This Service Level Agreement ("Agreement") is entered into and effective as of 21/Feb/2024, by and between the undersigned entity, hereinafter referred to as the "Hotel" or "Guesthouse" or "Homestay" or "Apartment" or "Alternate Accommodation" ("Provider"), and Reservations.support (www.reservations.support) (a unit of Travelraaptor Hospitality Services), GST No. 05ATCPG4040R1ZN, with its head office in Dehradun, Uttarakhand (248001), hereinafter referred to as "Reservations.support."
In this service agreement, the party contracting to receive services shall be referred to as the "Client," and the party providing the services shall be referred to as "Reservations.support."
Reservations.support is an expert in booking management exclusively with Booking.com and is an MPP (Multiple Property Partner) of Booking.com.
Given this background, the Client desires to have services provided by Reservations.support. Therefore, the parties agree as follows:
1. DESCRIPTION OF SERVICES
Beginning on 21/Feb/2024, Reservations.support will provide the following services (collectively the "Services"):
2. PERFORMANCE OF SERVICES
2.1 Reservations.support will manage the online extranet of booking.com to streamline online bookings from booking.com for the Property. Reservations.support shall implement plans and strategies to help the Hotel generate online bookings and online "goodwill." Reservations.support shall act as a virtual receptionist exclusively for the guests that the Hotel receives via the online travel agent (booking.com).
2.2 Reservations.support is authorized by the Hotel to take an advance of the total booking amount in order to confirm the booking from the guest on behalf of the Hotel. Reservations.support will work with the Hotel staff to determine marketing strategies that will result in a positive online ranking and reviews. Reservations.support shall provide these services at an agreed-upon fee through Reservations.support endeavors.
3. BOOKING CONFIRMATION AND TRACKING
3.1 Reservations.support shall implement a robust booking confirmation and tracking system, including unique booking IDs, digital check-in/check-out records, and guest authentication processes. This will enable accurate tracking and verification of bookings made through Reservations.support.
3.2 While Reservations.support assists in facilitating the booking process, it is the responsibility of the Hotel to ensure a seamless check-in experience and timely service delivery for guests. The Hotel shall make all necessary arrangements and allocate sufficient staff to handle check-in procedures efficiently.
3.3 In the event that a confirmed booking is not honored or if the Hotel fails to provide check-in or the agreed-upon services, despite the availability of room inventory, the Hotel shall bear the responsibility for any associated consequences or liabilities.
3.4 The Client is obligated to promptly communicate with Reservations.support via electronic mail if there are any changes in room inventory availability or if there are exceptional circumstances that may affect check-in or service delivery. However, it is ultimately the Hotel's responsibility to manage and maintain room availability for confirmed bookings.
3.5 Please note that Reservations.support reserves the right to levy charges (the "Booking Amount") to the Client in case of non-compliance with check-in or service delivery obligations by the Hotel.
3.6 The Hotel and Reservations.support shall work together in good faith to ensure a smooth and satisfactory experience for guests, with the Hotel maintaining primary responsibility for check-in and service delivery.
4. COMMISSION STRUCTURE AND PAYMENT TERMS
4.1 Reservations.support shall charge a 25% commission per booking for their services. Hotel partners shall pay commissions to Reservations.support as per the agreed payment terms outlined in this contract. Any discrepancies in commission payments or bookings will be subject to regular audits, reconciliations, and potential penalties for non-compliance.
5. INCENTIVES AND VALUE-ADDED SERVICES
5.1 Reservations.support may offer performance-based incentives or tiered commission structures to encourage hotel partners to drive more bookings through the platform. Reservations.support will also provide value-added services such as marketing support, revenue management, or customer service training to strengthen the partnership and promote compliance with the commission structure.
6. TERMINATION AND PENALTIES
6.1 This agreement can be dissolved by any party for any reason they deem worthy "as on where basis." Penalties for non-compliance with the commission structure or other terms outlined in this contract may include withholding future payments, termination of the partnership, or legal action if necessary.
7.1 Refunds are contingent upon an investigation, and if it is determined that the Hotel has conspired with guests to unlawfully undermine reservations made through Reservations.support and Booking.com, Reservations.support reserves the right to withhold the refund.
8. INDEMNIFICATION AND GOVERNING LAW
8.1 The Receiving Party agrees to indemnify and hold the Granting Party harmless from any liabilities, losses, damages, claims, or expenses (including reasonable attorneys' fees) arising from the Receiving Party's breach, negligence, wilful acts, or violations of laws in connection with the service agreement's subject matter. The Granting Party shall notify the Receiving Party of any claim for indemnification, who shall assume the defence at its expense. Both parties shall cooperate and not settle any claim without prior written consent. Indemnification obligations survive the service agreement's termination or expiration for three (3) years. Any legal disputes arising from this service agreement shall be settled exclusively in the courts of Dehradun.
9. WAIVER OF CLAIMS AND RELEASE OF LIABILITY
9.1 The Property Owner agrees not to hold Reservations.support liable for any claims, demands, actions, or causes of action arising from or relating to the subject matter of this service agreement. Furthermore, the Property Owner hereby waives, releases, and discharges Reservations.support from any and all liabilities, whether known or unknown, in relation to the subject matter of this service agreement. By accepting this service agreement, the Property Owner acknowledges and agrees not to initiate any legal proceedings or make any threats against Reservations.support in connection with the subject matter of this service agreement.
10. EXCLUSIVE RIGHT TO WAIVE CHARGES
10.1 The exclusive right to waive or enforce charges for non-fulfilment of check-ins, regardless of the reasons, is vested solely in Reservations.support. This is subject to the terms and conditions outlined in clause 3 of our agreement.
11. Service Level Agreement (SLA)
11.1 By agreeing to this Service Level Agreement (SLA), the client consents to receiving promotional calls and SMS messages on the provided number, even if they are registered on DND, which may originate from a third-party platform.