General Information
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What is UtellAgent?
UtellAgent.com is the website created for Utell Hotels & Resorts travel agent customers.
Key features include:
- Access to more than 3,000 hotels
- Advanced hotel search
- Commission enquiry service
- Cancel booking function
- Retrieve confirmation and guest slip function
- Multi-lingual hotel searches
- Utell Hotels & Resorts product information
- Agency booking report
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How do I arrange access to UtellAgent?
To access UtellAgent.com your agency must be affiliated with Utell Hotels & Resorts. If your agency is already affiliated, simply enter your IATA or TIDS number into the login box. If you need to register your agency with UtellAgent, please contact your local reservation office and a reservations agent will be happy to help you.
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Why do I need to login to UtellAgent?
When you login to UtellAgent, the website will remember your IATA or TIDS number. This will allow any bookings made by your agency to be recognised as commissionable bookings, and associate any commission due to your agency. Additionally, your agency will be able to cancel and retrieve booking details by entering the confirmation number alone. Your agency will also benefit from accessing the booking reports (under the “Reservations” menu item).
If your agency wishes to pre-pay bookings using the Paytell System, your agency must have a password set up. To create a password, login to UtellAgent using the standard login (entering your IATA/TIDS number). Then go to the “home” menu option and click on “My Profile”. Once in the “My Profile” page, scroll to the bottom and enter your details in the “Password Creation” form. Make sure the password option is set to active.
To then enable Paytell, please log out and log back in using the secure login. Your property will then be able to pre-pay the bookings via Paytell. Paytell is not available should your agency login via the standard login without a password.
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Why do I need a password for UtellAgent?
If your agency wishes to pre-pay bookings using the Paytell System, for security reasons your agency must have a password set up. To create a password, login to UtellAgent using the standard login (entering your IATA/TIDS number). Then go to the “home” menu option and click on “My Profile”. Once in the “My Profile” page, scroll to the bottom and enter your details in the “Password Creation” form. Make sure the password option is set to active.
To then enable Paytell, please log out and log back in using the secure login. Your property will then be able to pre-pay the bookings via Paytell. For more information on Paytell please read the “Pre-Paid Bookings” section below. Paytell is not available should your agency login via the standard login without a password.
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Contact details
If you have a question or issue and would like to speak to customer support, please click here to view your local number.
If you would like to make a booking via our voice offices, please click here to view your local number.
Reservations
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How can I ensure my client’s reservation is secured for a late arrival?
If you book through our voice reservations department, our reservation sales agents will advise you of the guarantee requirements. If you book via a GDS, always check the guarantee field in the hotel's HOD pages to review the individual hotel's booking requirements.
If you make a standard booking via UtellAgent.com, you are required to enter your credit card details in order to secure the reservation for all arrivals. You will receive a confirmation email that confirms the booking made.
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How can I ensure my client has a smooth check-in upon arrival at their hotel?
After you have made the booking via www.UtellAgent.com, or via a voice office, you will receive a confirmation number on screen. This number confirms the booking. To retrieve a guest slip for the guest to present upon check in, simply use the “Reservations” menu in UtellAgent to navigate to the “Retrieve Booking” option. Once on the retrieve booking screen, enter the confirmation number and click on “Guest Slip”. A guest slip will then appear on screen with the stay details. This can be printed off and given to the guest, or alternatively, emailed to the guest.
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What is the best way to amend a reservation made on a GDS?
If you are increasing the length of stay, it is advisable to make a new reservation for the additional nights. If you are decreasing the length of stay, always check the hotel's current availability first.
If a hotel is fully booked, please contact your local Utell Customer Service team who will arrange for the booking to be manually amended (reasons for this procedure are contained within the HODUI pages of all the GDS's).
It is currently not possible to amend a booking via www.UtellAgent.com. If you have made a voice or UtellAgent booking, please phone our reservation centres to amend.
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How can I check either the status or the details on a confirmed booking?
If your booking was made via our voice centres or www.UtellAgent.com you may view the details by following the simple steps below:
- Log on to UtellAgent.com.
- Go to the “Reservations” menu
- Click on the Retrieve Reservation link and follow the instructions on the screen. You will then receive a confirmation of reservation displaying the Utell logo.
If the booking was made via a GDS, simply recall the PNR (passenger name record) and you can review the details there
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How can I find contact details for the hotel I booked?
On the Internet, simply log on to UtellAgent.com. The hotels address details are listed on each hotel's property information page
On the GDSs, all property details including phone, fax and address are listed in each hotel’s property description.
Cancellation
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If a client needs to cancel a booking close to their arrival, how can we prevent them from incurring cancellation fees?
If the booking is made via the UtellAgent, the cancellation policy details are available in the rate details screen once you have chosen your hotel. Simply click the link underneath the rate description, and the cancellation policy will be explained. If the booking is cancelled before the policy deadline no charges will be incurred.
If a booking is made with one of our reservation sales agents, prior to generating the confirmation number, the agent will read back all details pertaining to the reservation including the cancellation policy applicable for that hotel.
If the booking is made via a GDS, the cancellation information is contained within the rate rules. Details of each hotel's cancellation policy are also contained in the general property information. As long as the booking is cancelled before this deadline, no cancellation charges will be incurred.
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Can I cancel a booking via UtellAgent?
Yes – You may cancel a booking made via UtellAgent or via our voice offices. Simply login to UtellAgent and go to the “Reservations” menu. Click on “Cancel Booking” and enter your confirmation number. You will then be presented with the booking details and given the option to cancel the booking.
Booking Report
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Can I see a report showing bookings that my agency has made via the voice offices and Utellagent?
Yes – login to UtellAgent and go to the “Reservations” menu. Then click on the “Booking Report” option and choose the month applicable. The report can only show a maximum of one month’s data at a time.
Pre-Paid Bookings
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How can I pre-pay via UtellAgent?
If your agency has a credit account, and you have a secure login set up (a login with a password) your agency may pre-pay a booking via Paytell.
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What is Paytell?
Paytell is a service whereby your agency can deduct commission automatically in your own currency from the client’s pre-payment when a reservation is made. Your client pays in advance for their booking, in their own currency, so that you can take your commission instantly. Simply deduct your instant commission from your client’s payment and forward the balance to Utell. We then pay the hotel, in their own currency, in your client’s name. It’s that easy.
Your client will enjoy the benefits of Paytell too. Because the hotel receives payment in advance, your client gains peace of mind knowing that their booking is guaranteed and held for late arrival. And, by paying in advance in their own currency, they know exactly what their accommodation will cost and will not be affected by any possible fluctuations in the rate of exchange.
When the guest arrives at the hotel they simply present a voucher to show they have paid for their booking via Paytell. This improves cash flow for your travel agency and reduces no-shows for the hotel since a pre-paying guest is more likely to keep their booking.
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Am I eligible to pay via Paytell?
To be eligible for a Paytell booking your agency must have a credit account with Utell. If your agency would like to create a credit account, please email Paytell@pegs.com.
Additionally, your agency must have set up a secure login for UtellAgent. To set up a secure login, please follow the below steps:
- Login using your IATA/TIDs number as usual. Use the standard login box.
- Once at the home page, go to the “Home” menu option and choose “My Profile”
- Scroll to the bottom of the “My Profile” page and complete the “Password Creation” form.
- Make sure the password is set to active, and click save.
- Log out of UtellAgent and then re-enter using the secure login (iata and password required). If your agency has a credit account enabled, you will then be able to book using Paytell.
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How do I make a Paytell booking?
Remember that you may only make a Paytell booking if you have a credit account with Utell and you have signed in using an IATA AND password.
To make a Paytell booking follow the below steps:
- Login using the secure login (Password required in addition to IATA and TIDS number).
- Conduct a hotel search as usual. Enter in a location and dates. For example, Paris on 30th September.
- The results screen will show a list of hotels available. If the hotel accepts Paytell, a symbol will be shown underneath the property image. If no symbol is present, you may not use Paytell for a booking at that property.
- Select the hotel you would like to book and click on “Paytell booking”.
- To calculate the total cost of the booking in your agency currency, and to calculate the commission due use the “Paytell Calculator”:
- Click on “Paytell Calculator, Commission & Rate Details”
- A pop up box will appear. Scroll down to the Paytell Calculator (Underneath “Policy Information”)
- Enter your agency’s currency
- Enter the commission percentage. This can be found in the same pop up box in the “Rates Information” section.
- Click on “Calculate Commission/Cost to Guest”
- You will then be shown the total amount of the booking in your agency’s currency and the amount of commission due.
- Your agency can take the commission up front from the guest and pass the remaining money to Pegasus for processing.
- When you have selected the rate you wish to book, complete the booking form. Please do not remove the word “Paytell” from the “Comments” line. No credit card is required to guarantee the booking.
- A confirmation and guest slip showing the Paytell amounts can be retrieved immediately. Go to “Reservations” and click on “Retrieve booking”. Then enter the confirmation number and a guest slip can be emailed or printed for the guest.
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How does the system calculate the rate in my local currency?
The exchange rates are updated on a daily basis. A small administration fee is included when the rates are calculated.
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Can I use Paytell on all bookings?
Paytell can only be processed for properties that accept Paytell. Each property that accepts Paytell will have a symbol next to the name on the hotel results page:
NB: Paytell via UtellAgent can only be applied to bookings with a date of arrival 72 hours in advance of the booking date. If you require Paytell on a booking within 72 hours of the arrival date, please phone our voice offices.
Rates and Payment
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How can my client claim a refund on a prepaid booking if they have to checkout of their hotel earlier than their intended departure date?
As soon as the client knows they need to check out earlier than stated on their original booking information, they must inform the hotel. The reason for this is the cancellation policy listed for the property is valid for each night of the client’s stay. Therefore, they should advise the hotel as soon as possible to avoid any earlier checkout fees.
Also, the client should ensure that they retain documentation from the hotel confirming their reduced length of stay, and if possible, obtain the hotel’s written agreement to issue a refund on the unused nights.
Then submit these documents to your local Utell customer support department who will be happy to issue a refund for the unused accommodations in line with the hotel’s cancellation policy and relevant authorisation.
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What should I do if I believe either my credit card or my client's credit card has been incorrectly charged?
First determine whether or not the charge is a valid charge for hotel accommodations. In the event that the charge is a non-arrival or cancellation fee, was the reservation cancelled in accordance with the hotel’s cancellation policy? If the answer to this question is "No", Utell will be unable to pursue a claim for a refund.
If the reservation was cancelled in accordance with the cancellation policy, do you have the Utell cancellation reference to confirm this? If you do, please forward all relevant documents including a copy of your credit card statement to your local Utell customer support department who will be happy to assist you in having the hotel reverse this charge.
If the booking was pre-paid, the following steps should be taken. Ensure the client provides you with documented proof of this charge, in this instance, the hotel bill is the preferred document. Does this show accommodation costs charged? If it does, please check your own records to ensure that payment sent to Utell has been received and banked by Utell. If accommodation charges have indeed been made to your client, please forward all documentation to your local Utell customer support department who will ensure that a refund is issued.
Hotel queries
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What do I do if my client calls with a complaint about the hotel?
It is our recommendation that if a client is not satisfied with any aspect of their hotel accommodations they should raise the issue with the hotel duty manager immediately. The hotel will wish to ensure client satisfaction and it is their responsibility to ensure the services and facilities they offer are of a level in line with their property rating. Utell does not own the individual properties and is not a tour operator, and thus is not liable for the service performance of individual hotels.
GDS queries
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When making a booking via a GDS, what is the time it takes, and the path taken from my GDS entry to the hotel system and back to me with final confirmation? In other words, are you free selling, or is my booking a real time last room availability reservation?
Hotels have a 'real time' window into Utell's CRS (Unison - NetRez), but the hotel still has to update their own Property Management System. It is either free sell or allocation depending on how the hotel is set up in Unison.
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Can you select client specific negotiated rates via UtellAgent.com?
Yes, negotiated rates are currently available through www.UtellAgent.com, the GDSs or by calling your local reservation centre. Please contact your local customer support department for more details.
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I am an agency that is using Pegasus Commission Processing and have difficulty reading my statement. Who can I contact for help?
Please contact Pegasus Commission Processing directly at memberinfo@pegs.com.
Group bookings
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Our agency books a lot of corporate groups and meetings. Is there a special phone number or desk I can call at Utell that has someone who is really familiar with the hotels' meeting facilities and property features?
Yes, Utell reservation staff can help with your "Group & Meetings" requests. Please contact your local reservations office who will be happy to assist you.
Internet bookings
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What will I be able to view on UtellAgent.com?
UtellAgent.com has thousands of Utell represented hotels loaded. Each hotel has a welcome page which includes an external picture of the hotel, a short descriptive paragraph, the address, location and basic rate information, as well as popular destination city guides and airport guides.
You can also view information regarding special hotel promotions such as GREATRATE, and LATEGETAWAY, plus search for properties that are participating in these programmes.
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How to make a booking on-line via UtellAgent.com
When you login to UtellAgent using your IATA/TIDS number, the website will remember your number and carry it across into the booking engine. It will identify the reservation as a commissionable booking and associated the commission due to your agency.
When you have made an on-line booking via our web site, you will receive an instant reservation confirmation number.
Payment can either be pre-paid (using Paytell), or the reservation will be guaranteed on-line via credit card and final payment will be by the guest upon check out.
E-Confirmations
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What are the reservation confirmations and Paytell confirmations?
The confirmations are concise electronic documents summarizing reservations made for all Utell by Pegasus member hotels. Confirmations can be accessed immediately on www.UtellAgent.com, sent automatically upon request to the Pegasus Solutions reservation agent making the booking, or delivered to registered email or fax addresses within two hours of making/modifying a booking.
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What booking details are included in these confirmations?
- Travel agent address/contact details
- Travel agent contact name
- Guest name
- Hotel details
- Booking details (arrival/departure date, room and rate details, meal plan and reference number)
- Paytell amounts (including commission) and Paytell instructions
Booking terms and conditions
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What are the guest reservation slips?
The guest reservation slip is a booking summary (excluding rate/commission information) that the travel agent may pass on to the guest. The slip includes:
- Travel agent address/contact details and space for a travel agent stamp
- Guest name
- Hotel details
- Booking details (arrival/departure date, room and rate details, meal plan and reference number)
- Booking terms and conditions
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When are e-confirmations issued in the booking process?
The confirmations will be issued instantly after the completion of a booking*.
Confirmations can be retrieved immediately on www.UtellAgent.com after a booking is made, or our reservation agents can email or fax the confirmation direct to the travel agent. Reservation confirmations delivered via our automated system to a registered email address or fax number will take no more than two hours to arrive.
*If a credit/debit card Paytell payment has been requested, the confirmation will be placed on hold until our accounts department has successfully processed the prepayment.
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How does the e-confirmation system work?
Delivery is made via email or fax within two hours of the booking via an automated process for registered travel agents.
Travel agents have the additional facility to immediately retrieve their confirmation of reservation and guest reservation slip via www.UtellAgent.com. Agents are able to print the confirmations or email to one or more addresses.
Agents making a booking through our reservations offices can request their confirmation be delivered instantly via fax or email.
Confirmations may be retrieved and/or delivered as many times as necessary upon request to our reservations agents or using the online tool on www.UtellAgent.com.
For added security on www.UtellAgent.com, bookings may only be retrieved online after travel agents enter their Client ID and a corresponding booking reference.
Confirmations for past bookings are available for up to six months after the guest’s departure from the hotel.
Travel agents will also be able to verify cancellations online by accessing www.UtellAgent.com to retrieve a cancelled booking. An information message will be returned with the guest’s name and cancellation reference number.
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What are the benefits for our travel agent customers?
The confirmations offer travel agents the opportunity for 24/7 service when requiring confirmation information for reservations. This will be particularly useful for GDS bookings which may be made outside our reservation office hours, as well as for last-minute bookings where confirmations will be delivered in a more timely manner to fit travel plans.
The www.UtellAgent.com online facility gives travel agents more control over reservation information. If agents need to verify that a booking has been cancelled, or if they want a confirmation to be sent or resent to a specific fax/email address, they do not have to telephone the reservations office and limit such requests to business hours.
The confirmation system can further help travel agents to save time:
Instant online confirmations or the option of two-hour delivery may prevent the travel agent from having to go back to each file the next day to follow up confirmations.
The guest reservations slip means there will be no need for the travel agent to spend time typing up separate guest confirmations.
For travel agencies requiring a written confirmation before proceeding to make a Paytell booking, the whole process will be quicker and smoother.
Guest reservation slips may be quickly provided to the guest, improving the travel agent’s service levels to their own clients.
In addition, the new e-confirmations will reduce or eliminate waiting time to obtain accounting documentation for Paytell bookings.
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How can travel agents receive the e-confirmations?
To register for the automated delivery of e-confirmations, travel agents should log onto www.UtellAgent.com and select “My Profile” from the drop-down menu under “Home,” or ask a Pegasus Solutions reservations agent the next time they call to make a booking.
