Skip to main content

Online Concierge

The Online Concierge lets your guests browse third-party resort services — such as airport transfers, rental equipment and ski lessons — add them to a shopping cart, and order them from you online. Link it from your website, or send guests the link by email. Every order is created in your account as a booking, and your guests follow their items on the Guest Intranet.

Setup is performed with our assistance — please contact RoomBoss to get started.

Modes​

Multi Vendor Mode​

Guests browse and choose services from multiple vendors, add them to one shopping cart, and pay for and enact orders with third-party suppliers in one go.

  • Use a Vendor Set to control which vendors are displayed. Create multiple vendor sets — for example summer and winter — to curate the booking experience.
  • With a Payment Gateway set up in your account, guests can pay for and complete bookings for AVAILABLE NOW services — services whose vendor has set up online confirmation and given you Reservation Access.

Single Vendor Mode​

Guests browse the services of a single vendor and send a booking request to you. Use this mode if you do not want guests to enact orders with third-party suppliers directly: regardless of whether a payment gateway is set up, guests can only create a Request to book third-party services.

Booking Workflows​

Bookings created by the Online Concierge use the three Order Types described in Packaging 3rd-Party Services.

AVAILABLE NOW Orders​

When every item in your guest's shopping cart is AVAILABLE NOW:

  1. When the guest presses BOOK NOW, a booking is created in your account with Order Type Internal — visible only to you, and not yet sent to the vendor. Multiple services, such as rentals and lessons, become multiple bookings in the same package. You receive an email notification, and optionally the guest receives an email with your custom content and styling.
  2. On screen, the guest is asked to pay for all items in full.
  3. On successful payment, the booking(s) change to Reservation and are enacted with the vendor(s). You and the vendor are notified by email, and optionally the guest receives a custom email.
  4. The guest is directed to their Guest Intranet page showing what has been booked, with any custom content you have supplied.

No other action needs to be taken on your side.

REQUEST Orders​

When every item in the cart is REQUEST:

  1. When the guest presses SEND INQUIRY, bookings are created in your account with Order Type Internal, exactly as above, and you are notified.
  2. Depending on your policies and the vendor's cancellation policy, you may wish to charge the guest or tokenize their credit card.
  3. To enact the bookings with the supplier, change their Order Type from Internal to Request.
  4. When the vendor confirms, the booking changes to Reservation and you and the vendor are notified.
  5. If you have not already charged the guest, you may wish to do so now.

Mixed AVAILABLE NOW and REQUEST Orders​

When the cart holds some AVAILABLE NOW items and some REQUEST items:

  1. When the guest presses BOOK NOW, bookings are created in your account with Order Type Internal, exactly as above, and you are notified.
  2. On screen, the guest is asked to pay in full for the AVAILABLE NOW items.
  3. On successful payment, the AVAILABLE NOW booking(s) change to Reservation and are enacted with the vendor(s), with the same notifications as above.
  4. The guest's Intranet page shows which items are confirmed and which are still requests, with any custom content you have supplied.
  5. Depending on your policies and the vendor's cancellation policy, you may wish to charge the guest for the balance on the package, or tokenize the guest's credit card in anticipation of taking payment. If you are using Square, Stripe or Flywire, the card can be tokenized automatically at step 3.
  6. To enact the request bookings with the supplier, change their Order Type from Internal to Request.
  7. When the vendor confirms, the booking changes to Reservation and you and the vendor are notified.
  8. If you have not already charged the guest, you may wish to do so now.