Montage & Pendry: Booking Engine Overview

Overview

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• What is RevRaise?
• Getting to the booking engine
• Accommodations
• Booking Engine vs. Website
• Information Needed for New/Modifying Rooms
• Upgrades
• Amenity Fees
• Synxis vs. Requires Manual Setup
• Q&A

What is RevRaise?

You may see the term “RevRaise” on a booking-engine outage email, or a response to a support ticket. This is just referring to your booking engine.

RevRaise is AZDS’ proprietary booking engine software, using Synxis Channel Connect.

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Generally, since Montage/Pendry are on a custom, bespoke template, this term isn’t used.

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You will receive important updates with this logo (since we do not want to delay an update to customize message for our bespoke templates)

Getting to the Booking Engine

Getting to the Booking Engine

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There are many ways to enter the booking engine across the Montage and Pendry websites, and the user experience intentionally varies based on the entry point.

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Here are the post common entry points:

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• Homepage Widget
• General “RESERVE” or “RESERVATIONS” CTA Buttons
• Accommodations Pages
• Offers Pages
• Metasearch Listing (paid or organic)

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Based on the entry point, you may land on Step 1 OR Step 2, and there may be certain parameters (dates, rooms, offers, etc) that are pre-selected.

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CTA in top right corner > General Step 1

On any website page, select “Reserve” (Pendry) or “Reservations” (Montage) in top corner. This will direct the user to Step 1 of booking engine, with no pre-selected criteria.

Pendry

Montage

In this pathway, all available rooms & offer plans are visible.

Homepage Widget > Step 2 with Pre-Selected Dates

Default dates: Check-in: today | Check-out: tomorrow (If other default dates are preferred (e.g., due to a prolonged hotel closure or a hotel that isn’t open yet), let AZDS know and these can be manually updated)

1. Calendar Widget reflects real-time availability to reduce errors. (You can still select unavailable dates, which would result in an error)

2. User selects preferred dates, and “apply” > “check availability. You must click “apply” for the dates to stick.

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3. The user is taken to Step 2 (room & rate plan selection), where the dates are pre-selected.

Pendry

In this pathway, all available rooms & offer plans are visible.

Homepage Widget > Step 2 with Pre-Selected Dates

Default dates: Check-in: today | Check-out: tomorrow (If other default dates are preferred (e.g., due to a prolonged hotel closure or a hotel that isn’t open yet), let AZDS know and these can be manually updated)

2. User selects preferred dates. You can immediately select “Check Availability” or if you click out of the widget, the dates are auto-applied to the widget.

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3. The user is taken to Step 2 (room & rate plan selection), where the dates are pre-selected.

Montage

In this pathway, all available rooms & offer plans are visible.

1. Calendar Widget reflects real-time availability to reduce errors. (You can still select unavailable dates, which would result in an error)

Accommodations Pages > Step 1, with Room-Specific Availability

CATEGORY PAGE

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INDIVIDUAL ACCOMMODATIONS PAGE

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https://www.pendry.com/san-diego/booking/#/booking/step-1?room=B1ST

https://www.pendry.com/san-diego/booking/#/booking/step-1?room=B1ST

Both scenarios will direct to Step 1 of the booking engine, but will reflect calendar availability only for the applicable room type (due to the room=CODEHERE parameter). If there is no availability for that room type (at all), a user will see an error message.

Pendry

Example

Codes are set up in WordPress (if a code changes, AZDS team also updates in this location)

Accommodations Pages > Step 1, with Room-Specific Availability

CATEGORY PAGE

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INDIVIDUAL ACCOMMODATIONS PAGE

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Both scenarios will direct to Step 1 of the booking engine, but will reflect calendar availability only for the applicable room type (due to the room=CODEHERE parameter). If there is no availability for that room type (at all), a user will see an error message.

Montage

Example

https://www.montage.com/healdsburg/montage-reservations/#/booking/step-1?room=VSTU

https://www.montage.com/healdsburg/montage-reservations/#/booking/step-1?room=VSTU

Codes are set up in WordPress (if a code changes, AZDS team also updates in this location)

Offers > Step 1 With Availability for Offer Only

https://www.pendry.com/san-diego/booking/#/booking/step-1?promo=PROSTE

Step 1: Calendar with availability for promo code only (including restrictions). You can confirm with promo code being pre-populated.

As the user moves to Step 2, they will only see the designated promo code plan

Pendry

Example

Offers > Step 1 With Availability for Offer Only

https://www.montage.com/healdsburg/montage-reservations/#/booking/step-1?promo=PRO3NF

Step 1: Calendar with availability for promo code only (including restrictions). You can confirm with promo code being pre-populated.

As the user moves to Step 2, they will only see the designated promo code plan

Montage Example

Metasearch

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On the metasearch listing, dates and # of adults are pre-selected. Once the rate is clicked, user is directed to Step 2 of booking engine with the dates pre-selected. Corresponding rate should also show.

Accommodations - Pictures & Descriptions

Category Pages

PENDRY

MONTAGE

The Accommodation Category webpages photo gallery matches the booking engine (first photo is Synxis = appears first). The descriptions here also match the booking engine

Category Pages

General category photos are the only accommodation page photos NOT linked to Synxis.

MONTAGE > Category (e.g., Rooms, Suites) Hero Images

PENDRY > Accommodations general page highlighting category options (e.g., Rooms, Suites)

Montage > Menu Item: Residence Pop-Up

This pop-up selection appears if you select “Residences” for Montage on the top navigation.�Reach out to AZDS if these pictures need to be updated (obtain corporate team approval first)

These do not link to Synxis.

ALL Pendry room photos pull directly from Synxis.

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• Hero Image = 1st Image in Synxis�
• Image by Bulleted List = 2nd Image in Synxis �
• Gallery = 3+ Images in Synxis
• If there are not at least 3 images, the gallery will not be displayed

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Individual Accommodations (PENDRY)

ALL Montage room photos on individual accommodation webpages pull directly from Synxis

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• Hero Image = 1st Image in Synxis�
• Image by Bulleted List = 2nd Image in Synxis �
• Gallery = 3+ Images in Synxis
• If there are not at least 3 images, the gallery will not be displayed

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Individual Accommodations (MONTAGE EXAMPLE)

Accommodations - PENDRY

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The following items are NOT pulled from Synxis and require a manual update

(AZDS currently manages these)

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• Room Page Title (Welcome to Your __________)

• Amenity Icons

• Triple Box

Accommodations - MONTAGE

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The following items are NOT pulled from Synxis and require a manual update

(AZDS currently manages these)

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• Additional Details
• Beds, Room Size, Occupancy View, Bathroom

Accommodations

ADDING a New Room Type

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Basics: Room Name + Code (e.g., Name: Ocean Horizon King Room | Code: HK)

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Category + Button Information:

• Will need to provide base category name + button name

o When applicable, use a “View” for the button

o Do not pick an identical button name for one that already exists, as this can create a confusing user experience

o Follow existing format (e.g., if they end in “view” do not submit “views”)

• If this is a brand new category, you must indicate where in the category order it should appear
• o Standard order is King Rooms, Queen Queen Rooms, Studios, Suites, Specialty Suites, Residences, etc. but sub-categories often vary by property

Filter Information

• Room Type (Room, Suite, Accessible, etc.)
• # of Bedrooms
• # of Beds

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Upgrade Mapping - Ask your revenue management team

• What room (if any) should be offered as an upgrade option?

Failure to provide all of this information will result in broken/inaccurate room filters, and uncategorized rooms

Please provide the following info to AZDS

Accommodations

REMOVING a New Room Type

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Basics: Room Name + Code (e.g., Name: Ocean Horizon King Room | Code: HK)

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Failure to alert AZDS of a room type removal will result in:

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1. An outdated webpage
2. Corresponding broken link (error on booking engine)
3. Permanently “unavailable”

In this scenario, if the Accessible City King room was removed, and the mapping was not updated, this “Unavailable” button would be permanently displayed

Please provide the following info to AZDS

Sort Order

Sort Order: Setup

The category order is manually configured by the AZDS team.

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If a new category is being added, please specify where it should fall within the order.

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While categories vary by property, generally entry level rooms are introduced first as the value gradually increases. Accessible should always be at the bottom.

1. King Rooms
2. Queen Queen Rooms
3. Studio Suites
4. One Bedroom Suites
5. Two Bedroom Suites
6. Residences
1. One–Bedroom Residences
2. Two-Bedroom Residences
7. Accessible Offerings

GENERAL EXAMPLE OF ORDER:

Sort Order: Low-to-High

1. “From” rate on button shows lowest rate for that room type (it will vary based on date / availability / etc. and is not necessarily Advanced Purchase)
2. Under “View Rates & Reserve” > Rates are sorted low-to-high (new: February 2024)
3. Button order will be low to high (The lowest rate within that category is selected by default)

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LOW TO HIGH

LOW TO HIGH

Tip: Due to dynamic pricing, the button order on the booking engine may not always match from day-to-day, or match the website content

Sort Order: Unavailable Rooms

Regardless of the set order, unavailable rooms will always appear at the bottom of the list on Step 2 of the booking engine.

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For example, if Queen Queen Rooms are fully sold out for the day selected, their category will be at the bottom of the list and Accessible Accommodations could potentially appear above it (assuming there is availability)

Amenity Fee

Amenity Fees

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These are named differently for each property:

• Resort Fee = Montage Kapalua Bay, Montage Los Cabos, Montage Healdsburg, Montage Laguna Beach, Montage Palmetto Bluff,, Pendry Natirar
• Destination Fee = Sagamore Pendry Baltimore, Pendry Chicago, Pendry DC, Pendry Newport Beach
• Amenity Fee = Pendry San Diego, Pendry West Hollywood
• Hotel Occupancy Fee = Pendry Park City, Montage Deer Valley, Montage Big Sky
• n/a = Pendry Manhattan West

AZDS

MHR/PHR Revenue Management

• Can update TEXT (Price Breakdown & Rates on Step 2/3)

• Update Synxis settings.
• If the fee doesn’t show on Step 3 for all rates, let AZDS know (we will make sure correct settings are working); If still not working - this most likely needs to be adjusted in Synxis.
• If the wrong rate shows on Step 3, this needs to be adjusted in Synxis.

Upgrades

Upgrades

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The Setup:

• There is an option to map ONE upgrade option to each room type.

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BACKEND OF BOOKING ENGINE

How it Works:

• If the mapped "upsell" room type does not have inventory for the date shown, an upsell option will not show
• If the mapped "upsell" room type does not have the same rate plan, an upsell option will not show
• Given the rare instance where the mapped upsell option has a lower price, an upsell option will not show
• The price differentials are dynamic, and will vary based on rate plan, date, specific upgrade option, etc.

Considerations:

• It’s recommended to only offering an "upsell" if the bedding configuration is the same (e.g., Would not recommend a Queen Queen Room upgrade to a King Room with a better view). This means that there are some instances where a room upgrade is not mapped..
• Considering targeting a <$500 difference for Montage and <$200 for Pendry (To clarify - There isn't a rule for price so will be a general estimate.)

TOP OF STEP 3 - BOOKING ENGINE

TIP: When adding a new room type, the revenue management team should let AZDS know what (if any) room upgrade offering should be mapped.

Synxis

Synxis vs. Manual Update

Pulls from Synxis

Requires Manual Update in Backend

• New Room Type
• Room Description
• Room Images
• Rate Description
• Long descriptions show!
• Pricing
• Taxes, fees, etc.
• Policies

• Amenity fee description text
• Buttons
• Currently in review at corporate level for consistency opportunities!
• Category sort order
• Upgrades

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Synxis Updates

Requires a Pull

• New Room Type
• Need additional details (buttons, filters)
• Room Description
• Room Images
• Check-in / out times
• Children policy age
• Pet Policy

Cache

• Step 1
• Availability & Restrictions
• Clears hourly
• Or, clears when someone clicks into calendar

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Automatically Update

• Cancellation & Guarantee Policy
• Rate and room availability on Step 2

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TIP: Always test in an incognito window and make sure your browser cache is cleared.

Questions?