FAQs
What is the Update Log?
This log stores information of updates loaded into the STAAH system and pushes them out to the respective OTAs. If you have any further questions about update logs, please contact your local Partner Services Team.
What Does OTA Stand For?
OTA stands for Online Travel Agency.
Stop Bookings After a Certain Time
Properties have the ability to apply a Stop Sell in STAAH. This will automatically push a Stop Sell to the selected channels/rate plans, which will make these deals unbookable.
How Do I Release a Room That Has Been Cancelled?
You can learn how to cancel a booking here. This should readjust your commission to the property and the room should be released.
How Do I Print My New Booking?
This can be done in your STAAH extranet. To print booking info from STAAH this can be done via the bookings tab module. Select the applicable Booking ID>scroll down>print. \
Monthly Rate View
Properties have the ability to view rates for a specific Rate plan or Channels. Additionally, that property can select the month they want to view. To view further dates within the month, the property can use the arrow to scroll.
How Do I Modify a Booking on Convertdirect Booking Engine?
Currently, this needs to be manually updated by the property in PMS or directly in STAAH. We are looking at the option of implementing for Instant BE a Manage booking option for clients, where they can login to modify/cancel bookings. This feature is ...
How to Make It Clear We Accept Children as Guests?
You will need to change your inclusions, which you can do by editing the inclusions description in your rate plan. To see how this is done, watch the video below. When your rates page appears, guests will be able to see the updated room description ...
Instant Website Tab Module
This tab is for clients who have subscribed to the STAAH Instant website. If you are not subscribed to this service and select this tab, this will display information about the InstantSite. If you would like a demo, please contact our sales team.
Where Do I Find Payment Details for Bookings?
If you are looking for details on payments at the time of booking, Payment Terms are set up in the ConvertDirect Booking Engine. They are to be accepted before the booking is completed, as detailed here. To retrieve details about payments that have ...
Export Email Addresses
STAAH has provided the ability for properties to export booking information via the Bookings tab module for a 3 month period (Bookings tab > select dates of the information you want to export > Export). This will export all booking details that are ...
Double Booking & Overbooking
Double Booking ( also known as Overbooking or a double up of accommodation) is known as an issue when a room is not available and a booking has been received. Our team will be able to assist with investigating this for you. Please contact your local ...
What Is the Difference Between Master Rate and Rate Plans?
Master Rates is a tool that allows a property to select a Rate Plan new/existing as a Master, with various Rate Plans linked to STAAH as Child to the Master. When Rates are changed for the Master, the Child Rate Plans are automatically derived based ...
How Do I Set up Agoda Private Sale?
Agoda Private Sale (APS) is a feature of the channel and available on the channel extranet or by contacting the the Agoda support team. This feature promotes properties to Agoda’s registered members through deals and offers. For further information ...
How Do I Re-Post A Booking?
All Bookings received through the channel manager are stored in STAAH and posted to your property management system (PMS), given that your PMS supports this functionality. If for any reason, you have not received the booking in your PMS and you can ...
How Do I Load Availability for Next Year?
Go to INSTANT > find BULK UPDATE > Select AVAILABILITY Select the ROOM TYPES you want to update > click NEXT Select the DATE RANGE you want to update > click NEXT Fill AVAILBILITY is all boxes for all days of the week > Click FINISH Please be sure to ...
How Do I Delete a Room?
Room Types once setup and connected to Rate Plans may be mapped to OTAs and the property’s own website. Should you require a Room Type to be deleted or removed, it is important that all linking and mapping to rate plans and OTAS is first removed. For ...
Forgot Access Key – How Does It Work?
If you cannot find your access key, you can reset your own Access Key via the STAAH Instant Extranet. The access key is required for retrieving credit card information from STAAH Instant > Bookings To reset your Access Key: Go to the SETTINGS icon > ...
Currency Seems Wrong – What Do I Do?
The Base Currency of your setup in STAAH is usually in the local currency of your country. In some cases the setup in STAAH maybe based on USD or GBP for example and the channel may be showing local currency. In this case, multipliers are setup in ...
What Is Close to Arrival? How to Apply Close to Arrival?
A Close to Arrival is a restriction that is applied to a rate plan and limits the booking of arrival on that date. For events like Christmas, this feature helps properties which avoid check-ins on these days. Watch our video to learn how to apply ...
Why Can’t I Change or Update Availability in STAAH?
If you are using a Property Management System (PMS), you will not be able to modify the availability in STAAH. This is because, your availability is being sourced from the PMS and you cannot manage it from STAAH directly. If you usually manage your ...
Can I Take All Rooms Offline?
STAAH Channel Manager is designed to always update the channels with whatever availability it has. As long has STAAH has availability it will update the channels. Should you want to take all your rooms offline OR clear all your availability, you may: ...
Can I Remove A Channel?
Are you looking to discontinue/disconnect a channel? break your connection with an OTA? Remove a channel interface / connection? In order to do so: Please email your local Partner Services Team and let us know, which channel you are wanting to ...
Can I Manage the Number of Rooms Available?
The Channel Manager stores availability by Room Type. This availability might be sourced from a Property Management system OR be loaded manually. The total number of rooms available per Room Type will be provided to all channels connected to that ...
Reset the Password / Forgot Password
If you have forgotten your login password/user password to log into your channel manager or if it is an invalid or incorrect password, you may change your password using the FORGOT PASSWORD link. This will generate a password link to your email ...
Add New Room to Booking.com
Adding new Rooms on OTAs is done directly on the OTA extranet. When creating the new room you are required to add information about the Room (Name, description, occupancy details, how many people included in the rate as well as images. Once the room ...
Add New Channel or Connect to New OTAs
Looking to connect with another channel, such as Agoda? STAAH is integrated to and can connect to several channels (OTAs) for you. The updated list of the channels we connect to is always available on our website. Adding a new channel to your listing ...
What is Close to Departure? How to apply Close to Departure?
A Close to Departure is a restriction that is applied to a rate plan and limits the booking of departure on that date. For events like Christmas, this feature helps properties which avoid checkouts on these days. Watch our video to learn how to ...
Changing Extra Person Rate
Looking for how to set or update an Extra Person Rate on the Booking Engine? An extra person may be an adult or child. Extra guest rate is setup in STAAH and found in the Rate Plan tab (Setup > Rate Plan). All Rate Plans in STAAH will be listed ...
How Do I Change Username to Access My Account as I Am a New Owner?
This is updated by the STAAH team, please contact your local Support team.
How Do I Update Seasonal Pricing? How Do I Change Prices for Different Seasons?
We do not have a season option for STAAH Instant, though this can be done on STAAH MAX. To view a demo and enable STAAH MAX to change rates for the next season, contact your local STAAH support team. On Instant, you will need to load Rates via the ...
How Do I Change Phone Number?
Property contact details are setup in STAAH via the Contact Details tab (Setup > Property > Contact Details). Here, you have the ability to update your contact phone number. This information is displayed on the STAAH Convert Direct Booking Engine. To ...
I Can’t See Guest Information or Guest Name
Please refer to this GDPR article. To view their full details, you need the access key.
Can I Have Different Rates for Different Channels?
Properties have the ability to load rates for different Rate Plans that are linked to the respective channels. For further information on changing rates, you can view the following articles. Bulk Update: Making Uploads Easy How Do I Change Prices?
What is a Booking List and where can I find this in STAAH?
A booking list is a list of all your online bookings. This is the tab where you can find all relevant information to bookings made via the STAAH Booking Engine and Channels managed by STAAH. Please watch the video to learn how to find the booking ...
If a Booking Is Cancelled by Guests Is It Automatically Changed on STAAH?
When a booker has cancelled a booking via an OTA, this will be sent to STAAH. Once sent to STAAH, this will then update the booking status in STAAH as a booking cancellation.
How Do I Block My Rooms from Being Available on the Channels or Block Bookings?
The best way to block availability for any room on Channels is to use the Stop Sell facility. Ensure you specify the Channels you want to apply Stop Sell to.
Tax on Tax Feature
This feature only applies on STAAH ConvertDirect Booking Engine for properties in the UAE market. What is Tax on Tax? In UAE, there are 3 types of applicable taxes on room rate: Municipality Tax @ 10% Service Charge @ 10% VAT @ 5% VAT tax also ...
How Do I Take a Room off My Site?
Want to take a Room off your own website booking engine or close a Room Type? Any Deal can be hidden from the Booking engine by simply un-ticking the ‘Apply to Booking Engine’ tag in the Rate Plan Setup. Go To SETUP > RATE PLANS > Find the Rate Plan ...
What Is an Inclusion? / How Do I Edit Inclusions in the STAAH Booking Engine?
An inclusion is a feature that is included in the Rate Plan. The inclusion text for the STAAH Booking Engine is set up in the Rate Plan setup. For dates where the inclusion text is different compared to most days of the year (i.e New Years eve), this ...
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