) to the right, you can open and close the
advanced search criteria options. There are various criteria fields that
can be used to create your advanced search.This page presents reservations in a list format for quick and easy access to unprocessed and processed reservations. You can access this page from the RezHUB icon in the Frequent Tasks section of the Passkey Home Screen, from the Event Home page, from the link included in the reservation Notification email or by selecting a hotel from the Delivery Status page.
For hotels with GroupLink integration, the most common use for this page is to fix “rejected” (unprocessed) reservations. Rejected reservations are those reservations sent by Passkey which the hotel Property Management System (PMS) or Central Reservations System (CRS) rejected. A reservation that was rejected is not created or modified in the PMS/CRS, therefore it is very important to fix these reservations and get them sent through correctly.
For non-integrated hotels participating in CityWide events, this screen will be used to access event reservations for manual processing in the hotel's system. Once entered in the hotel system, the user may return to this screen and add the hotel confirmation number to complete the process.
Both integrated and non-integrated hotels may use this screen to print or download a room list report of all processed and/or unprocessed reservations.
IMPORTANT:
Access to this screen for hotels participating in CityWide events is dependent on the Reservation Access Date as set by the event's Organizer. If accessing RezHUB prior to this date, the user will see the error: No Records Found.
Event Organizers have access to this screen and have the ability to Process reservations, enter confirmations, view Delivery Status, etc.
Quick search can be used to search for reservations within a single event or throughout all events in Passkey. There are two ways to search for reservations:
Delivery Status. Search for a particular Delivery Status such as Successfully Processed or Unprocessed.
Passkey Ack#. Search for a particular Ack # to find the status or history of the reservation.
Hotel Confirmation# . Search for a particular Hotel Confirmation # to find the status or history of the reservation.
By clicking the up and down arrow () to the right, you can open and close the
advanced search criteria options. There are various criteria fields that
can be used to create your advanced search.
Select Hotels: Allows the user to select one or more hotels. (multi-property users only)
Select Events: Allows the user to select one or more events. (multi-property users only)
Event Name: Searches for an event name and the results will show any events with similar event names to which you have access. The Event Name is entered by default when you access RezHUB from an event’s Home Page or the Delivery Status page.
Last Name: Searches on a last name for any reservation in the GroupLink database. The results will include the last name of all primary and share/split reservations. If the name match is on the secondary guest’s last name in share/split reservation the last name of the primary guest will also be displayed with additional rows expanded to show the last name of the share/split guest(s). For searches resulting in a match where the last name match is on an “accompanied by” guest, only the last name of the primary guest will be displayed.
Res Delivery Status: You can choose from a drop-down list of different categories of reservation status for your search, such as Unprocessed, Successfully Processed or All Reservations.
Last Processed Date: Searches for reservations processed from 90 days in the past up to and including today.
Res Status: Searches for reservations based on status including New, Modified and Cancelled.
Passkey Ack#: Searches for a specific Passkey Acknowledgement #.
Hotel Confirmation#: Searches for a specific external Confirmation # or Cancellation #. This is the number a hotel's PMS/CRS sends to Passkey when a reservation/cancellation is successful in that system or is manually entered by a hotel without GroupLink integration.
Show Future Reservations Only. This option shows only those reservations arriving in the future, which is the default setting.
Only Show To-Do List Reservations. Shows unprocessed reservations that require some type of action by the hotel.
CityWide organizers and non-integrated hotels will see a panel that allows them to automate the process of entering Hotel Confirmation Numbers, as discussed below.
With each search result you can further sort the outcome by sorting certain column headers. Sorting by column headers will sort the entire list and not just the records displayed on the current page. The following columns are displayed:
Action Buttons. Displays the transfer status of the reservation. Options include Processed (green check mark), Rejected / Errored (red X) and Pending (clock).
Res Stat. Indicates the reservation's status. Reservations will show as either New, Mod (modified) or Cancel.
Last Name (adults). The last name of the Primary Guest on the reservation. The number of adults on the reservation will appear in the parentheses.
Hotel Name. The name of the hotel in which the reservation has been made.
Event Name. The name of the event in which the reservation has been made.
Passkey ACK#. The Passkey acknowledgement (confirmation) number assigned to the reservation
Hotel Confirmation#. The hotel confirmation number for the reservation. This number is either returned automatically by the hotel PMS/CRS system for integrated properties or entered manually into Passkey by a hotel or organization user
Process Date. The last date the reservation was updated in RezHUB. Unprocessed reservations will display the create or modify date of the reservation, otherwise the system will show the last date the reservation was processed by RezHUB either successful or errored.
Reason. Displays the reason (if applicable) for why a reservation was rejected or errored during a transfer to the hotel's system. Hover over the reason to display the full description. Click on the link to access solutions to resolve the error from the Solutions Center.
Action. Provides access to additional information, the ability to access the Event Setup page in GroupLink to edit event details or access to the reservation's XML to view integration messages and responses.
Each row has a Delivery status icon:
Processed. Reservation is
successfully processed.
Unprocessed. Reservation is
in an Error/Rejected state.
Manual. Reservation needs
some sort of manual processing.
You can perform an action for a single reservation or on multiple reservations. For a single reservation you can perform the following:
Info button (
):
Selecting this button displays a pop-up window that allows you to
see the Event IDs, Room type codes, and all guest names that appear
on the reservation that were transferred with this reservation.
Edit Event Details (
):
Selecting this button takes you to the Event Setup page in GroupLink
to modify information as needed such as the group ID or room code.
This button is disabled for hotels without integration.
View XML (
):
Selecting this button displays a pop-up window that will show you
the raw XML data that was transferred to or from the PMS or Hotel
Reservation System. This information is sometimes needed to
further triage problems with reservations.
TIP: If you “hover” over any field which you cannot see the entire name, a popup will be presented showing you the full contents of that field. You can also “hover” over the Last Processed Date to see the status that the external system has for the reservation being transferred.
To perform actions on multiple reservations, choose the reservations by checking the boxes on the left side of the list then click one of the following buttons at the top or bottom of the page:
Process Reservation:
Integrated hotels: Selecting this button re-sends all reservations that have been selected with a checkmark to the hotel's PMS/CRS for processing.
Non-integrated hotels: Selecting this button indicates that you have entered the reservation manually into the hotel PMS and are now ready to mark it as Processed in RezHUB.
View Details: Selecting this button allows you to view the details of a reservation (similar to a rooming list format) as well as view the XML for each transfer history entry for the last 7 days. By selecting this, you will open another pop-up window to view the details of the reservation including all transfer information.
Print Report: Selecting this button allows you to view all selected records in an easy to read room list report. The report will print all rows included in the selected Search.
Room List/Report Download: Non-integrated hotels can use the RezHUB Room List Download feature to retrieve a list of Passkey reservations to add them to the hotel's property management system (PMS) or central reservation system (CRS). This is generally the first step in the process of entering hotel confirmation numbers, as discussed in the following section.
Non-integrated hotels and CityWide organizers can easily import a list of paired Passkey Ack Numbers and Hotel Confirmation Numbers and have RezHub automatically process the corresponding reservations.
This provides a more efficient and comprehensive method than manual entry of the Hotel Confirmation Numbers, and reduces errors. It can also be used to update the hotel confirmation numbers associated with Passkey reservations that have already been processed.
The following steps should be performed by non-integrated hotels when processing reservations from Passkey into the hotel's system and then using the automated import:
Select Room List Download/Report.
Follow the instructions in the wizard to download your room list.
Enter the reservations into the hotel's reservation system.
Obtain the hotel confirmation numbers for the reservations entered. This should consist of an Excel or CSV file that contains at least two columns representing the Passkey Ack Numbers and their Hotel Confirmation Numbers.
Return to RezHUB and, using advanced search, select the delivery status Unprocessed Reservations.
Select the Import Confirmation Numbers button to open a wizard that will guide you.
Once you have entered the import wizard, select Choose file and select the file to import.
Alternatively, you can download a simple template that you can use for importing Hotel Confirmation Numbers by selecting either the Excel Template or CSV Template options. If you have accidentally selected the wrong file, select Replace this file to locate and upload the correct file.
Once you're finished, select Next to continue.
Passkey will automatically detect and map the columns in the file you selected based on their names, if they use the default wording "Passkey Ack Number" and "Hotel Confirmation Number".
If you are using the default template download described earlier, this mapping will be done automatically.
Otherwise, simply select the corresponding columns under Your Header that represent the Passkey Ack Number and Hotel Confirmation Number in your file.
Select Next to continue.
This step provides a preview of the data that will be imported from your file. Select View details to see the first few rows of your file.
It also shows how many records (reservations) will be processed.
If there are errors in the file (e.g. rows in the file with a Passkey Ack Number but no corresponding Hotel Confirmation Number) then they are shown under View Details at the bottom of the screen, and you can select the link Export errors to an Excel sheet if you would like to see the details.
At this point, you can finish the import or return to the previous step to choose another file (e.g if you have corrected the errors noted). You can also select the Exit button to exit the wizard without importing.
Otherwise, if you continue, the file will still be processed but any problematic records (rows) of the file will simply be skipped, and those reservations will remain unprocessed.
TIP: Those reservations in RezHub can be processed manually and do not necessarily need to be corrected in the file.
To continue with the import, select the Import button. The screen updates and a success message appears when all of the Hotel Confirmation Numbers have been mapped to Passkey Ack Numbers.
Select Return to RezHub at the lower right to close the wizard and go back to RezHub.
If you were previously viewing Unprocessed Reservations in RezHub, you will no longer see any reservations appear (since they are now all successfully Processed).
However, if there were any unprocessed reservations (e.g. due to errors in the file you selected) they will remain in view and can be manually processed.
Only reservations that are visible to you, the logged in user in RezHub, can be processed (manually or automatically). This ensures that there is no risk of accidentally modifying reservations in other events that you do not have access to.
Only the Hotel Confirmation Number field is updated during the import, and no other reservation fields are updated.
If you perform multiple file imports, reservations that were previously updated with the Hotel Confirmation Number may be updated again (with the same or a new Hotel Confirmation Number), regardless of their status (e.g. Processed or Unprocessed).
This can be useful if you have accidentally applied the incorrect Hotel Confirmation Number in your original import and need to correct it in subsequent import.
Updating a reservation triggers a modification of the reservation.
The following steps should be performed by non-integrated hotels when processing reservations from Passkey manually into the hotel's system.
Select Room List Download/Report.
Follow the instructions in the wizard to download your room list.
Enter the reservations into the hotel's reservation system.
Obtain the hotel confirmation numbers for the reservations entered. You can do this in the hotel PMS or CRS by downloading an alpha order room list.
Return to RezHUB and click the header "Last Name(adults)" to sort the entries in alpha order. This way the entries in RezHUB will be sorted in the same way as your list.
Clicking on the green check action icon will change the icon to the manual (clock) icon and allow you to complete the Hotel Confirmation # field.
Enter the hotel confirmation number for each reservation in turn. Depending on how many reservations require processing, there may be several pages you need to fill in.
Click the Process Reservation button when you're done.
TIP: The default sort order is by Process Date. To easily match the list in RezHUB to a room list generated out of the PMS, change the sort order to last name.
If a reservation is already in your PMS system and you want to match it up with an existing reservation in Passkey, perform the following:
Manually process the reservations by using the checkbox and selecting reservation(s). Your cursor will automatically be moved to the first available open field so you can enter either External Confirmation # and/or External Cancellation #.
After you have updated all of the necessary details you will select the Process Reservation button at the top or bottom of the page.
NOTE: The Process Reservation button will not become active unless new details have been added to at least one reservation. The following message will appear: Please enter the confirmation number.
Search for reservation using either Quick Search or Advanced Search.
Correct the reason for reservation being rejected. The most common reasons include not enough inventory in the PMS or Hotel Reservation System, the GroupLink setup is invalid or incomplete, and incorrect settings in the PMS or Hotel Reservation system.
Select the reservations to Process or view and do one of the following actions:
Select the Process Reservation button to re-process the marked reservation(s) in the next transfer.
Click the red X icon to change the status to Manual, add an external confirmation number and click the Process Reservation button.
Select the View Details button to view the marked reservations in a report.
Depending on the type of interface you have, the icons and functionality outlined below may differ.
Share/Split Reservations: A reservation that is a true split will have a different presentation on the RezHUB list than a single or “accompanied by” reservation. A share/split reservation will display an black arrow icon that shows multiple guests. This indicates the row is expandable to show the names of all guests. When the rows are expanded, details are displayed for the primary guest only, which include number of guests, error reason, and check-in/out.
For all guests associated with a share/split reservation, the details include first and last names, Passkey Acknowledgement #, External Confirmation #, and External Cancellation #.
“Accompanied by” Reservations: If your property supports only “Accompanied by” and not share/split reservations the reservation will appear on the RezHUB however only the primary guest’s name will be displayed. The row cannot be expanded for an “Accompanied by” reservation. In the “Info” pop-up, all guest names are included in the reservation as a reference.