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The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C.

and their affiliates and should not be


reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 1


MLT Vacations - NAFS
Table of Contents
Program Summary ........................................................................................................................................................................................ 2
Program Overview .................................................................................................................................................................................... 2
Account Manager ...................................................................................................................................................................................... 2
Program Details ............................................................................................................................................................................................ 3
Pricing ....................................................................................................................................................................................................... 3
Content ...................................................................................................................................................................................................... 3
Images and Virtual Tours .......................................................................................................................................................................... 3
Taxes ......................................................................................................................................................................................................... 3
Automated Reservation Process ................................................................................................................................................................ 4
Star Rating ................................................................................................................................................................................................ 4
Benefits of Participation ........................................................................................................................................................................... 4
PMS Opera ................................................................................................................................................................................................ 5
Reserve...................................................................................................................................................................................................... 6
Inventory and Deployment........................................................................................................................................................................ 6
Front Desk Procedures .................................................................................................................................................................................. 7
Pre-Arrival ................................................................................................................................................................................................ 7
Check-In.................................................................................................................................................................................................... 7
Check-Out ................................................................................................................................................................................................. 7
Cancellation Policy ................................................................................................................................................................................... 8
No Show Policy ........................................................................................................................................................................................ 8
Payment .................................................................................................................................................................................................... 8
For Assistance ........................................................................................................................................................................................... 8
Frequently Asked Questions ......................................................................................................................................................................... 9








Development Plan
Development Plan Standard Operation Procedures



The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 2


Program Summary


Program Overview

MLT Vacations is a wholly owned subsidiary of Delta Air Lines. They offer vacation packages to consumers
throughout the US and Canada. They are distributed through travel agent websites, call center, airlines websites,
and brand-specific consumer web sites.

There are three major airline packages vacation brands:
Delta Vacations
Continental Vacations
United Vacations

Reporting for MLT Vacations reservations can be accomplished via a CR# report:
CR# 73759 Packages
CR# 73758 Room Only



Account Manager

Hyatt Sales Account Manager:
Ellen Schuster 1-561-482-2977
Ellen.Schuster@hyatt.com





The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 3
Program Details


Pricing
Below is a summary of the correct inventory and rate set-up:

Market Category Rate Plan
Program
WHLS
WNET IPRTF Room Only 15% margin
NETP
IPRPP
IPRPK
Package 25% margin
20% margin ARUBA & CURAC

Hyatt provides MLT Vacations with a net rate, which is then marked up and distributed to consumers. As
compensation for the sale of Hyatt rooms, MLT Vacations retains the margin. The margin is calculated as: (MLT
Vacations Selling Price Net rate) / MLT Vacations Selling Price.

MERCHANT MODEL:

MLT Vacations adds a margin of no more than 15% to the net rate provided by Hyatt for all hotels worldwide for the
room only product. MLT Vacations also offers a B2C package product with a margin of no more than 25% (20% for
ARUBA and CURAC). MLT Vacations does not pay for any resort fees; these should be billed to the individual
guest.

Full Service North America: For full service hotels in North America, the merchant rate is sold as IPRTF rate
plan, WNET category, and WHLS market. This rate is dependent on the deployed DPS and when marked up
should be equal to or higher than the Hyatt Daily Rate (RACK).


Content
Hyatt provides a Lanyon content file to MLT Vacations. To change your hotel content, please contact your Data
Services representative. MLT Vacations also loads static content, to update the static content please contact Emily
Gums egums@mltvacations.com.


Images and Virtual Tours

Images can be changed by contacting MLT Vacations Emily Gums- egums@mltvacations.com.

Virtual tours are not currently coordinated by Global Hyatt nor MLT Vacations.


Taxes
Tax information is updated weekly. For any discrepancies, contact your Data Service representative.





The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 4
Automated Reservation Process
Reservations enter Reserve through HBSi, a third party intermediary.



Star Rating

MLT has its own rating system and they tend to be more conservative. If the hotel does not agree with the rating,
please contact Emily Gums MLT Vacations egums@mltvacations.com.


Benefits of Participation
Hyatt receives the following benefits through its participation with this rate:

Reaches a wide Internet audience.
Provides incremental revenue prior to guest check-in.
Properties have complete control over rates and inventory.
Seamless processing of reservations into RESERVE via HBSi (third party intermediary)



The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 5
Program Setup

PMS Opera

Rate Code
Build all the Rate Codes with Dependents
Steps: Configuration
Rate Management
Rate Classifications
Rate Codes
Add all the dependents for each IPRTF, IPRPK, IPRPP
Market = WHLS
Leave the sequence blank
The Rate Categories are WNET (IPRTF) and NETP (IPRPP & IPRPK)
Select: Non Commissionable for all Rate Codes
Select for all Rate Headers:
- Discount
- Membership

Add corresponding Room Types on Rate Details tab

OXI translation on the header :
Interface ID is SPIRIT
External System Value should match the OPERA rate code with DPS

Company Profile Default Routing

Attach Routing Instructions to both CR73759 and CR73758
Steps: PMS
Reservations
Profiles
Search for both CR#s under Corp No
Edit
More Fields





Select RT from the Routing Instructions drop down
Auto Populate Yn box should be checked
Select CL for the payment






The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 6
Ensure both Company Profiles (CR73759 and CR73758) have default Routing Instructions with correct A/R
account. All reservations will be booked through Reserve with DB/MLT01, however, Opera will only allow that
DB to be attached to one company profile.

To invoice MLT for both products (CR#s) we will utilize the Site ID on the company profile in Opera to link back
to the MLT account. Your site ID for each CR# can be found in the accompanying excel file labeled MLT
Site ID by Hotel and CR and also at the bottom of this document.

Company Profile setup:
CR73759 AR MLT001 - (8 Digit Site ID)*
CR73758 AR MLT002 (8 Digit Site ID)*
*Each site ID is unique to the hotel and the CR#

Note: In order to check-out a guest, there must be an AR account attached to each company profile.

Reserve

Dependent % off of RACK A-T

Market Category
Rate
Plan
Program
WHLS
WNET IPRTF Room Only 15% margin
NETP IPRPP Package 25% margin
NETP IPRPK
Package 20% margin for
ARUBA and CURAC only

Non Commissionable


Inventory and Deployment
Hotel must ensure inventory exists for WNET and NETP category in eFLEX






The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 7
Front Desk Procedures
Pre-Arrival
o Reservations should be handled just as all wholesale reservations are handled.
o Its recommended that you add this to the daily checklist, both AM and PM, to verify that all reservations
are set up for direct billing.

Check-In
Guest interaction during the check-in process should be handled as follows:
Confirm the guests identification compared to the information on the MLT Vacations booking.
Confirm to the guest the departure date and non-refundable pre-payment, should they choose to depart
early. Early departures forfeit remaining room and tax credit.
Collect guest address and phone number information at check-in.
Front Desk Registration Agents should obtain a separate credit card or an additional deposit for incidental
charges. Create a second window for guest incidental charges.
Resort Fees are NOT collected by the third party therefore, these charges must go on window one for
the customer to pay at check-out.
Any mandatory fees charged on free nights are NOT collected by the third party therefore, these
charges must go on window one for the customer to pay at check-out.
MLT Vacations will charge customers a processing fee for cancellations or changes, per the Cancellations,
No-shows, and Changes section below. Requests for refund should be forwarded to MLT Vacations
Customer Service.
Gold Passport points are not available for room and tax charges for MLT Vacations rates, and there is no
tier credit. However, points may be earned on incidental charges.
Room and tax should be charged to MLT01 or MLT02
At check-in, the front desk personnel should be aware of the following restrictions:
Under no circumstance should anyone disclose the MLT Vacations rate in the reservation system to the
customer. If asked, the front desk personnel should reply that the rate has been pre-paid via the third party
site they booked the reservation with and that rate is not available.
MLT Vacations customers who wish to extend or modify their stay are subject to prevailing rates and
availability. Do not offer the MLT Vacations rate for additional nights. Make sure routing is adjusted so
the guest will be charged for any additional nights

Check-Out
Upon check out, the guest should only be billed for all incidental charges. Only the nights booked by MLT
Vacations should be direct billed (room and tax only) ***Resort Fees are to be paid by the guest, NOT direct
billed to MLT Vacations***

Follow standard check-out procedures, checking out both Windows 1 and 2. Incidentals should be settled by a
separate credit card or cash/check because they are not included in the Direct Bill to MLT Vacations.




The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 8
Cancellation Policy
The MLT Vacations cancellation policy is provided from the Reserve database and has been communicated to MLT
Vacations.

Guests must go through MLT Vacations to cancel their reservations. Hyatt cannot cancel the reservation for the
guest. MLT Vacations may charge the guest a penalty for cancellations based on the hotel cancellation policy within
the Reserve database. Hyatt does not receive any payment for cancellations outside of the cancel policy.


No Show Policy
All reservations are fully paid in advance from the guest (similar to other OTAs) to MLT Vacations. In the event of a
no-show, MLT Vacations should be billed for one nights room and tax (excluding resort fees). If the rate is non-
refundable, MLT Vacations should be billed room and tax (excluding resort fees) for the entire stay.

Payment
Charges must be applied to the DB (MLT01 or MLT02) code contained in the guarantee field of the reservation. Ensure
routing is setup per the company profile (reference Opera settings above).
Cancellations may be charged appropriate cancellation fee at time of cancel. (Refer to the Cancellations, No-shows, and
Changes section for more details).
Hotels can send invoices to: accountspayable@mltvacations.com

For Assistance
If you have any questions about Reservation Sales, please contact:
Omaha Customer Service at 1-402-592-6462

MLT Vacations Reservation Assistance:
701-420-6100

MLT Vacations Billing Assistance:
Billinginfo@mltvacations.com
Fax: 651-367-8736



The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 9
Frequently Asked Questions
What if a customer calls and asks about this rate?
You can assure all callers that Hyatt has a relationship with MLT Vacations. Here's what you might say to
customers asking this question: "Yes, Hyatt is a participating partner with MLT Vacations Merchant Model. Any
reservations made using their service are just as valid as reservations made using other methods."

What if a customer with a reservation at this rate asks what the rate is?
Say, "Since your reservation was prepaid, I do not have that information." Do not quote the rate to the
customer! MLT Vacations rates are flagged as confidential in Reserve, and in this way are similar to
Wholesaler rates. If the customer has further questions about the rate, you can refer them to MLT Vacations
Customer Service (see number under Need Assistance? section).

Can I change or cancel reservations that have this rate?
MLT Vacations does not allow their customers to make changes to their reservations. You must refer the customer
back to the MLT Vacations customer service department if they would like to make any changes to their
reservation. The only exception is that you may add or change Special Request Codes on the reservation.

Listed below are guidelines for any changes.
Name changes or additions: Since the reservations are pre-paid, name changes will not be allowed. All
requests for name changes need to go through MLT Vacations Customer Service.
Early arrivals or extensions of a stay: You may extend room nights to a reservation by selling another
page and confirming any available and applicable rate (You may not offer the MLT rate). Guests credit
card must be added to the second page. Use the itinerary function to link reservations.
Reduction of nights: Guest should be referred back to MLT Vacations Customer Service.
Special request codes: You may add or change request codes for MLT Vacations reservations.

How do I track production of this program?
Reporting for MLT Vacations reservations can be accomplished via a CR# report, using the following CR#s:
CR# 73759 Packages
CR# 73758 Room Only

How can I update or change my hotel information on this site?
To change hotel information, please contact your Data Services representative

How do I add/delete room types?
To add or delete room types, contact your Data Services representative.

What if I need to close my hotel in this program?
To close out inventory for MLT, shut down inventory in Reserve/eFlex for the WNET/NETP category.

How do I handle the Relocation of guest?
Follow your standard hotel relocation procedures.



The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 10

Can I change the discount that I sell on this program to be more aggressive?
Discount amounts can be changed on the package path only, not room only.

Am I required to provide this program selling parity with the Hyatt.com rate?
No

Does this channel benefit the Most Favorite Nation term?
No

What do I need to do to make sure my hotel is taking advantage of this program?
Shop your competition regularly and stay in close contact with your MLT Vacations Market Manager to ensure that
they are aware of any need periods.
You can also contact the Hyatt corporate account manager for assistance in developing a strategic plan.

What if a hotel representative calls asking more about this rate or program or need escalate issues?
For Connectivity Questions: electronicdistribution@hyatt.com
For Data Services: Datasvcs@hyatt.com (located at Omaha Reservation Center)




The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 11


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The information contained herein is confidential and proprietary of Hyatt Corporation, Hyatt Franchising, L.L.C. and their affiliates and should not be
reproduced or distributed without the expressed authorization of Hyatt Corporation or Hyatt Franchising, L.L.C.
June 2012 - 12
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