 Code of Practices & Ethics
- COMMISSION
- The hotel's policy regarding whether the hotelier will pay a commission, and on what terms, should be clearly stated to and agreed upon by the travel agent before or at the time of the original confirmation.
- Normal agents commission shall be 10% and shall be charged on accommodation only.
- It is recognized that all hotels shall have the right to negotiate nett rates with wholesalers who package their products.
- It is also recognized that all hotels shall have the right to change their rates in events of significant currency fluctuation.
- Hoteliers shall take care to protect agents for commission earned by P.O.W. guests, provided booking is made by agent.
- Hoteliers should also pay commission to the agent for any period of extended stay - based on rack rate or negotiated rate unless contract rate applies.
- DISCOUNT
- Travel industry personnel on vacation or on unsponsored visits may be given the appropriate discount depending upon availability of space.
- Agents on prearranged familiarization tours shall be discounted at the discretion of the hotel on the advice of the wholesaler or sponsor concerned.
- ADVANCE PAYMENT
- The hotelier may require an advance payment either as a reservation fee or a guarantee deposit as a condition of its acceptance of the reservation.
- The reservation fee or guarantee deposit will be deducted from the final account but will not be reimbursed in case of late cancellation.
- NO SHOWS
- A hotel room must be available for the client no later than 3 p.m. on the day of arrival until 6 p.m. of the same day, unless the reservation is guaranteed or a late arrival is specified.
- f a hotelier accepts a booking, he must keep a room or rooms available for the client until 6 p.m. on the scheduled day of arrival. After 6 p.m. he may dispose of the room (or rooms).
- If the client does not arrive at the hotel after 6 p.m., it will constitute a no-show.
- All no-shows whose accommodation has been confirmed will be charged for the entire length of stay less any room rights recovered by re-sales.
- OVER-BOOKINGS
In cases of over-bookings caused by the hotel, the hotel concerned shall take full responsibility, arrange suitable alternative accommodation, provide the necessary transfers and, in cases of cheaper accommodation being provided, "refund the difference in tariffs or equivalent in other services". It is also the duty of the hotelier to advise the agent concerned of the guest's amended arrangements.
All properties should take extra additional and utmost care to prevent by all means a negligent over-booking situation.
- DOUBLE BOOKINGS (PROTECTING SPACE)
To prevent double booking or protecting space, any agent known to use these methods should be reported to Fiji Hotel Association for proper communication and official advice.
- CANCELLATION
- The terms and time-limits governing total or partial cancellation of the hotel contract, together with the amount of any compensation due in the event of cancellation, shall be agreed upon at the time of confirmation. The hotelier shall clearly define its cancellation policy for the period concerned.
- Cancellation must be made in writing, and dated, either by letter, telex, cable, fax, e-mail or other recognized form of written communication. If a cancellation is to take effect from the date of a verbal communication, the written confirmation shall refer expressly to it.
- It is recommended that cancellation is to be made between 45 to 30 days assuring notification is received by the hotel no later than the 30th day. Any notification received thereafter must carry the cancellation or penalty fee. This policy should be clearly specified on the contracts.
- It is recommended that compensation due is to be fixed on the following recommended criteria :
- Cancellation received after 30days one night cancellation fee for each room booked.
- Cancellation received after seven days but prior to day of arrival two nights cancellation fee for each room booked.
- GROUP DEPOSIT PROCEDURE
It is recommended that group bookings (normally defined as a minimum of 15 paying guests), are to be subject to the following procedures:-
- Space for group bookings may be blocked without confirmation on the basis of 10% deposit of total business received at any time prior to the periods of revision, i.e. 120 days, 90 days, 60 days. Written confirmation of space blocked shall be given upon the receipt of 10% or one (1) night's deposit for each room, whichever is the greater.
- At 60 days prior to arrival a progress report must be provided and 50% of all unsold rooms will automatically be cancelled.
- At 30 days prior to arrival a complete rooming list, together with a further deposit of 50% of the balance of accommodation charges, must be provided and all unsold rooms shall be released for sale. Rooms covered by the rooming list shall be covered by the normal cancellation policy.
- Balance of all accommodation charges must be paid before or upon arrival.
- The hotelier is recommended to offer free accommodation equivalent to a half twin for every 15 full paying rooms.
- VOUCHERS
- Airline Bookings : Airline bookings shall be treated as request only and are not confirmed until such time as a voucher or deposit is received.
- Travel Agents : Travel agent's voucher must be received not later than fourteen (14) days prior to the arrival of the guests.
- EDUCATIONALS
- Locally or overseas originated educationals (F.V.B., S.O.F.T.A., P.A.T.A., etc.) should receive complimentary rooms, and all requests subject to the acceptance of each individual property and availability. Food and beverage should be the responsibility of each originating sponsor or individual participant. The hotel should not be forced or put in the position of having to provide meals, cocktail parties or welcome drinks.
- All hotels and properties should be given the opportunity to participate and given the opportunity to provide and expose their properties to educationals with room occupancy or other means.
- PUBLISED TARIFF AMENDMENTS
As much notice as possible shall be given to tariff amendments. In all cases published tariff amendments must be advised to the Fiji Hotel Association's office for information.
- EXCHANGE RATES
A daily exchange rate of four (4) cents per dollar less than the current bank rate should be given. This rate may be varied in times of financial uncertainty.
- PAYMENT OF ACCOUNT DUE
That in all cases agents be advised that contract rates will not be honoured unless accounts are settled within thirty (30) days of date of statement.
- BROCHURE SUPPORT
Payment of brochure support should not be encouraged automatically. The Fiji Islands Hotel & Tourism Association does not encourage its members to finance brochure support either by means of money, free rooms or additional commission to wholesalers and airlines.
- PUBLIC LIABILITY
All properties should take all due care to ensure guest safety and protect guest's belongings. Public liability insurance should be taken with a reputable insurance company to cover potential claims.
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