Connectivity Partner Handbook: Reporting API. Last update: August 2018
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1 Connectivity Partner Handbook: Reporting API Last update: August 2018
2 Topics covered What is the Reporting API? Why do we have the Reporting API? What s in it for you? What s in it for properties? How does the Reporting API work? Invalid credit card process Cancellation No-show Modification of a reservation Extranet vs. API process overview Getting started For Connectivity Partners who ve already implemented the API, what s changed? How do you integrate the API if you have a payment gateway?
3 What is the Reporting API?
4 Reporting API: Report reservation changes to Booking.com The Reporting API allows properties to handle reservation updates for Booking.com directly with their Connectivity Partner, instead of making changes manually on the Booking.com extranet. It can be used to: Report a guest credit card as invalid Cancel a reservation with invalid credit card details Report a guest as a no-show Update changes in guest check-out date and/or price You could implement only one of the endpoints, but we recommend implementing all of them.
5 Why do we have the Reporting API?
6 For PMCs and chains with central reservation desks managing multiple reservations, it can be inefficient to sign into multiple extranets. Using the Reporting API, you can handle invalid credit cards, cancellations and no-shows for Partners can win more bookings by attracting more visitors on their page thanks to Deals in the search results. multiple properties in a single PMS or channel manager interface.
7 Handling invalid credit cards has been listed as the top pain point by properties using Connectivity. Many properties hire an extra FTE to handle invalid credit cards. As it is a manual process, the scope for errors and possibility of complaints increases. The CM/PMS can solve these issues using the Reporting API.
8 Delays in handling invalid credit cards result in reduced availability for customers. Bookings made with invalid credit cards block availability for potential customers. Reporting and handling these cases as quickly as possible helps unblock availability and maintain the occupancy of a property.
9 When asked which of the Booking.com extranet features should be present on their Channel Manager or PMS interface, properties listed handling invalid credit cards as the most important. Property preference of interface Channel Manager 43% PMS 56% Source: Based on a quantitative survey with properties using Connectivity by Booking.com
10 What s in it for you? Solve key partner pain points Better serve your properties and improve your platform. Integrate with existing payment solution Standardise APIs This will automate the process for properties. Easy to integrate with your current reservations page. All data is available to generate a reservation status for the property. Get Booking.com support with product adoption Along with technical support, we ll help you with communication to drive adoption by properties.
11 What s in it for properties? Improved guest experience Properties often have to hire one FTE just to manage invalid CCs with the Reporting API they can reduce workload, human error and the need for an FTE. Guest s and messages are sent automatically from Booking.com improving the guest experience. Release availability quickly Properties handle all reservation operations on PMS/CM. Integration with the API make it easier to manage availability without switching windows. Report no-shows and save commission Properties can report a no-show to Booking.om so that commission is waived (in cases of free cancellation). Property can also let us know if the cancellation fee has been waived. Ease of operations Properties handle all reservation operations on PMS/CM. No need to switch between interfaces.
12 How does the Reporting API work?
13 What is the Reporting API? The Reporting API helps properties handle reservations received through Booking.com. Property checks if credit card is valid. This can be done manually or automated via the payment gateway Credit card details are not valid. Report invalid credit card via Reporting API Guest hasn t updated credit card details or still has an invalid credit card. Cancel reservation via Reporting API Property receives credit card details from guest via Reservations API 3 Guest updates credit card details. Checks them via the Reservation Modifications API 6 Guest has showed up but wants to shorten stay. Update Booking.com via Reporting API 5 Guest has not showed up at the property. Report no-show via Reporting API 7 Handle invalid credit cards, no-shows, cancellations and modifications all from one interface
14 I ve implemented the Reporting API already. What do I do if... I have implemented Great! Here are the changes we ve made: Reporting API already... You can now cancel reservations via the API s cancellation endpoint. A field has been added to report waiver of fees in the no-show endpoint. This will make it even easier to process the waived commission in cases of no-shows and cancellations. Awesome. We ve note some changes. Invalid credit card & no-show process has been updated Cancellation endpoint has been newly added A field added to the No Show endpoint Invalid CCwith Process updated gateway. I work a payment No Show process updated You can integrate our API with your existing payment gateway. Here s how: The credit card details are passed on to the payment gateway directly via the Reservation API. The payment gateway checks if the credit card is valid (zero-authorisation or pre-authorisation as per property policies If the response is negative, report the reservation as having an invalid credit card via the Reporting API. Booking.com works with the guest to update credit card details and updates you via the Modifications API. If credit card details aren t updated or are still incorrect, you can cancel the reservation via the Reporting API. I m a stand-alone Channel Manager. PMS is key. Integrating the Reporting API on its own is not enough as it doesn t reach the end user our properties It s critical that the API is also implemented via all the PMS you connect with.
15 How does the Reporting API work?
16 Reporting an invalid credit card Property views credit card details via Reservations API on PMS/CM Property can view credit card details up to 3 times during the 10 days after the guest books Property views credit card details on extranet Is credit card valid? Property can mark credit card as invalid up until 00:00 local time on the day of check-in 21 Aug, 13:00 Guest is supposed to check in 22 Aug, 00:00 Property can t mark as invalid after this Extranet behaviour Reporting API behaviour Conditions If not, property marks invalid credit card via Reporting API on PMS/CM Property marks invalid credit card on extranet...even when marked via Reporting API Guest receives text message + to update credit card details within 24 hours* Guest can update credit card details just once before the property cancels the reservation *When a reservation is made within 48 hours of check-in, a guest is given 12 hours to update their credit card
17 Cancelling a reservation after reporting invalid credit card Guest doesn t update credit card details Guest updates credit card details Booking.com does a test authorisation on the updated credit card details. Only successful cases sent to property Extranet behaviour Reporting API behaviour Conditions Property receives new credit card details when channel manager pulls modifications. Property is notified via and extranet. Can see new credit card details on extranet Property can cancel after 15:00 local time for reservations with same day check-in Is credit card valid? Property needs to check credit card details and mark as cancelled for invalid cases within 7 days. Otherwise, the property needs to report it as invalid again. Doesn t apply to bookings where the check-in is within 7 days. If not, property can cancel via API Property will be able to cancel reservation 24 hours after marking invalid credit card Guest is always given a minimum of 1 hour to update credit card details. If a reservation is reported as invalid at 16:00 on check-in date, property cannot immediately cancel the reservation and must wait for an hour.
18 Summary of the changes to the invalid credit card process Before Now Property had to use the extranet to cancel a reservation reported as invalid credit card Property can cancel a reservation reported as invalid credit card via the Reporting API Guest was given 36 hours to update their credit card details Guest is given 24 hours to update their credit card details Guest is sent about invalid credit card Guest is sent both an and a text message about invalid credit card Guest gets 3 chances to update their credit card details Guest gets 1 chance to update their invalid credit card within 24 hours of being reported Partners can cancel bookings with an invalid credit card at 18:00 on day of arrival Partners can cancel bookings with an invalid credit card at 15:00 on day of arrival
19 Reporting a no-show Property can mark no-shows within 48 hours starting from day after check-in 21 Aug, 13:00 Guest is supposed to check-in 22 Aug, 00:00 Property can start marking no-show 24 Aug, 00:00 Can t mark no-show after this Extranet behaviour Guest doesn t show up at the property Reporting API behaviour Property marks as no-show via Reporting API on PMS/CM Property chooses the room applicable for the no-show Conditions Property marks as no-show on extranet...similarly for cases reported via PMS/CM Guest receives asking for confirmation of no-show It s a free cancellation. Commission waived by Booking.com It s a non-refundable reservation. Property waives cancellation fees. Reports via Reporting API. Commission waived by Booking.com after confirming with guest It s a non-refundable reservation. Property charges cancellation fee. Commission on cancellation fee charged by Booking.com
20 Commission charges on no-show bookings Scenario Condition Property option Credit card Result Scenario 1 No-show Waived off - No commission charged Scenario 2 No-show Not waived off Invalid No commission charged Scenario 3 No-show Not waived off Valid Commission charged
21 Commission charges on no-show bookings Guest has checked in and wants to change check-out date of a room It s important for a property to do this so that the correct commission is charged by Booking.com Extranet behaviour Reporting API behaviour Property can modify details via Reporting API on PMS/CM Property modifies the stay date and price on extranet Guest receives confirmation on the date/price changes Conditions
22 Recommendation We recommend that you show the real-time status of each reservation to help properties keep track of any changes. 4 2 Report invalid credit card 1 Credit card details received 6 Cancel reservation: invalid credit card or no credit card 3 New credit card details received/pending Update stay date and price 5 No-show
23 Getting started with the API 1 Understanding the API in more detail 2 Find the updated details on the Partner Portal 3 Test the integration using a test property 4 Roll out to properties Here is an overview of the guest and extranet user journey with tips to design your User Interface. If you ve already implemented the Reporting API, you can see what s changed. You can also check out our FAQs in the Connectivity Partner Help Centre Once the testing is successful, you re ready to roll out to properties. To support your roll-out, we ll send s to all your properties announcing the launch. Please let your Connectivity Business Partner Manager or the Connectivity Support Team know when you are ready to go live to all properties.
24 Thank you!
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