Always willing to answer your questions


A team of professional support agents to clear
all your doubts

Below we have listed the answers to some of the most common questions our clients ask. If you have a query that is not answered below, please do not hesitate to contact us.

What products and services are available?

We have a Global Product Offering including over 72,000 hotels (from budget to luxury), self-catering establishments, attraction tickets, excursions, transfers and rental cars. All products are available via our website www.bedsonline.com and/or through host to host connectivity. For details, contact Agency Support at 866-246-2779.

Does it cost anything to work with Bedsonline?

No, access to Bedsonline inventory is absolutely free! You must be registered and possess the bona fide credentials of a travel industry professional (Licenses accepted ARC, IATA, CLIA, TRU).

How do you register with bedsonline?

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Why is a W-9 form required to register?

If your agency is based in the USA, the IRS requires us to obtain your completed W-9 form/Federal tax ID # in order to pay commission to you/your agency.

How long does it take to process my online registration?

Once we have received all required information, the process is normally completed within 3 business days. The registration request must pass a compliance check by our Legal team. Once approval has been received, the account is created. We will send you a Welcome email with your username and password granting you access to our online reservation system.

How much commission are you paying on Retail bookings?

Bedsonline is pleased to offer its travel agency partners a minimum of 14% commission for hotel bookings made through the Bedsonline website and 10% commission for destination services and car rental. Higher commission levels may be available through Preferred Partnerships. For more information on how you can earn higher commission, contact your Strategic Sales Manager (SSM). Contact details are listed further below.

How often are commissions paid?

Commissions are paid via check twice a month after travel has been consumed.

What currencies does the website support?

Specific to Bedsonline North America: If you are a US-based agency rates will display and be charged in US Dollars (USD). If you are a Canadian based agency rates will display and be charged in Canadian Dollars (CAD).

What forms of payment are accepted and how are exceptions handled?

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Will you help me with a 'Special Request'?

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How do you modify a reservation?

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What is the cancellation policy for all bookings?

Most hotels allow you to cancel your bookings up to 3 days prior to arrival. The Florida Homes product is typical to be 30 days prior to arrival. However, cancellation policies do vary by destination and product, please refer to specific cancellation policies noted on the invoice once the booking is made.

NOTE: Agents are now able to cancel reservations on Day of Arrival up until 11:59pm (Hotel penalties apply)

What is the maximum number of rooms that can be booked?

The maximum number of rooms that can be booked in one reservation session is 5 per hotel however Agency Support is happy to request additional Rooms offline – up to 10 rooms total. Simply email the details of your request to: usa.can@bedsonline.com and our Agency Support team will contact you as soon as they receive the response from the supplier.

How does the Bedsonline charge appear on the client’s credit Card statement?

Our credit card merchant is World Pay – the name that appears on the statements should be Bedsonline.

What should I enter in the 'Agency Reference' field?

The Agency Reference field is for your personal use, you can enter anything. However, if you don’t have a booking reference we recommend entering your name. It is a mandatory field so you must enter something.

Can I add an additional mark-up or Agency Service Fee to a booking?

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Do you have a customer-friendly Invoice/Receipt?

Yes, you will be able to print/email a customer-friendly invoice/receipt from the Booking Administrative Panel. If payment is still pending, the invoice/receipt will denote 'Payment Pending' in the background.

Once the booking is paid in full, you will be able to print/email the final Customer Receipt and Voucher from the website. If you opt to add an 'Administrative Fee' the customer receipt will reflect the marked up amount.

What exactly is the 'Book Now, Pay Later' option?

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Can I pay the NET price?

Yes, follow the booking process until the very end and this option will be given in the final payment process.

Can I sell your products via my website (XML connectivity/White Label)?

Yes. Bedsonline has a dedicated team to assist you in integrating your system with Bedsonline via host to host xml connectivity. Seamlessly, offer the Bedsonline product portfolio direct to the public via your own branded website or provide agent access via your own intranet portal giving you greater control over your business. Please refer to the chart below for the Strategic Sales Manager (SSM) handling the state in which your headquarters is located.

Do you price match?

Bedsonline strives to negotiate the Best Product at the Best Price. Apples to apples, if you find a cheaper price for the same product, please let us know! We will do our best to Price Match whenever possible. Feel free to email screenshots, invoice or other verifiable proof of the Competitor’s pricing to pricematch@bedsonnline.com or contact your Strategic Sales Manager (SSM) during regular business hours: 8:00am-5:00pm, M-F for further assistance. Refer to the chart below for the SSM handling your area.

Do you offer special Travel Agent rates?

Bedsonline offers a wide variety of products and services at already discounted rates. Agents are encouraged to book via the website and pay the Net Rate during the payment process.

Do you work with Groups?

Yes. We have a Groups division in the company. Feel free to contact your Strategic Sales Manager (SSM) during regular business hours: 8:00am-5:00pm, Monday-Friday for further assistance. Refer to the chart below for the SSM handling your area.

Can my agency logo be added to the vouchers?

Yes. Feel free to contact your Strategic Sales Manager (SSM) during regular business hours: 8:00am-5:00pm, Monday-Friday for further assistance. Refer to the chart below for the SSM handling your area.

Can customers earn loyalty points if their reservation is booked through Bedsonline?

Hotel loyalty program membership numbers can be added to a booking; however it is at the discretion of the hotel whether or not they will honor them.

Do you offer training on how to use your website?

Yes. We offer numerous training opportunities. Please email training@bedsonline.com for a list of upcoming sessions.

Or, feel free to contact your Strategic Sales Manager (SSM) during regular business hours: 8:00am-5:00pm, Monday-Friday for further assistance. Refer to the chart below for the SSM handling your area.

Can consumers access the Bedsonline booking engine?

No. The Bedsonline booking engine is exclusively for Travel Agents. We do, however, provide you with useful tools that allow you to easily market Bedsonline products to your clients. For example; Email Hotel and Destination Service information directly from our website. Or try our “Compare and Share” function for Hotels.

Who do I contact if I still have questions?

See below for Bedsonline contact details. We welcome the opportunity to service you.

DEPARTMENT TOPICS HANDLED TELEPHONE FAX EMAIL HOURS
Inside Sales Registration, Username/Passwords, Account setup, Training, Website errors, Commission Payments. 866-246- 2779 407-352- 7813 InsideBOL@bedsonline.com 9:00am-9:00pm EST Monday-Friday
Agency Support Pre/post travel inquiries, special requests, Hotel/Service description clarification, Resort fee/tax inquiries, Booking errors, Modifications 866-246- 2779 407-352- 7813 usa.can@bedsonline.com 9:00am-9:00pm EST Monday-Friday
Emergency Support In destination emergencies 877-499- 1020 This number is for in destination emergencies only 24hrs a day, 7 days a week

STRATEGIC SALES MANAGER/TERRITORY
Maryalice Golinsky Sales Manager -Canada, West Direct Cell: 778 522-4431 mgolinsky@bedsonline.com
Kenneth McMillon Sales Manager- USA, South Direct Cell: 407 308 8789 kmcmillon@bedsonline.com
Zehava Bitton Sales Manager – USA, West Direct Cell: 321 240 9244 zbitton@bedsonline.com
Stephanie Governali Sales Manager – USA, East Direct Cell: 407 575 2878 sgovernali@bedsonline.com
Angie Sievers Sales Manager – USA, Mid West Direct Cell: 407 437 9226 asievers@bedsonline.com
Carmen Gashnikov Senior Sales Executive – North America (Florida and Puerto Rico) Direct Cell: 407 429 1574 cgashnikov@bedsonline.com
Sterling (Steel) Adams Senior Sales Executive – North America Direct Cell: 407 429 1574 s.adams@bedsonline.com

IMPORTANT EMAIL ADDRESSES
usa.can@bedsonline.com Pre-travel inquiries or requests
feedback@bedsonline.com Post-travel inquiries and refund requests
InsideBOL@bedsonline.com For questions regarding: Registration, Forgot Username/Password.
creditcards@bedsonline.com To obtain form for offline payments such as: Deposits, partial payments, multiple credit card payments or payments with Discover Card.
training@bedsonline.com To receive a list of upcoming training opportunities.
rewardcard@bedsonline.com For questions regarding your Reward Card account or status.
pricematch@bedsonline.com Send screenshots of competitor pricing for specific hotel, dates, category for Price Match consideration.
adminfee@bedsonline.com Send booking #s and amounts to be added as an administrative/service fee.