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What is RoomerFlex™?
RoomerFlex™ is a guest-centric cancellation protection on non-refundable reservations that helps increase direct bookings by offering peace of mind value to guests – at NO COST to you.
With RoomerFlex™, guests can cancel non-refundable rooms, for ANY REASON, up to 24 hours prior to arrival and receive an 80% refund.
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When can my guest purchase RoomerFlex™?
Your guest can purchase RoomerFlex™ during checkout on your booking engine.
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What types of room reservations qualify for RoomerFlex™?
Currently, RoomerFlex™ is only available for room reservations that are pre-paid, non-refundable.
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How is the price of RoomerFlex™ calculated?
The RoomerFlex™ fee is equal to 6% of the total cost of room revenue.
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Who collects payment for RoomerFlex™?
The hotel is the merchant of record for the guest booking and thus collects payment for RoomerFlex™. At the end of the month, RoomerFlex™ will invoice the hotel for its portion of the revenue share.
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How can I keep track of RoomerFlex™ purchases?
You will receive a monthly report of all RoomerFlex™ protections purchased via your booking engine.
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What communications will my guest receive?
Upon booking, your guest will receive a confirmation email.
If RoomerFlex™ is activated, a second email will be sent as confirmation of their cancellation.
Both emails are co-branded with your hotel.
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Who should my guest contact if they have questions about RoomerFlex™?
Your guest should contact the RoomerFlex™ support team which can be reached 24/7 via email or phone. All contact information for the RoomerFlex™ support team is provided to your guest in the email which confirms their purchase of RoomerFlex™.
RoomerFlex™ customer support team email:
help@roomerflex.com
RoomerFlex™ customer support team phone number: +1 855 9997976
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When can my guest activate RoomerFlex™?
Once your guest purchases RoomerFlex™, they will receive an email with a “Cancel Reservation” button. Clicking on this button will activate RoomerFlex™, cancel their reservation, and put the room up for sale.
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How can my guest activate RoomerFlex™?
Your guest can activate RoomerFlex™ with our 1-Click Cancellation button on their original confirmation email.
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How much is my guest refunded?
Your guest is refunded 80% of the booking amount, excluding the RoomerFlex™ fee.
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Who pays for the refund ?
RoomerFlex™ is responsible for the refund to your guest.
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When will my guest receive their refund?
Your guest will receive their refund within 14 days after RoomerFlex™ is activated, regardless of stay dates.
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How is my guest refunded?
Your guest will receive a refund via PayPal or wire transfer.
The RoomerFlex™ customer service team will make arrangements directly with the guest.
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What should I do with the room once my guest has activated RoomerFlex™?
Nothing. When RoomerFlex™ is activated, the reservation should not be altered, changed or canceled unless the room is resold and a RoomerFlex™ team member makes a request.
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What happens to the room?
The room will be posted for resale online.
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What happens when the room is re-sold?
You will be contacted by the RoomerFlex™ support team for the guest name change.
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What happens if the room is not re-sold?
If the room is not re-sold, you still keep the non-refundable room revenue.
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If someone has a reservation for 2 nights and only wants to cancel 1 night, how is that handled?
If a guest would like to modify the length of their stay they are entitled to a refund for the cancelled room nights only. Hotel staff must immediately notify the RoomerFlex™ support team for processing.
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How do I know if my guest has activated the RoomerFlex™ and the room was re-sold?
You will be notified if the room was cancelled and re-sold in order to confirm the name change.
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How is the resell rate for the cancelled booking determined?
Please reach out to a RoomerFlex™ representative for more information.
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What standards are in place to ensure guest privacy and security with RoomerFlex™?
RoomerFlex™ takes guest security seriously. We will never request a guest’s credit card information or billing address.
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What happens if a guest no shows, but they have purchased RoomerFlex™?
A No Show guest is not entitled to a refund for a non-refundable booking. Your hotel will keep the advance payment in addition to the revenue share portion of the RoomerFlex™ booking fee.
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What should I tell my guest if they contact me regarding RoomerFlex™?
You should refer them to the RoomerFlex™ support team.
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Is there customer support available for my staff?
Yes, the RoomerFlex™ support team is available 24/7/365.
You will also have a dedicated account manager for any questions.
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How can I contact the RoomerFlex™ support team?
For Non-Urgent support, send an email to
help@roomerflex.com and we will respond within 24 hours.
For Urgent matters that require a response within 12 hours or less, please call the RoomerFlex™ support team at +1 855-445-1327.
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When is RoomerFlex™ voided?
RoomerFlex™ is voided if the hotel cancels the booking directly and refunds the guest. This is because we no longer have the opportunity to re-sell the room.
Under no circumstances will the RoomerFlex™ protection fees be forfeited or refunded.
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When can my customer purchase RoomerFlex™?
Your customer can purchase RoomerFlex™ at the checks out page on your site.
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How can my customer activate RoomerFlex™?
Once your customer purchases RoomerFlex™, he will receive an email with a “Cancel My Reservation” button. He must click on the “Cancel My Reservation” button when he wants to activate RoomerFlex™ and cancel his reservation with Roomer.
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When can my customer activate RoomerFlex™?
Your customer can activate RoomerFlex™ at any time, for any reason, up to 24 hours before the date of check-in (local hotel time).
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What emails go out to my customer?
When your customer purchases RoomerFlex™, he will receive an email with a “Cancel My Reservation” button from Roomer. If your customer activates RoomerFlex™, a second email is sent confirming the cancellation.
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How much is my customer refunded?
Your customer is refunded 70% of the booking amount, excluding the RoomerFlex™ fee.
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Who pays for the refund?
Roomer pays for 100% of the refund.
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When is my customer refunded?
Your customer is refunded 14 days after RoomerFlex™ is activated.
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How is my customer refunded?
Your customer will be refunded via PayPal. When we send a confirmation email confirming the cancellation, in return your customer sends us their PayPal information.
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What should I do with the room once my customer has activated RoomerFlex™?
Nothing. When the RoomerFlex™ is activated, the reservation should not be altered, changed or canceled. Simply leave the reservation as it is and let Roomer’s 24 hour support team handle the rest.
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What happens to the room?
Roomer will list it for sale on the Roomer marketplace.
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What happens when the room is re-sold on Roomer?
When the room is sold by Roomer you will be contacted by the Roomer HelpDesk team in order to facilitate transferring the booking to the new customer.
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What happens if the room is not re-sold on Roomer?
Roomer assumes responsibility for the room once the RoomerFlex™ is activated. If it is not sold, you will not be held liable in any way.
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How do I know if my customer has activated the RoomerFlex™?
You will get an email notification from Roomer which states that your customer has activated the RoomerFlex™.
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Who should my customer contact if he has questions about RoomerFlex™?
Your customer should contact the Roomer HelpDesk team, which can be reached 24/7 via email or phone. All contact information for the Roomer HelpDesk team is provided to your customer in the email which confirms their purchase of RoomerFlex™. There is no need for your customer to contact you directly.
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How does my customer know that he should contact Roomer with questions regarding RoomerFlex™?
When the customer purchases RoomerFlex™ he receives a confirmation email which clearly states that he may contact the Roomer HelpDesk team, via phone or email 24/7 with questions.
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What should I tell my customer if he contacts me regarding RoomerFlex™?
You should say that the service is provided by Roomer and refer them to the Roomer HelpDesk for support.
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Is there customer support available for my staff?
Yes, the Roomer HelpDesk team is available 24 hours a day, 7 days a week and all year around. We are always here for you and your customers.
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How does someone contact the Roomer HelpDesk?
For support that is not urgent, send an email to help@roomertravel.com and we will respond within 24 hours. For urgent matters that require a response within 12 hours or less, please call the Roomer HelpDesk on +1 855-445-1327.
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How is the price of RoomerFlex™ calculated?
The RoomerFlex™ fee is 4% of total price for the booking.
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When is RoomerFlex™ voided?
RoomerFlex™ is voided if YOU cancel the booking and refund you customer. This is because we no longer have a reservation which we can sell on the Roomer marketplace. RoomerFlex™ is also voided when the customer experience an error booking. These errors can include, but are not limited to, instances when the booking request failed or the wrong hotel room category was booked.
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If I cancel the hotel reservation, should the RoomerFlex™ fee be refunded?
The RoomerFlex™ fee should be refunded by you, as Roomer will not be able to resell a canceled booking.
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How can I keep track of RoomerFlex™ purchases?
You will also receive a monthly report of the RoomerFlex™s purchased on your site.
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Who collects payment for RoomerFlex?
The hotel is the merchant of record for your customers booking and thus collects payment for RoomerFlex. At the end of the month Roomer will bill the hotel for its portion of the revenue share.
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How does Roomer determine the rate to resell the room?
We are currently experimenting with different techniques on the reselling of rooms. Please reach out to a Roomer representative for more information.
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What standards are in place to ensure customer privacy and security on Roomer?
Roomer takes security concerns very seriously. We have highly trained developers who have implemented security protocols to make sure that all data processed through Roomer is safe and secure.
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What happens if a customer no shows, but they have RoomerFlex?
The customer will not receive a refund from Roomer because they did not activate their protection and Roomer did not have the chance to resell the room.
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What types of room reservations qualify for RoomerFlex?
At the moment Roomer is only offering RoomerFlex for room reservations that are non-refundable or have a cancellation penalty within 72 hours of arrival.