Cvent Passkey - Marriott MARSHA 2-Way Integration Guide
Cvent Passkey – Marriott MARSHA 2-Way Integration Guide 1
Preface This Integration Guide has been created to assist you in understanding the features, capabilities, and customer requirements for the integration between Cvent Passkey and the Marriott Central Reservation System (CRS) - MARSHA. We hope you will find this Integration Guide helpful in implementing and maintaining successful integrations between Cvent Passkey and CRS. Sincerely, Cvent Passkey Integrations Team Document History: Version Date Sfsdfsdf Comments 1.0 09/30/2010 Document Published 2.0 04/20/2013 Updated to Include 2-Way Information 2.1 07/03/2013 Updated to Include Updated Inbound Rate Handling for Additional Adults 2.2 09/01/2015 Updated to New Lanyon Naming Convention 3.0 07/01/2019 Updated to Cvent Naming Convention. Included error messages and FAQs 2
Contents Preface . 2 Overview . 5 Setting Up GroupLink for Marriott Hotels . 6 Setting Up GroupLink Notifications . 16 Setting Up MARSHA for Passkey Integration . 17 Adding the Passkey Indicator during the Mini Hotel Create Process . 18 Adding the Passkey Indicator by Modifying an Existing Mini Hotel . 19 Adding or Modifying a Passkey RES ID in Existing MARSHA Reservations . 21 Post Arrival Reservation Changes . 22 Removing the Housing Indicator. 22 Understanding the Passkey to MARSHA Two-Way Reservation Synchronization. 23 Guest Information. 24 Number of Guests . 25 Request Codes . 25 Reservation Requests. 26 Rate Amount and Rate Codes . 26 Arrival and Departure Dates . 27 Payment Method . 27 Marriott Rewards Number. 28 Multiple Room Reservations. 28 Frequently Asked Questions . 30 Q: If a customer contacts our call center or property and makes a reservation, will they receive a Marriott confirmation number or Passkey acknowledgement number? . 30 Q: Will customers receive both a Passkey reminder and a Marriott pre-arrival (Virtual Concierge) as they approach their arrival date? . 30 Q: Will the call centers booking reservations through PURE (EMPOWER/Engage) versus Passkey change or increase my cost per reservation charge? . 30 Q: Can our group associates use eTools to enter their rooming list in Marsha and will it be sent into the Cvent Passkey system? . 31 Q: Can I combine a Passkey and non-Passkey (transient) reservation on a single reservation? . 31 3
Q: Once the Passkey indicator is added via the MARSHA VXT command and the housing restrictor removed (for non-rooming list groups), will any existing reservations in MARSHA begin to transfer to Passkey?. 31 Q: When might a reservation made in Cvent Passkey or online by a customer automatically show up in RezHUB as an error and not in MARSHA?. 32 Q: Can post arrival or “CG” entries be made in MARSHA? . 32 Q: Will it be necessary to change the facts pages in Marsha for each existing group?. 32 Q: How can I continue the upsell feature in Cvent Passkey once the call center agents sell in PURE (EMPOWER/Engage) versus Cvent Passkey? . 33 Q: If the Passkey indicator is added to a group by mistake can I do the VXT command with “OFF”? 33 Q: Since two reservations have to be booked for a guest that comes in prior to the group or stays after the group dates, how will we know there are two reservations? . 33 Q: If there are no more rooms in Cvent Passkey, will MARSHA continue to send reservation changes? . 34 Q: Can more than 1 room be booked per reservation?. 34 Q: I have a reservation with an advance deposit, but I cannot make a change to it in Passkey. Why? . 35 Q: Why does a reservation appear on the error queue in Cvent Passkey, but there is no error message?. 35 Q: What does the Rewards error message in Passkey mean?. 35 Q: Does a group waitlisted reservation sold in Marsha or PURE, show as a ‘real’ reservation in Passkey? . 36 Q: How can a reservation cancelled in Passkey still show as active in MARSHA and have a valid confirmation number? . 36 Q: What will happen to reservations changed in PMS from a non-Passkey market code (e.g. transient) to a Passkey market code? . 36 Q: How do I know where to correct the error on a reservation? . 37 Common MARSHA Errors. 38 VCT, VXT, and VXL Errors . 38 RID Errors . 40 RTG Errors . 42 RezHUB Errors . 42 Errors Sent to the Hotel’s General Message Queue . 43 4
Overview Cvent Passkey is proud to provide an integrated solution for Housing Management with Marriott International, Inc. and Amadeus Hospitality. The integration solution with Marriott is GroupLink which transfers guest reservations between Cvent Passkey and Marriott Central Reservation System (CRS) MARSHA. It is important to note that the integration that Cvent Passkey has with Marriott is with MARSHA and not the specific PMS (i.e. OPERA; GPMS; Lightspeed; FOSSE). Any issues between MARSHA and the specific PMS being used on property would need to be addressed with Marriott Support. GroupLink allows Marriott staff to handle guest reservations in MARSHA and all reservations will be transferred to Cvent Passkey based on the rules explained in this document. The 2-way flow of reservation information enables both systems to stay in sync, so that reservations and pickup numbers are always in-sync between the two systems. 5
Setting Up GroupLink for Marriott Hotels GroupLink is the process by which reservations transfer between Passkey and Marriott’s Central Reservation System (MARSHA). It is a customizable interface that maps the Mini-Hotel Code, payment type codes, request codes, rate codes, and other information to the values required by MARSHA. The transfer process includes new, modified, and cancelled reservations. Marriott’s connection with Cvent Passkey is a twoway interface, which means that reservations are transferred both from Passkey to MARSHA and from MARSHA to Passkey. GroupLink handles reservation transfers in two ways: Direct Connect - Reservations will transfer immediately when created, modified, or cancelled, based on the event configuration, including the GroupLink transfer dates and the Reservation Access Date (in the case of City-Wide events). A feature of the Direct Connect transfer of reservations is the ability to provide the guest with the MARSHA confirmation number within the guest’s Passkey acknowledgement email. For this, the acknowledgements configured in Cvent Passkey should contain the tag {Reservation.HotelConfNum}. Batched Transfers - When reservations are marked to be resent in RezHUB, the batch will be transferred within five minutes. Reservations that do not transfer via “Direct Connect” due to configuration (Reservation Access Date or Start Transfer Date in the future), will also transfer as a batch. 6
Follow the steps below to set up GroupLink: 1 Access GroupLink. Log in to Passkey and check the Alerts section on your Home page to see if any events need GroupLink Setup. NOTE: Having problems logging in? Take a look at this article to find out how to reset your password. If any such events exist, click on the alert link to view them. Select the event you need from the list and click Go to Event GroupLink Setup Page. 2 Map your event. Start by entering the Mini Hotel Code in the Meeting Codes section. NOTE: The Mini Hotel Code must be unique for each event. 7
Check that the codes mapped for the payment types are the same with the payment type codes in MARSHA. If you need to make any changes to the existing codes, use the icon to edit the code field. Cvent Passkey can support sending reservations to MARSHA with one of four guarantee types: either the reservation is guaranteed with a credit card CC or it is guaranteed to GTC, GTP or 32.PMT. NOTE: Contact MARSHA support if any changes are needed in this section. 8
Attendee types can have MARSHA auto-queue deposits on reservations by selecting Apply Credit Card as Deposit in the payment type dropdown. In the Event Transfers section, you can set up the start and end transfer dates. Reservations will be queued, with no notifications, and will begin transferring once the Start Transfer Date and Time has been reached. Please note that this date is based off the Event Time Zone. For events that a Marriott hotel is managing independently, reservation transfers can be immediately enabled at the time the event is created in Passkey. Once enabled, reservations will flow between Passkey and MARSHA in a near real-time manner until the End Transfer Date in GroupLink setup has been reached. For City-Wide events, the Start and End Transfer dates will default to the Reservation Access Date (which is controlled by the organization who owns and manages the event), and to the last inventory date respectively. The End Transfer date will allow any reservation changes made even after the event's Close date. 9
NOTE: It is not recommended to change the default transfer dates. If you need to, you can always suspend Passkey to MARSHA (outbound) or MARSHA to Passkey (inbound) reservation transfers for your event by checking the appropriate box. When enabled, reservations will be rejected. Please note that there will not be any notifications in the Alerts section about suspension rejections. 3 Map your event rooms. Click the Rooms tab at the top of the page, then Edit Multiple. Check the boxes next to the room types that have the Approved status set to "Pending," then click Display Selected. 10
Check the box next to "Approve all rooms displayed on this page." 11
GroupLink does not communicate room type codes to MARSHA. Instead, request codes can be entered in the Room Type Code field. This is especially useful when managing room pools in MARSHA. For example, if a Room Type Code such as D4A5S7 is entered, three separate request codes are sent to MARSHA: D4 (double bed), A5 (accessible room), and S7 (smoking room). Defining Room Codes is optional, as the primary mapping is done by Rate Codes. In the Occupancy section enter the rate codes as defined in MARSHA. When a reservation is transferred Inbound from MARSHA to Passkey, GroupLink will first look at the rate code on the reservation and match it to the appropriate room type in Passkey. If multiple room types with the same rate code are set up in GroupLink, a secondary match will be made based on special request codes. If duplicate matches remain, the first room type added in the Passkey will be used. Click Save when you're done. 4 Map your attendee types. Click Groups, then Display Multiple. Check the boxes next to the attendee types that have the Approved status set to "Pending" and click Display Selected. 12
Check the box next to "Approve all groups displayed on this page," then review each attendee type section and ensure their Mini Hotel codes match the ones in MARSHA for that attendee type. 13
Click Save when you're done. Click OK to automatically populate any changes to the Blocks tab. 5 Map your blocks. Click the Blocks tab at the top of the page to view your event's sub-blocks. The Blocks tab is a combination of the Rooms tab and the Groups tab. If you have successfully mapped all your attendee types and rooms in the previous steps, all the sub-blocks on this page will have the Approved status set to "Complete." If any room or block code needs to be changed after the initial 14
setup, this is the page where you need to make the changes, since edits made on the Rooms or Groups tab will not automatically carry over to the Blocks tab. To make edits to the sub-block codes, click Display Multiple, then check the boxes next to the sub-blocks you need and click Display Selected. Check the box next to "Approve all blocks displayed on this page." Make any edits you need to the rate plan codes and the payment types, then click Save when you're done. Keep in mind that GropLink will continue to notify you about any unapproved blocks, but reservations will not be picked up for transfer, nor will they be accepted for the block until it is Approved. Also, if multiple attendee types are set up within a Passkey event that only has one Mini-Hotel code assigned in GroupLink, a block matching feature will be used to match the inbound reservation to the proper sub-block. The block matching feature will look for the first attendee type set up in the event, that is marked to use FreeSell inventory. As a last option, GroupLink will choose the first attendee type under the respective room type. 15
Setting Up GroupLink Notifications Follow the steps below to set up email notifications in the event of a reservation failure or if GroupLink needs to be set up for an event. 1 Access your hotel's GroupLink profile. Log in to Passkey, hover over Manage and click Hotel Setup, then GroupLink Profile. 2 Set up GroupLink notifications. Scroll down to the Automatic Email Reminders section. In the "Reservation Contact Email" field enter the email addresses of the people that should be notified in the event of a reservation failure or if GroupLink needs to be set up for an event. Multiple email addresses can be added, separated by a comma. You can set up to three email reminders a day. Click Save when you're done. 16
Setting Up MARSHA for Passkey Integration With GroupLink, Passkey reservations created or modified in MARSHA will be cross-referenced with Cvent Passkey via an enhanced two-way interface, which will allow newly created reservations and modifications executed in MARSHA to be automatically updated in Cvent Passkey. NOTE: The following information was gathered from Marriott. While the data remains accurate at the time of publishing, any further questions about the details below should be directed to Marriott Support. New entries have been developed for use in MARSHA to designate Mini Hotels as being Passkey managed. The new entries will be used to add the appropriate Passkey indicator to Mini Hotels. The indicator will be displayed in the property Mini Hotel Display Index (DI). An entry has been developed to assign the indicator during the Mini Hotel create process and another to be used as a modification to existing Mini-Hotels. NOTE: To determine the cause of error messages related to the Passkey entries or commands presented below, take a look at this list. 17
Adding the Passkey Indicator during the Mini Hotel Create Process The VCTYES/PK entry can be implemented during the Mini Hotel create process in MARSHA to assign the Passkey indicator to a group block. The entry must be implemented after the VCX entry has been completed and prior to implementing the VCH entry. You will not be prompted to assign a Passkey indicator during the Mini Hotel create process. NOTE: If the Passkey indicator is not activated for a Mini Hotel, any reservations booked will not be flagged as Passkey reservations. If the VCT entry is successfully implemented, MARSHA will respond with a prompt to “ENTER RATE PROGRAMS” (VCH). If the user tries to implement VCT after the VCH entry has been completed, MARSHA will respond by instructing the user to use the VXT modification entry once the Mini Hotel has been created. If you are using eTools, check the box next to "Passkey Group?" to designate the Passkey management indicator. 18
Adding the Passkey Indicator by Modifying an Existing Mini Hotel The VXT entry can be implemented to add the Passkey indicator to an existing Mini Hotel. When the VXT command is used, MARSHA will automatically scan the group’s reservations to identify any reservations that do not have a Passkey RES ID assigned. All reservations that do not include a reservation ID (RES ID) from Passkey will automatically be sent to Cvent Passkey. Once the reservations are updated in Cvent Passkey, a RES ID will be assigned to the MARSHA Guest Name Records (GNR’s) to identify them as Passkey managed. There are two indicators that can be assigned to a Passkey managed Mini Hotel: 19
Y - to indicate Passkey-only managed Mini Hotels. K - to indicate Passkey and QuickGroup managed MIni Hotels. Here are a couple of examples where the VXT entry is used: VXThhhhh/MHC/DDMMM-ON/PK VXThhhhh/MHC/DDMMM-OFF/PK In the examples above: hhhh - stands for Hotel Code. /MHC - stands for Mini Hotel Code. /DDMMM - stands for Start Date. -ON/PK - Activates the Passkey indicator. -OFF/PK - Deactivates the Passkey indicator. 20
Adding or Modifying a Passkey RES ID in Existing MARSHA Reservations The RID command can be used to add or modify the RES ID in existing reservations that are already displayed in MARSHA. By using this command, you can reduce the number of queues caused by reservation discrepancies between MARSHA and Passkey. Here is an example of where the RID command is used: RIDhhhhh/PK/RESID In the example above: hhhh - stands for Hotel Code. /PK - stands for the Passkey Channel Code. /RESID - stands for the Reservation ID from Passkey. NOTE: The response to the successful entry of RID will be an asterisk (*) immediately following the entry. 21
Post Arrival Reservation Changes If you wish to modify a reservation after the arrival date has passed, you can use the CG#XX command, where # indicates the accommodation segment being updated (the default is the first segment) and XX can be: AR - Arrival Segment DP - Departure Date MK - Market Code NN - Number of Nights PR - Rate Program RR - Room Rate RT - Room Pool Removing the Housing Indicator For Passkey Mini Hotels, the Housing Indicator should only be used when reservations are submitted via a rooming list. If a rooming list is not submitted, then the Housing Indicator should be removed from all existing Passkey managed Mini Hotels. This will allow the Global Reservation Sales & Customer Care Desks to assist with the customers’ new reservation requests. To remove the Housing Indicator from an existing Mini Hotel, use the VXH command thus: VXHhhhhh/MHC/DDMMM-OFF. In this example: hhhh - stands for Hotel Code. /MHC - stands for Mini Hotel Code. /DDMMM - stands for Start Date (or current date if the start date has passed). -OFF - Turns off the Housing Indicator. 22
Understanding the Passkey to MARSHA Two-Way Reservation Synchronization GroupLink is a two-way interface between Passkey and MARSHA, allowing reservations to flow both from Passkey to MARSHA and from MARSHA to Passkey. Data that can be transferred between the two systems includes: Guest Information Number of Guests Additional Guest Names Mini Hotel Code Request Codes Email Address Company Name Reservation Requests Rate Amount and Rate Codes Arrival and Departure Dates Payment Method Marriott Rewards Number In order for this data to be successfully transferred, reservations need to fulfill various conditions and business rules. NOTE: Additional guests are transferred as Additional Names only and will inherit all the Primary Guest information (i.e. Address, Email, Stay Dates, Payment information). 23
Data that does not support GroupLink two-way transfer includes: Multi-Room Reservations booked via the Call Center form Billing Address Arrival and Departure Times Travel Information Booking Contact Guest Information When entering the guest name, keep in mind that it cannot exceed 55 characters and cannot contain numbers. If a reservation has multiple guests with the same first and last names, only one name will be sent to MARSHA with the correct adult count. This is especially useful when using the Passkey Room List Manager where a guest name is required for every adult occupant of the room. If the guest address is not provided in MARSHA, GroupLink will define a default address that will appear on the reservation in Passkey: Street Address: XXX, City: XXX, State: NE, Country: US. Hyphens and apostrophes are allowed in both guest names and addresses, whereas commas, colons and the plus sign are not. MARSHA requires phone numbers to be at least 10 characters in length, or it will be replaced by the word “NONE.” 24
Number of Guests The maximum number of guests on a reservation is five. Cvent Passkey requires that the number of guests on a reservation matches the number of actual guest names on the reservation. If a reservation is made in MARSHA for three adults, but MARSHA only provides two names, GroupLink will automatically copy the first guest’s information to the third guest’s information in Cvent Passkey so that the reservation can be accepted. Request Codes Passkey will identify Special Request codes based on comments entered on reservations. For example, if a guest enters "King Bed," the code K1 will be identified and sent to MARSHA. NOTE: Click here to view a list of all supported special request codes. Any special request codes that are directly entered on the reservation in MARSHA which are not defined in Cvent Passkey will still be saved on the reservation, but not visible in Cvent Passkey. If a special request is not mapped for a particular property, the request will appear in the comments field for the reservation. The first six requests will be applied to the reservation. If there are more than six requests on a reservation, the additional requests will be ignored. If the handicap check-box is enabled in Cvent Passkey, a special request code of “A5” will be automatically added to the reservation before being sent to MARSHA. 25
Reservation Requests When a request is sent from Passkey to MARSHA, the first 60 characters from the request field in Passkey will be spanned across three comment fields in MARSHA (S-other (SVCS-OTHR). Rate Amount and Rate Codes Rates in Cvent Passkey must match the rates in MARSHA for the same night, or the reservation will be rejected. Sub-blocks within the same group can have rates different from the main group rate as long as the appropriate rate code has been created in MARSHA for each block and updated in the GroupLink setup. The rate quoted in MARSHA will always be used in Cvent Passkey, which could include any rate overrides. If a rate is overridden in MARSHA, and that same reservation is updated, it could be rejected due to a rate discrepancy between the Mini Hotel code and the Rate Code. To correct the error, either update the rate in MARSHA and reprocess (resend) the reservation in RezHUB, or manually process the change in RezHUB. Rates sent from MARSHA to Cvent Passkey do not include any quoted additional guest fees and therefore, additional guest charges are applied to the rate received by Cvent Passkey based upon the event setup. Cvent Passkey does not distinguish between children and adults when calculating additional occupancy charges, unless Children Stay Free checkbox is checked in the Hotel Setup. Each name on the reservation is considered an adult occupant and additional occupancy charges are calculated accordingly. Rates received from MARSHA do not include any applicable 26
“Additional Adult” charges and therefore Cvent Passkey will add these charges to the rate received from MARSHA based upon the Passkey event setup. For example, if a group rate code exists in MARSHA with a base rate of 200 with a 25 additional adult fee for each adult above two and a reservation is booked in MARSHA for three adults, the guest would be quoted 200 25 (for the third adult), resulting in a rate of 225.00 plus applicable taxes. When the reservation is then sent from MARSHA, Passkey receives the reservation only with the 200 base rate. The 25 additional adult fee will be added by Passkey only if the correct guest fees were configured in the Passkey event setup. Arrival and Departure Dates For the arrival and departure dates to be successfully transferred, the inventory dates in MARSHA and Passkey need to be identical. If a date is sold in MARSHA or Passkey that does not exist in the other system, the reservation will be rejected creating an inventory discrepancy between the two systems. For multiple-guest reservations, the stay dates reflect the reservation level ones, not the individual stay dates for each guest. Payment Method When the Credit Card payment method is used, Passkey validates the credit card expiration date at the time the reservation is made. An event in Passkey can be configured to only accept cards with expiration dates valid through the guest’s departure date. Available credit on the card is not validated. All reservation transfers are encrypted to ensure credit card security. Cvent is 27
certified as fully compliant with the Payment Card Industry Data Security Specification (PCI DSS) In the case of multi-guest reservations, only the primary guest's payment information is transferred to MARSHA. Passkey does not collect multiple payment information on Marriott reservations. Marriott Rewards Number The Marriott Rewards Number must be nine digits long in order to be transferred to MARSHA. An invalid Rewards Number will simply be ignored and will not cause a reservation to be rejected. Click here to learn how to map the Rewards Numbers when using the Passkey Room List Manager. Passkey does not validate the Rewards Number. Multiple Room Reservations Multiple room bookings are permitted in MARSHA for Cvent Passkey enabled Mini-Hotel Codes. However, when a reservation has two or more rooms, the multiple room booking will be split into individual reservation records before it gets sent to Cvent Passkey. If a change is made to a
The integration solution with Marriott is GroupLink which transfers guest reservations between Cvent Passkey and Marriott Central Reservation System (CRS) MARSHA. It is important to note that the integration that Cvent Passkey has with Marriott is with MARSHA and not the specific PMS (i.e. OPERA; GPMS; Lightspeed; FOSSE).
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