06 May 2009

GTMC looks for solution to hotel billback problem

The Guild of Travel Management Companies has invited hoteliers to a special meeting to discuss the growing problem of billbacks.

The move comes after the GuildÃ¢â¬â¢s hotel working party identified billbacks as being a major source of discontent among its members.

The group has been focussing on the problem with GDS partners, the payment card industry and property management systems.

GTMC general manager John Williams explained: Ã¢â¬ÅâœExtra expenses could not be authorised on the GDS and required contact, usually by fax, to confirm.

Ã¢â¬ÅâœEven then this information often went astray and front desk would not receive the authority, causing check-out embarrassment and delays for the guest.

Ã¢â¬ÅâœEven if they did receive the authorization, the guest would sometimes be asked for the booking credit card to show the CSC code from the reverse of the card and this would not be possible.Ã¢â¬~

The GTMC acknowledged that it is unrealistic to expect the hotels to incur extra costs by invoicing back the charges.

Instead it is suggesting a GDS common format which would convey a guarantee of payment for extra charges if authorised in advance.

It said other feasible solutions include a 'virtual credit card' or an 'evoucher'.

The meeting will take place at 11am on May 27 at Jumeirah Carlton Tower, with discussion going through a buffet lunch.

By Bev Fearis