RESERVATION AND BOOKING CHANNELS
Payment guarantee and room hold policies
All room reservations at Atana Hotels properties must be secured with a payment guarantee.
In the event of a no-show, the reserved rooms will be held until the following morning to accommodate late arrivals.
Early departure fees are at the discretion of individual properties and may be applied when deemed necessary and appropriate.
It is essential to clearly communicate these fees to the guest either upon request or at the time of arranging an early departure, to maintain transparency and ensure guest satisfaction.
Reservation confirmation process
Upon making a reservation, guests will automatically receive confirmation via email.
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This confirmation must include critical details such as the room rate, cancellation policy and any special terms that may apply during their stay.
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To enhance the guest experience, this confirmation will include a section with information about ongoing events at the property and surrounding area during their stay.
Pre-arrival and post-stay communication
Another letter will be sent to guests two days before their arrival.
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This letter will explain the arrival procedures at the local airport or border crossings.
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Room upgrade is offered and additional activities, if any, are also announced.
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Following their stay, guests will receive a personalized email within 72 hours of departure.
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This email expresses gratitude for their visit and encourages them to complete a short survey about their experience.
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The feedback from these surveys is essential for tracking overall guest satisfaction and identifying areas for improvement.
Global distribution systems (GDS)
Sometimes commercially important Atana Hotels properties integrate with major global distribution systems, including Pegasus, Sabre, Amadeus, Worldspan, and Galileo.
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This integration is a key component of Atana Hotels distribution strategy, ensuring broad visibility and accessibility for guests booking from various channels.
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Each individual property is responsible for accurately completing and submitting their information on rate codes and ensuring that inventory is recorded accurately.
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Always maintain visibility, except during situations such as government-mandated closures or natural disasters.
Web reservations
Atana Hotels Properties must strictly adhere to the e-commerce standards for all online activities. Participation in the brand website is required, subject to applicable participation fees. Properties are responsible for submitting relevant information complying to Atana Hotels’ website content submission standards to ensure accuracy and consistency across the platform.
Travel agent commission
Atana Hotels value travel agents and offer a commission for securing reservations.
The standard agency commission, where applicable, is 10% of the accommodation rate, excluding tax. The property team will be informed of any group agreements with third parties on commission levels to ensure consistency and adherence to terms.
Properties also recognize the contributions of professional conference organizers (PCOs). The standard commission rate for PCOs is 10% of the accommodation rate, excluding tax and gratuities.
This policy will be applied on a property-specific basis and adapted to align with country-specific practices, ensuring both compliance and fairness in commission distribution.