Concur Travel: User Supplied Hotels Travel Service Guide Applies to Concur Travel: Professional/Premium edition TMC Partners Direct Customers Standard edition TMC Partners Direct Customers
Contents User Supplied Hotels... 1 Section 1: Overview... 1 Benefits... 1 Section 2: What the User Sees... 2 While Booking the Trip... 2 Using the "I booked a hotel outside of Concur" Option... 2 Adding to an Existing Reservation... 5 Trip Cancel of User Supplied Hotel... 6 Known Limitations... 7 Section 3: Travel Reports (Professional Travel Only)... 7 Section 4: Configuration... 7 Part 1: Professional Travel Configuration in Concur Travel... 7 Enable User Supplied Hotels... 7 Add Violation Reasons... 8 Add Passive Segments... 9 Check the Database for User Supplied Hotel When No Passive Segment... 10 Enable the "I Will Book a Hotel Later" Option... 10 Other Information... 11 Part 1: Standard Travel Configuration in Concur Travel... 11 Enable User Supplied Hotels... 11 Add Violation Reasons... 12 Add Passive Segments... 12 Check the Database for User Supplied Hotel When no Passive Segment... 13 Enable the "I Will Book a Hotel Later" Option... 13 Part 2: Professional and Standard Travel Additional Information... 13 PNR Finisher... 13 Concur Travel: User Supplied Hotels Travel Service Guide i
Revision History Date Revision Notes/Comments March 15, 2019 March 10, 2019 March 4, 2019 December 18, 2018 January 3, 2018 June 17, 2016 August 11, 2015 Added a known issue about overnight rail Updated the copyright; no other changes; cover date not updated Added a note about passive segments in Known Limitations Updated the screen shot the Edit Classes (Professional) and Travel Features tab (Standard) Updated the copyright; no other changes; cover date not updated Updated screen shots to reflect UI enhancements General updates; initial publication in the new format ii Concur Travel: User Supplied Hotels Travel Service Guide
User Supplied Hotels Section 1: Overview Be aware of the following: Infinite variables: Certain scenarios have an infinite number of variables or extremely unusual circumstances, like rare cancellation or refund situations. So, not all scenarios can be presented in this guide. Also, certain processes may be influenced by third- or fourth-party providers. In some cases, you must contact the provider directly. User interface, fees, rates, schedules: When other providers change their user interface (for example, web site) or their fees/rates/schedules, they are under no obligation to make SAP Concur aware of those changes. If a screen sample in this guide is outdated because of a change made by a provider, we will update that screen sample when we become aware of the change and at our earliest convenience. Permissions: A company's admin may or may not have the correct permissions to manage the feature described in this guide. If an admin needs to manage this feature and does not have the proper permissions, they should contact the company's SAP Concur administrator. Also, the admin should be aware that some of the tasks described in this guide cannot be completed by the company. In this case, the client must contact their TMC (if a TMC provides their support) or SAP Concur (if SAP Concur provides their support). Benefits Key benefits include: Provides visibility to leakage Allows travel managers to determine where their travelers are in case of emergency Provides metrics to be used in hotel rate negotiations A travel configuration option for Professional Travel that, when enabled, writes user supplied hotels to the PNR as passive hotel segments NOTE: For Standard Travel, passive segments are OFF by default and are not available for change. Concur Travel: User Supplied Hotels Travel Service Guide 1
Section 2: What the User Sees While Booking the Trip Assume that a traveler books a flight for an overnight trip but does not have a hotel reservation on the itinerary. When the traveler clicks Next to finalize the purchase, this popup appears: The popup offers four choices: Option Description I will book a hotel now I will book a hotel later I booked a hotel outside of Concur (such as a conference hotel) I will not be staying at a hotel on this trip Redirects the traveler to the hotel booking page, just as if they had clicked Add Hotel Allows the user to book a trip, but bypass adding the hotel details at that time NOTE: For Professional Travel, this option can be removed. Refer to the configuration information in this guide. A popup appears (described below) and begins the data collection process where Concur Travel requests that the user provide details about the hotel Allows the user to go to the next stage of the booking process Using the "I booked a hotel outside of Concur" Option If the user selects I booked a hotel outside of Concur, the popup allows the user to either search the Concur Travel database for the hotel or to go directly to manually entering the hotel information. 2 Concur Travel: User Supplied Hotels Travel Service Guide
#1 - Standard search feature; the city/state is populated by default based on the itinerary. The user completes the desired fields and clicks Search. Depending on the type of search, the user may go through the usual hotel search feature "Searching for location" interface. #2 - The user can click this link to go directly to the manual entry form. Assume in this sample, the user completes the search fields to search the Concur Travel database. The search results appear. Concur Travel: User Supplied Hotels Travel Service Guide 3
The user clicks one of the search results and then clicks Select. Then, the manual hotel entry window appears with the fields populated. NOTE: The window that appears now is the same one the user sees if they click the Enter your hotel information manually link (shown above) without searching for a hotel first. The only difference is that the hotel information is automatically populated. The user completes the fields. #1 The user can click this link to go back to the hotel search feature. #2 The user enters the average nightly rate for the hotel stay. #3 The user selects the reason they booked the hotel outside of Concur Travel. NOTE: For Professional Travel, this field will not appear if the company has not entered violation reasons as described later. For Standard Travel, this field does not appear; violation reason codes are not available. #4 The user identifies the hotel. 4 Concur Travel: User Supplied Hotels Travel Service Guide
NOTE: The following fields are required: Hotel name, City, and Country #5 The user clicks the Submit button. The itinerary appears. Adding to an Existing Reservation The user can add a user-supplied hotel to an existing trip via the itinerary. When the user clicks Add User Supplied Hotel, the same popup appears that is described in Using the "I booked a hotel outside of Concur" Option in this guide. Concur Travel: User Supplied Hotels Travel Service Guide 5
Trip Cancel of User Supplied Hotel A warning message appears when the user cancels a trip that contains a usersupplied hotel. The message alerts the traveler that a hotel booked outside Concur Travel must be cancelled with the hotel directly. Cancel during booking: Cancel from Travel home page: 6 Concur Travel: User Supplied Hotels Travel Service Guide
Known Limitations Concur Travel comments are not put in the PNR; this enables the feature to be deployed with zero impact on the agency. There is a limit of only one hotel per trip. Passive segments cannot be customized or edited. The prompt does not work if booking overnight rail. It is currently designed to work only for overnight air bookings. Section 3: Travel Reports (Professional Travel Only) The User Supplied Hotels report was created to compliment and display the information captured with the Non-Concur Travel & Expense hotel feature. Refer to the Travel Reporting User Guide available on the SAP Concur support portal or in Travel Administration Online Help. NOTE: This report is not available for Standard Travel. Section 4: Configuration The following steps are required to enable the user-supplied hotels feature. Note that some of the steps on the following pages apply to Professional Edition, some to Standard Edition, and some to both. Part 1: Professional Travel Configuration in Concur Travel or Part 1: Standard Travel Configuration in Concur Travel Part 2: Professional and Standard Travel Additional Configuration Steps Part 1: Professional Travel Configuration in Concur Travel Enable User Supplied Hotels To enable User Supplied Hotels: 1. Click Administration > Company (on the sub-menu) > Company Admin. NOTE: Depending on your permissions, the page may appear immediately after you click Administration. 2. In the Travel Administration section of the left menu, click Travel Admin. Concur Travel: User Supplied Hotels Travel Service Guide 7
3. On the Travel Policy tab, click Edit Classes. 4. Click the pencil icon in the left column to allow editing. 5. Select the check box in the Manual Hotels column for the desired class(es). Add Violation Reasons 1. Click Administration > Company (on the sub-menu) > Company Admin. NOTE: Depending on your permissions, the page may appear immediately after you click Administration. 2. In the Travel Administration section of the left menu, click Travel Admin. 3. Click the Policy Violation Reasons tab. 4. Select the travel configuration. 5. Click the Add New Policy Violation Reason link. A new line appears. 8 Concur Travel: User Supplied Hotels Travel Service Guide
6. Complete the appropriate fields. Field Code Description Type Configuration Description / Action Enter a unique code. Enter the text the user will see. Select User Supplied Hotel. Select the configuration(s) that will use this reason. 7. Click Save. Add Passive Segments This travel configuration option, when enabled, writes User Supplied Hotels to the PNR as passive hotel segments. The passive segments will use the same format as non-gds hotels, hotel room blocks for meetings, and direct connect hotels except that there will be a different key word (USER SUP). The ability to add the passive segment is configurable and defaulted to OFF. Customers may choose to turn the passive segment on to allow the hotel detail to be available to the agency's back office and security reports. To configure: 1. Click Administration > Travel (on the sub-menu) > Travel System Admin and access the desired client travel configuration. NOTE: Depending on your permissions, the page may appear immediately after you click Administration or Travel. Concur Travel: User Supplied Hotels Travel Service Guide 9
2. In the GDS PNR Options section of the travel configuration page, select (enable) the Write passive segments for User Supplied Hotels check box. Check the Database for User Supplied Hotel When No Passive Segment Many customers utilize an itinerary rule that requires a reason code if the user/arranger books an overnight trip but does not book a hotel. If the User Supplied Hotel feature is enabled and if you are not writing a passive segment, Concur Travel will check the database to determine if a user supplied hotel was provided and, therefore, not trigger the itinerary rule: Enable the "I Will Book a Hotel Later" Option To configure: 1. Click Administration > Travel (on the sub-menu) > Travel System Admin and access the desired client travel configuration. NOTE: Depending on your permissions, the page may appear immediately after you click Administration or Travel. 2. In the GDS PNR Options section of the travel configuration page, select (enable) the Include "I will book a hotel later" as a user-supplied option check box. 10 Concur Travel: User Supplied Hotels Travel Service Guide
Other Information OUT OF POLICY REASON CODE DATA POINT Concur Travel offers the ability to capture the user supplied hotel reason code in file finishing like the ability to capture air, car, and hotel violation reason codes. Concur Travel allows a user to select a reason code for not booking a hotel in Concur Travel with the user-supplied hotel feature. This reason code is available in the finisher. PASSIVE SEGMENT EXAMPLES Amadeus 3 HTL 1A HK1 LCY 19FEB-20FEB//SI-USER SUP /V-CX/CF-123456789/ RT-EUR20/H-TEST HOTEL/A-STREET1/C-LONDON/S-/Z-/P-44123456789 /ID-/G- EXP / Sabre HHT HH 17AUG T GK1 ORD/OUT18AUG/HH AMBASSADOR EAST HOTE/DB LB/RG-200.00AUD/G/SI- 1301 N STATE PKWY CHICAGO ILLINOIS 60610 FONE312-787-7200 NONSMOKING CONFIRMED/SI-USER SUP/CF-ABCDEF- Part 1: Standard Travel Configuration in Concur Travel Enable User Supplied Hotels To enable User Supplied Hotels: 1. In the Travel Setup Wizard, click the Travel Rules setup step. Concur Travel: User Supplied Hotels Travel Service Guide 11
2. Click the Travel Features tab. 3. Select the desired policy. 4. Select (enable) the Enable Manual Hotels check box. Add Violation Reasons This feature is not available in Standard Edition. Add Passive Segments Passive segments for user supplied hotels are disabled for Standard Edition. 12 Concur Travel: User Supplied Hotels Travel Service Guide
Check the Database for User Supplied Hotel When no Passive Segment Many customers utilize an itinerary rule that requires a reason code if the user/arranger books an overnight trip but does not book a hotel. If the User Supplied Hotel feature is enabled and if you are not writing a passive segment, Concur Travel will check the database to determine if a user supplied hotel was provided and, therefore, not trigger the itinerary rule: Enable the "I Will Book a Hotel Later" Option This feature is not available in Standard Edition. Part 2: Professional and Standard Travel Additional Information PNR Finisher In addition, there are two data points in the PNR finisher to document the PNR when a user cancels a user supplied hotel. These work regardless of whether you write the passive segment. We have updated the "Deleted by" data point to use the Login ID rather than the User ID. Concur Travel: User Supplied Hotels Travel Service Guide 13