Many of our guests choose to extend their stay or upgrade to a higher room category after checking in, while they are already staying with us. This represents two important aspects: firstly, it reflects the high level of satisfaction our guests have with our services and facilities. Secondly, it presents a significant opportunity for Evolve Back Resorts to increase revenue by filling rooms that might otherwise remain vacant on those days.

Therefore, it is imperative that we establish a clear and streamlined policy to accommodate such requests with minimal obstacles and delays. Furthermore, our operations team should be authorized to handle, process payments, and confirm these requests promptly, without necessitating guests to wait or contact the sales team for assistance. Evolve Back Resorts prides itself on being a world-class service organization, and our policies and procedures should guarantee swift, timely, and efficient service to our guests.

Our 'Resort Stay Extension' and 'Resort Room Upgradation' policy empowers our operations team to efficiently manage the above requests.

RESORT STAY EXTENSION

When an In-house guest staying at our resort chooses to stay for additional nights and thus extend the duration of their stay, beyond their original reservation or booking, the same is referred to as ‘Resort Stay Extension’. Resort Stay extensions will be handled and confirmed by our operations team in co-ordination with the sales team, by following the below steps.

STEPS TO BE FOLLOWED BY THE OPERATIONS TEAM (RESORT STAY EXTENSION):

1. Check Availability & Provide Rates:

When a guest expresses interest in extending their stay, the operations team will check availability and offer the below mentioned rates.

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RESORT STAY EXTENSION - SPECIAL PER NIGHT RATES

NOTE:

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• The above mentioned special rates are inclusive of breakfast, dinner and all taxes, including GST.

• The above mentioned special rates are on double occupancy for all room types (Lily Pool Bungalow is on quadruple occupancy).

• If in case there are extra occupants, the same needs to be charged at Rs. 5000/- per night for a child aged 6-11 years and at Rs. 7000/- per night for extra pax aged 12 years & above.

EXAMPLE:

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• Let us consider that there is a booking that has been made for guest – Mr. Arun at Coorg for 2 nights with check-in on the 3rd of September and check-out on the 5th of September 2023 for 3 adults in a Lily Pool Cottage. The booking has been confirmed at Rs. 80,500/-.

• During his stay at the resort Mr. Arun expresses his interest to extend his stay by 1 night. Mr. Arun would now like to check out on the 6th of September instead of 5th of September.

• As per the above table, the special rate applicable for extension of stay in a LPC is Rs. 29,500/- for 2 pax.

• As mentioned, there is an extra adult in the booking. Thereby the total amount applicable for a 1 night stay extension in a LPC for this booking of 3 adults is Rs. 36,500/- (Package calculation : 29500 + 7000 for the extra adult).

2. Block room(s) & Collect Payment:

• Once the guest confirms their plan to extend the stay, our operations team should create a reservation for the guest under 'Confirmed' status to secure the room(s).

• Most of our guests need time (typically 2 to 3 hours) to finalize and confirm their stay extension with payment. To accommodate this requirement, our operations team are allowed to keep a room in ‘Confirmed’ status without payment for such guests for a maximum of 3 hours.

• At the end of the aforementioned 3 hour time limit, our operations team should post the requisite payment to the reservation.  If however, our operations team is unable to collect the above mentioned payment within this 3 hour limit, the said booking should be cancelled on the PMS.

Please click the link for detailed instructions on how to Confirm / Cancel a room in our PMS.

3. Communication to the Sales Team:

Once a Resort Stay Extension is confirmed and the guest has completed the payment, the operations team should notify the same to the Sales Team. This notification should be sent through a WhatsApp message in the Sales & Operations Group.

Resort Stay Extension Template:

RID : 10024816         

Business Source : Ms. Joncy

Brief Summary : Guest has extended their stay in a LPC on the 5th of September 2023. Room blocked under RID 10024901. Payment of Rs. 36,500/- has been collected and posted to the reservation. Sales team to verify the details

Call back time : 2 hours

Call back Person : Ananth

STEPS TO BE FOLLOWED BY THE SALES TEAM (RESORT STAY EXTENSION):

Upon receiving the Resort Stay Extension intimation from our operations team on whatsapp, the respective sales executive has to action the same within the next 2 hours by following the below steps.

• The sales executive should modify the agreed rate for the aforementioned reservation to the predefined resort stay extension special rates.

• The sales executive should categorize the guest class as 'REXT' (Resort Stay Extension) for the extended night(s).

• The sales executive should ensure that the ‘Market segment’ and Business source’ are regularised and accurate as per company SOP.

• The sales executive should include the original reservation's confirmation number in the reservation comments as: 'EXT : Continuation of Confirmation Number 10024816.'

• Once the above steps are completed by the sales executive, the whatsapp message received on the Sales & Operations Group should be responded to as ‘Closed’.

RESORT ROOM UPGRADATION

When an In-house guest staying at our resort chooses to upgrade his / accommodation to a higher category room, the same is referred to as ‘Resort Room Upgradation’. Resort Room Upgradations will also be handled and confirmed by our operations team in co-ordination with the sales team, by following the below steps.

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STEPS TO BE FOLLOWED BY THE OPERATIONS TEAM (RESORT ROOM UPGRADATION):

1. Check Avaialbility & Provide Rates:

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When an In-house guest staying at our property wants to upgrade his / her accommodation to a higher category room, the operations team will check availability and offer the below mentioned rates.

NOTE:

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• The above mentioned special upgradation rates are inclusive of breakfast, dinner and all taxes, including GST.

• The above mentioned special upgradation rates will be applicable for the exact same occupancy as that of the original room.

• If in case there are additional extra occupants, please do get in touch with the sales team for the extra charges.

EXAMPLE:

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• Let us consider that there is a booking that has been made for guest – Mr. Arun at Coorg for 2 nights with check-in on 3rd September and check-out on 5th September 2023 for 3 adults in a Lily Pool Cottage. The booking has been confirmed at Rs. 80,500/-.

• Upon check-in, the guest enquires with the operations team regarding an upgradation to a HPV for the aforementioned 2 nights. I.e., check-in on 3rd September and check-out on 5th September 2023

• As per the above table, the special rate applicable for upgradation from LPC to HPV is Rs. 4500/- per night. Thereby the total amount applicable for a 2 nights upgradation from LPC to HPV for this booking is Rs. 9000/- for 2 nights for 3 adults

2. Upgrade Room(s) & Collect Payment:

• Once the guest confirms their plan to upgrade, the operations team should change the originally booked room type to the upgraded room type without altering the agreed rate.

      CAUTION: The resort team must strictly refrain from changing the agreed rate.

• The payment for the upgradation charge should be collected and posted to the reservation by the operations team as 'Upgradation Charges'.

3. Communication to the Sales Team:

• Once a Resort Upgradation is confirmed and the guest has completed the payment, the operations team should notify the same to the Sales Team. This notification should be sent through a WhatsApp message in the Sales & Operations Group.

Resort Upgradation Template:

RID : 10024816         

Business Source : Ms. Joncy

Brief Summary : Guest has upgraded to a HPV on the 2nd & 3rd of September 2023. Payment of Rs. 9000/- has been collected and posted as upgradation charges. Sales team to verify the details

Call back time : 2 hours

Call back Person : Ananth

STEPS TO BE FOLLOWED BY THE SALES TEAM (RESORT ROOM UPGRADATION):

Upon receiving the Resort Room Upgradation intimation from our operations team on whatsapp, the respective sales executive has to action the same within the next 2 hours by following the below steps.

• The sales executive should check and verify that the room category has been modified correctly.

• The sales executive should check and verify that the agreed Rates have not been changed.

• The sales executive should check and verify that the upgradation charges have been posted correctly under ‘Upgradation Charges’.

• Once the above steps are completed by the sales executive, the whatsapp message received on the Sales & Operations Group should be responded to as ‘Closed’.

COMPLIMENTARY ROOM UPGRADATION

We understand that there could be cases where the GM at the resort is having to offer a complimentary room upgradation to a particular guest. This could be owing to an issue at the resort (or) to enhance the guest’s experience etc. Regardless of the scenario, the GM at the resort is empowered to offer complimentary upgradation to a guest. However for all complimentary upgradations, our operations team is required to follow the below steps.

• Room category has to be modified correctly, without changing the rate plan

• An email notifying about this upgradation should be sent to the sale executive handling the reservation (Business source) with a copy to the GM who has authorized the upgradation. The mail should compulsorily be copied on the below ids:

- thomas2.r@evolveback.com

- audit_sales@evolveback.com

- hodsales@evolveback.com

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Email Format:

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Subject Line : Evolve Back Coorg - Complimentary Room Upgradation: GUEST NAME (CONF NO. xxxxxxxx)

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Dear Sales Executive Name,

Namaskara !

Please note, the below guest has been upgraded on Complimentary basis. Details are as follows.