In the second tab of Hotels Plus you will find the Booking list, where you can list all the bookings made by your office ID level. You can use filters to narrow down your search and navigate through your bookings.

Modifications of GDS chain hotel bookings can be made in the cryptic environment as usual. 

However, aggregator bookings cannot be modified in the Amadeus platform as aggregators do not allow their bookings to be modified online. Since some of their inventory is sourced from third parties, manual intervention may be necessary.

In order to modify an existing aggregator booking, you should cancel the booking when possible (carefully check cancellation policies to ensure the booking can be cancelled without penalties) and rebook with new details. 

If cancelling the booking would incur penalties or there is a rate change, you can also call the aggregator's helpdesk to make your modification. However, this is not generally advisable as any changes will not be reflected in you Amadeus PNR, so you would need to manually add a remark in the PNR indicating the changes made  

Modifications of GDS hotel multiple room bookings can be made in the cryptic environment as usual as they are created as separate hotel segments, each with its own confirmation number.

However, this is not possible with aggregators because all rooms are confirmed under a single confirmation number. This means that any modification or cancellation requires all rooms to be cancelled and rebooked.

An alternative solution is to book each room separately in the first place. You can perform a multiple room search first to ensure that the number of rooms requested are available. If they are, then redo the search one room at a time to book each room individually. 

It will depend on how you booked the rooms in the first place and whether the room is an aggregator booking or GDS chain booking.

  • With GDS hotel chain bookings:
    • Each segment has its own confirmation number so when the PNR is split, the room goes with the associated passenger to the new PNR.
       
  • With aggregator bookings:
    • If the rooms were booked separately, the hotels rooms can be split as they are created under separate confirmation numbers. When the PNR is split, the room goes with the associated passenger to the new PNR.
    • If the rooms were booked together (as a multiple room booking), then the hotels rooms can’t be split as they are created under the same confirmation number. Instead, the platform will split the flight/train segments and then put the aggregator hotel segments in their own PNR (therefore, you will have 3 PNRs, one for each passenger and one containing the hotel segments). The best way to handle this is to cancel the hotel booking and then rebook each room separately in the new PNRs.

If you make a modification directly with the aggregator, it will not be replicated to the Amadeus PNR as Amadeus has no visibility over changes made externally to our platform. If you want to track any updates in your PNR, then you will need to manually add a remark in your PNR indicating what was changed.

For all aggregators except Amadeus value Hotels, you will need to reprint the voucher through the aggregator’s website or call the aggregator helpdesk.

For Amadeus Value Hotels this can be done through cryptic commands. First of all retrieve the PNR (RT). Then use the appropriate command below:

  • Resend travel document to same email address you used at booking time: HMR(+ segment number). For example: HMR2, this will re-print the voucher for segment 2 using the same email address that was used at booking time
  • Resend travel document and add a comment: HMR(+ segment number)/txt-free Here is your voucher
  • Resend travel document to another email address: HMR(+ segment number)/eml-xxx@amadeus.com
  • Resend travel document to another email address and add a comment: HMR(+ segment number)/eml-xxx@amadeus.com/txt-free Here is your voucher. For example: HMR3/JOHN.DOE@UNIVERSALTRAVEL.FR/Please find your copy voucher, this will re-print the voucher for segment 3 and send it to JOHN.DOE@UNIVERSALTRAVEL.FR with the comment “Here is your voucher”.

There are 2 methods to cancel a hotel room booking:

  • Through cryptic: with an XE on the active hotel segment (or XI if you wish to cancel the entire itinerary)
  • Through Hotels Plus: you will have to search for your booking in the booking list tab, and then you can click on the “trash” or Cancel button:

 

When clicking on the Send Reservation Request button, a request is sent to the aggregator to confirm the booking. If the aggregator does not respond, Amadeus cannot create the hotel segment in the PNR. Very rarely, the aggregator may subsequently confirm the booking and therefore send the voucher/confirmation emails. In this case, you have no Hotel segment in the Amadeus PNR but you have a live booking with the aggregator.

This means that you cannot retrieve or cancel the booking through Amadeus and any interface to your mid-back office is not possible.

In this case, it is recommended to cancel the booking directly on the aggregator website and rebook through Amadeus to ensure you have an active hotel segment in your PNR and you can benefit from all the integration accross systems we provide.

Simply type in the "destination" box the name of the street and the city you are looking for (optionally you can also enter the street number).

In the “Destination” box, type in the name of the city or its IATA code you are looking for (you can add the country if necessary when using city name). A list of all cities corresponding to the name will appear, with the related country and IATA code. You can also directly type the IATA code in the box, then select the destination you were looking for.

If you do not use Hotels Plus for several minutes then any rates displayed are likely no longer available. Therefore, Hotels Plus needs you to restart your session to ensure you have up-to-date rates displayed.  Simply click “OK” to start a new session.

If you have any corporate clients who already have their corporate rates available through an aggregator, we can set this up so that you are able to select the relevant corporation and see only rates applicable to them. If this option is activated in the Hotels Plus interface, you will see an extra field in the advance search features called "Corporation name".

You can select the relevant company from the list and click "Search" to display the correct rates.

Sometimes, you may have only one passenger in the PNR but the traveler is sharing the hotel room. In this scenario, when you enter occupancy 2 (or more) in the hotel search, if the aggregator requires all the guests in a room, then Hotels Plus will not allow the second, or subsequent, name(s) to be entered and you will not be able to proceed with the booking.

There are three categories as follows:

 

Source

All names required   in PNR

Comment

Bedsonline

N

1 guest name per room. Additional traveler names optional

HRS 

N

1 guest name per room. Additional traveler names optional

Albatravel

Y

Guest names are required for all occupants (child names not required)

HCorpo 

Y

Guest names are required for all occupants (child names not required)

Teldar

Y

Guest names are required for all occupants (child names not required)

Totalstay

   Y

Guest names required for all occupants, including children

Sunhotels

N

1 guest name per room. Additional traveler names optional

Travelcube

Y

Guest names are required for all occupants (child names not required)

Amadeus Value Hotels

Y

Guest names are required for all occupants (child names not required)

 

When all names are required the solution is to add the second, or further, passenger name(s) into your PNR. 

To generate the IMR for your hotel segment, you must use the cryptic command BT/A which will generate the non-air IMR that includes the hotel segments. For example, you would use the command BT/A2 to generate the IMR for the hotel segment 2 in your PNR.

If you need to verify that your IMR was correctly generated, you can use the cryptic command BG.

In the second tab of Hotels Plus, called “Booking list”, you can list all the bookings made by your office ID. You can also use filters to narrow down your search and find the exact booking you want.