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New reservation system FAQs
At Inntravel, we’re committed to supporting our partners and enhancing customer service. We’re launching a new reservation system at the end of July as part of wider technical improvements. It will boost security, automate key tasks, and help us handle more bookings efficiently. The upgrade means fewer manual processes, quicker responses, and a smoother experience for you — helping us bring more happy customers your way. As with any system change, you may have questions — so we’ve included a handy FAQ guide below.

Receiving reservations

  • No. They will have a different layout. A training video is planned to help suppliers navigate and understand the new format.
  • All reservations will be emailed to you using automated templates. These will recognise if we work with you on an Allocation, Freesale or Request basis. Each email will include a document containing a unique link to:
    • Confirm as requested
    • Confirm with modifications
    • Reject the reservation
  • Yes. Reservation numbers are now numerical rather than alphanumerical.
  • For reservations with multiple rooms under one reservation number, you’ll receive one email per room.
  • You will receive the passenger names, dietary requirements, allergy alerts, and information about any additional needs.
  • No rates will be shown – these will be per our contracted rates.

Confirming reservations

  • If the reservation is on Allocation or Freesale, no confirmation is needed. If it’s on request (or part on request), confirmation is required. You will be sent an email with a unique confirmation link. When you click on the link you can Accept, Accept with modifications or Reject the reservation.
  • Click the confirmation link, confirm the details, add your reference number if applicable, and submit the form.
  • Use the link to select "Confirm with modification" and note the changes (e.g., different room type).
  • Follow the unique link on the email attachment and select "Reject". If you can offer alternative dates we will pass these on to our customer.

Cancellations and amendments

  • As before, but you will receive a link to confirm receipt. No cancellation charges will be shown.
  • You’ll receive an updated reservation document with a note in red explaining the reason for the change.

Holiday names and room types

  • Yes. Reservation requests will include the holiday name to avoid confusion where multiple holidays are sold at your property.
  • Room types (e.g., "Comfort Room") will be listed once in our system. Bed preferences e.g., double or twin, will be detailed with the room type. You will need to review this and notify us if the preference cannot be guaranteed.

Customer Transfers

  • These will be sent 35 days before departure, as a separate request from the hotel reservation.
  • Taxi reservations will be sent 35 days before departure, regardless of supplier.

Customer arrival information

  • No. Reservations will now be sent once at the time of reservation only. Hotels can request a one-off arrivals listing, but this must be pulled manually and will not be routine.
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