RESERVATION RESOURCES

Gift Baskets

GIFT BASKETS

You can request Gift Baskets for owners and guests at no charge to them.

Put the Gift Request Note in Reservation.
Use code: 73820-150
We will no longer do inter-office cards from our department

For adding Same-Day (SDA) gift baskets, you must let the Activities and Front Desk team know via email. Use this template:

Subject Line: SDA Gift Basket
Body (Copy Gift Basket Note):
- Guest Name:
- Rez #:
- Room #:
- Gift:
- Deliver On:
- Reason:
- Code:
- Card Written:

Paying with Reward Dollars

Inside the Reservation:

Open Folio in Reservation
Click “Advance Deposit”
Transaction Code = “Reward Dollars”
Check “Other Amount”
Enter the Amount of Reward Dollars Being Used; Positive Amount
Click “Save”

Inside the Owner File:

Go to “Referrals”
Click “New”
Contract = “No Selection”
Date of Charge
Referred Customers = “No Selection”
Campaign = “Owner Referral”
Transaction Code = “BT”
Description = “Bonus Time/Rezs/Incidentals” (auto populates)
Amount = Amount Spent as NEGATIVE
Reference = Reservation #

Emailing Folio Receipts

Reservation Notes Cheat Sheet

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GTL	GL7	GC8
OWNER WEEKS:OWNER WEEK note Tour No Show Penalty (if applicable) First Stay note (if applicable) SDA (if applicable)	OWNER WEEKS:OWNER WEEK note Dog Info – lock unit (if applicable) First Stay note (if applicable) SDA (if applicable)	OWNER WEEKS:OWNER WEEK note Dog Info – lock unit (if applicable) First Stay note (if applicable) SDA (if applicable)
DEPOSIT:Deposited Week note	DEPOSIT:Deposited Week note	DEPOSIT:Deposited Week note
PARTIAL STAY:PARTIAL STAY note Tour No Show Penalty (if applicable) First Stay note (if applicable) SDA (if applicable)	POINT STAY:POINTS POLICIES note Dog Info – lock unit (if applicable) Tour No Show Penalty (if applicable) First Stay note (if applicable) SDA (if applicable) Borrowed Points – copy to customer file (if applicable)	POINT STAY:POINTS POLICIES note Dog Info – lock unit (if applicable) Tour No Show Penalty (if applicable) First Stay note (if applicable) SDA (if applicable) Borrowed Points – copy to customer file (if applicable)
BONUS TIME:BONUS TIME Note Tour No Show Penalty (if applicable) P+ Note (if applicable) First Stay note (if applicable) SDA (if applicable)	BONUS TIME:BONUS TIME Note Dog Info – lock unit (if applicable) Tour No Show Penalty (if applicable) First Stay note (if applicable) SDA (if applicable)	BONUS TIME:BONUS TIME Note Dog Info – lock unit (if applicable) Tour No Show Penalty (if applicable) First Stay note (if applicable) SDA (if applicable)
RACK, 10%, 20%, 25%, TOUR:RENTAL REZ Note Tour No Show Penalty (if applicable) Guest Total (if applicable) P+ Note (if applicable) First Stay (if applicable) SDA (if applicable)	RACK, 10%, 20%, 25%, TOUR:RENTAL REZ Note Dog Info – lock unit (if applicable) Tour No Show Penalty (if applicable) Guest Total (if applicable) First Stay (if applicable) SDA (if applicable)	RACK, 10%, 20%, 25%, TOUR:RENTAL REZ Note Dog Info – lock unit (if applicable) Tour No Show Penalty (if applicable) Guest Total (if applicable) First Stay (if applicable) SDA (if applicable)
USING OWN RENTAL:Lock Inventory Owner Back Note First Stay (if applicable) SDA (if applicable)	USING OWN RENTAL:Lock Inventory Owner Back Note Dog Info (if applicable) First Stay (if applicable) SDA (if applicable)	USING OWN RENTAL:Lock Inventory Owner Back Note Dog Info (if applicable) First Stay (if applicable) SDA (if applicable)

Reservation Notes Glossary

Notes Glossary

Note Type	Purpose
24 CXL Offer	Whenever we book a reservation and offer the guest/owner the ability to cancel within 24 hours of booking.
Add Amenity Request	Owners and guests may request additional items such as additional humidifiers, extra towels, pillows, blankets, and additional kitchen items to be placed in their rooms.
Arrival Instructions	This is where you can put information for an early check in or if they are going to be arriving late
Dog Info	You put this note into the reservation anytime the owner is booked into a dog friendly unit and they are bringing a dog. Lock the reservation!
Do Not Move	You use this anytime you meet a request and do not want the reservation to be moved from a particular unit. Lock the reservation! Avoid using specific unit numbers, use descriptions of what they are looking for.
First Stay	You place this note in the reservation anytime an owner is staying on property for their first time. Also write a card and send a gift request.
Gift Basket	You use this note anytime you send a gift request to the activities department.
ADA	You place this in the reservation anytime a guest is requesting an ADA unit, you should also use the do not move if you are able to place them in an ADA unit.
Owner Info	Use this anytime you confirm owner info
Late Check-Out Request	Use this note when a guest requests a late check-out of 12 p.m.
Quoted NOT in DF Advisement	Use this note when an owner has requested a DF unit but we are currently unable to accommodate and have let the owner know that is the current status via phone/email.
Read Me First	Anytime you have something VERY important to say. This should be used to grab internal customer’s attention.
Dog Policy	Use this anytime you quote the dog policy
Rental Call Made	This should be used anytime you make a rental call or even ask an owner if they would like to place their unit up for rent
Rental Status	You should use this note anytime you quote whether an owners unit has been placed up for rent.
Room Move	You use this whenever someone has consecutive reservations but in two different units
Reservation Preference	Use this note when an owner/guest has a request and we are unable to accommodate the request.
Same Day Arrival	You use this note whenever someone makes a reservation that is checking in the day they made it. Also send an SDA email.
Special Occasion	You use this note whenever a guest is staying with us during a special occasion
Stayover	You use this note when someone has two reservations for consecutive nights in the same unit

Reservation Preferences

RESERVATION PREFERENCES

Not Guaranteed
- Room views
- Specific unit requests
Guaranteed (once quoted):
- Dog-Friendly
- Pure
- ADA
- Fixed

Accommodating Requests

If you are ABLE to accommodate:

Add “Do Not Move” Note
If for Dog-Friendly, add “Dog Info” note
- Do Not Move not necessary if you have Dog Info note
Lock Unit
If applicable, remove the “Res Pref” note

If you are UNABLE to accommodate:

Inside 48 Hours
- Ask VRD via teams
- Leave Res Pref or update BT Audit Note if unable to accommodate
- Example: “unable to accommodate- emailed VRD 2/26 (bclark)
Outside 48 Hours
- Email: bgvvacationrentals-1c1514524593151@incontactemail.com AND vacationrentals@breckgv.com
- Update Res Pref Note or BT Audit note with the current status
  - Example: “unable to accommodate/emailed VRD 1/18 (kjeffery)”
If Applicable; add “Quoted NOT in DF” note if they are requesting Dog-Friendly

Room Moves

Stayovers

STAYOVERS

Stayovers occur when we are able to keep the owner in the same unit for both reservations
This happens when:
- Two separate reservation types but same unit size (ex. Bonus Time reservation followed by an Owner Week)
- Two different unit sizes but stayover in one portion (ex. moving from a suite to a two-bedroom, same suite for both nights)
IMPORTANT: Same reservation types with the same unit size should be combined whenever possible (ex. two Bonus Time suites)

Steps:

Add Stayover note
- Include date of stayover
Lock both reservations

Same Day Arrivals

Early Check-In and Late Check-Out

EARLY CHECK-IN

Guest may request an early check-in at any time (never confirmed until day of arrival)
- Place ARRIVAL INSTRUCTION note in TSW reservation
- Add content to note in all caps: “EARLY CHECK-IN REQUEST”
- Include Estimated Time of Arrival
Early check-in can ONLY be approved by Front Desk
If the room is NOT ready, Front Desk will call or text guest when it is
- Guests are allowed to park and use amenities while room is being prepared (10am or after)
- Front Desk can hold luggage

LATE CHECK-OUT

Add “Late Check-Out” Note to Reservation (property specific)
Late check-outs are very limited and based on housekeeping schedules
Latest check-out is 12 p.m.

Late Check-Out Fees:

If staying in a 2bed or larger may vacate studio/suites and stay in Master until 12 p.m. to have only a $50 charge
Front-Desk will add charges if approved.

CHARGES:

Studios/Suites/1beds = $50
2beds/3beds = $100
4beds = $200

Reservation Amenities

RESERVATION AMENITIES

When adding any amenity that is not standard to the room/reservation always add “Add Amenity Request” note to the reservation (Robes can be added through Res Profiles in Umbraco).

For a complete list of everything that can be added to a reservation, visit the property-specific Reservation Amenities pages:

GC8 Reservation Amenities

GL7 Reservation Amenities

GTL Reservation Amenities

Reservation Cancellations

RESERVATION CANCELLATIONS

Owner usage cancelled inside of 60 days should be put on a COD hold by the agent canceling the stay.
Owner Weeks cancelled outside of 60 days do not need to be placed on hold. When an owner week cancellation email comes to VRD, they will accommodate any fixes needed with that availability or place the unit on overbooking hold. If we already have two overbooking holds, VRD will leave the unit open for booking. All point stays outside of 60 days should be placed on an overbooking hold.
Rental Reservations will have a COD hold placed on the space every time a Rental is canceled.
We are not going to open point holds. You should feel free to open these for point stays only, when needed. Inside of 60 days, VRD can push any leftover points holds for rental.

Process:

Review cancellation policies and make sure you are complying
Leave “CXL Reservation” note in reservation
To cancel: open reservation, click Cancel Res button (bottom right)
1. Return owner usage if applicable
Add a hold in the room matrix
1. Overbooking hold: owner weeks, point stays
2. COD hold: rental reservations

Res Type	Policy	Comments
GL7 & GC8 Owner Week	No Fee	May reschedule where there is MAIN GENERAL space in deeded season
GTL Partial Stay	No Fee	May reschedule where there is MAIN GENERAL space in deeded season
GL7 & GC8 Point Stays	No Fee	May reschedule where there is MAIN GENERAL space in deeded season ($100 Admin Fee required for New Point Stay booking)
Rentals	Fully Refundable Outside of 14 Days	Non-refundable inside 14 days of arrival (48-hr cxl courtesy okay IF booked outside of 7 days of arrival)
Bonus Time	48-Hour Cancellation	Non-refundable inside 48-hours of Arrival
OGE/GOC/VIP	No Fee	May reschedule outside of 14 days of arrival (Inside 14 days of arrival - no reschedules)
Comp Stay	No Fee	May reschedule outside 14 days of arrival - X units and MG only (Inside 14 days of arrival - no reschedules)
GTL Owner Week	No Fee	May reschedule where there is MAIN GENERAL space in deeded season