Customer Information on Hotel setup

Overview

Use Passenger Information on a hotel to add customer-facing messages that apply when a guest books that hotel (optionally limited by travel dates, booking dates, and room type).

Typical use cases:

• Renovations, pool closures, or seasonal facilities

• Local tourist tax information

• Check-in/check-out rules

• Mandatory terms the customer must acknowledge before booking can be completed

You configure these messages per hotel in the back office:

Hotel → Hotels → open a hotel → Passenger Information

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What the customer sees

Depending on your setup, the Information for customer text can be shown in one or more places:

• In the booking flow in Tourpaq Office (for example when taking allotment)

• In WebBooking, typically in the final confirmation/summary step

• On customer documents (for example ticket/voucher), depending on your configuration

If Acknowledge is enabled, the booking flow requires the user/customer to confirm the message before they can proceed.

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Before you start

Make sure:

• The hotel already has the relevant room types configured (the rule must be linked to a room type).

• You have permission to edit hotel setup.

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Add customer information to a hotel

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1) Open the hotel

1. Go to Hotel → Hotels.

2. Click the hotel you want to maintain.

You are now on the hotel edit page.

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2) Open Passenger Information

1. Open the Passenger Information tab.

You will see a list of existing rules:

• The list is paginated (25 entries per page).

• If there are no rules, you’ll see There are no entries to show.

• Newer entries are shown first.

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3) Choose where the text should apply (Default vs brand)

At the top you can typically switch between:

• Default text: applies across brands

• Brand tabs: only available if the hotel/brand is configured to use custom text

Select the tab you want to edit before creating a new rule.

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4) Create the rule

1. Click Create.

2. Fill in the rule fields.

Fields explained

• From / To (travel dates)

  • Defines the travel period where the message applies.

  • To must be after From.

• Booking Date From / To (optional)

  • Limits the message to bookings created within a specific booking period.

  • Leave empty if booking date should not matter.

• Room type

  • Select which room type the message applies to.

• Information for customer

  • The message shown to the user/customer.

  • Enter the text in the pop-up editor (multi-line supported).

• Acknowledge

  • If enabled, the message becomes mandatory to confirm.

  • The UI shows an info tooltip describing the requirement.

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5) Save

1. Click Save.

Expected result:

• The rule is saved and appears in the list.

• A confirmation message is shown.

If the rule breaks validation rules, you will see a warning message and the rule will not be saved.

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Edit or delete an existing rule

Edit

1. In Passenger Information, find the rule.

2. Click Edit.

3. Update the fields.

4. Click Save.

Delete

1. Click Delete on the rule.

2. Confirm deletion in the pop-up dialog.

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Validation rules (important)

Tourpaq validates the rule before saving:

• From/To is required, and To must be later than From.

• Booking dates are optional. If you leave booking dates empty, the rule is evaluated only by travel dates (and room type).

• Room type is required.

• Duplicate/overlapping rules are restricted when they have the same combination of:

  • travel dates

  • booking dates

  • room type

You can create two rules for the same travel period if they apply to different room types.

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Brand-specific configuration

Some hotels support different text per brand.

• Default text is the shared baseline.

• A brand tab lets you maintain a brand-specific version.

To update brand-specific content:

1. Select the brand tab.

2. Edit or create rules the same way as in Default text.

3. Save.

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Troubleshooting

I can’t save my rule

Check these common causes:

• To date is earlier than (or the same as) From.

• A rule already exists that overlaps with the same travel/booking period and room type.

• A required field is missing (especially From/To, Room type, or Information for customer).

I don’t see a brand tab

Brand tabs only appear when custom text is enabled for that hotel/brand.

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See also

• Hotels

• Hotel Web (general hotel text shown online)

• Customer Information Booking Flow (how acknowledgements are enforced during booking)

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FAQ

What is the difference between “Passenger Information” and “Customer Info” on the hotel Web tab?

• Passenger Information (this page) controls conditional, rule-based messages shown during booking (and potentially on documents), and can require acknowledgment.

• Customer Info on the hotel’s Web tab is general hotel text used for online presentation and/or vouchers depending on configuration. See: Hotel Web

If you’re unsure which one to use, choose Passenger Information when the message must apply only for certain dates or room types, or when it must be acknowledged.

Should I always enable “Acknowledge”?

Enable Acknowledge when:

• The message is a mandatory condition (for example construction notice, local tax, special check-in requirements).

• You want to ensure the user/customer actively confirms they have read it.

Leave it disabled for purely informational notes.

When should I use booking dates?

Use Booking Date From/To when the message depends on when the booking was created.

Example: “Bookings made before 1 May include free dinner.”

If the message should apply to everyone traveling in a period (regardless of booking date), leave booking dates empty.

Can I create the same message for multiple room types?

Yes, but you must create a separate rule per room type.

Why does Tourpaq prevent overlapping rules?

Overlapping rules with identical conditions can lead to ambiguity about which message should apply. The system therefore restricts duplicates/overlaps for the same combination of travel period, booking period, and room type.

What happens if booking dates are empty?

If booking dates are empty, the rule is evaluated using only:

• Travel dates (From/To)

• Room type

I deleted a rule by mistake—can I restore it?

There is no in-page “undo”. Recreate the rule manually with the same dates, room type, and text.

If you need audit/history for who changed what and when, check whether your setup includes an activity log for hotel configuration.