FREQUENTLY ASKED QUESTIONS (FAQ) Liberate General Information

1.-WHAT IS L IBERATE ?
Liberate is a company part of TUI Travel PLC that offers the end client the possibility of Direct Payment at the hotel and allows the hotel to receive direct cash flow.

If there are 5 days or more between booking and arrival date, the Hotel needs to contact our office (contact details are published on the confirmation of the reservation) asking to provide a valid credit card. Our customer service department will advise the client that they need to provide a valid credit card to the Hotel in 72hours from the hotels request. If not, the Hotel can request the cancellation. If there are less than 5 days between booking and arrival date, the Hotel can request the cancellation of the booking to our office. No commission will be charged.

Invoices are due to be paid in 30 days from the invoice date. An account statement is sent to the hotel on monthly basis, which will show all outstanding payments as well as account details to make payments. Any bank fees produced when making payments to Liberate are to be covered by the HOTEL.

10.-WHO TO CONTACT REGARDING ISSUES WITH INVOICES?

Should there be problems with an invoice the Hotel must contact their Liberate agent. Contact details (depending on country): EUROPE, LATAM, USA, AFMED: collections.liberate@hotelbeds.com MEAPAC: collections.liberate.asia@hotelbeds.com The Hotel must contact their agent. - When having problems receiving the invoice (dont receive or cant open it). - To change their e-mail address. - When receiving the wrong fiscal data on the invoice (Name, address, VAT Number). - When not agreeing on the amount invoiced indicating the reason.

6.-HOW TO MANAGE CANCELLATIONS AND NO SHOWS (CLIENT DOESN T TURN UP AT THE HOTEL )?
The Hotel must inform our office (contact details are published on the confirmation of the reservation) within a maximum of 48 hours from the booked check-in date. All cancellations must be dealt with through Liberate. The Hotel cannot authorize cancellations. Cancellation and No Show Fees apply for Liberate reservations, therefore, the hotel needs to charge these fees when they are applicable (see contract). One night of fees always applies for no shows but the hotel has the right to charge the cancellation policy for no shows if wanted, as per his commercial agreement. Liberate will always claim the commission for the cancelation or no show fees. If the hotel isnt able to charge the fees, they must advise our office in the indicated time frames (see point 5. How to handle denied credit cards) so that they can try other alternatives.

2.-HOW DOES L IBERATE WORK ?

1. The end-client makes the reservation on the Web. 2. The reservation is sent to the hotel via FAX, including clients credit card details and reservation information. Only the first confirmation of the booking includes the credit card details of the customer. 3. The Hotel has the responsibility of verifying the validity of the card when receiving the confirmation of the booking, by pre-authorizing the clients credit card for the amount of the cancellation fees. 4. The end-client pays at the hotel. 5. The hotel receives an invoice for the commission. due to Liberate for the reservation, calculated over the gross booking value. (To see how commission over cancellations and no shows are calculated, see point 6. How to manage cancellations and no shows). Important: The Hotel has full responsibility for taking payment for the reservation.

Liberate Payment methods

11.-HOW CAN THE HOTEL PAY L IBERATE THEIR COMMISSION?
a. Bank Transfer The bank account applicable for the country is provided on the invoice and the account statements. When paying via bank transfer, the Hotel is asked to include Client Reference and Invoice number. b. Direct Debit only if hotel has EUR bank account To request Direct Debit payment the Hotel can contact our Liberate agent via collections.liberate@liberatetravel.com. The Hotels account will be debited once a month and can opt for one of the following days: 7th, 14th, 21st or 28th. c. Credit Card - On line: Access our web page: www.payliberate.com d. WPS Worldwide Payment Systems. Access: www.wpsnetwork.com. This web page is provided by a third party, therefore the Hotel must sign up to be able to use it. A small commission fee will be charged by WPS to the Hotel. The Hotel must indicate that the payment is for Liberate by using the following code once in the WPS web page: 518176. e. Compensation with payments owed from merchant In certain countries, the Hotel can compensate payment of fees to Liberate with the debt owed to the hotel by any other company of TUI Travel PLC. Request this payment method to your Liberate agent via collections.liberate@liberatetravel.com.

7.-HOW STAY ?

TO MANAGE

MODIFICATIONS

DURING THE CUSTOMER S

Modifications/ No Show/ Denied Credit Cards

3.-WHO TO CONTACT REGARDING RESERVATIONS ?
The Hotel needs to contact our destination office in charge of reservations. The contact details are published on the confirmation of the reservation in the section Booking. Booking amendments can also be notified via the Supplier Website in the same section.

The Hotel must inform our office (contact details are published on the confirmation of the reservation) within a maximum of 48 hours from the clients check-out date. If the invoice for the reservation has already been issued, an amended invoice will be issued.

8.-HOW DOES THE HOTEL OVERBOOKING?

HAS

TO

ACT

WHEN

FACING

AN

4-HOW DOES THE HOTEL GUARANTEES THE RESERVATION ?

It is the hotels responsibility to verify the validity of the credit card when receiving the confirmation of the reservation with the customers credit card details. The hotel is authorized to pre-authorize the credit card provided for the amount of the cancellation fees or to charge the cancellation fees to guarantee the reservation. If those fees are charged, the fees have to be refunded to the customer in 3 calendar days if the customer cancels the booking or deducted from the final amount if the customer stays at the hotel.

It is full responsibility of the Hotel to look for an alternative Hotel in the same area, same category or superior, same room and board type or superior, without an increase of price for the customer and to inform our office of this alternative Hotel. Liberate will ensure the client is advised. The reservation will not be amended and the originally booked Hotel will pay commission over the reservation. The Hotel will be responsible for paying any price difference to the alternative Hotel.

Liberate Invoicing Process

9.-HOW DOES L IBERATE INVOICE THE HOTEL ?
Invoices are issued in EUR, GBP or USD, or any other agreed currency depending on the country where the Hotels legal entity is based. If the Hotels contract is uploaded in another currency, the currency conversion is applied by arrival date. Invoices are issued once a month: reservations with arrival date between 1-31st calendar days of the month are invoiced on 2nd calendar day of the next month. Invoices and submitted via email (electronic billing). The hotel can request user access to consult and download his invoices via an online platform

5.-HOW TO CLIENT )?

HANDLE

DENIED

CREDIT CARDS (BEFORE ARRIVAL OF THE

The validity of the credit card needs to be verified at the stage of receiving the booking. If the credit card is invalid or has insufficient funds, the following guidelines apply.