Guestline

Guestline Terms and Conditions

Terms and Conditions for organisations on Guestline contracts

General service description - advanced C&B
General service description - CRS
General service description - Distribution
General service description - PMS
Service-specific descriptions
Sales conditions
Guestline support services
Customer escalation process
Data protection policy
Information security policy
Privacy and cookie policy - Guestline
Acceptable use policy

General Service Description - Advanced Conference and Banqueting

About

Advanced Conference & Banqueting Overview

The Advanced Conference and Banqueting module helps streamline operations for independent conference and wedding venues as well as hotel groups. Easily manage everything from enquiries and contracts to templates and checklists, reducing operational workloads and improving customer service.

By seamlessly integrating with our property management system, Advanced C&B provides visibility of client data in real-time facilitates combined conference and bedroom bookings from a single location, and helps venues stay on top of invoicing.

About this document

This document has been written with a view to providing a summary of all functionalities within the Advanced Conference & Banqueting module. A detailed version outlining all areas of configuration, features and report outputs is available upon request.

Terminology within the module

Arrivals (Arr) – number of function reservations arriving at the property on a given date.

Availability (Avl, Avail)- number of rooms available to book on a given date.

BK (BK Status, BK Ref) – Booking. Booking Status displays the selected status of the function (Events are typically prefixed with EVNT, although this can be changed). The booking reference prefixes the unique reference of the function or event.

Company (Com) – the record for a company, agent or source profile related to a reservation, function or event booking.

Coordinator - The name of the Rezlynx user who is assigned to the event.

Delegates (Del, Dlg/Dlgs) – Refers either to the number of guests within an event/function, or the number of attendees within the delegates section (e.g. party nights etc).

Departures (Dep) – number of function rooms departing at the property on a given date. Or, departure date for the function.

Forecast (Business on the Books, BoB) – Value of business booked for a specific date or date range in the future. The module does not provide a forecasting service based on previous periods.

Forename – Name placed within the Forename field of a Prf Profile (or free-typed).

Occupancy (Occ, Occ%) – Percentage of rooms occupied on a given date.

Profile (Prf) – the record for an individual guest or contact related to a reservation, function or event booking.

Property (Hotel, Site) – All refer to the database containing data. These terms are interchangeable.

Rate Plan (Rate, Package, Arrangement) – denotes the rate plan attached to the reservation, function, or event.

Resident (Res, Residents) – Number of functions resident (currently checked into the property) on a given date.

Room ID (Rm, Room) – denotes the function room number or name that the function has been allocated to.

Surname – Name placed within the Surname field of a Prf Profile (or free-typed).

Title – Title placed within the Title field of a Prf Profile (or free-typed).

Type – Type of reservation displayed. The PMS predominantly splits these into Bedrooms and Functions.

Group Mode

When a database has been built as part of a group of properties, additional property filters will be available to the user within the PMS. However, the Advanced C&B module does not support group-mode reports or views; all bookings and C&B specific config are configured at property level only.

Report Outputs

Many reports within the module allow the user to ‘Refresh’ the data and view the results on the screen. These reports often include a hyperlink option, where the user can view further detail on the function or event. Hyperlinks allow the user to navigate to the specific area, reservation, function, event, or profile.

Other reports require the user to select a View Mode, or report output to view their data. The property can limit the outputs offered within the PMS ini settings.

Documents

A variety of customer-facing or internal-use documents can be produced from within the module. Depending on the document produced, these are available as PDF attachments to outgoing emails (referred to as Custom Reports), or as templates (built within the Template Editor), forming the body of an email. Typically, Custom Reports are created by the trainer at implementation stage (signed off by the property) and then subsequent changes are made by support on request.

Whilst Custom Reports have a fairly set format, they can be configured to reflect the property’s branding, and property-specific information such as address details, bank details, and terms and conditions. Various fields such as custom notes and additional information (such as linked bedroom rooming lists and function summaries, known as ‘sub reports’), can be added depending on whether the document is designed for internal or external use. The list of Custom Reports available per property is as follows:

Event Folio Bill
Event Pro Forma
Function Sheet 1
Function Sheet 2
Function Sheet 3
Function Sheet 4
Event Deposit Receipt
Delegate Deposit Receipt

Function sheets can be re-named within the module to display as anything the property wishes. For example:

Function Sheet 1 (Renamed to Internal Function Sheet)
Function Sheet 2 (Renamed to Wedding Contract)
Function Sheet 3 (Renamed to Conference Contract)
Function Sheet 4 (Renamed to Event Proposal)

Within each function sheet setup, the property may choose to include or exclude additional information (like Ts and Cs on an internal function sheet) or to change the layout slightly. When sending PDF documents, the property can assign an email template to populate the body of the email for the client, e.g., a contract ‘cover letter’.

A selection of example documents can be provided upon request.

Events

Diary

An at-a-glance view of function rooms (either daily, weekly or monthly) and any allocated functions. Several filters on the page allow users to filter results by specific day of week, status (each status can be assigned a different colour), location and layout. The diary also gives users the option to view PMS availability by room type, displayed at the bottom of the page.

Create/Edit Event

Events can be created either via the Events Diary, or Search/Create Event. The structure of an event is as follows:

The event header holds key information about the event, such as linked profile, linked company, agent and source (events allow one profile for each to be added only), coordinator market segment, media source, event status.

Multiple functions may be added to an event to build the different elements. For example, a wedding may comprise 4 functions: Ceremony (in the Orangery), Reception Drinks (on the Terrace), Wedding Breakfast (in the Orangery), Evening Reception (in the Marquee). Each function may have its own rate, layout, timings, menus, and resources, all of which can be changed within the function itself or via the Resources tab.

If required, either Multi-Room Reservations or Group Reservations (the system only allows one or the other to be linked to event bookings) may be linked to an event, via the ‘Bedrooms’ tab. Multi-Room or picked up Group reservation revenue can then be set to display on the event header and configured to display as a total within event documents. Users can also set charge routing rules to route some or all bedroom room picks onto the final event folio.

Additionally, Checklist functionality allows a coordinator to schedule multiple activities to complete throughout the lifecycle of the event. For example, ‘Chase initial deposit’, ‘Check for special diets’, ‘Chase rooming list’. Checklist items may also be added to populate after the event, e.g., ‘Send Anniversary Card’. If users flagged as coordinators are deleted, or made inactive, the system administrator at property will be given the option to re-assign all the events in their name, thereby re-assigning all their checklist tasks too.

Payments via the connected payment gateway offer MOTO transactions to be made directly via the event, or any delegates added. PayLink is not currently available within the module.

Enquiries

Enquiries may be made via two methods: Web Enquiries (when a property uses the Guestline API method* to send enquiry leads directly to the Advanced C&B module) and full Enquiries, generated by users within the module. Full enquiries capture key information such as profile, event date, market segment and media source code. Users can then add options for different dates and offerings and send a templated email to summarise these options. Enquiries can be assigned to specific users for follow up if required. They can also be converted to full event bookings, or ‘lost’ with configurable codes for reporting.

Delegates

Delegates are used to create a limited number of spaces (or ‘tickets’) for an event such as a party night or course/seminar. Once configured, users can book individuals or small groups as separate reservations under the event header. This allows users to link bedrooms, take separate payments, create pre-orders for dining, and send separate correspondence to each delegate booker. The delegate area of the module also provides specific reports giving operational summaries, delegate search and the ability to search for space on future delegate events.

Event Billing

View resident Event folios and add charges, pay off and check out. Ability to view Event Notes using Notes tab. A hyperlink to the Event is also available within the main billing page.

Event Billing with Invoice Hygiene

When the additional functionality is enabled, it will alter the workflow in which a folio/invoice is produced. It will allow a preview document to be produced without generating an Invoice number. Finalising an Invoice will prevent any further changes to an invoice. Credit notes can be produced for a finalised Invoice up to the end of day of a departed guest.

Event Billing with Address Flow Enhancements

When the address enhancements are enabled, it will allow the user to clearly see which address is linked to a bill split without leaving the room billing page. The ability to amend or add addresses to a folio can easily be carried out from the room billing page. Additional fields can be included within the address block if required.

Compliance with Kassensicherungsverordnung (KassenSichV)

Rezlynx is fully compliant with the requirements of the KassenSichV legislation. All financial transactions processed in Rezlynx will be digitally logged and recorded with a BSI certified cloud TSE.

Event Reports

Operational Reports

This section includes reports to track enquiries and conversions, event overviews, a detailed kitchen report (including pre-orders, timings and menu notes).

Revenue Reports

Users can track cancelled and reinstated bookings, deposits due, revenue by event type and revenue forecast, which can be broken down by each event and by revenue types.

Function Reports

Operational Reports

Arrival summaries, functions overviews and Readerboard reports are available within this section. The function overview is often used in operational meetings (like the weekly function sheet meeting) as a ‘top sheet’ summary document, along-side each function sheet for the coming week.

Revenue Reports

Revenue By Room and Room Production both give more detailed breakdowns for specific function rooms and calculate occupancy stats based on configured sellable hours.

Config Reports

Users can check over closed function spaces, menus, miscellaneous resources, rate plans and function room information in summary reports.

Configuration CB

Attributes

Create bespoke fields to add to Event Bookings, Function Bookings, Function Room Configuration and Enquiry Bookings.

Cancellation Codes

Configure Cancellation, Lost, Reinstate and Lost to codes for use within Events.

Checklist

Configure Checklists for use by Event Coordinators to track actions and mark as done, add notes. Checklists can be set to auto-populate certain tasks based on date rules.

Departments

Configure Departments to be used against Menus and Resources- ability to filter reports by Responsible Departments.

Diary Custom Order

Configure bespoke view sequence for Events Diary. Ability to set default order for logged in user.

Document Groups

Enable groups of file extensions to permit certain document types to be stored within Events. The standard maximum document size that may be stored on an event is 10KB.

Event Types

Configure Event types, set deposit due rules and add checklists to auto-populate events.

Enquiry Close Codes

Configure Close Codes for use within Enquiries reporting.

F&B Items

Configure Categories and Items, for use when configuring F&B Menus.

F&B Menus

Configure Categories and Menus, for use within Function reservations.

Function Templates

Configure Templates to auto add functions, resources, menus and notes to event bookings. Particularly useful for holding space for weddings with default package offering, before adding detail nearer the date of the event.

Function Types

Configure Function types and set Validations for Date and Time use.

Attributes

Configure additional (property-specific) attributes to display within and Event, Function, Enquiry or Function room.

Ini Settings

Manage System Settings and defaults for Events, Functions and Enquiries.

Internal Addresses

Configure email addresses to be used when sending out function sheets or other documents. Typically used for internal email accounts but is not limited to these.

Layouts

Configure layouts to be used within Function bookings.

Location Types

Configure Locations to categorise function rooms, and control filters on the Events Diary.

Mandatory Fields

Enable specific fields to be mandatory within Events and Enquiries.

Misc. Resource

Configure Resource Items to be used within Function Bookings. Ability to set an inventory count and keep track of number in house.

Quick Notes

Configure Notes for various areas of the system, with pre-defined text. Assists operations in maintaining consistency, and limits lots of manual typing for commonly used notes.

Rate Plans

Create Event Rate plans for use within Functions, and also Event Billing.

Rooms

Set up Function rooms and configure dimensions, inclusive items, rates and images.

Status Codes

Map Status Codes (configured in PMS and mapped to C&B) and set status colours to display within the Events Diary.

Other Areas

Template Editor

In addition to the standard templates available within the PMS, further templates may be configured for use within the Adv C&B module. Additional functionality allows users to create more complex templates by using ‘sub reports’. These sub reports will repeat within the document for as many of the items that appear on the event. E.g. if 3 functions have been added to an event, the Functions sub report (and anything configured to display within it) will repeat 3 times. The structure for these is as follows:

User Setup

In addition to the standard user controls available within the PMS, further options are available for users with access to the Adv C&B Module. A detailed breakdown of all user controls is documented within the Detailed Service Description, available upon request.

User Logs

View detailed logs related to User actions, Events, and Enquiries. Logs are output on screen only. A detailed breakdown of all user logs is documented within the Detailed Service Description, available upon request.

API

*Web Enquiries

The module does support web enquiries to be pushed from a third party such as a property’s website. There is no ‘front end’ for this, so any client wishing to utilise this option would need to engage with a third party to build a web form, for example. Further details around Web Enquiries can be provided upon request.

Other Methods

There are a small number of API methods relating to the Advanced C&B module. These include Create/Update Event, Cancel Event, Create/Update Function, Cancel Function. The API does not publish availability messages for function rooms.

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General Service Description - CRS

About

CRS Overview

The Central Reservation System (CRS) synchronizes directly with property's Rezlynx PMS and is divided into two options: CRS Rates and Configuration, or CRS Rates and Configuration with Reservations. Property groups who wish to control their Rates and Configuration centrally, but do not operate a Central Reservation Office may decide to take the Configuration Module on its own.

A core pricing strategy can be set across the group to provide rate parity and reduce admin to ensure every sales opportunity is exploited and the profits are maximised.

Hotels can upsell and cross-sell across the group and centralise their real-time rate management.

About this document

This document is designed to supplement the information held within the core PMS Service Description Summary, and will include any additional features/functionality available when CRS is enabled. A detailed version outlining all areas of configuration, features and report outputs is available upon request.

Terminology within the module

Arrivals (Arr) – number of function reservations arriving at the property on a given date.

Availability (Avl, Avail)- number of rooms available to book on a given date.

Company (Com) – the record for a company, agent or source profile related to a reservation, function or event booking.

Departures (Dep) – number of function rooms departing at the property on a given date, or departure date for the function.

Forecast (Business on the Books, BoB) – Value of business booked for a specific date or date range in the future. The module does not provide a forecasting service based on previous periods.

Forename – Name placed within the Forename field of a Prf Profile (or free-typed).

Non Virtual PMS - A 'Non Virtual PMS' property is a standard version of Rezlynx PMS that enables a property to function in the normal manner. This type of property is commonly owned by the property group and is used to run the business within the property. Non Virtual PMS databases are created by Guestline and can be configured within the Rezlynx CRS module.

Occupancy (Occ, Occ%) – Percentage of rooms occupied on a given date.

Profile (Prf) – the record for an individual guest or contact related to a reservation, function, or event booking.

Property (Hotel, Site) – All refer to the database containing data. These terms are interchangeable.

Rate Plan (Rate, Package, Arrangement) – denotes the rate plan attached to the reservation, function, or event.

Resident (Res, Residents) – Number of functions resident (currently checked into the property) on a given date.

Room ID (Rm, Room) – denotes the function room number or name that the function has been allocated to.

Surname – Name placed within the Surname field of a Prf Profile (or free-typed).

Title – Title placed within the Title field of a Prf Profile (or free-typed).

Type – Type of reservation displayed. The PMS predominantly splits these into Bedrooms and Functions.

Virtual PMS - A 'Virtual PMS' property is a 'light' version of Rezlynx PMS and holds basic availability and reservation information for the property.  Virtual properties only exist to hold availability and allow reservations to be created; they do not offer any other PMS functionality (such as check in/out, billing etc). This type of property is commonly an associate of the property group and is used to enable reservations to be taken within Rezlynx CRS on behalf of the property.  Virtual PMS instances can be created and configured within the Rezlynx CRS module. NB: When Virtual Properties are enabled, the option to ‘Include all Properties’ changes to ‘Non Virtual PMS’ and ‘Virtual PMS’ so that the user may select all Non Virtual or all Virtual properties to expose their config to if they wish.

Group Mode

When a database has been built as part of a group of properties, additional filters will be available to the user. Based on the user’s access to other properties within the group, the ‘Property’ filter that can be seen within the PMS will allow the user to include data or information from other properties within the group.

Report Outputs

Many reports within the module allow the user to ‘Refresh’ the data and view the results on the screen. These reports often include a hyperlink option, where the user can view further detail on the reservation, function, or event. Hyperlinks often allow the user to navigate to the specific area, reservation, function, event, or profile.

Other reports require the user to select a View Mode, or report output to view their data. The full list of options for these reports are defined within this document, however, the property can limit the outputs offered within the ini settings.

Reservations

Reservation Overview

Each CRS reservation will automatically create one header and one segment. The user may then wish to add multiple segments to the header, to provide a single booking with multiple elements. Segments can be used to create a new reservation at the same property for different dates, or a new reservation at a different property within the group.

Search

Objective: Search for existing reservations created either within CRS or at PMS level.

Rate Search

Query Room and Rate availability across the estate, based on a number of detailed filters. Users can then proceed to make a CRS reservation from this screen.

Web Enquiries

Manage any web enquiries which have been pushed to CRS via API*: crsenq_CreateEnquiry. Web Enquiries create a basic enquiry, which CRS users can then convert to a more detailed CRS enquiry and add options, notes etc.

Brochure Requests

Used to generate 'brochure request' letters/emails upon request by the contact. Each brochure type is linked to a template, which is used for the mailer. A brochure request can be sent to either a contact profile or a company profile.

Batch Printing

Allows users to store CRS reservation confirmations, CRS reservation cancellation and Brochure Requests and batch print or email when required.

Enquiries

Create and manage enquiries in order to track conversions and lost statistics. 

Groups

Create and manage group bookings for any of the properties within the group.

Property

Search

Review sites (Non Virtual, and Virtual if enabled) set up and add/edit configuration.

Groups

Create categories to group Virtual and Non Virtual Properties. Grouped properties then provide a ‘select all’ option to the user when creating new configuration.

Types

Create types to group Virtual and Non Virtual Properties. Used on the Rate Search screen to narrow down an availability search.

Regions

Create regions to group Virtual and Non Virtual Properties.

POI Details

Create any desired Points of Interest to help filter rate plan results.  Can also be used to keep useful information about attractions etc in one central location. 

Virtual Availability (when Virtual Properties are enabled)

Update availability for Virtual Properties, either adding room stock using Pattern Fill, or setting room types to ‘R’, or availability on request.  Selecting this option prompts a pop up for the user to state that the property should be contacted before confirming availability to the guest. 

Reports

Summary

In addition to all PMS based reports, this area deals with CRS-Specific reports such as central deposits ledger, enquiries, and occupancy across the estate.

Brochures

Review all brochure requests and check their status.

Deposit Received

Track all deposits taken at CRS level and filter by PMS property if desired. 

Enquiries Tracker

A detailed report containing all enquiries across the group of properties. 

Forecast Occupancy

Occupancy (%) and Close Out level information per site, including total number of rooms at each property. Report is displayed for 14 from the Start Date selected.

Rates

Rates Overview

Rates configuration is very similar to the PMS. There are some differences in layout, however, in general each element of a rate can be created and exposed to multiple properties in one place.

Products

Product configuration will only allow the user to expose a product to a property where the analysis code is already exposed. Additional functionality at CRS allows users to configure ‘Exceptions’, enabling one code to populate different values at different properties. For example, Breakfast might be £ 8.00 at property A, and £ 10.00 at property B. Exceptions also allow different shift allowance values to be configured for each property if required.

Flex Tables

Multiple property’s flex table values may be configured at once if desired. However, because of room types and prices being different at different properties, these are normally updated one at a time.

Rate Plans

The general layout of the rate plan page is slightly different at CRS. The additional option to ‘Select Properties’ (as per the other areas of configuration) is included at the bottom of the page. All room types created across the group are displayed.

Promotion Codes

The layout of this area is slightly different from PMS, and the user has the option to set a promo code to be ‘Always Available’. They may also add notes, and add multiple rates to one promotional code.

Restrictions

Restrictions are displayed centrally at CRS, however restrictions must be set individually per property. The different settings are displayed in a tab format across the top of the page, rather than being listed on one page.

Configuration

Configuration Overview

Configuration areas at CRS are the same (except the topics covered in this section, below), however codes and rules can be created centrally, and then exposed to multiple properties in one action. This avoids the need to configure codes at each individual property, and achieves consistency across the group.

Availability Controls

Control the order in which certain fields (Properties, Day Specific, Rate Plan, Companies, POI, Promotion Code) appear on the Rate Search Page.

Brands

Create Brands to group Virtual and Non Virtual Properties.  At least one Brand is required to complete a Rate Search.  Brands also offer the ability to set default templates.

Brochure Types

Set up brochure types to handle and respond to different enquiries from specified campaigns.

Facilities

Create facilities relating to each hotel’s offering to filter rate search results and assist reservation team. Examples include Leisure Facilities, Concierge or Laundry Services.

Ini Group Settings

Control site-specific functionality with detailed system settings. These include CRS-specific settings for reservations, denials, summary templates for virtual properties, and general defaults such as Media Source, Pay Type, Status.

Ini Virtual Settings (when Virtual Properties are enabled)

When Virtual Properties are enabled, an additional ini settings area is available to control Virtual Property reservations. This includes a general tab (to control defaults, and areas like deposit handling), and then a site-specific tab which allows users to set config for one, or multiple sites at once.

Post It Notes

Create reminders to appear at different stages throughout a CRS reservation, depending on Operation, Property, Profile, Company, Operator, Date or Rate Plan Rules. 

Scheduled Tasks

Set global tasks (GDPR Profile Rules and Virtual Email Summary) across the group to manage non-property specific routines.

Other areas

Template Editor

Create templates using merge tags and (if desired) HTML. CRS allows users to either create templates which can then be exposed to individual properties within the group, or CRS specific templates which include additional functionality. CRS Templates also offer the option to create a summary document, with a segment indicating each separate segment on the CRS reservation. Templates can also be created for Brochure requests.

User Setup

In addition to the standard user controls available within the PMS, further options are available for users with access to the CRS module.

User Logs

View detailed logs related to User actions, Events, and Enquiries. Logs are output on screen only.

API

*Web Enquiries

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General Service Description - Distribution

About

Distribution Overview

The Distribution platform distributes live inventory to the Global Distribution System (GDS) and thousands of online travel agencies (OTAs) worldwide. It enables properties to control rates and availability in real-time from a single location, making manual updates on individual channels a thing of the past.

The platform also enables users of Guestline’s Direct Booking Manager (DBM) to manage a large amount of their own content, including images, upsells, rates, promotional codes, and language configuration, if required.

Seamless integration with Rezlynx PMS means that any bookings are automatically delivered to the PMS, saving valuable time and resources.

About this document

This document has been written with a view to providing a summary of all functionalities within the Distribution platform. A detailed version outlining all areas of configuration and report outputs is available upon request.

Accessing Distribution

Access is available via Single Sign On (SSO) where users may create an account using either a username or a unique email address. Once active, users will have access to other applications within the Guestline product set, such as PMS, and the Insights reporting module. Access to these are restricted by user controls.

Language

The Distribution UI is available in English, German, and Dutch. Certain areas of customer-facing configuration can be toggled with multiple languages, so that users can enter areas with more than one language attached. This can then be picked up by the DBM so that when the language is changed within the booking manager, the user will see the translations as set by the property.

Terminology within the Platform

Adults (Ad) – Adults within a reservation

Arrivals (Arr) – number of reservations arriving at the property on a given date. Or arrival date for the reservation.

Availability (Avl, Avail)- number of rooms available to book via Distribution on a given date.

Channel – Source of reservation, such as an OTA, or Guestline’s DBM.

Children (Ch, Chl, Child) – Children within a reservation.

Company (Com) – the record for a company, agent or source profile related to a reservation.

CRS Number – This is the reference number for the channel that has supplied the reservation. This number is searchable within both Distribution and PMS.

DBM – Direct Booking Manager. This is the Guestline booking engine, sometimes referred to as an IBE (Internet Booking Engine). It connects directly to the PMS via Distribution, and a large amount of content can be managed by users within the Distribution platform.

Departures (Dep) – number of bedrooms departing at the property on a given date. Or departure date for the reservation.

Forename – Name placed within the Forename field of a Reservation.

GDS – Global Distribution System

Infants (In, Inf) – Infants booked on a reservation.

Occupancy (Occ, Occ%) – Percentage of rooms occupied on a given date.

OTA – Online Travel Agent, e.g., Booking.com.

Pace – Number of days between date of reservation, and reservation arrival date.

PMS – Property Management System. The Guestline PMS is often referred to as Rezlynx PMS.

Profile (Prf) – the record for an individual guest or contact related to a reservation.

Property (Hotel, Site) – All refer to the database containing data. These terms are interchangeable.

Rate Plan (Rate, Package, Arrangement) – denotes the rate plan attached to the reservation.

Room ID (Rm, Room) – denotes the room number or name that the reservation has been allocated to.

Surname – Name placed within the Surname field Reservation.

Title – Title placed within the Title field of a Prf Profile (or free-typed).

Group Mode

When a database has been built as part of a group of properties, additional Property filters will be available to the user within the Distribution UI. Some areas allow configuration to be created for multiple properties, or to be copied

Property/Group Monitoring

Dashboard

Reservation Reporting for Distribution collected reservations only. Users may refresh the dashboard by selecting booking or arrival dates, all or selected channels, and all or selected properties if in group mode. Results returned include ARR, Booking Pace, Average LOS, Average bookings per day, Reservation Revenue, Cancellations and Room nights based on filters selected.

Monitoring Page

Shows the current status of various interfaces and reports on errors or warnings. The page displays three sections: An overview (summary of inbound reservations, availability and also a breakdown of each interface with any warnings or errors visible), reservations messages (all new, modified or cancelled reservations), and availability messages (list of all availability messages sent to each channel).

Channel Settings

Channel Information

General information relating to the channel, including contact information. Channel information also enables a user to adjust the commission values sent to the channel between a selected date range. When a commission adjustment has been made details of the change will store at the bottom of the page.

Conversions

Translation/Mapping area to convert interface codes to the PMS codes for integration. Conversions are also available directly via the PMS UI.

Interface Settings

Various interface settings for the channel, including what data to send i.e., overbooking values, number of days to upload availability

Booking Modules

Upsells

Add upsells to appear on the DBM. When the property is part of a group, a drop-down will display to view All Properties, or Specific ones. Copy feature allows user to copy upsells from one site to another within a group.

Resynchronisation

Re-Send rate and availability data to connected channels. Users may select channel, enter select date range of data to send to channel(s) and select the type of data to send (inventory, rate details, restrictions). A list of the last 10 Resynchronisations performed will be displayed.

Reservations

Search for Distribution created reservations using the following filters: Property (when in a group), channel, nights, guest first name, guest last name, arrival date, departure date, CRS confirmation number (provided by the channel). For Booking.com reservations, additional functionality to ‘Report Card as Invalid’ and ‘Report as No Show’ is available.

Reports

Booking Source

Report on the source of a booking based on selected criteria. Option to sort by arrival or booking date, select a particular property (if part of a group) and select certain channels. Report can be viewed as PDF or CSV.

Channel Statistics

Display additional information about production by channel. Results shown in Graph and List forma, with the following information: Average Pace by Channel, Average Rate by Channel, Average Number of Nights by Channel, Number of Bookings By Channel. Report can be viewed as PDF or HTML.

KPI

A property may enter budget data relating to Distribution sourced reservations and compare against actual figures. Revenue types available to monitor: Reservation Gross Revenue (by month), Revenue Per Available Room (by month), Average Room Rate (by month). Budgets may be entered directly on the screen. Report can be viewed as PDF, HTML, CSV and TXT.

Payment Transaction

An audit of the payment transactions from each reservation from each respective channel. Users may filter by property, channel, dates, CRS Ref and payment gateway reference. There is the option to just display DECLINED transactions. Report can be viewed as PDF only.

Rate Access Code

Report on reservations linked to rate access codes used. A detailed (breakdown per reservation), or summary (total bookings made per access code) option is available to the user. Report can be viewed as PDF or CSV.

Rate Expiry

This report will highlight when rates that are exposed to Distribution are due to expire. It will also display where a particular rate is exposed, or filter only by expired rate plans. Report can be viewed as PDF only.

Rate Performance

Detail what percentage of bookings have come from rates mapped to selected channels. Users can filter by property, channel, date and arrival/booking date. Report can be viewed as PDF, HTML, CSV or TXT.

Res. Transactions

A detailed report displaying all the transactions (reservations, cancellations, and modifications) based on the search criteria provided, including multiple properties if needed. Users may filter on property, channel, date, reservation type, and arrival/booking date. They may also opt to sort results by Arrival or Booking date. Report can be viewed as PDF, HTML, CSV or TXT.

Reservation Logs

This report displays all the reservations within the search criteria. It will also show if there are any reservations with warning and errors. Report can be viewed as PDF, HTML, CSV or TXT.

Reservations

Provides a complete breakdown of each reservation (1 page per reservation) between the selected date range. Report can be viewed as PDF, HTML, CSV or TXT.

Configuration Rooms

Manage Rooms

View and edit rooms details that have been exposed to Distribution from PMS

Room Blocks

View Room Blocks linked to rate plans exposed to Distribution through PMS or configure selling mode of existing room blocks.

Rooms Per Day

Review the number of rooms allocated to each Channel, per day, along with any base allocations that may have contracted with a specific agent. Where overbooking is enabled, these values will be displayed within the parenthesis value legend. Note: Overbooking values by hotel are not sent from PMS and must be added manually. Only overbooking values by room type are sent from PMS.

Rates

Cancellation Policies

Create cancellation policies to appear on rates exposed to the DBM.

Company Rates

Overview of which rates are linked to company profiles in PMS

LOS Rules

Attach a discount to a rate plan exposed to the DBM when a reservation is made between a selected date range, and for a specified number of nights (e.g. 3 for 2).

Manage Rates

View details, edit and copy rates that have been exposed to Distribution from PMS.

Payment Configuration

Determines if a payment should be taken and the value of the payment when booking a rate exposed to DBM

Price Variances

Increase or decrease the rate plan by a monetary or percentage value based on occupancy or inventory count between a selected lead time. This page can be filtered by Property, Rate Plan, Channel and threshold type to show any existing price variances.

Rate Access Codes

This feature will hide a rate code from being generally available to purchase on the DBM only when a Rate Access/Promo Code is entered. This page can be filtered by property/Rate Plan and Active or Inactive Rate plans to display existing Rate Access Codes. Rate access codes are linked to rate codes within the PMS, which is where any discounts are applied. Rate access codes do not offer the option to take a monetary or % discount off a basket.

Rate Ceilings

Display any Ceilings active in PMS with a Distribution exposed rate plan attached. On viewing the details of the ceiling, the values against the room types will be displayed.

Rates per Day

Displays the rate value per rate plan exposed to distribution by room type and number of guests for the period defined. Values are uploaded from PMS

Restrictions

Closure by Rate

Close out by rate plan and channel based on a set of rules. The user has the option to select whether a rate should be open or closed based on lead time, or % occupancy.

Restrictions Grid

View restrictions attached to rate plans exposed to Distribution with the following filter options: Property, Room Type, Channel, Start Date, Number of Nights. The grid will display closures imposed by PMS restrictions, manual restrictions from the Distribution platform, threshold restrictions, ceiling restrictions and hotel availability restrictions.

Set Restrictions

Set restrictions by rate plan, channel and room type manually within the Distribution platform. Restriction Options (dependent on channel): Closed, Closed to Arrivals, Closed to Departures, Min LOS, Open, Open to Arrivals, Open to departures, Max Advance Booking, Min Advance Booking, Staythrough

Threshold Closure

Restrict availability by inventory count or occupancy level on a hotel or room type threshold.

Content & Info

Facilities

Add selected facilities to display on the Hotel Facilities page within DBM. Options include information about leisure facilities available, ‘close to’ transport and attractions, F&B and parking facilities.

File Upload

To upload images to the DBM for use on Rate Plan, Room Types, and Upsells(Max file size 200 KB).

Property Images

To upload property images to the DBM (Max file size 200 KB)

Property Info

Property information to display on the DBM. This includes property description, address, check in and check out times

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General Service Description - PMS

About

Property Management System

The Guestline Property Management System, Rezlynx PMS, provides properties with the tools and insight to make daily operations easier by automating routine tasks and enabling staff to focus on the guest.

About this document

This document has been written with a view to providing a summary of all functionalities within the PMS. A detailed version outlining all areas of configuration, features and report outputs is available upon request.

Accessing the PMS

The core PMS is fully cloud based, and access is available via Single Sign On (SSO) where users may create an account using either a username or a unique email address. Once active, users will have access to other applications within the Guestline product set, such as Distribution, and the Insights reporting module. Access to these are restricted by user controls.

Terminology within the System

Adults (Ad) – Adults within a reservation

Arrivals (Arr) – Number of bedrooms or function rooms arriving at the property on a given date. Or arrival date for the reservation or function.

Availability (Avl, Avail)- Number of rooms available to book on a given date.

BK (BK Status, BK Ref) – Booking. Booking Status displays the selected status of the reservation, function or event. Booking Reference denotes the unique reference of the reservation, function, or event.

Children (Ch, Chl, Child) – Children within a reservation.

Company (Com) – The record for a company, agent or source profile related to a reservation, function, or event booking.

Departures (Dep) – Number of bedrooms or function rooms departing at the property on a given date. Or departure date for the reservation or function.

ETA – Estimated Time of Arrival

ETD – Estimated Time of Departure

Forecast (Business on the Books, BoB) – Value of business booked for a specific date or date range in the future. The PMS does not provide a forecasting service based on previous periods.

Forename – Name placed within the Forename field of a Prf Profile (or free-typed).

Infants (In, Inf) – Infants within the reservation.

Occupancy (Occ, Occ%) – Percentage of rooms occupied on a given date.

Profile (Prf) – The record for an individual guest or contact related to a reservation, function, or event booking.

Property (Hotel, Site) – All refer to the database containing data. These terms are interchangeable.

Rate Plan (Rate, Package, Arrangement) – denotes the rate plan attached to the reservation, function or event.

Resident (Res, Residents) – Number of guests resident (currently checked into the property) on a given date.

Room ID (Rm, Room) – Denotes the room number or name that the reservation, function, or event has been allocated to.

Room Pick (Rm Pick, Pick) – An individual room booked as part of a group, block or multi-room

Stayover – Number of guests on a stayover on a given date. Term is different from Residents, which will include guests due to depart the following day. Typically, stayovers would be part way through their stay, e.g., night 2 of 3.

Surname – Name placed within the Surname field of a Prf Profile (or free-typed).

Title – Title placed within the Title field of a Prf Profile (or free-typed).

Type – Type of reservation displayed. The PMS predominantly splits these into Bedrooms and Functions.

Icon displayed when a pop-up is triggered, allowing the user to click the icon, and temporarily view the page behind the pop-up.
Icon is displayed within selected reports and allows the user to save required filters for use at a later date or view pre-selected filters. Filters may be saved with a description, and then for Current or All Sites (when in group mode) and Current or All users within the PMS.

Group Mode

Report Outputs

Many reports within the PMS allow the user to ‘Refresh’ the data and view the results on the screen. These reports often include a hyperlink option, where the user can view further detail on the reservation, function, or event. Hyperlinks allow the user to navigate to the specific area, reservation, function, event, or profile.

Other reports require the user to select a View Mode, or report output to view their data. The property can limit the outputs offered within the ini settings.

Documents

A variety of customer-facing or internal-use documents can be produced from within the PMS. Depending on the document produced, these are available as PDFs (referred to as Custom Reports), or as templates (built within the Template Editor), forming the body of an email. Typically, Custom Reports are created by the trainer at implementation stage (signed off by the property) and then subsequent changes are made by support, on request.

Whilst Custom Reports have a fairly set format, they can be configured to reflect the property’s branding, and property-specific information such as address details, bank details, and terms and conditions. Various fields such as custom notes and attributes can be added depending on whether the document is designed for internal or external use. The list of Custom Reports available per property is as follows:

Deposit Receipt
Folio Bill
Group Pro Forma
Ledger Statement
Post Cash Receipt
Pro Forma
Registration Card
Reservation Summary

A selection of example documents can be provided upon request.

Property

Availability

Provides a breakdown of rooms available by room type and date in a grid format, with the ability to filter by room type group or status. Additional information presented to the user also includes %Occupancy figures, number of arrivals, departures and scheduled room moves per day.

Planner

A grid format displaying reservations which have been allocated to specific room IDs, with the ability to filter by location, room type, cleaning codes, and any custom attributes configured by the property. Unallocated reservations may also be displayed if wished.

Rate Search

Pop up screen allowing a user to query rate availability using several filters including arrival/departure dates, number of guests, room type, rate plan, market segment, company, or promotional code.

Reservations

Individual Reservations

Reservations for individual guests may be created via the Availability Screen, Planner, Rate search or Reservation Create areas. A large amount of detail may be captured within a reservation, including separate Booker and Guest fields, Company, Agent and Source information, rate changes during stay, payments (using Guestline’s level 1 certified integrated PCI solution), upsells, notes and To-Do items. Users may also send branded correspondence direct to the contact or guest or produce pro forma invoices from the same area.

Multi-Room Reservations

Reservations for more than one room (linked under a common reference number) may be created. This area of the system allows a user to copy key configuration across the rooms, including charge routing instructions, ledger account, booking status and various notes. Multi-room reservations allow the user to enter guest rooming list information, either as free-type or linked to existing profiles.

Groups and Blocks

Groups and Blocks allow a user to block off availability by room type, using different status codes depending on whether or not the block should affect the room type availability for the selected date. Users may then either pick the rooms up (allowing detailed information to be added to the pick, as per an individual reservation) or release the block, either manually or using a scheduling tool based on a desired number of days prior to arrival. Groups may be copied in a series for up to 50 instances at a time.

Front Office

Allocate/UnAllocate

Users may allocate or un-allocate whole reservations, or individual booking lines from this area. Options to Allocate All, or manually/auto allocate rooms one at a time. Additionally, users may configure Auto Allocate Priority logic to control the order in which room types under the same room type are allocated to room IDs.

Check In

View all arrivals based on the selected date, including additional information based on configuration such as rate plan, market segment ledger information, and VIP (lead guest) flag per room. Check In screen also includes Function and Master bookings, plus any room moves scheduled for the day.

Check Out

View all departures (or residents) based on the selected date, including additional information based on configuration such as ledger information, company name, and ETD. Both bedroom and function billing may be accessed from this screen. Additional options to batch print folio bills by room or folio if required.

Room Maintenance

Review or create maintenance issues using a number of different status options. User may use Room Maintenance to deduct a room from stock, set it as out of service, warn other users of known issues, or to simply log an issue.

Other Guest Services

Other services within the Front Office area include the ability to log a guest message (and flag on the check-in and planner screens, log or search lost property items, review rooms on Q or batch print/send templated documents.

Billing

Batch Posting

This area allows charges to be applied to multiple resident rooms within one screen.

NRAs, Masters and Post Cash

NRAs (Non Resident Accounts) may be configured for a number of different uses, however once created, they will display as resident folios and will allow users to post or move charges to them, as well providing a destination for charge routing rules. NRA accounts are visible from Guestline EPoS, however most third party POS solutions don’t allow the interface to post to them. Master accounts may be linked directly to Group, Multi-Room and Function bookings in order for deposits to be stored and charge routing to be applied.

Post Cash allows ‘passer-by’ or ad-hoc sales to be logged where the charges are not posted to a resident folio, NRA or Master.

Room Billing

This area will display all resident bedrooms, functions, NRAs and Masters (including any unallocated resident reservations) and will allow the user to find a folio using a Room ID, Booking Ref or Guest Name.

Room Billing with Invoice Hygiene

Room Billing with Address Flow Enhancements

Compliance with Kassensicherungsverordnung (KassenSichV)

The PMS is fully compliant with the requirements of the KassenSichV legislation. All financial transactions processed in Rezlynx will be digitally logged and recorded with a BSI certified cloud TSE.

Profiles

People Profiles

This area allows a user to search for existing profiles (based on several criteria), create new profiles, or merge duplicates where necessary. Merging duplicates requires additional user credentials to be entered, or validated, as merged (and therefore removed) profiles may not be reversed.

When creating People Profiles, additional custom attributes may be created to capture extra information.

Company Profiles

Company profiles may be created and used in various areas of the PMS; as Ledger accounts (when credit facilities have been enabled), Agent and Source profiles. Users may create activities for specific company profiles (such as rate negotiations, and other account management tasks) and extract data based on creation dates and aged debt.

When creating Company Profiles, additional custom attributes may be created to capture extra information. Subsidiary and Parent accounts can also be set from this area, allowing users to view reports (e.g. Company, and Aged Debtors) by Parent totals or individual subsidiaries.

Conference and Banqueting

Diary

The C&B diary allows users to create function bookings (using various frequency options from 5 minutes to multiple days) and log enquiries in order to follow up at a later date. Functions may also be created from the Search/Create/Edit screen, which also allows users to search for existing functions using numerous different filters.

Function Sheets

Function Sheets and Confirmation letters (configured within the Template Editor) may be printed or emailed directly from the PMS. An additional tab for Enquiries also allows users to print or send Enquiry correspondence if required.

Reports

House Keeping

This section includes several reports specifically geared towards different reporting requirements within Housekeeping and Maintenance. Cleaning Forecast is available in a simple or detailed format and provides a summary of arrivals, residents, stayovers, departures, and room moves per day. Custom Housekeeping statuses are also visible here, giving the property the flexibility to configure default statuses based on a length of stay, or rate plan selected. The Room Status report is a live report giving a list of all rooms within the property, and their current state in terms of vacant/occupied, housekeeping status and other information such as the number of nights each guest have stayed out of the number booked on each reservation.

Front of House

The Front of House reports cover several elements of Front of House, including Alarm Calls, Newspaper Orders and Meal Plan summary. Detailed reports such as the Guest List provide multiple filters and profile/reservation fields, plus additional insights such as guest feedback and ‘group by group’ functionality. Option to save filters for regular use by multiple team members if required.

Reservation

The Reservation reports include key statistics like Availability, Rooms Sold, Cancellations, No Shows, Denials and New Reservations by Date. The Group Scan allows users to view all Group and Multi-Room reservations at a glance. Enquiries and Waitlist can also be tracked from here.

Revenue

A key report under this category is the Actual and Forecast, which brings together a large amount of data and is heavily used to view business done and business on the books in one place. It also gives a summary of rooms blocked by groups/blocks or individuals, plus metrics like yield and ARR. Other reports in the Revenue section include Agent Commission, Company Statistics, Deposit Analysis and Deletion Analysis.

Forecast

Forecast business on the books based on Daily Rate analysis, Market Segment and a summary House Forecast for an overall view of Availability, Occupancy and total/cumulative revenue for the date period selected.

Users can also utilise the Ceilings report if they need to control how many rooms are booked per night on specific rate plans – this area will show ceilings in place and rooms booked on each one.

Sales & Marketing

Key reports in this area include the Booking Source report (allows users to view production by specific OTA, rate plan and operator), Media Source breakdown (by both actual and forecast), and the Design Query which allows users to extract profile data based on a number of fields relating to stay/book dates, media source, room type, location/nationality/language, number of stays, custom attributes and GDPR preferences.

Accounting

Reports

This area contains finance-specific reports such as Deposits Held (deposits ledger), Room Balances, Ledger Analysis, Sales Day Books and Invoice Reprint (which also allows users to email copy invoices if required). More detailed reports such as the Postings and Financial Audit reports detail every posting and payment made throughout a selected period, with splits to show rate plan breakdowns, and audit trail by operator, room ID and Invoice number.

Period End

This area provides a summary of closed periods (with ledger, deposit and in-house breakdowns against each end of day when ‘Reports Storage’ is enabled), as well as current/open periods. Each option generates a detailed report with total postings against each analysis code/payment type plus a summary of movement figures, totals for each configured tax rule, and KPIs for the property. Users can also produce Payment Analysis reports (typically used for ‘end of shift/day’ processes) or Operator Shift reports which break down payments by any operator active in a selected period.

Company

The Aged Debtors area offers numerous different functions and allows users with access to track companies with credit facilities who have either debits or credits posted against their accounts. Users can then drill down and view individual invoices (moving them to a different account if needed), raise manual invoices/credit notes, print/email statements by the aged amount (30+, 60+, 90+ or 120+ days plus current and balance options). A simple chase activity tool allows users to track contact made with accounts payable contacts and set next chase dates.

System

Codes & Rules

Most areas of configuration within the PMS are controlled here, including Analysis Codes, Charge Routing pre-set rules, Market Segments, Media Source Codes, Pay Types and Tax Rules. A configuration extract (under tools) allows users to review any configured codes and rules in an excel export format.

Tax Handling

Tax rules allow system administrators to configure tax rules with either single lines, or sequences of rules. Tax sequences always calculate from the previous posted line within the tax analysis. Tax is only declared by the PMS when the charge linked to it is posted, (i.e., on day of arrival, or during the end of day routine if a guest is staying multiple nights) so advance VAT invoices cannot be generated prior to arrival.

The system also calculates VAT on deposits (the VAT rate is a system setting). This calculation is displayed within the VAT analysis on the end of period reports. When a reservation is checked in, the system will reverse the VAT (based on configured rules against any analysis codes) and then calculate the total VAT due. This is then displayed within the VAT analysis at the bottom of the folio bill. Invoices for deposits due are not generated by the system, however it is possible to indicate a ‘deposit due’ amount (and include this on a confirmation template). This figure also populates a ‘Deposits Due’ report.

Rates

All areas of Rate setup are available within this area. Additional features and tools such as City Tax/Surcharge configuration, Promotional Codes and Rate Restrictions are available to users with access. A detailed description of Rates is available upon request.

System

This area allows user with access to configure additional areas such as Mandatory Fields, House Newspapers, Prefixes, Status Codes and To Do Items.

Ini settings contain all the property-specific rules that define how the PMS behaves, such as deposit handling, release rules for groups/blocks, interfaces, fiscal periods, shift allowances and payment gateway configuration.

Media Manager and Template editor allow users to upload property-specific images and logos, then configure customised email/letter templates for enquiries, reservation confirmations/cancellations, ledger statements, function sheets and function confirmations.

User setup lists all the user permissions within the PMS and allows users with access to configure any number of different user groups with specific access permissions.

Tools

Key areas within the Tools area are the Financial Export setup (where the fields picked up by the API are configured) and Scheduled tasks (specific times for system tasks such as running the end of day, triggering release rules for groups/blocks, running availability updates) are controlled.

Template automation works alongside Template Editor to set up schedules, allowing the property to send out templated emails at key points in the guest journey, usually pre and post stay.

Distribution

Conversions

This area allows the mapping of conversion codes e.g., rates, room types for connected channels i.e., Booking.com via the Distribution platform

GuestStay (when activated)

Digital Registration

GuestStay allows guests to pre-register online via all available devices and modern browsers. Before arrival a branded email is sent to the guest to complete their profile, capture reservation information (ETA & notes), agree to terms and conditions and sign the digital registration card. The guest will receive a copy of their registration to verify their status. Guests that have pre-registered are identified in the PMS along with the ability the view/download the digital registration card. Digital registration doesn’t check the guest in, therefore allowing the hotel greater flexibility to make further amendments to the reservation if required, prior to check in.

Guest Balance View

Prior to departure, the balance of the stay will be available for guests to review. Customers with GuestPay enabled, can also offer their guests the option to pay their balance online. Paying the bill in this way will not check the guest out of the room, allowing the hotel to perform further checks and amendments as required. If the guest requires a copy of the bill this will need to be issued by the hotel.

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Service-specific Descriptions

Service Specific Terms

These are the ‘Service Specific Terms’ (including the ‘Partner Terms’ in Part B) referred to in the Subscription Agreement and/or Order Form between the Subscriber and Guestline.

Any defined terms in these Service Specific Terms will have the same meanings as defined in the Subscription Agreement and/or Order Form (as applicable), unless otherwise expressly stated in these Service Specific Terms.

Part A: Service Specific Terms

1 Guestline Distribution

1.1 Where Guestline Distribution Services are subject to a minimum Transaction Fee this is applied on a monthly basis and any unused allowance may not be rolled over into any subsequent month or other period.

1.2 Guestline Distribution is not a management or representation service, and it is the responsibility of the Subscriber to ensure that all setups are correct within the system and to maintain and check these parameters on an ongoing basis.

2 EPOS

2.1 The sale of Physical Products is subject to Guestline’s Sale Conditions which are in force at the date of order.

2.2 The Subscriber must provide Guestline with advance written notice of its intention to sell or dispose of the any EPOS equipment in order that Guestline can arrange to de-install/de-activate Guestline’s Installed Software (see the General Terms for further details).

2.3 It is the Subscriber’s sole responsibility to ensure that the back-ups provided for Guestline POS databases are replicated to a different location(s). Guestline is unable to manage the back-up replication and storage in alternate locations, for any database, as it is run on third party operating systems not owned or provided by Guestline. The foregoing does not apply to subscriptions for Newbridge EPOS.

3 Payment Gateway

3.1 The Subscriber is solely responsible for the correct submission of the PCI/DSS Attestation of Compliance (‘AOC’). Where Guestline (in its sole discretion) provides assistance to the Subscriber with the aim of enabling the Subscriber to meet the compliance requirements, the Subscriber acknowledges and agrees that Guestline will not be liable in any way as a result of providing that assistance.

3.2 The Subscriber is responsible for all charges and fees levied by the acquiring bank in connection with the provision of merchant accounts.

3.3 Whilst a payment gateway allows merchants to accept credit and debit card payments by connecting payment processors (i.e. the service charging the card) and merchant account providers (i.e. the service providing your payment systems) through a secure encrypted channel, the service provided by the payment gateway does not include the settlement of payment transactions (ie ‘merchant acquiring services’). The Subscriber must contract with a payment acquirer in order to receive merchant acquiring services directly from that payment acquirer.

4 Integrations

4.1 Guestline may from time to time offer application programming interfaces or alternative interfaces that enable the Subscriber or third parties to have limited access to Guestline’s systems (each a “Guestline API”) in order for the Subscriber to benefit from additional services. Guestline provides both direct and indirect integration interfaces which can utilise the services of third parties.

4.2 A direct integration is where Guestline provides (via a Guestline API) and resells a third party integrated service to the Subscriber under this Agreement and Guestline charges ‘Subscription Fees’ directly for the provision of the third party integrated service (“Direct Integration”).

4.3 An indirect third party integration comprises solely of Guestline providing a Guestline API connection between Guestline’s Services and the services of an integrated third party (“Indirect Integration”). The Subscriber contracts directly with the third party provider of the integration (“Integration Provider”) for the actual provision of the integrated services (“Integrated Services”) and is charged any associated service fees for the provision of the Integrated Services directly by the Integration Provider.

4.4 Where Guestline provides an Indirect Integration (regardless of whether Guestline may have suggested or recommended the use of the Integrated Services) the services provided by Guestline consist only of the provision of the Indirect Integration to enable the provision of, access to, or exchange of data with Guestline’s systems (“Interface Connection Services”). Guestline has no control over, and will not be liable in any way for, Integrated Services themselves (including in respect of any data or information provided to Guestline by the Integrated Services).

4.5 The Subscriber acknowledges that, due to technical limitations, the Integration Provider may have access to more of the Subscriber’s data than is necessary to provide the Integrated Services.

4.6 Guestline cannot guarantee the continued availability of Guestline APIs and Interface Connection Services, and may cease to provide them at its sole discretion at any time without notice to the Subscriber, including where an Integration Provider no longer makes its service available for interoperation in a manner acceptable to Guestline.

4.7 Where Guestline provides Interface Connection Services without a specific charge to the Subscriber, Guestline will not be liable in any way in connection with those Interface Connection Services (which are performed in such cases by Guestline on an ‘as is’ basis).

4.8 Guestline is under no obligation to develop, re-configure or modify its services or related systems or any Guestline API in order to continue to benefit from, or provide, any Integrated Service (including in circumstances where the Integration Provider has modified or updated their technology, interface connection or API parameters for their service) and Guestline will not be liable in connection with any failure of, or delay to, the Services (including Interface Connection Services) as a result of any such modification or updating by the third party.

4.9 For the avoidance of doubt, Guestline is not obliged to provide support to the Subscriber for third party services provided via Indirect Integrations and the Subscriber must contact the relevant third party directly for support. Where Guestline does provide the Subscriber with assistance in connection with Indirect Integrations Guestline does so in its sole discretion and it will not be liable in any way for providing that assistance.

4.10 Guestline will only disconnect its service for an Indirect Integration on receiving a termination notice directly from the Subscriber in accordance with the provisions of the Subscriber’s agreement with Guestline and will not disconnect the relevant Interface Connection Service where the Subscriber has only given notice of termination to the Integration Provider. Any relevant Fees for that connection will still be payable to Guestline until Guestline itself receives a termination notice from the Subscriber in accordance with provisions of the Subscription Agreement and/or Order Form (as applicable), even if the Integration Provider stops providing its Integrated Service to the Subscriber.

5 Channels

5.1 For the purposes of these Specific Terms a “Channel” means a service that enables consumers and guests to search and make reservations for hotels, bed and breakfast, guesthouse, self-catering apartments and/or other accommodation through online platforms for example Online Travel Agents (OTA).

5.2 Connections to Channels are all Indirect Integrations, and as such the Subscriber must always enter into a separate contract directly with the Channel in order to sign up to that Channel’s platform/services.

5.3 Connections to Channels may be de-activated/disconnected by the Subscriber at any time by notice to Guestline.

Part B - Partner Terms

GBG/Loqate ‘Address Look Up’

The following terms in this section (“ALU Terms”) apply to the provision and use of GBG’s ‘Address Look Up’ services.
For the purposes of these ALU Terms:

“GBG” or “Loqate” means GB Group plc of The Foundation, Herons Way, Chester Business Park, Chester, CH4 9GB registered in England No 2415211.
“Additional Terms” means the special terms and conditions relating to particular datasets and/or aspects of the ALU Service as updated from time to time which are available at www.gbgplc.com/en/legal-and-regulatory/additional-terms/captureplus/
“Reseller” means Guestline.
“End User” means the Subscriber.
“End User Data” any data belonging to an End User (which may include Personal Data) provided to Loqate by or on behalf of the End User for processing.
“ALU Service” means the GBG|Loqate service or product from GBG, together with any support services and any other ancillary services, provided by GBG to the Reseller for the benefit of and/or use by the End User.
“Privacy and Data Protection Requirements” means all applicable laws and regulations relating to the processing of personal data and privacy in any relevant jurisdiction, including, if relevant, the GDPR, the LED the Regulation of Investigatory Powers Act 2000, the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 (SI 2000/2699) and the Privacy and Electronic Communication Regulations 2003, any amendment, consolidation or re-enactment thereof, any legislation of equivalent purpose or effect enacted in the United Kingdom, and any orders, guidelines and instructions issued under any of the above by relevant national authorities, a judicial authority in England and Wales or a European Union judicial authority.
“Output Material” means all information and/or End User Data provided to an End User as a result of using the ALU Service including the results of any enquiry or search, reports, certificates or management information relating to the End User’s use of the ALU Service.

1. USE OF THE ALU SERVICE

1.1. The End User must not use the ALU Service for the purposes of verifying the identity of data subjects where the End User does not have the relevant permission or consent from the data subject in accordance with the Privacy and Data Protection Requirements.

1.2. The ALU Service is protected by intellectual property rights. The End User must not do any of the following or permit anyone else to do any of the following:
(a) copy, store, adapt, modify, transmit or distribute the ALU Service except to authorised users or permit anyone else to do the same;
(b) sell, transfer, sub-licence, distribute, commercially exploit or otherwise make available the ALU Service to, or use it for the benefit of any third party.

1.3. The End User shall be responsible for the creation, maintenance and design of all End User Data.

1.4. The End User shall not use the ALU Service in any way that is unlawful, illegal, fraudulent or harmful and must not use the ALU Service in connection with any unlawful, illegal, fraudulent or harmful purpose or activity.

1.5. The End User warrants that it shall comply with all applicable legislation, instructions and guidelines issued by regulatory authorities, relevant licences and any other codes of practice which apply to the End User and its use of the ALU Service.

1.6. The End User is responsible for the acts and omissions of all authorised users of the ALU Service and is liable for any failure by an authorised user to perform or observe the terms and conditions of these ALU Terms.

1.7. GBG shall not be responsible for the decisions that the End User makes as a result of the Output Material.

2. END USER OBLIGATIONS

2.1. The End User shall comply with these ALU Terms and all relevant Additional Terms.

2.2. The End User shall only access the ALU Service as permitted by GBG and shall not attempt at any time to circumvent system security or access the source software or compiled code.

3. INTELLECTUAL PROPERTY RIGHTS

3.1. The End User acknowledges that all intellectual property rights in the ALU Service and the Output Materials belong and shall continue to belong to GBG and/or GBG’s third party suppliers. GBG grants a non-exclusive, non-transferable licence for End Users to access the Output Material in accordance with these ALU Terms.

3.2. GBG acknowledges all intellectual property rights in the End User Data shall belong and shall continue to belong to the Reseller and/or the End User (as applicable). The End User procures the grant of a non-transferable, non-exclusive, royalty free licence to use, disclose and copy the End User Data to enable GBG to provide the ALU Service and carry out its obligations under these ALU Terms.

3.3. If any third party makes or threatens to make a claim against GBG, the Reseller, the End User or one of GBG’s third party suppliers that the use of the ALU Service and/or Output Material or part thereof infringes any third party’s intellectual property rights, GBG shall be entitled to do one or more of the following:
(a) suspend any part of the ALU Service that is subject to the infringement claim made by the third party;
(b) modify the ALU Service, or item provided as part of the ALU Service, so as to avoid any alleged infringement, provided that the modification does not materially affect the performance of the ALU Service; or
(c) terminate the ALU Service upon written notice to the Reseller.

3.4. The End User warrants that:
(a) it will not use or exploit the intellectual property rights in the ALU Service or Output Material or permit others to use or exploit the intellectual property rights in the ALU Service or Output Material outside of the terms of the licence granted in these ALU Terms;
(b) the use of the ALU Service by the End User through any software, equipment, materials or services not provided by GBG will not infringe the rights of any third party;
(c) GBG’s compliance with any designs or specifications provided by the End User will not infringe the rights of any third party; and
(d) the use by GBG of the End User Data through the provision of the ALU Service in accordance with the End Users’ instructions and in accordance with these ULA Terms, will not infringe any third party's intellectual property rights.

TRUST PAYMENTS - PAYMENT GATEWAY TERMS AND CONDITIONS

The following terms and conditions apply to the provision of Trust Payment’s payment gateway.
For the avoidance of doubt, nothing in these terms and conditions will be taken to mean or imply that the Guestline provides merchant acquiring services.
For the purposes of these terms and conditions, “We” and “Us” means Trust Payments (UK) Limited, and this/the “Agreement” will means the terms and conditions in this ‘Trust Payments – Payment Gateway’ section.

1 OUR SERVICES

1.1 Service description, standards and licence. We will provide you with the Services for the processing of Payment Transactions related to the sale of goods and/or services by you to your Customers. You agree that in us providing the Services:
1.1.1 the Services will be provided from the Go Live Date;
1.1.2 we act as service provider on your behalf (i) to enable you to enter Payment Transactions with your Customers; and (ii) for the purposes of processing Authorisation Requests and you waive any claim against us, whether for the performance and/or non-performance of any Payment Transaction entered into as a consequence of our acceptance of an Authorisation;
1.1.3 any dates provided by us for the provision of the Services are approximate only. We are not liable for any delay in the completion of delivery of any Services howsoever caused;
1.1.4 that we will provide the Services in accordance with the terms of the Agreement, in compliance with applicable Laws and the Card & Payment Scheme Rules;
1.1.5 we are responsible for the security of the data related to the Payment Instrument that we hold to otherwise store, process or transmit on your behalf; and
1.1.6 we grant you a limited, personal, revocable, non-exclusive, non- transferable, non-sub-licensable licence to use and access the Services, solely for the purposes of, and in accordance with, this Agreement.

1.2 Other Service functionality and Additional Services. We may from time to time, offer other Service functionality or Additional Services which (if accepted by you), are also subject to the terms of the Agreement and any other terms and conditions made known to you at the relevant time.

1.3 Suitability. Notwithstanding this clause 1, we do not make any representations express or implied to you about the suitability of the Services and/or Additional Services.

2 USING THE SERVICES

2.1 Your use of the Services. The Services are deemed accepted by you upon your usage of any or all of the Services. You agree at all times to comply with the Agreement, perform your obligations under the Agreement (at your own expense) in a competent and business-like manner and to comply with all Laws.

2.2 The importance of the information you provide us. We agree to provide you the Services based on the information you supply us, including the description of products and services that you sell and any address, premises, websites or online applications you use to trade. You warrant that any information you provide to us is accurate, complete and up-to-date at all times. We will not be liable to you in any way for any delays, inability to receive Services or any other consequences arising directly or indirectly out of your failure to provide complete, accurate or up-to-date information at any time. Our registration of you as a merchant to use the Services is expressly and strictly dependent upon this information together, with your warranty that you will only use the Services in the course of your own business, trade or professions and not as a consumer.

2.3 Changes to the information you supplied us. If any information you provide changes (including, information related to your business model and/or the goods and/or services you sell), you must notify us immediately, so your information is always accurate, up to date, and complete. In particular, you must not use the Services for any goods and/or service that you have not agreed in writing with us as acceptable to receive the Services in relation to, nor trade from any other premises, websites or online applications without seeking our prior written consent. Any consent we provide related to the sale of goods and/or services you trade in, shall in no way constitute any advice, opinion nor endorsement by us as to the legality (or otherwise compliance with Laws) of your trade in such goods and/or services or use of the Services for that purpose.

2.4 Your systems. You agree you are responsible, at your own cost, for the preparation and provision of all your systems and/or other goods/services required to use the Services, including that such systems:
2.4.1 properly collect and deliver to us the Transaction Data in the form requested (we communicate to you, from time to time);
2.4.2 use the Software in accordance with this Agreement, without alteration, modification or adaption to integrate your website with our servers and the Interface, so as not to affect or in any way prejudice the functionality of the Software or the use of our Services by our other clients or customers; and
2.4.3 do not store credit or debit card details on any server maintained by either you or any third party without first undergoing a security audit carried out by a third party security auditor approved by us in writing. Any and all costs for such audit will be borne by you. You will hold all forms of Customer data securely. We shall not be responsible for the security of your systems.

2.5 Transaction Data. You acknowledge and agree that the collation and accuracy of any Transaction Data submitted to us is your exclusive responsibility and that we act solely on your behalf in seeking Authorisation from the relevant Acquirer of the relevant Card & Payment Scheme and/or Payment Instrument issuer.

2.6 Compliance with Laws and Card & Payment Scheme Rules. You agree you are solely responsible for carrying out your business operations and, performing any and all sale transactions you enter into with your Customers, in compliance with all applicable Laws and Card & Payment Scheme Rules. You agree not to use the Services in any way whatsoever which may constitute a violation of any Laws or Card & Payment Scheme Rules or which, may cause us directly or indirectly to be subject to any investigation, prosecution or legal action of any kind.

2.7 Payment Services Regulations 2017 (PSR). You agree that the provisions detailed in Part 6 PSR (Information Requirements for Payment Services) do not apply to these terms and conditions or are varied as detailed in these terms and conditions.

2.8 Responsibility for carrying out sales transactions with your Customers. You agree to (i) perform any sales transaction you enter into with your Customers (including matters such as delivery of goods (whether physical or digital) and/or the provision of services that are part of the sales transaction) and (ii) provide any and all customer support services to your Customers relating to the sale of your goods and/or services. You must provide your Customers with your customer service and complaints contact details. In performing customer service, you agree to always represent yourself and your business operations as an independent separate entity and operation from us. We are not responsible for any goods and/or services offered or sold by you.

2.9 Protecting our reputation and goodwill. You agree not to do nor omit anything to be done which may reasonably be considered likely to adversely impact our business, goodwill, reputation and/or branding.

2.10 Suspension or termination of Services. We reserve the right to suspend or terminate your use of the Services, without liability, in accordance with clause 9 if you are in breach (or we consider (acting reasonably) that you are breach) of any provision of the Agreement including, the provision of false, incomplete or inaccurate information submitted on the Application Form or any misuse of the Services. We may also suspend Services without liability if: there is an attack on the Services; or the Services are accessed by or manipulated by a third party without our consent; or we are required by law to suspend the Services or your access to the Services; or there is another event for which we reasonably believe that suspension of the Services is necessary to protect our network, system, the Services or our other customers; or as a result of excessive or anticipated excessive Chargebacks and/or refunds; or pending a dispute; or there has been unauthorised or suspected fraudulent or otherwise suspicious activity related to your use of the Services; or whilst we are conducting anti-money laundering or similar checks on you, until those checks are resolved. In each case we will use reasonable endeavours to give you advance notice of a suspension under this clause, unless we determine in our reasonable commercial judgement that an immediate suspension is necessary to protect us or our customers from imminent and significant operational or security risk or if to do so would be unlawful or we have grounds to suspect fraudulent or any other form of criminal use of the Services. If your systems or Services are compromised, you must address the vulnerability and demonstrate to our satisfaction that you have appropriately addressed and / or fixed such vulnerability prior to us resuming your access to the Services. Reconnection of Services where suspended is entirely at our sole discretion. A reconnection fee will be payable where suspension is the result of your act or omission.

2.11 Service maintenance. From time to time the Services in whole or in part may be closed down for routine repair or maintenance work. Unless there is a Service Interruption, we will give reasonable notice of any scheduled Service maintenance and repairs and will as far as is practical, endeavour to carry out such maintenance and repairs during scheduled periods with as little disruption as possible.

3 PAYMENT TRANSACTION PROCEEDS

3.1 Settlement Proceeds. The Acquirer is responsible for payment of the Settlement Proceeds to you in accordance with your Merchant Account Agreement.

3.2 Refunds. All Refunds will be processed by you. In the event you are unable to process Refunds and would like us to manage this process on your behalf, we will levy a fee as agreed.

3.3 Chargebacks. We have no responsibility for any Chargebacks. You will deal with any and all Chargebacks directly with the relevant Acquirer. Unless agreed otherwise, you shall within 14 days of request provide us, with details of any and all Chargebacks so that we can record such Chargebacks.

4 PAYMENT

4.1 Reconnection Fee. A reconnection fee shall be chargeable to resume provision of the Services payable where suspension is the result of your act or omission.

4.2 Late payment interest. All overdue and unpaid amounts due to us under the Agreement, will bear interest at the rate of 3% above the base rate of the Bank of England from time to time (accruing daily), from the date such amounts are due and until they are paid (whether before or after judgment). Details of The Bank of England Base rate are accessible via: www.bankofengland.co.uk.

4.3 VAT and taxes. All sums due under the Agreement are exclusive of VAT. Any VAT properly chargeable shall be payable in addition to such sums at the relevant rate, from time to time. You agree to pay and be responsible for determining any and all taxes and/or duties assessed, incurred, or required to be collected, paid or withheld for any reason in connection with the sale or purchase of any products or services related to a Payment Transaction, or otherwise in connection with any action, inaction, omission by you or any Affiliate of yours, or any of your or their respective employees, agents, contractors, or representatives (“Taxes”). You are also responsible for collecting, withholding, reporting and remitting correct Taxes to the appropriate tax authority. We and our Affiliates are not obligated to determine whether Taxes apply to you and are not responsible for calculating, collecting, reporting or remitting on your behalf any Taxes to any tax authority arising from any Payment Transaction.

4.4 No set-off. All amounts due under the Agreement by you will be paid to us in full, without any right of set-off or deduction.

4.5 Third party fees. When using the Services, you are responsible for any fees, costs, expenses or other charges that may be levied by your third-party suppliers (which may include for example, telecommunication carriers that levy fees related to data and messaging services). Although you may have agreed with a third party supplier that we may collect fees levied on you by the third party supplier, you agree that we are not responsible, nor liable, for those fees or liabilities.

5 SOFTWARE LICENCE

5.1 Software licence grant. We grant to you a limited, personal, revocable, non-exclusive, non-transferable, non-sub-licensable licence to use the Software for the duration of the Agreement, upon the terms and conditions set out in this clause 5. The licence granted hereunder is deemed to incorporate and include all Software which is supplied by us to you. This clause 5 is without prejudice to our right to charge you for the supply of any bespoke software.

5.2 Licence restrictions. The licence granted is subject to the following restrictions:
5.2.1 the Software will be used by you solely for the purposes of, and in accordance with the Agreement and only in relation to your use of the Services with your website;
5.2.2 you will not assign, sub-licence, charge or otherwise dispose of or grant rights over the licence and/or the Software and will not attempt to do any such thing without our prior written consent;
5.2.3 you will not use the Software for any business purpose other than as notified to us and agreed by us;
5.2.4 you will not modify, alter or, in any way interfere with the Software or merge the Software with other data, programs or systems save, that you will be permitted to make the Configuration Changes; and
5.2.5 we reserve the right at any time, without notice to you, to make any improvements, substitutions or modifications in the specification of any element or part of the Software.
5.2.6 Except to the extent expressly permitted under this Agreement:
(a) attempt to copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, display, transmit, or distribute all or any portion of the Software and/or Services(as applicable) in any form or media or by any means; or,
(b) attempt to reverse compile, disassemble, reverse engineer or otherwise reduce to human-perceivable form all or any part of the Software; or
(c) access all or any part of the Services or Software in order to build a product or service which competes with the Services; or
(d) use the Service or Software to provide services to third parties; or
(e) license, sell, rent, lease, transfer, assign, distribute, display, disclose, or otherwise commercially exploit, or otherwise make the Services or Software available to any third party except your Customers, or
(f) attempt to obtain, or assist third parties in obtaining, access to the Services and/or Software, other than as provided under this Agreement;
5.2.7 The rights provided under this clause 5 are granted to you only, and shall not be considered granted to any subsidiary or holding company of the business named on the Application Form.

5.3 Unauthorised use. You shall use all reasonable endeavours to prevent any unauthorised access or use of the Services or Software. If any unauthorised use is made of the Software (or any part thereof) and, such use is directly or indirectly caused by an act or omission on your part, then without prejudice to our rights and remedies:
5.3.1 you are immediately liable to pay us an amount equal to the charges which, would have been due had we authorised the grant of a licence to or for such unauthorised use at the beginning of the period of such unauthorised use together with interest at the rate set out in clause 4.2 from the date of such unauthorised use to the date of payment; and
5.3.2 we may suspend or terminate this Agreement with immediate effect.
5.3.3 we will not be liable for any loss that you or any other party may incur as a result of any unauthorised access or use of the Software or Services.
5.3.4 Third Party Software. We shall provide any third-party software to you under the standard licence terms provided by the relevant third parties, copies of which shall be provided to you, and you agree to be bound to the relevant third parties by such licence terms. We are not responsible for any third party software’s features, function or failures, or otherwise for any use you may make of, or arising in respect to, third party software. All third- party software is provided to you “as is”.

6 LIMITATION OF LIABILITY

6.1 Liability excluded. We are not liable for any failure or delay in performing our obligations under this Agreement if such failure or delay is caused by your acts, omissions, or results from acts taken by us in good faith to comply with or to avoid violating a Law, or Card & Payment Scheme Rule or, caused by circumstances outside our control.

6.2 Network Boundary Points. You understand and agree that we have no control over or, responsibility for the quality of the Service obtainable through any networks or services beyond the Network Boundary Points and accordingly, any liability in respect of the same whatsoever is excluded.

6.3 Survival of term. This clause 6 survives termination of this Agreement.

7 INDEMNITY

7.1 Your indemnification of us. You agree and undertake to fully indemnify and keep us indemnified from and against all losses, actions, costs, claims, demands and proceedings and all expenses including reasonable legal expenses incurred by us arising directly or indirectly from or relating to (i) any transaction between you and your Customer (and any legal action arising in connection with such transaction) (ii) your breach and/or non- observance of any of the terms of this Agreement, and/or (iii) your breach of any procedures and instructions resulting in additional work for us.

8 SERVICE INTERRUPTION

8.1 If any Service Interruption results from:
8.1.1 your negligent act, omission or default;
8.1.2 your breach of the Agreement;
8.1.3 the operation failure or malfunction of any software, hardware or network equipment not provided by us or on our behalf and/or under lease or controlled by you;
8.1.4 any modifications made to the Services or Software other than made by us or on our behalf including in respect to any Configuration Changes;
8.1.5 your use of any third party service providers, hardware, or software;
8.1.6 any third-party action in response to your act or omission or any person given access to the Services by you;
8.1.7 failure to provide services to you by any third party; and/or
8.1.8 any failure due to communication protocols not cause by our act or omission; then we may recover in advance from you, all reasonable costs incurred by us or, on our behalf in connection with the remedy of such Service Interruption.

9 TERMINATION

9.1 Without prejudice to any rights or remedies accrued under the Agreement or at Law, we may at any time terminate the Agreement with immediate effect by giving written notice if:
9.1.1 you commit a material breach of any term of the Agreement and (if such breach is remediable) fail to remedy that breach within a period of 30 days after being notified in writing to do so;
9.1.2 you repeatedly breach any terms of the Agreement in such a manner as to reasonably justify the opinion that its conduct is inconsistent with it having the intention or ability to give effect to the terms of the Agreement;
9.1.3 you are subject to a bankruptcy, insolvency or winding up or are unable to pay your debts as and when due, has a receiver or administrator appointed (or is going to) or is subject to another similar event; and/or
9.1.4 as a result of Laws, Card & Payment Scheme Rules, or any change in or any introduction thereof (or a change in the interpretation or application thereof) it is unlawful or contrary to any such Laws, Card & Payment Scheme Rules, for either us or you to perform or give effect to any of its obligations hereunder and, such obligation cannot be readily severed from the Agreement.

9.2 We may terminate the Agreement with immediate effect if (i) any Acquirer declines to offer or, continue to provide you with services for any reason whatsoever (including if your Merchant ID No. is withdrawn for any reason whatsoever), or (ii) you use or are likely to use the Services to support a business which is contrary to any applicable Laws or prohibited under the Card & Payment Scheme Rules or is considered likely to harm (or harms) our brand and/or reputation.

9.3 Consequences of termination. Any termination of this Agreement, ,(howsoever caused) will not affect any accrued rights or liabilities of either party nor, will it affect the coming into force or, the continuance in force of any provision which is expressly or by implication, intended to come into or continue in force on or after such termination. In respect of the period if any, between the date that notice of termination is given and the effective date of termination (“the Termination Date”) the following provisions will have effect:
9.3.1 we will continue to provide the Services until the Termination Date;
9.3.2 on the Termination Date, we will cease to provide the Services;
9.3.3 you will pay all sums and amounts due to us in accordance with the terms of the Agreement up to and including, the Termination Date; and
9.3.4 immediately following the Termination Date, you will remove and delete the Software and all its components from your systems and return any items of hardware and any confidential information or other information relating to our Services, to us.

10 INTELLECTUAL PROPERTY

10.1 Our Intellectual Property Rights. You may only use our Intellectual Property Rights in accordance with the Agreement and, our written instructions from time to time. The Agreement does not assign any of our Intellectual Property Rights existing as at the Effective Date, nor does it assign any Intellectual Property Rights which are created or developed by or, on our behalf during the term of the Agreement or otherwise.

11 CONFIDENTIALITY

11.1 Each party will keep confidential and, will not disclose to any person any information, whether in written or any other form, disclosed to it ("receiving party") by or on behalf of the other party ("disclosing party") in the course of the discussions leading up to, or the entering into or, performance of this Agreement and which, is identified as confidential or proprietary or is clearly by its nature confidential or proprietary (“Confidential Information”) except insofar as the Confidential Information (i) is required by a person employed or engaged by the receiving party in connection with the proper performance of the Agreement, or (ii) is required to be disclosed by Law, provided that the party disclosing the information notifies the other party, of the information to be disclosed as early as reasonably possible before such disclosure must be made and will take all reasonable action to avoid and limit such disclosure.

11.2 Without limiting the foregoing, Confidential Information includes information relating to Customers and their Payment Transactions (including where appropriate, any ‘hot card file information’) and our business, the Card & Payment Schemes and the Card & Payment Scheme Rules.

11.3 Any disclosure of Confidential Information permitted under this Agreement will be in confidence, will only be to the extent that any persons to whom the information is disclosed need to know for the performance of their duties in accordance with this Agreement and the receiving party is obliged to procure that all such persons are aware of the obligation of confidentiality and undertake to comply with it.

11.4 Each party undertakes to use the Confidential Information disclosed to it solely in connection with the performance of this Agreement and not otherwise for its own benefit or the benefit of any third party.

11.5 Confidential Information does not include information which (i) is or becomes publicly available otherwise than through a direct or indirect breach of this Agreement, or (ii) is or becomes available to the receiving party otherwise than pursuant to this Agreement and free of any restriction as to its use or disclosure.

11.6 Notwithstanding the above, nothing in this Agreement prevents us from utilising your information (including your Confidential Information) for the purposes of carrying out the Services as required, to liaise with the Card & Payment Schemes or any other financial or credit institutions.

11.7 Without prejudice to any other rights or remedies that the disclosing party may have, the receiving party acknowledges and agrees that if the Confidential Information is used or disclosed other than in accordance with the terms of the Agreement, the disclosing party is, without proof of special damage, entitled to seek an injunction, specific performance or other equitable relief for any threatened or actual breach of the provisions of this clause 11, in addition to any damages or other remedy to which it may be entitled.

12 NOTICES

12.1 Any notice or other communication required to be given under this Agreement must be given by email or post to the other party at its address as notified to the other for the purposes of our Agreement. You agree to maintain a valid email address and access to the internet to receive notices. Any notice sent by email will be deemed received one (1) hour after being sent, or if sent after 5pm, at 9am the next Business Day (provided that an undeliverable receipt has not been returned to the sender by this time). Any notice so sent by post will unless the contrary is proved, be deemed served at the expiry of three (3) Business Days after it is posted.

13 OTHER IMPORTANT TERMS

13.1 Interpretation. Use of the word “including” also includes the words “without limitation” immediately following the word “including”. Any phrase introduced by the words ‘including’, ‘includes’, ‘in particular’ or ‘for example’ or similar will be construed as illustrative and does not limit the generality of the related general words.. Words in the singular include the plural and vice versa. Reference to a specific law is a reference to it as it is in force for the time being taking into account any amendment, extension, application or re-enactment and includes any subordinate legislation in force made under it. Headings are included for convenience only. References to clauses are, unless otherwise stated, references to the clauses in these terms and conditions.

13.2 Severability. If any court or competent authority finds any provision of the Agreement (or part of any provision) invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of other provisions of the Agreement will not be affected. If any invalid, unenforceable or illegal provision of the Agreement would be valid, enforceable and legal if some part of it were deleted, the parties will negotiate in good faith to amend such provision such that, as amended, it is legal, valid and enforceable, and, to the greatest extent possible, achieves the parties' original commercial intention.

13.3 Third party rights. Except for any of our Affiliates, a person who is not a party to the Agreement has no right under the Contract (Rights of Third Parties) Act 1999 (“Act”) to enforce any term or condition of the Agreement.

13.4 Our use of third parties. We may contract or engage with other goods and/or service providers with respect to providing you the Services. Any use by you of third parties in respect to your use of or receipt of Services must be approved by us in writing in advance. We are not liable for any inability for you to use our Services, or any resulting liability, arising from your use of any third party software or services whether approved by us or otherwise.

13.5 No waiver. No failure or delay by a party to exercise any right or remedy provided under the Agreement or at Law, will constitute a waiver of that or any other right or remedy, nor will it preclude or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy precludes or restricts the further exercise of that or any other right or remedy.

13.6 Remedies are cumulative. Except as expressly provided, the rights and remedies provided under the Agreement are in addition to, and not exclusive of, any rights or remedies provided at Law.

13.7 Assignment and sub-contracting. You may not (either in whole or in part) assign, novate, sub-contract, sub-licence or otherwise transfer or dispose of any of your rights and/or obligations under the Agreement, without our prior written consent. We may at any time assign, transfer, mortgage, charge or deal in any other manner with any or all of our rights and/or obligations under the Agreement.

13.8 Entire agreement. The Agreement and any other documents referred to herein constitute the whole agreement between the parties and supersedes any previous arrangement, understanding or agreement between them relating to the subject matter of this Agreement. Each party acknowledges that, in entering into this Agreement it does not rely on any statement, representation, assurance or warranty (“Representation”) of any person (whether a party to the Agreement or not) other than as expressly set out in the Agreement. Each party agrees that the only rights and remedies available to it arising out of or in connection with a Representation will be for breach of contract.

13.9 No agency etc. Nothing in the Agreement is intended to, or will be deemed to, establish any partnership, agency, fiduciary duty, joint venture or any other form of legal association between the parties. The parties are independent contractors for all purposes.

13.10 Publicity and announcements. You may not refer to us, the subject matter of the Agreement or the Agreement in any publicity or advertising material without first obtaining our prior written consent. We may refer to you, the subject matter of the Agreement or the Agreement in any publicity or advertising material in whatsoever form (including our website).

13.11 Joint and several liability. If you comprise more than one (1) person (e.g. a partnership) each legal person has joint and several liability under the Agreement. Each legal person will be individually responsible for any amounts owed to us under the Agreement.

13.12 Non-exclusivity. All Services provided by us are provided on a non- exclusive basis. You are not restricted from entering into an agreement with another payment service provider to receive services of a similar nature to the Services. We shall accept payment transactions from other persons (whether they be merchants or payment service providers themselves).

13.13 Your co-operation. At any time during the Agreement, you agree, at our request, to execute or procure the execution of such documents and do or procure the doing of such acts and things as we may reasonably require for the purposes of giving effect to all the provisions of the Agreement. This includes you agreeing to do all things reasonably necessary to confirm the ownership of our, our Affiliates, any Card & Payment Scheme and/or authorised licensor’s Intellectual Property Rights including executing documents and taking other reasonable actions to perfect ownership.

14 CHANGING TERMS OF THIS AGREEMENT

14.1 Right to amend. We may vary this Agreement where required by Law or Card & Payment Scheme Rules. Such changes will be deemed automatically amended to such Law or Card & Payment Scheme Rules.

15 GOVERNING LAW AND JURISDICTION

This Agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales and will be subject to the exclusive jurisdiction of the English courts, to which jurisdiction the parties hereby irrevocably submit.

16 DEFINED TERMS EXPLAINED

Acquirer the bank, or the provider of bank processing services on behalf of the Acquirer, with which you have or intend to have, a Merchant Account Agreement and Merchant ID No. (i.e. a unique identification number allocated to you by your Acquirer for the purposes of accepting payments over the internet).

Additional Services any services provided by us to you in addition to the Services, including but not limited to, service information, help content, bug fixes, maintenance releases, modifications, amendments and/or upgrades to the existing Services. Additional Services will be chargeable at our standard rates then in force at the time you make use of such Additional Services or as agreed in writing between the parties.

Affiliate in relation to a party, that party and any subsidiary or holding company or anybody corporate with an immediate or ultimate holding company in common with that party where "subsidiary" and "holding company" will have the meaning as set out in Section 1159 of the Companies Act 2006.

Agreement these terms and conditions and the Application Form, and any documents referred to herein including, any technical documents issued by us to you in each case that are generally applicable to uses of the Services and required by applicable Laws and the Card & Payment Scheme Rules and in each case, as may be amended from time to time in accordance with this Agreement.

Application Form the application form completed by you prior to any Services being provided.

Authorisation with respect to each Payment Transaction, the process whereby we obtain from the relevant Payment Instrument issuer, Payment Account issuer and/or Card & Payment Scheme, confirmation that the applicable Customer’s Payment Instrument or Payment Account (as the case may be) has not been reported lost or stolen and there are sufficient funds available for the Payment Transaction.

Authorisation Request an electronic or paper request of an Authorisation for a Payment Transaction generated at the point of sale evidencing the purchase/Refund of goods and/or other payment-related services by a Customer from you.

Business Day a day between Monday and Friday on which banks are open for normal banking business in London excluding Saturday, Sunday and public holidays.

Card & Payment Schemes the Visa, MasterCard and other payment schemes, alternative payment providers, associations or organisations highlighted in the Application Form (and as may be agreed by the parties in writing from time to time as applying to your use of the Services and any other card or payment scheme, alternative payment providers, association or organisation as agreed by the parties in writing from time to time (including their Affiliates and successors).

Card & all current and future rules, by-laws, guidance, Payment regulations, directions issued by the Card & Payment Schemes Schemes.
Rules

Chargebacks a Payment Transaction that is invalid or otherwise disputed, notwithstanding that an Authorisation may have been previously provided.

Configuration Changes the changes which you are permitted to make to the Software for the purposes of configuring the Software to function correctly with your website.

Customer any of your customers involved in Payment Transactions for goods and/or services through your website.

eCommerce Solution means the Services and Software that we make available to you for the purposes of processing Virtual Transactions.

Go Live Date the date when your website is enabled for payment processing by our support department and from which date you are able to access the Services to conduct live Payment Transactions through our Payment Gateway Network.

Intellectual Property Rights patents copyright (including copyright in source code, object code, developer tools, data, materials, content and printed and electronic specifications, integrations guides, procedures manuals and related documentation) design rights, trademarks, service marks, trade secrets, know-how, business names, trade names, database rights and other rights in the nature of intellectual property rights (whether registered or not) and all applications for the same which may now, or in the future, subsist anywhere in the world, including the right to sue for and recover damages for past infringements

Interface the Software interface, which can be downloaded from our website, which we may amend from time to time. The purpose of such interface being the linking of our Service to your website in order to facilitate the processing of Payment Transactions.

Laws all laws and regulations (including regulations, rules and/or guidance of any governmental or regulatory that are applicable to a party to this Agreement, in each case, currently in force in any jurisdiction, but excluding Card & Payment Scheme Rules.

Merchant Account Agreement authority) the contract between you and your Acquirer for the provision of your online bank account

Network Boundary Points the points at which an IP Data Packet (i.e. the unit of data sent across a computer network) passes from equipment wholly managed by us or on our behalf to, or from, equipment not so managed.

Payment Account the payment account held in the name of a Customer (or who is otherwise authorised to use the payment account).

Payment Instrument the device (such as a credit or debit card) held in the name of a Customer (or who is otherwise authorised to use the device) or set of agreed procedures that permit the Customer to send payment orders.

Payment Gateway Network the hardware, software and telecommunications tools necessary to perform protocol conversion between different networks or applications and, all associated software required (in each case as owned and operated by us) to allow you to submit authorisation and data capture transactions to a provider of bank processing services and, to transmit authorisation and settlement transactions between you and your Acquirer.

Payment Transaction any type of payment (or series of payments) accepted or made to you or a Refund, return and/or adjustment carried out via the internet using a Payment Instrument, Payment Account or other payment token (as the case may be) where the payment is processed and/or funded by a Card & Payment Scheme.

POS Device means a Point of Sale Device or Point of Sale Terminal which forms part of a POS Solution.

POS Equipment means all POS Devices, keypads, other hardware components and Software which may be utilised to enable Payment Transactions from time to time.

POS Solution means the point of sale functionality, including any Software that enables Payment Transactions to be processed using a POS Device.

Refund reimbursement of any sum, due from you to a Customer and, relating to a Payment Transaction.

Services electronic commerce payment processing services provided by us to you through the Payment Gateway Network on a non-exclusive basis and relating to the processing of credit and debit card payment authorisations and/or credit card, debit card or other payment transactions which, are carried out in order to effect the transfer of funds between you and your Customers, together with our eCommerce and POS Services and any other related services we offer from time to time.

Service Fees and Charges any fees or charges payable under this Agreement or for Additional Services which will be chargeable at Trust Payments’ standard rates then in force at the time.

Service Interruption an unscheduled interruption to part or all of the Services and/or Additional Services.

Settlement Proceeds the proceeds of the Payment Transactions due to you, resulting from a successful Authorisation Request, and expressed in the currency which we may use from time to time.

Software any software (together with any associated documentation) provided or made available by us to you (whether online or otherwise) which is licensed to you for the term of this Agreement and which enables you to access or use the Services.

Transaction Currency the currency in which the Payment Transaction is completed.

Transaction Data the transmission of authorisation and settlement transaction messages between you and your Acquirer in a secure manner and in formats compatible with our systems.

Virtual Transactions means the purchase of goods and/or services over the Internet by a Customer from you for which Authorisation has been obtained.

You or Your the entity (i.e. the Merchant) set out in the Application Form who is not us or our affiliated third parties.

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Sales Conditions

1 Definitions

1.1 Defined terms used in these Sales Conditions have the same meaning as the definitions in the Master Agreement and/or Order Form, unless stated otherwise.

1.2 In these Sale Conditions:

“Buyer” means the person or entity whose details are set out in the Order which/who has agreed to purchase the Products from Guestline.

"DOA" means Defective on Arrival

“Guestline” means the Guestline entity stated on the Order.

“Master Agreement” means the ‘Software and Services Order and Agreement’ or ‘Subscription Agreement’ (as applicable), as amended from time to time, entered into between Guestline and the Buyer under which Guestline provides certain property management services to the Buyer.

“Minimum Requirements Schedule” means the Schedule attached to these Sales Conditions entitled ‘Minimum Requirements Schedule’ which set outs the specific requirements for the installation and/or use of the specified Products which are the sole responsibility of the Buyer.

“Order” means an order by the Buyer for the purchase of Products from Guestline as stated on an Order Form.

“Order Form” means Guestline’s order form from time to time (which includes the order form included in the Master Agreement).

“Price” has the meaning given in clause 2.1.

“Products” means the physical equipment or goods (including hardware, equipment, peripheral and consumable items) set out in the Order.

"RMA" means Return Manufacturer Authorisation

“RTB” means ‘return to base’ to Guestline or its nominated third party.

“Sale Conditions” means Guestline’s terms and conditions of sale as set out in this document.

“Warranty Schedule” means the Schedule attached to these Sales Conditions titled ‘Warranty Schedule’ which set outs the warranties given by Guestline in respect of Products which are faulty.

2 Price and Payment

2.1 Guestline’s sales proposals are binding for the time period stated in the Order Form. The Buyer may accept the sales proposal by signing the Order Form and sending it back to Guestline during that time period. This will form a binding agreement based on the Order Form signed by the Buyer together with these Sales Conditions ("Purchase Agreement"). Any change to the Order Form by the Buyer constitutes a separate offer by the Buyer, which can only be accepted by Guestline expressly in writing - which then in turn constitutes a Purchase Agreement.

2.2 The price for the Products will be as set out in the Order Form (“Price”).

2.3 The Prices are:

2.3.1 inclusive of packaging, delivery, insurance, and shipping carriage; and

2.3.2 exclusive of VAT (or equivalent sales tax).

2.4 The Buyer will pay any applicable VAT to Guestline subject to receipt of a valid VAT invoice.

2.5 Guestline will invoice the Buyer for the Products, partially or in full, following receipt of the Order signed by the Buyer.

2.6 The Buyer will pay all invoices:

2.6.1 in full without deduction or set-off, in cleared funds within 7 (seven) days of the date of each invoice; and

2.6.2 to the bank account nominated by Guestline.

Time of payment is of the essence. For the avoidance of doubt, delivery of a Product is subject to receipt of full payment.

3 Delivery

3.1 The Products will be delivered by Guestline, or its nominated carrier, to the Site. Guestline may provide the Buyer with an approximate delivery date but will notify the Buyer of the confirmed delivery date when it is able to do so.

3.2 Guestline may deliver the Products in instalments. Any delay or defect in an instalment will not entitle the Buyer to cancel any other instalment.

3.3 Guestline will not be liable for any delay or failure of delivery caused by the Buyer’s failure to make the Site available for delivery.

3.4 If the Buyer fails to accept delivery of the Products Guestline may store and insure the Products pending delivery, and the Buyer will pay all costs and expenses incurred by Guestline in doing so. The Buyer will be deemed to have accepted a Product 48 hours following delivery, after which the Buyer is not entitled to reject the Product.

3.5 Time of delivery or installation is not of the essence. Guestline will use its reasonable endeavours to meet delivery and installation dates but such dates are indicative only.

4 Risk and Title

4.1 Risk in the Products will pass to the Buyer on delivery or collection by the Buyer (as applicable).

4.2 Title to the Products will pass to the Buyer once Guestline has received payment in full and cleared funds for the Products.

5 Installation

5.1 Unless otherwise agreed, Guestline will install the EPOS terminals (either on site or remotely) for use at the Site. The arrangements for such installation are subject to agreement between Guestline and the Buyer.

5.2 It is the Buyer’s sole responsibility to ensure that the matters set out in the Minimum Requirements Schedule are satisfied and complied with. Failure to do so may result in (i) preventing Guestline from being able to install and/or provide support for the affected Products and/or (ii) the inability to use the affected Products.

5.3 In the event that Guestline is prevented from (a) delivering any Product or (b) providing any training, implementation services or other professional services (either in whole or in part) due to the fault of the Buyer, or the Buyer postpones any professional services on giving Guestline less than 24 hours’ written notice, then Guestline may charge the Buyer (i) all delivery costs (including third party delivery charges) incurred by Guestline and/or (ii) a postponement charge equal to 50% of Guestline’s standard price list for the affected professional services.

6 Guestline Software

6.1 The Buyer acknowledges and agrees that any and all software, applications and APIs installed by Guestline on any Product (“Installed Software”) is licensed to the Buyer on a non-exclusive, non-transferable basis for the sole purpose of, and only for as long as, the Buyer receives relevant services from Guestline under the Master Agreement. The foregoing does not apply to any third party proprietary operating software (“Third Party OS”) which is licensed to the Buyer in accordance with the licence terms of the third party supplier. Guestline is not liable for any Third Party OS and is not under any obligation to implement any upgrade or new version of any Third Party OS. Where the third party provider implements automatic updates to the Third Party OS the Buyer will not turn off or alter the updates.

6.2 The Buyer will give Guestline advance written notice where it intends to sell, transfer or dispose of any EPOS equipment upon which any Installed Software is installed. In the event of the foregoing circumstances or termination or expiry of the Master Agreement, the Buyer will provide Guestline with access to the Site, or any other premises, where such EPOS equipment is located and/or remote access to such EPOS equipment (as required by Guestline) so that Guestline may de-install and/or de-activate the Installed Software from that EPOS equipment (either on premise or remotely). The Buyer will ensure that the EPOS equipment is online as per Guestline’s instructions where Guestline requests remote access.

6.3 Except as may be allowed by any applicable law which is incapable of exclusion by agreement, the Buyer will not attempt to copy, modify, de-compile, reverse compile, disassemble, reverse engineer or otherwise reduce to human-perceivable form all or any part of the Installed Software.

7 Warranty

7.1 Guestline warrants that each Product shall be free from material defects for the applicable warranty period specified for that Product in the Warranty Schedule.

7.2 As the Buyer’s sole and exclusive remedy for any defective Products which are in warranty, Guestline will repair or replace those Products in accordance with the Warranty Schedule (subject to, and providing that, the Buyer complies with the policies and processes set out in the Warranty Schedule).

7.3 Guestline will not be liable for any failure of the Products:

7.3.1 where such failure arises by reason of wear and tear, wilful damage, negligence, or could be expected to arise in the normal course of use of the Products;

7.3.2 to the extent caused by the Buyer’s failure to comply with (i) Guestline’s instructions in relation to the Products, including any instructions on installation, operation, storage or maintenance or (ii) any manufacturer operating instructions or manuals;

7.3.3 to the extent caused by Guestline following any specification, instruction or requirement of or given by the Buyer in relation to the Products;

7.3.4 where the Buyer modifies any Products without Guestline’s prior written consent or, having received such consent, not in accordance with Guestline’s instructions; or

7.3.5 where the Buyer uses any of the Products after notifying Guestline that they do not comply with clause 7.1; or

7.3.6 arising from any matters which are excluded in the ‘Exclusions from Warranty’ section of the Warranty Schedule.

7.4 Except as expressly set out in these Sales Conditions, Guestline gives no warranties and makes no representations in relation to the Products and all warranties and conditions (including the conditions implied by ss 13–15 of the Sale of Products Act 1979), whether express or implied by statute, common law or otherwise are excluded to the extent permitted by law.

7.5 The Buyer is solely responsible for satisfying itself that the Products meet the Buyer’s specific requirements and obtaining and maintaining access to the internet (at sufficient speed and bandwidth) required for the use of the Products.

MINIMUM REQUIREMENTS SCHEDULE

It is the Buyer’s sole responsibility to ensure all of the following are undertaken and/or complied with in respect of the specified Products:

Standard POS Terminals

The Buyer must only use the power supply unit provided with the product.
The Site must have an active Guestline or Newbridge POS subscription to operate EPOS terminals with Guestline’s POS systems.
The Buyer’s/Guestline’s IT and/ or maintenance team support will be required before and during the POS
The Buyer must provide appropriate locations for each POS terminal ordered, such as suitable tables, worktops, or counters which sufficient space for the POS terminals and related equipment.
The Buyer must ensure that all networking requirements are ready for installation of the POS Terminals, such as sufficient ethernet ports and firewall changes.
The Buyer will ensure that sufficient mains power outlets are available at the required install
The Buyer will ensure that its relevant staff will be available on the scheduled installation date to create a test check in/out reservation to confirm the successful operation of the POS terminal.

Kiosk Terminals

The Buyer must only use the power supply unit provided with the product.
The Site must have an active GuestStay subscription to operate Kiosks with Guestline’s PMS system.
For key cutting at the Kiosk, a key encoder for each ordered kiosk will be required. The Buyer will source these itself from a compatible key encoder provider, and the Buyer will contract their key hardware/software vendor to supply and configure these prior to Kiosk installation. The Buyer will work with Guestline and the key encoding teams to ensure pre-install setup is complete.
In order to take payments on the Kiosk, a GuestPay chip and pin (PED) for each ordered Kiosk will be required. These are sold separately.
The Buyer’s/Guestline’s IT and/ or maintenance team support will be required before and during the Kiosk installation.
The Buyer must provide appropriate locations for each Kiosk ordered, such as suitable tables, worktops, or counters which sufficient space for the Kiosks and related equipment.
The Buyer must ensure that all networking requirements are ready for installation of the Kiosk, such as sufficient ethernet ports and firewall changes.
The Buyer will ensure that sufficient mains power outlets are available at the required install
The Buyer will ensure that its relevant staff will be available on the scheduled installation date to create a test check in/out reservation to confirm the successful operation of the Kiosk.

WARRANTY SCHEDULE

This Schedule set outs the details of the warranties (and exclusions) relating to the Products specified below and the corresponding processes that must be followed by the Buyer.

The Buyer must first contact Guestline in order to report any potential hardware faults in the Products covered by the warranties in this Schedule before returning any Products.

Warranty Period and Type

Product	Warranty Period and Type
EPOS Terminals (Fixed) Standard POS Terminal (A4) ‘Kiosk’ Terminal (A5)	3 years: Mon-Fri: Initial Remote Investigation followed by Next Business Day on-site (if required)
Peripherals (VFD, MSR, Fingerprint etc) and Printers	2 years RTB
Tablet	2 years RTB
Cashdrawer	3 months RTB

‘On Site’ Warranty

Where an EPOS terminal is covered by an 'on-site warranty’, the Buyer will use its reasonable endeavours (if it is unable to repair the terminal on-site) to replace, or otherwise may in its sole discretion replace, the terminal with a terminal that is new or equivalent to new in performance, provided that if it is subsequently determined by Guestline that the replaced Product or part was not covered by the warranty then Guestline may charge the Buyer the full cost of the replacement terminal or part.

‘Return to Base’ (‘RTB’)

The Buyer should contact Guestline to report the potentially faulty hardware component of the Product and Guestline will outline the returns process to the Buyer, including the notification of the Return Manufacturer Authorisation (“RMA”) number and paperwork.
Guestline reserves the right to refuse any RMA returns package without a relevant RMA number and paperwork (if those are requested by Guestline).Guestline requests that the RMA Product be returned in its original packaging with the correct foam internal casing. Guestline offers a replacement packaging service should the Buyer not have the originals, the cost for this is £12.00 + VAT.
Guestline cannot be held responsible for any damage to Products caused in transit if when returned they are not in the original packaging.

A service engineer will contact the Buyer should they require any further information for appropriate testing, once testing is completed, report on repair if completed or quote for any chargeable RMA.Guestline reserves the right to re-image any HDD or applicable storage back to factory default settings without consent for hardware testing purposes.

A quotation for replacement packaging if the Products were received not in the original packaging will also be provided, if this is declined Guestline cannot be held responsible for any damage to Products in transit when returned to the Buyer.

For Products outside of their warranty period or warranty terms (‘Out of Warranty’) Guestline will arrange for a repair quotation to be provided to the Buyer prior to conducting any works, including any applicable freight charges. Any subsequent parts used will carry a three (3) month warranty.

All Out of Warranty RMAs, and ‘no hardware fault found’ testing, will incur a labour charge of £75.00 per hour (plus VAT). Guestline requires Buyer email confirmation and/or any relevant purchase order numbers in order to proceed with any out of warranty or chargeable repair.

If Guestline do not receive the Buyer’s agreement in writing, a purchase order reference or the Buyer decides not to proceed with the Out of Warranty or chargeable repair within twenty (20) days from original quotation correspondence, the Buyer will then be responsible for the return freight cost plus £75.00 (plus VAT) for the processing and fault finding.

For IN Warranty repairs, the Buyer must return the Product to Guestline, or its nominated third party, with any transportation charges prepaid; Guestline will pay for the return transportation charge except that for OUT of Warranty repairs, the Buyer is responsible for both trips of transportation charges.

In lieu of repairing the Product, Guestline may, in its sole discretion, elect to replace the Product or parts with a product or parts that are new or equivalent to new in performance.

Product(s) and part(s) that have been replaced become the property of Guestline.

EXCLUSION FROM WARRANTY

1. The Product has been found to be defective after expiry of the relevant warranty period.

2. The Product has been subjected to misuse, abuse, or unauthorised repair whether by accident or other cause (including but not limited to the use of a power supply unit which is not supplied with the Product). Such conditions will be determined by Guestline in its sole unfettered discretion.

3. The returned defective Product is tested or calibrated and a No Fault Found (NFF) result is obtained.

5. Product updates and reworks carried out by the Buyer which subsequently causes hardware damage or OS (Operating System) failure.

6. Product is damaged beyond repair due to natural disasters, for example, lighting strike, flood, earthquake, etc.

7. Consumable items including and not exhaustive, fuses, batteries, printer cartridges and software.

8. Consumable Parts including and not exhaustive: Covering box, PE Bag, Power Cord, Cables, Foam (EPE, PU or PE Foam), Diskette

9. Cosmetics Parts including and not exhaustive: Chassis, Housing, Case, Cover, Bracket

10. Serial number, Bar codes or MFG. codes or RMA related codes of the products are destroyed, altered or otherwise rendered illegible.

11. Any Operating System and/or 3rd Party Software

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Guestline Support Services

Below are details of our hardware and software Support Services and how to access them.

Subscribers can access our Support Services via:

Support Portal (Available 24-hour, self-service, English, German, Thai languages)

For further guidance in accessing the Support Portal please follow the instructions on https://www.theaccessgroup.com/en-gb/support-hub/

Email/Chat
Phone

Please see Guestline’s region specific Customer Escalation Process located at Customer Escalation Process for the contact details of each Guestline Support Services and Professional Services team and their escalation processes.

Please note that Guestline will inform you on a case by case basis as to whether we provide our Support Services for the API of third party interfaces and/or third party integration products or whether you will need to contact the relevant third party directly for support.

Support Services

Support Services exclude Product Reconfiguration and Unsupported Third Party Equipment.

**Self-serve walk through is available on the support portal for a number of channels.

UK & Ireland Support

Language: English

Support Hours: 07:00 - 23:00 UK time 365 days of the year including UK Public holidays

Support Services Covered: Rezlynx PMS, Distribution, EPOS, Guestline Interfaces

Central Europe Support

Language: German and English

Support Hours: 07:00 - 20:00 (CET) Monday to Friday
08:00 - 17:00 German Public Holidays
20:00 to 23:00 (UK time) and Weekend support provided by UK team

Support Services Covered: Rezlynx PMS, Distribution, EPOS, Guestline Interfaces

Asia Pacific Support

Language: Thai and English

Support Hours: 09:00 – 17:30 (Thai time) Monday to Friday, including Thai national holidays
09:00 – 17:30 (Thai time) weekends via mobile support

17:30 (Thai time) to 23:00 (UK time) provided by UK team

Support Services Covered: Rezlynx PMS, Distribution, EPOS, Guestline Interfaces

Professional Services

Language: English

Contact Hours: 09:00 to 17:30 UK time Monday to Friday, excluding UK Public Holidays.
This service is used for requesting quotes and booking in scheduled work and arranging training.

Services Covered by Professional Services: all Product Reconfiguration including:

Room stock updates
Channel mapping when no self-serve option available **
Major GLPOS Reconfiguration

Product Reconfiguration work is subject to Guestline’s acceptance of the Subscriber’s order, and is charged at Guestline’s applicable rates as quoted to the Subscriber.

Third Party Equipment

Guestline provides, as part of its general Support Services stated above:

support for hardware and other equipment leased or sold by Guestline to the Subscriber, in accordance with the terms and conditions of their supply and applicable manufacturer warranties.
software support for Guestline’s software installed on that hardware/equipment.

Guestline does not provide hardware support for hardware or other equipment not provided by Guestline (‘Unsupported Third Party Equipment). Notwithstanding the foregoing, Guestline may in its discretion undertake product configuration for Unsupported Third party Equipment subject to Guestline’s acceptance of the Subscriber’s order (as per the Product Reconfiguration section above).

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Customer Escalation Process

Support Team

What do they do?

Guestline provide comprehensive technical help and support for all of our software solutions, 365 days a year from our UK head office.

How do I contact them?

Rezlynx Support Widget
[email protected]
Phone: +44 (0)1743 282700

Escalation Process

If you are not totally satisfied with the responses given by a Support Agent, or with the response times to your query, ask to speak to a Team Leader by calling: +44 (0)1743 282700

Glyn Dawson
Head of Customer Success (UK & IRE)
or your designated Account Manager
[email protected]
Office: +44 (0)1743 282300
Mobile: +44 (0)7387 418574

then

Sarah Jones
Director of Customer Success (Global)
[email protected]
Office: +44 (0)1743 282700
Mobile: +44 (0) 7760 769090

Professional Services Team

What do they do?

Room Stock Changes
EPOS Terminal Re-Installations
Server Re-Installations
Interface Re-Installations
Faulty Hardware Returns
Roomlynx Mapping Requests

How do I contact them?

[email protected]
Phone: +44 (0)1743 282300

Escalation process

Dan Hattersley
Implementation and Configuration Services Manager
[email protected]
Office: +44 (0)1743 282700
Mobile: +44 (0) 7791 219651

then

Glyn Dawson
Head of Customer Success (UK & IRE)
[email protected]
Office: +44 (0)1743 282300
Mobile: +44 (0)7387 418574

Project Implementation Team

What do they do?

Provide refresher training
Deliver new contracts
Implement additional modules

How do I contact them?

[email protected]
Phone: +44 (0)1743 282300

Escalation process

Andrea Kelly
Project Success Manager
[email protected]
Office: +44 (0)1743 282300
Mobile: +44 (0)7341 730279

then

Glyn Dawson
Head of Customer Success (UK & IRE)
[email protected]
Office: +44 (0)1743 282300
Mobile: +44 (0)7387 418574

Accounts Team

What do they do?

Invoicing & credit control
Customer cash collection
Responding to finance & accounting queries from customers

How do I contact them?

[email protected]
Phone: +44 (0)1743 282300

Escalation process

Caroline Lincoln
Sales Ledger Manager
[email protected]
Office: +44 (0)1743 282300

then

Ross Edwards
Commercial Accountant
[email protected]
Office: +44 (0)1743 282300
Mobile: +44 (0)7753 890830

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Data Protection Policy

1 Background

1.1 The following provisions of this Data Protection Policy are the terms upon which Guestline contracts with a Subscriber in connection with Data Protection matters, and as such where referred to in this Data Protection Policy 'Party' means the Subscriber and Guestline as parties to the subscription agreement entered into between them whereby Guestline provides certain property management related services to the Subscriber (the “Subscription Agreement”).

2. Term

2.1 This Data Protection Policy continues in force for the same duration as the term of the Subscription Agreement (“Term”).

3. Definitions

3.1 Definitions used in this Schedule have the same meaning, and the same rules of interpretation shall apply, as those stated in the Subscription Agreement. In addition, references to 'paragraphs' will mean the paragraphs in this Data Protection Policy and the following definitions have the meanings given below:
3.2 "Administrative Liabilities" means administrative fines, penalties, sanctions, liabilities, or other remedies imposed by a Supervisory Authority.
3.3 “Appropriate Safeguards” means such legally enforceable mechanism(s) for Transfers of Personal Data as may be permitted under Data Protection Laws from time to time.
3.4 “Personal Data Breach” means any breach of security leading accidentally or unlawfully to the destruction, loss, alteration, or unauthorised disclosure or access to Personal Data transmitted, stored or otherwise Processed (Article 4 (12), GDPR).
3.5 “Subscriber” means the entity which, alone or jointly with others is the recipient of the Services provided by Guestline either directly or in conjunction with a Sub-Processor.
3.6 “Controller” means the entity which, alone or jointly with others, determines the purposes and means of Processing Personal Data (Article 4 (7), GDPR).
3.7 “Data Protection Impact Assessment” or "DPIA" means a process designed to help the Subscriber or Guestline systematically analyse, identify and minimise the data protection risks of a project or plan. It is a key part of the accountability obligations under the GDPR, and when done properly helps organisations assess and demonstrate how they comply with data protection obligations (Article 35(1), 35(7) and Recitals 84 and 90, GDPR).
3.8 “Data Protection Laws" means all foreign, national, state, regional and/or local laws, rules, regulations, security requirements and regulatory guidance applicable to the Processing of Personal Data used or obtained by Guestline or any Guestline Group Company in the performance of the Services including the GDPR, UK Data Protection Act 2018, UK General Data Protection Regulation (UK GDPR), U.S. state data breach notification laws, the Payment Card Industry Data Security Standards and other applicable standards issued by the Payment Card Industry Security Standards Council, LLC, VISA, MasterCard, Discovery, American Express, JCB, and all other relevant card brands.
3.9 “Data Protection Losses” means any and all liabilities relating to Data Protection matters, including:
3.9.1. all costs (including legal costs), claims, demands, actions, settlements, interest, charges, procedures, expenses, losses and damages (including relating to material or non-material damage); and
3.9.2. to the extent permitted by applicable laws:
a. Data Subject Compensation; and
b. the reasonable costs of compliance with investigations by a Supervisory Authority.
3.10 “Data Subject” means the identified or identifiable person to whom Personal Data relates. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person (Article 4 (11), GDPR).
3.11 “Data Subject Compensation” means any compensation or damages awarded by a court of jurisdiction to a Data Subject for breach of Data Protection laws.
3.12 “Data Subject Request” means a request made by a Data Subject to exercise any rights of Data Subjects under Data Protection Laws.
3.13 "General Data Protection Regulation" or “GDPR” means the Regulation (EU) 2016/679 of the European Parliament and of the council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (effective May 25, 2018).
3.14 "Guestline Group Company" means each of Guestline's Affiliates (excluding Guestline itself).
3.15 “International Organisation” means an organisation and its subordinate bodies governed by public international law, or any other body which is set up by, or on the basis of, an agreement between two or more countries.
3.16 “International Recipient” means:
3.16.1. any countries outside the United Kingdom and/or the European Economic Area; or
3.16.2. any International Organisation(s).
3.17 “List of Sub-Processors” means the latest version of the list of Sub-Processors used by Guestline or any Guestline Group Company, as Updated from time to time, which as at Order Acceptance is available from [email protected].
3.18 “Personal Data” means any information relating to an identified or identifiable individual, including, without limitation, name, postal address, email address, telephone number, government issued identification numbers, or information about the Data Subject’s health, opinion or beliefs (Article 4 (1), GDPR).
3.19 “Privacy Policy” means Guestline’s Privacy and Cookies Policy located at https://www.guestline.com/privacy-policy-guestline/, as Updated from time to time.
3.20 “Process,” “Processing,” or “Processed” mean any operation or set of operations which is performed upon Personal Data, whether or not by automatic means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction, Transfer, blocking, return or destruction of Personal Data (Article 4 (2), GDPR).
3.21 “Processor” means any entity that merely Processes Personal Data on behalf of, and as instructed by, the Controller (Article 4 (8), GDPR).
3.22 “Protected Data” means any and all Personal Data received from or on behalf of the Subscriber in connection with the provision of the Services by Guestline or the performance of Guestline's obligations under this Data Protection Policy.
3.23 “Sub-processor” means a Processor engaged by Guestline or any Guestline Group Company, or by any other Sub-Processor, for carrying out Processing activities in respect of the Protected Data on behalf of the Subscriber.
3.24 “Supervisory Authority” means any local, national, or multinational agency, department, official, parliament, public or statutory person or any government or professional body, regulatory or supervisory authority, board or other body responsible for administering Data Protection Laws.
3.25 “Transfer” or “Transferred” means both (a) the moving of Personal Data from one location or person to another, whether by physical or electronic means and (b) the granting of access to Personal Data by one location or person to another, whether by physical or electronic means.

4. Processor and Controller

4.1 The Parties agree that, for the Protected Data, the Subscriber shall be the Controller and Guestline (and each Guestline Group Company) shall be the Processor. References to Guestline in this Schedule shall be taken to include each Guestline Group Company who acts a Processor in respect of the Services and Guestline will ensure that where a Guestline Group Company acts as a Processor that Guestline Group Company will comply with the provisions of this Schedule as if it were Guestline.
4.2 To the extent the Subscriber is not sole Controller of any Protected Data it warrants that it has full authority and authorisation of all relevant Controllers to instruct Guestline to Process the Protected Data in accordance with the Subscription Agreement.
4.3 Guestline shall Process Protected Data in compliance with:
4.3.1. the obligations of Processors under Data Protection Laws in respect of the performance of its and their obligations under the Subscription Agreement; and
4.3.2. the terms of the Subscription Agreement.
4.4 The Subscriber shall ensure that it, its Affiliates and each person authorised by the Subscriber to use Guestline's software, documentation and/or Services ("Authorised User") shall at all times comply with:
4.4.1. all Data Protection Laws in connection with the Processing of Protected Data, the use of the Services (and each part) and the exercise and performance of its respective rights and obligations under the Subscription Agreement, including maintaining all relevant regulatory registrations and notifications as required under Data Protection Laws; and
4.4.2. the terms of the Data Protection Policy.
4.5 The Subscriber warrants, represents and undertakes, that at all times:
4.5.1. all Protected Data (if Processed in accordance with the Subscription Agreement) shall comply in all respects, including in terms of its collection, storage and Processing, with Data Protection Laws;
4.5.2. fair Processing and other information notices have been provided to the Data Subjects of the Protected Data (and all necessary consents from such Data Subjects obtained and at all times maintained) to the extent required by Data Protection Laws in connection with all Processing activities in respect of the Protected Data which may be undertaken by Guestline and its Sub-Processors in accordance with the Subscription Agreement;
4.5.3. the Protected Data is accurate and up to date;
4.5.4. it shall establish and maintain adequate security measures to safeguard Protected Data in its possession or control from unauthorised access and copying and maintain complete and accurate backups of all Protected Data provided to Guestline (or anyone acting on its behalf) so as to be able to immediately recover and reconstitute such Protected Data in the event of loss, damage or corruption of such Protected Data by Guestline or any other person;
4.5.5. all instructions given by it to Guestline in respect of Personal Data shall at all times be in accordance with Data Protection Laws; and
4.5.6. it has undertaken due diligence in relation to Guestline’s Processing operations and commitments and it is satisfied (and all times it continues to use the Services remains satisfied) that:
a. Guestline’s Processing operations are suitable for the purposes for which the Subscriber proposes to use the Services and engage Guestline to Process the Protected Data;
b. the technical and organisational measures set out in the Subscription Agreement (each as Updated from time to time) shall (if Guestline complies with its obligations under such Subscription Agreement) ensure a level of security appropriate to the risk in regards to the Protected Data; and
c. Guestline has sufficient expertise, reliability, and resources to implement technical and organisational measures that meet the requirements of Data Protection Laws.

5. Instructions and details of Processing

5.1 Insofar as Guestline Processes Protected Data on behalf of the Subscriber, Guestline:
5.1.1. unless required to do otherwise by applicable laws, shall (and shall take steps to ensure each person acting under its authority shall) Process the Protected Data only on and in accordance with the Subscriber’s documented instructions as set out in this paragraph 5.1 and paragraphs 5.3 and 5.4, as Updated from time to time ("Processing Instructions");
5.1.2. if applicable laws require it to Process Protected Data other than in accordance with the Processing Instructions, shall notify the Subscriber of any such requirement before Processing the Protected Data (unless applicable laws prohibit such information on important grounds of public interest); and
5.1.3. shall promptly inform the Subscriber if Guestline becomes aware of a Processing Instruction that, in Guestline’s opinion, infringes Data Protection Laws, provided that:
a. this shall be without prejudice to paragraphs 4.4 and 4.5 of ; and
b. to the maximum extent permitted by law, Guestline shall have no liability howsoever arising (whether in contract, tort (including negligence) or otherwise) for any losses, costs, expenses or liabilities (including any Data Protection Losses) arising from or in connection with any Processing in accordance with the Subscriber’s Processing Instructions following the Subscriber’s receipt of that information.
5.2 The Subscriber shall be responsible for ensuring all Authorised User’s read and understand the Privacy Policy (as Updated from time to time).
5.3 The Subscriber acknowledges and agrees that the execution of any computer command to Process (including deletion of) any Protected Data made in the use of any of the Subscribed Services by an Authorised User will be a Processing Instruction (other than to the extent such command is not fulfilled due to technical, operational or other reasons, including as set out in the User Manual). The Subscriber shall ensure that Authorised Users do not execute any such command unless authorised by the Subscriber (and by all other relevant Controller(s)) and acknowledge that if any Protected Data is deleted pursuant to any such command the Guestline is under no obligation to seek to restore it.
5.4 Subject to applicable Subscribed Service Specific Terms or the Order Form the Processing of the Protected Data by Guestline under the Subscription Agreement shall be for the subject-matter, duration, nature and purposes and involve the types of Personal Data and categories of Data Subjects set out in paragraph 15 (Data Processing Details).

6. Technical and organisational measures

6.1 Taking into account the nature of the Processing, Guestline shall implement and maintain, at its cost and expense, the technical and organisational measures:
6.1.1. in relation to the Processing of Protected Data by Guestline, as set out the Information Security Policy Document (Provided on request); and
6.1.2. to assist the Subscriber insofar as is possible in the fulfilment of the Subscriber’s obligations to respond to Data Subject Requests relating to Protected Data, to the extent that the Subscriber is unable to utilise the self-service tools provided with the Services to fulfil its obligations; in each case at the Subscriber’s cost on a time and materials basis.

7. Using staff and other Processors

7.1 Subscriber hereby grants Guestline general written authorisation to engage the Sub-Processors set out on the List of Sub-Processors.
7.2 Guestline shall:
7.2.1. prior to making any changes to the List of Sub-Processors, provide the Subscriber with 20 business days prior written notice, during which the Subscriber can object;
7.2.2. prior to the Sub-Processors carrying out any Processing activities in respect of the Protected Data, appoint each Sub-Processor under a written contract containing materially the same obligations as under paragraphs 4 to 14 (inclusive) that is enforceable by Guestline; and
7.2.3. ensure each such Sub-Processor complies with all such obligations; and
7.3 Guestline shall ensure that all persons authorised by it (or by any Sub-Processor) to Process Protected Data are subject to a binding written contractual obligation to keep the Protected Data confidential (except where disclosure is required in accordance with Data Protection Laws, in which case Guestline shall, where practicable and not prohibited by Data Protection Laws, notify the Subscriber of any such requirement before such disclosure).

8. Assistance with compliance and Data Subject rights

8.1 Guestline shall refer all Data Subject Requests it receives to the Subscriber without undue delay. The Subscriber shall pay Guestline for all work, time, costs and expenses incurred in connection with such activity, calculated on a time and materials basis.
8.2 Guestline shall provide such reasonable assistance as the Subscriber reasonably requires, after itself fully utilising the self-service tools provided with the Services, (taking into account the nature of Processing and the information available to Guestline) to the Subscriber in ensuring compliance with the Subscriber’s obligations under Data Protection Laws with respect to:
8.2.1. security of Processing;
8.2.2. Data Protection Impact Assessments;
8.2.3. prior consultation with a Supervisory Authority regarding high risk processing; and
8.2.4. notifications to the Supervisory Authority and/or communications to Data Subjects by the Subscriber in response to any Personal Data Breach, provided the Subscriber shall pay Guestline for all work, time, costs and expenses incurred in connection with providing the assistance in this paragraph 8.2, calculated on a time and materials basis.

9. International data Transfers

9.1 The Subscriber agrees that Guestline may Transfer any Protected Data to any International Recipient, provided all Transfers by Guestline of Protected Data to an International Recipient (and any onward transfer) shall (to the extent required under Data Protection Laws) be effected by way of Standard Contractual Clauses (as acknowledged from time to time by the European Commission or Information Commissioner Office as applicable) and in accordance with Data Protection Laws.
9.2 Guestline relies on the adequacy decisions given to the UK by the European Commission (and vice versa). In the event that an adequacy decision is invalidated or withdrawn, the parties shall enter into good faith negotiations to ensure another Appropriate Safeguard is put in place for the Transfer of the data. The provisions of the Subscription Agreement shall constitute the Processing Instructions with respect to Transfers in accordance with paragraph 5.1.1.
9.3 The Subscriber acknowledges that due to the nature of cloud services, the Protected Data may also be Transferred to other geographical locations in connection with use of the Service further to access and/or computerised instructions initiated by Authorised Users. The Subscriber acknowledges that Guestline does not control such Processing and the Subscriber shall ensure to comply with applicable Data Protection Laws.

10. Information and audit

10.1 Guestline shall maintain, in accordance with Data Protection Laws binding on Guestline, written records of categories of Processing activities carried out on behalf of the Subscriber.
10.2 The Subscriber may by written notice to Guestline request information regarding Guestline’s compliance with the obligations placed on it under this Data Protection Policy. On receipt of such request Guestline shall provide the Subscriber (or auditors mandated by the Subscriber) with a copy of the latest third-Party certifications and audits to the extent made generally available to its Subscribers. Such copies are confidential to Guestline and shall be Guestline’s Confidential Information for the purposes of the Subscription Agreement.
10.3 Guestline shall, on request by the Subscriber, in accordance with Data Protection Laws, make available to the Subscriber such information as is reasonably necessary to demonstrate Guestline’s compliance with its obligations under this Data Protection Policy and Article 28 of the GDPR (and under any Data Protection Laws equivalent to that Article 28), and allow for and contribute to audits, including inspections, by the Subscriber (or another auditor mandated by the Subscriber) for this purpose provided:
10.3.1. the Subscriber demonstrates that the information and certificates provided are not sufficient to confirm Guestline’s compliance with its obligations under this Data Protection Policy;
10.3.2. such audit, inspection or information request is reasonable, limited to information in Guestline’s (or any Sub-Processor’s) possession or control and is subject to the Subscriber giving Guestline reasonable prior notice of such audit, inspection or information request and taking no more than 2 working days to complete;
10.3.3. the Parties (each acting reasonably and consent not to be unreasonably withheld or delayed) shall agree the timing, scope and duration of the audit, inspection or information release together with any specific policies or other steps with which the Subscriber or third Party auditor shall comply (including to protect the security and confidentiality of other Subscribers, to ensure Guestline is not placed in breach of any other arrangement with any other Subscriber and so as to comply with the remainder of this paragraph 10.3); 10.3.4. all costs of such audit or inspection or responding to such information request shall be borne by the Subscriber, and Guestline’s costs, expenses, work and time incurred in connection with such audit or inspection shall be reimbursed by the Subscriber on a time and materials basis;
10.3.5. such audits, inspections or information requests shall be limited to one in any consecutive 12-month period, unless otherwise required by a Supervisory Authority;
10.3.6. the Subscriber shall promptly (and in any event within one Business Day) report any non-compliance identified by the audit, inspection, or release of information to Guestline;
10.3.7. the Subscriber shall ensure that all information obtained or generated by the Subscriber or its auditor(s) in connection with such information requests, inspections and audits is kept strictly confidential (save for disclosure required by applicable laws);
10.3.8. the Subscriber shall ensure that any such audit or inspection is undertaken during normal business hours, with minimal disruption to the businesses of Guestline and each Sub-Processor; and
10.3.9. the Subscriber shall ensure that each person acting on its behalf in connection with such audit or inspection (including the personnel of any third Party auditor) shall not by any act or omission cause or contribute to any damage, destruction, loss or corruption of or to any systems, equipment or data in the control or possession of Guestline or any Sub-Processor whilst conducting any such audit or inspection.

11. Breach notification

11.1 In respect of any Personal Data Breach involving Protected Data, Guestline shall, without undue delay:
11.1.1. notify the Subscriber of the Personal Data Breach; and
11.1.2. provide the Subscriber with details of the Personal Data Breach.

12. Deletion of Protected Data and copies

12.1 Following the end of the provision of the Services (or part) relating to the Processing of Protected Data Guestline shall dispose of Protected Data in accordance with its obligations under the Subscription Agreement. Guestline shall have no liability (howsoever arising, including in negligence) for any deletion or destruction of any such Protected Data undertaken in accordance with the Subscription Agreement.

13. Compensation and claims

13.1 Subject to paragraph 13.2, Guestline shall be liable for Data Protection Losses (howsoever arising, whether in contract, tort (including negligence) or otherwise) under or in connection with the Subscription Agreement only to the extent caused by the Processing of Protected Data under the Subscription Agreement and directly resulting from Guestline’s breach of the Subscription Agreement.
13.2 Guestline shall not be liable to the extent that any Data Protection Losses (or the circumstances giving rise to them): (i) are contributed to or caused by any breach of the Subscription Agreement by the Subscriber or this Data Protection Policy or result from any processing in accordance with the Subscriber’s Processing Instructions or (ii) are Administrative Liabilities which are incurred by, or imposed on, the Subscriber.
13.3 If a Party receives a compensation claim from a person relating to Processing of Protected Data in connection with the Subscription Agreement or the Services, it shall promptly provide the other Party with notice and full details of such claim. The Party with conduct of the action shall:
13.3.1. make no admission of liability nor agree to any settlement or compromise of the relevant claim without the prior written consent of the other Party (which shall not be unreasonably withheld or delayed); and
13.3.2. consult fully with the other Party in relation to any such action but the terms of any settlement or compromise of the claim will be exclusively the decision of the Party that is responsible under the Subscription Agreement for paying the compensation.
13.4 The Parties agree that the Subscriber shall not be entitled to claim back from Guestline any part of any compensation paid by the Subscriber in respect of such damage to the extent that the Subscriber is liable to indemnify or otherwise compensate Guestline in accordance with the Subscription Agreement.
13.5 Notwithstanding any other provision of this Data Protection Policy, Guestline’s liability under this Data Protection Policy is subject to the limitations contained within the Subscription Agreement.
13.6 This paragraph 13 is intended to apply to the allocation of liability for Data Protection Losses as between the Parties, including with respect to compensation to Data Subjects, notwithstanding any provisions under Data Protection Laws to the contrary, except:
13.6.1. to the extent not permitted by applicable laws (including Data Protection Laws); and
13.6.2. that it does not affect the liability of either Party to any Data Subject.

14. Survival

14.1 This Data Protection Policy (as Updated from time to time) shall survive termination (for any reason) or expiry of the Subscription Agreement and continue until no Protected Data remains in the possession or control of Guestline or any Sub-Processor, except that paragraphs 12 to 14 (inclusive) shall continue indefinitely.

15. Data Processing Details

15.1 Instructions on Processing are:
15.1.1. The Contract Personal Data will only be Processed as follows:
a. For the purposes of: contractual performance and use of the Services. The Services Processes the Personal Data in accordance with the Permitted Purposes and the Subscriber’s utilisation of the Services. The Services enables the Subscriber to extract Personal Data relating to hotel guests, reservations and information relating to the Subscriber’s retail records. See section 25.1.11. applicable Data Protection Law for more information
15.1.2. Data subjects
a. The Contract Personal Data concern the following categories of data subjects:
b. Data Subjects will be hotel guests.
15.2 Categories of data
15.2.1. The Contract Personal Data concern the following categories of data:
a. In its default setting, the Services are capable of Processing the following categories of Personal Data: types of person (adult/minor); gender; title; forename; surname; date of birth; nationality; language spoken; company or personal account; residential or business address; telephone and mobile numbers; email address; preferred greeting; preferred room type; passport/ID number. It is also capable of being customised by the Subscriber
15.3 Duration of Processing
15.3.1. The Contract Personal Data may be Processed for the following term:
a. The Term of the Subscription Agreement.
15.4 Data Management Policies
15.4.1. For further details on how Guestlines manages application data management and hosting provision, including disaster recovery, data backup and resilience of services in relation to PCI Compliance and GDPR please contact [email protected]

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Information Security Policy

Introduction

For the purposes of the UK Data Protection Act 2018, UK GDPR and the General Data Protection Regulation (Regulation (EU) 2016/679) (GDPR), Guestline is a ‘processor’ of data collected in the provision of cloud-based property management and distribution technologies for the hospitality industry.

Guestline make use of the latest security, processing and storage technologies to run our suite of software products and ensure your data is kept safe and secure. Access controls employed at multiple points in the data centre infrastructure restrict access to your data as well as protect our own servers and environment from harm, ensuring our services to you are available 24/7.

Procedures and policies are implemented in all business workflows in accordance with PCI level 1 service provider certification, ensuring that access control, backup security, network security and general information security is carefully monitored and audited by 3rd party auditors.

All rights, requests, data procedures and policies are implemented and followed in line with the UK GDPR compliance, and all staff are trained to the requirements of PCI level 1 service provider certification and GDPR best practices.

If you have any queries about this Policy, the way in which we process data, or about exercising any of your rights, you may contact our Privacy Representative by sending an email to [email protected] or writing to our Privacy Officer, Guestline House, Shrewsbury Business Park, Shrewsbury, SY2 6LG

GDPR and PCI Service Provider Compliance

Guestline is a certified Level 1 Service Provider for PCI-DSS. We undergo an extensive annual on-site audit by 3rd party Qualified Security Assessor’s (QSA), our Level 1 Service Provider (PCI-DSS) accreditation covers all aspects of our business (including, but not limited to, hosting, head office networks, software development processes and staff training).

As a Service Provider, our attestation of PCI compliance (AOC) certificate for current year is available on request from [email protected].

Customer as a Merchant PCI Compliance

In respect to PCI-DSS Merchant Compliance; whilst Guestline provides PCI related services to take away many factors which may hinder your compliance some responsibilities, for example, those that may call for merchant-premises physical security or client-side anti-virus do remain with you, the merchant.
To ensure that you meet full compliance with all the requirements of the PCI-DSS you may benefit from consulting a QSA, or your merchant acquirer/bank account manager. Your Guestline account manager can offer some guidance with regards to your PCI compliance upon request.

UK Data Protection Act 2018 and GDPR Compliance

In respect to UK Data Protection Act 2018 and GDPR Compliance, we follow all recommendations provided by the ICO and our PCI-DSS certification and good governance policies and processes work to support this compliance. Guestline is externally audited by a specialist legal consultancy in information technology (IT), privacy & data protection (GDPR), intellectual property, and media & electronic communications.

Regarding GDPR and its relationship to PCI-DSS Compliance, our clients as “controllers” have a responsibility to ensure they have followed the GDPR compliance guidelines as outlined by their respective country’s governance agency - in the UK the Information Commissioners Office (ICO) represents GDPR enforcement.

UK https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/

DATA GOVERNANCE

Guestline operate a series of software services (including Rezlynx PMS, Roomlynx GDS, Direct Booking Manager, Digital Marketing Services and others) which are served from multiple physical locations and differing service provision facilities in Public Cloud; specific hosting/networking/security criteria may differ from product to product

Data Centre Environments

Guestline make use of industry leading hosting partners

Guestline uses the Microsoft Azure that runs in datacentres managed and operated by Microsoft. These geographically dispersed data centres comply with key industry standards.

Security, such as ISO/IEC 27001:2013 and NIST SP 800-53, more information can be found here - Azure infrastructure security | Microsoft Docs

Availability, such as ISO 22301, including geo-redundancy, power and network resilience, more information can be found here - Azure infrastructure availability - Azure security | Microsoft Docs

Guestline Data Centre Location - Europe
Azure date centre region: West Europe
Location: Netherlands

Application Level Security

Application Perimeter Security

Highly available edge application gateways with ingress, egress controls
Regular detailed vulnerability scans and adaptive penetration tests performed by industry certified 3rd parties (PCI-DSS ASV, CREST)

Application Server Security

Carefully controlled multi-factor remote access authentication is required for server access and maintained by our technicians and support staff
Servers are locked down and regularly patched in accordance with manufacturers and PCI-DSS recommendations
Up to date anti-virus/anti-malware and vulnerability scanning protection secures our entire infrastructure
User Sign In
- HTTPS (2048bit TLS) encryption is used to protect your username and password at logon
- Single Sign On (SSO)
- Identity management is all handled by dedicated industry leading partner (meeting varying requirements in PCI, GDPR, ISO27001) around specialist identity security and related services.
Legacy (per-Application) Sign In
- Security policies can be configured on a site-by-site basis and follow the legacy PCIv3.2 PCI-DSS guidelines for password complexity, retries, re-use and forced periodic rotation.
Encryption
- HTTPS (2048bit TLS) encryption is used in inter-business communication (distribution, interfacing etc)
Application Performance
- Web server load balancing and failover ensures fast service availability 24 x 7 even if hardware fails
- 100’s of application and infrastructure performance metrics are constantly monitored by our dedicated data centre operations team for service availability and speed

Resilience and Fault/Disaster Recovery - General

Core customer and platform databases are backed up nighty to geo-redundant storage vaults maintained by Microsoft within an alternate or dual-region data centre
Gartner industry leading Relational Database Management System (RDBMS)
Use of:
- RAID disk redundancy in all mission critical areas (means disk failures don’t take services offline or incur loss of data)
- Microsoft Platform as a Service (PaaS) services (SQL Azure, AKS etc) which offer built-in high availability/redundancy as standard
- N+1 clustered database servers ensure highly available data access in the event of hardware failure
All the benefits of huge levels of redundancy and reliability in Microsoft Azure Datacentres – including servers and processing which are split/span multiple fault domains in any given region

Resilience and Fault/Disaster Recovery – RPO/RTO

For a large-scale cloud service like the Guestline Platform, we are focused on exceeding our SLA by designing and building services that are redundant and resilient, with many working loosely coupled services as well as differing storage systems it becomes increasingly difficult to apply terms such as RPO and RTO on a per product basis.

Typical backup strategies for Guestline services is minimum once per day (as described in ‘Data Protection/Compliance’) some supporting services may be more often or may offer continual always on protection - but no Guestline services will exceed a per day backup as a minimum.

Backups are retained across services to a maximum 90 day historical restore, the precise nature of the retention may differ from service to service between a sequential full 90 days of backups to incremental EndOfWeek, EndOfMonth etc Grandfather/Father/Son processes.

Data Protection/Compliance

Guestline uphold the role and responsibilities of a ‘Data Processor’ under the UK Data Protection Act 2018, UK GDPR and GDPR, all data remains the property of the customer as the ‘Data Controller’
All data storage remains inside your designated geo-political region (Europe or Asia) and will not be shared with any 3rd parties except;
- Under the explicit written instruction of the customer (the Data Controller) – for example to enable integration with 3rd party systems through our open platform API under our Data Transfer policies
- When we are legally required to do so by local law enforcement
- Please note: Microsoft has no direct access to databases or storage inside our services without authorisation.
Data in transit is encrypted with HTTPS
Full encrypted back up archives are taken daily to geo-redundant electronic storage vaults
Guestline makes use of Azure Microsoft Managed Disks for its VM based Database Server Clusters, these disks are by default encrypted with Microsoft managed encryption referred to as Storage Service Encryption.
Data in Azure Storage is encrypted and decrypted transparently using 256-bit AES encryption, one of the strongest block ciphers available, and is FIPS 140-2 compliant.
Equivalent levels of encryption in transit and at rest are provided by other Azure platform PaaS SQL offerings that are used by some services and systems
Data Retention Policy – Guestline will process and host Client Subject Data on the Guestline Platform for the term of an Agreement and customer off boarding is managed within a 3–6-month window on Termination of an Agreement.

Management of your guests’ rights under the GDPR

Our Clients have various obligations under the GDPR, UK GDPR and Data Protection Act of 2018 with respect to their use of guest's personal data. As your processor of Data, we commit to the support of those obligations as is directed by the GDPR, UK GDPR and Data Protection Act of 2018 as follows.

In the first instance Subject Data Rights can be directly managed by you the controller with the available tools in the product. For information on the functionality available please visit https://www.guestline.com/legal/privacy-and-cookies-policy/

Right to Access

A right to access request that is provided to Guestline will be responded to within 1 month of that request being received. If the Right to access is made directly to Guestline in respect to a customer’s data (e.g., a hotel guest) we will contact immediately (or as soon as possible) the hotel and pass the subject access request to them. If it is made direct to Guestline, please note that there are exceptions to this right. We may be unable to make all information available to you if, for example, making the information available to you would reveal personal data about another person, if we are legally prevented from disclosing such information, or if there is no basis for your request, or if it is overly excessive.

Right to rectification

We aim to keep all data accurate and complete. If there is an input error by a Guest or User, we provide the tools for you as controller to self-serve and amend any data as required. You can otherwise raise a support request through the existing channels.

Right to erasure

It you receive a request for the deletion of personal data where, for example, the personal data is no longer necessary for the purposes for which they were collected, you as the controller can delete the record directly though the available tools.

Right to object

In certain circumstances, we may receive an objection directly. Any right to object will be communicated to you, our clients and we will manage as appropriate / per your instructions. No action will be taken on your data without direct instruction by you, our clients unless we are under a legal obligation to provide access.

Right to restrict processing

In certain circumstances, we may receive a restriction request directly. Any right to restriction will be communicated to you, our clients and we will manage as appropriate / per your instructions. No action will be taken on your data without direct instruction by you, our clients unless we are under a legal obligation to restrict the processing.
Right to object to processing for direct marketing purposes
Guestline gives you the ability for Guests to opt in or out of marketing and for you, our clients to update a record to opt guests out of marketing directly.

Right to data portability

In certain circumstances, Guests have the right to request a copy of their personal data provided to you, in a commonly used, machine-readable format and to transmit such personal data to another controller. This can be easily downloaded and provided to the Guest through the available functionality.

Please note that the GDPR sets out exceptions to these rights. If we are unable to comply with your request due to an exception (these are usually legal in nature) we will explain this to you in our response.

Sub-processors

The following is a list of Sub-Processors* that may be utilised in the provision of services via Guestline to a customer. The configuration of the Service provided will determine whether or not a Sub-Processor is utilised.

Name of Entity	Description
Secure Trading Ltd	Payment Processor
WorldPay	Payment Processor
Asia Pay	Payment Processor
Firstdata / Payment Express	Payment Processor
AuricVault	Third Party storage and tokenisation
Interfax	Secure Fax Service
Azure (Microsoft)	Cloud Hosting Provider
Auth0	Single Sign On - identify provider
GBG / Capscan	Postcode Lookup
eRevMax	OTA Aggregator
Whip	OTA Aggregator

If you require any further information about a Sub-Processor, please contact Guestline using [email protected].

Guestline Internal People, Processes and Technology

If you have any questions about Guestline's internal process and policies for the management of data and training of staff in relation to GDPR that is not covered in the above, please contact our Data Compliance Team on [email protected] Please note that all business communication is managed as per our data privacy policy.

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Privacy and Cookie Policy - Guestline

Please review our Privacy Policy as part of The Access Group here.

Privacy Policy

Cookie Policy

Background

This Direct Booking Manager (DBM) and Guestline.com (“Our Sites”) uses Cookies and similar technologies in order to distinguish you from other users. By using Cookies, we are able to provide you with a better experience and to improve our DBM by better understanding how you use it. Please read this Cookie Policy carefully and ensure  that you understand it. Your acceptance of our Cookie Policy is deemed to occur if you continue using our DBM. If you do not agree to our Cookie Policy, please stop using our DBM immediately.

1. Definitions and interpretation

In this Cookie Policy, unless the context otherwise requires, the following expressions have the following meanings:

“Cookie”	means a small file placed on your computer or device by our Sites when you visit   certain parts of our Sites and/or when you use certain features of our Sites;
“Cookie Law”	means the relevant parts of the Privacy and Electronic Communications (EC Directive) Regulations 2003 and of EU Regulation 2016/679 General Data Protection Regulation (“GDPR”);
“Personal Data”	means any and all data that relates to an identifiable person who can be directly or indirectly identified from that data, as defined by EU Regulation 2016/679 General Data Protection Regulation (“GDPR”); and
“We/Us/Our”	means Guestline Limited, company no.02661520, whose registered office is: Guestline House, Shrewsbury Business Park, Shrewsbury, SY2 6LG, United Kingdom (“Guestline”).

2. Information About Us

Our Sites owned and operated by us, Guestline. If you would like to know more about how we use Cookies, please contact us at  [email protected]

3. How do we use Cookies?

Our Sites may place and access certain first party Cookies on your computer or device. First party Cookies are those placed directly by us and are used only by us. We use Cookies to facilitate and improve your experience of our Sites and to provide and improve our products and services. We have carefully chosen these Cookies and have taken steps to ensure that your privacy and personal  data is protected and respected at all times.

By using our Sites, you may also receive certain third-party Cookies on your computer or device. Third party Cookies are those placed by websites, services, and/or parties other than us. Third party Cookies are used on our Sites for website usage insights and advertising purposes. By collecting this data, we can continually improve the website experience. These Cookies are small text files which are stored on your computer by your web browser. They are not computer programs, and they can’t read any other information saved on your hard drive. They can’t spread viruses or obtain sensitive  user information such as email addresses and credit card numbers.

All Cookies used by and on our Sites are used in accordance with current Cookie Law. We may use  some or all of the following types of Cookie:

Strictly necessary Cookies

A Cookie falls into this category if it is essential to the operation of our Sites, supporting functions such as logging in, your shopping basket, and payment transactions.

Analytics Cookies

It is important for us to understand how you use our Sites, for example, how efficiently you are able to navigate around it, and what features you use. Analytics Cookies enable us to gather this information, helping us to improve our Sites and your experience of it.

Functionality Cookies

Functionality Cookies enable us to provide additional functions to you on our Sites such as personalisation and remembering your saved preferences. Some functionality Cookies may  also be strictly necessary Cookies, but not all necessarily fall into that category.

Targeting Cookies

It is important for us to know when and how often you visit our Sites, and which parts of it you have used (including which pages you have visited, and which links you have visited). As  with Analytical Cookies, this information helps us to better understand you and, in turn, to make our Sites and advertising more relevant to your interests. Some information gathered by targeting Cookies may also be shared with third parties.

Third Party Cookies

Third party Cookies are not placed by us; instead, they are placed by third parties that provide services to us and/or to you. Third party Cookies may be used by advertising services to serve up tailored advertising to you on our Sites, or by third parties providing analytical services to us (these Cookies will work in the same way as analytics Cookies described above).

Persistent Cookies

Any of the above types of Cookie may be a persistent Cookie. Persistent Cookies are those which remain on your computer or device for a pre-determined period and are activated each time you visit our Sites.

Session Cookies

Any of the above types of Cookie may be a session Cookie. Session Cookies are temporary and only remain on your computer or device from the point at which you visit our Sites until   you close your browser. Session Cookies are deleted when you close your browser.

Cookies on our Sites are not permanent and will expire as indicated in the table below.

For more details of the personal data that we collect and use, the measures we have in place to protect personal data, your legal rights, and our legal obligations, please refer to our Privacy Policy.

For more specific details of the Cookies that we use, please refer to the table below.

4. What Cookies does our Sites use?

The following third-party Cookies may be placed on your computer or device:

Name of Cookie	Purpose & Type
DoubleClick	These Cookies identify user sessions, passing information back to Google Analytics. With this information, we can  improve the website experience.
Google Tag Manager	These Cookies identify user sessions, passing information back to Google Analytics. With this information, we can improve the website experience.
Facebook	This Cookie identifies user sessions, passing information back to Facebook’s advertising platform. This allows us to communicate the  latest offers and events via Facebook and Instagram ads.
Fullstory	To track and improve the use of the website
Omniconvert	Session cookies to provide specific web content to relevant users
Response Tap	Adds unique phone numbers so that calls derived from the website can be tracked

Our Sites uses analytics services provided by Google.com, Facebook.com and Responsetap.com. Website analytics refers to a set of tools used to collect and analyse anonymous usage information, enabling us to better understand how our Sites is used. This, in turn, enables us to improve our Sites and the products and services offered through it. You do not have to allow us to use these Cookies, however whilst our use of them does not pose any risk to your privacy or your safe use of our Sites, it does enable us to continually improve our Sites, making it a better and more useful experience for you.

The analytics service used by our Sites use analytics Cookies to gather the required information.  The analytics services used by our Sites uses the following analytics Cookies:

Name of Cookie	Purpose & Type
Universal Analytics	These Cookies identify user sessions, passing information back to Google Analytics. With this  information, we can improve the website experience.
Facebook Pixel	This Cookie identifies user sessions, passing  information back to Facebook’s advertising platform. This allows us to communicate the latest offers and events via Facebook and Instagram ads.
Response Tap	This Cookie identifies user sessions, passing information back to Response Tap’s reporting platform. This allows us to see which page a user  made a phone call from.

5. DBM

What Cookies do we use in our Direct Booking Manager?

We use the following Cookies:

Strictly necessary Cookies

We only need JSESSIONID in the OBM

Analytical/performance Cookies

They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily. These cookies are only used by Guestline engineers and are only for internal use for tracking and reporting Analytical/performance and are ai_session and ai_user. They cannot be shared or accessed outside of Guestline

Functionality Cookies

Not used by Guestline

Targeting Cookies

Not used by Guestline

Where can you find more information?

You can find more information about the individual Cookies we use and the purposes for which we use them in the table below:

Cookie	Name	Purpose
Java session	JSESSIONID	This Cookie will track the users purchase/s through the buying journey on the site. From initial product selection to final check out.   This Cookie is essential for our site to work.
Application Insights	ai_session	This just tracks an individual session.
Application Insights	ai_user	This is a prevention mechanism Cookie.

6. Control

In addition to the controls that we provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all  Cookies or only third-party Cookies. By default, most internet browsers accept Cookies but this can  be changed.

The links below provide instructions on how to control Cookies in all mainstream browsers: Google Chrome:

https://support.google.com/chrome/answer/95647?hl=en-GB

Microsoft Internet Explorer:

https://support.microsoft.com/en-gb/topic/how-to-delete-cookie-files-in-internet-explorer-bca9446f-d873-78de-77ba-d42645fa52fc

Safari (macOS):

https://help.apple.com/safari/mac/8.0/en.lproj/sfri11471.html

Safari (iOS):

https://support.apple.com/en-gb/105082

Mozilla Firefox:

https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop

Android:

https://support.google.com/chrome/answer/95647?hl=en&co=GENIE.Platform%3DAndroid

7. Changes to this Cookie Policy

We may alter this Cookie Policy at any time. Any such changes will become binding on you on your first use of our Sites after the changes have been made. You are therefore advised to check this page regularly.

In the event of any conflict between the current version of this Cookie Policy and any previous versions, the current provisions in effect shall prevail unless it is expressly stated otherwise.

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Acceptable Use Policy

1 Introduction

1.1 This Acceptable Use Policy governs how the Subscriber and its Authorised Users may access and use Guestline’s Services.
1.2 Except to the extent otherwise defined herein, defined terms used in this Acceptable Use Policy will have the same meanings given in the main subscription agreement entered into between Guestline and the Subscriber pursuant to which Guestline provides the Subscriber with certain Services (“Subscription Agreement”) and the same rules of interpretation contained within the Subscription Agreement will apply to this Acceptable Use Policy.
1.3 For the purpose of this Acceptable Use Policy, “Virus” means any virus, disabling code (including code intended to limit or prevent any use any software or system) or other malicious software (including malware, trojan horses, worms, adware, ransomware and spyware) which is designed to adversely affect the operation of any computer software, hardware or systems.
1.4 The Subscriber and its Authorised Users are only permitted to use and access the Services for the Permitted Purpose and in accordance with the terms of the Subscription Agreement. Use of the Services (or any part) in any other way, including in contravention of any restriction on use set out in this Acceptable Use Policy, is not permitted.

2 Restrictions on use

2.1 As a condition of use of the Services, the Subscriber (on its own behalf and on behalf of its Authorised Users) and each Authorised User agrees not to use the Services nor permit them to be used:
2.1.1 for any purpose that is unlawful under any applicable law or prohibited by this Acceptable Use Policy or the Subscription Agreement;
2.1.2 to commit any act of fraud;
2.1.3 to distribute any Virus;
2.1.4 to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (‘spam’);
2.1.5 to simulate communications from Guestline or any of Guestline’s Affiliates or another service or entity in order to collect identity information, authentication credentials, or other information (‘phishing’ or ‘spoofing’);
2.1.6 in any manner that disrupts the operations, business, equipment, websites or systems of Guestline, or any of Guestline’s Affiliates, or any other person or entity (including any denial of service and similar attacks);
2.1.7 in any manner that harms or may endanger minors or any other person;
2.1.8 in connection with any service, use or purpose where the failure of the Services (or any part) may endanger the health or life of any person or cause damage or loss to any tangible property or the environment;
2.1.9 to engage in, promote or encourage any unlawful or illegal activity;
2.1.10 to represent or suggest that Guestline or any of Guestline’s Affiliates endorses any other business, product or service;
2.1.11 to gain unauthorised access to or use of any computers, data, systems, accounts or networks of any person or entity;
2.1.12 to access the Services in order to build a similar or competitive product or service or copy any ideas, functionality, or features of the Services;
2.1.13 in any manner which may impair any other person’s or entity’s use of, or the availability, reliability, stability or accessibility of, the Services or use of any other services provided by Guestline to any other person or entity;
2.1.14 to attempt to circumvent any security controls or mechanisms, or otherwise attempt undermine the security or integrity of Guestline’s systems;
2.1.15 to attempt to circumvent any password or user authentication methods of any person;
2.1.16 in any manner inconsistent with the Service Documents or other instructions provided by Guestline from time to time;
2.1.17 to modify, copy, adapt, reproduce, disassemble, decompile or reverse engineer the Service Software or any part of Guestline’s systems (except to the extent that such restrictions are prohibited by applicable law); or
2.1.18 to perform monitoring or testing without Guestline’s prior written consent.

3 Subscriber data and communication standards

3.1 Any Subscriber Data or communication made on or using the Services by any person or entity must conform to appropriate and lawful standards of accuracy, decency and lawfulness, which shall be applied at Guestline’s discretion, acting reasonably. In particular, the Subscriber warrants and undertakes that any Subscriber Data and each such communication shall at all times be:
3.1.1 submitted lawfully and without infringement of any Intellectual Property Rights of any person or entity;
3.1.2 free of any Virus (at the point of entering the Services or Guestline’s systems);
3.1.3 factually accurate and not deceptive;
3.1.4 provided with the necessary consent of any third party;
3.1.5 not defamatory or likely to give rise to an allegation of defamation;
3.1.6 not obscene, seditious, vulgar, pornographic, sexually explicit, discriminatory or derogatory;
3.1.7 not abusive, threatening, offensive, harassing or invasive of privacy;
3.1.8 not racist, sexist or xenophobic;
3.1.9 not liable to offend religious sentiments or deeply held beliefs; and
3.1.10 unlikely to cause offence, embarrassment or annoyance to any person.

4 Linking and Intellectual Property Rights

4.1 As a condition of use of the Services, the Subscriber (on its own behalf and on behalf of its Authorised Users) and each Authorised User agrees not to:
4.1.1 create a frame, mirror, or any other browser or border environment around the content of the Services (or any part);
4.1.2 use or display Guestline’s trade marks, logos or trade names in any manner without Guestline’s prior written permission; or
4.1.3 remove or alter any copyright notices or other proprietary notices relating to any of Guestline’s Intellectual Property Rights.

5 Non-compliance

In addition to all other rights, remedies and measures which are specified in the Subscription Agreement, Guestline may in its sole discretion restrict or suspend a Subscriber’s access to, or use of, the Services and/or Guestline’s systems in the event of any actual or suspected non-compliance with this Acceptable Use Policy by the Subscriber.

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Guestline Terms and Conditions

General Service Description - Advanced Conference and Banqueting

About

Advanced Conference & Banqueting Overview

About this document

Terminology within the module

Group Mode

Report Outputs

Documents

Events

Diary

Create/Edit Event

Enquiries

Delegates

Event Billing

Event Billing with Invoice Hygiene

Event Billing with Address Flow Enhancements

Compliance with Kassensicherungsverordnung (KassenSichV)

Event Reports

Operational Reports

Revenue Reports

Function Reports

Operational Reports

Revenue Reports

Config Reports

Configuration CB

Attributes

Cancellation Codes

Checklist

Departments

Diary Custom Order

Document Groups

Event Types

Enquiry Close Codes

F&B Items

F&B Menus

Function Templates

Function Types

Attributes

Ini Settings

Internal Addresses

Layouts

Location Types

Mandatory Fields

Misc. Resource

Quick Notes

Rate Plans

Rooms

Status Codes

Other Areas

Template Editor

User Setup

User Logs

API

*Web Enquiries

Other Methods

General Service Description - CRS

About

CRS Overview

About this document

Terminology within the module

Group Mode

Report Outputs

Reservations

Reservation Overview

Search

Rate Search

Web Enquiries

Brochure Requests

Batch Printing

Enquiries

Groups

Property

Search

Groups

Types

Regions

POI Details

Virtual Availability (when Virtual Properties are enabled)

Reports

Event Billing with Invoice Hygiene