Why use the Customer Upload Website? By utilizing the Customer Upload Website at HTTPS://RAPID.hilton.com, clients can quickly create and upload their rooming list to a secure, protected webpage. The new process safeguards sensitive attendee data such as credit card numbers, and increases the accuracy of the data entered. This website fully meets the strict PCI (Payment Card Industry) security requirements. In order for our clients submitting rooming lists to be within PCI Security requirements, all rooming lists containing credit card numbers MUST now be uploaded using this website. Email or any other electronic transmission process may no longer be used to submit rooming lists containing credit card data to the property. The Customer Upload Website should be provided to your client along with the hotel property code (CTYHOCN), the Group Code (SRP), the event name entered in our systems and the event arrival and departure dates. Once the client list is submitted, the reservation process can be completed by the property and the RAPID! Audit Report can be provided back to the client with reservation confirmation numbers.
Why use the RAPID! template? The RAPID! template is an Excel based spreadsheet enhanced with customized programming. Use of the template standardizes reservation information and streamlines the reservation process by validating specific data before it is imported to the RAPID! system. The template is PCI compliant. The template is available from the OnQ RAPID! application under HELP/CSV Template, or from the Customer Upload Website. Full instructions for the use of the template can be found in the OnQ RAPID! User Guide.
Where do I enter my data in the Rapid! template? While the RAPID! template does provide two spreadsheets for entry, CLIENT and HOTEL, it is strongly recommended that all data be entered into the HOTEL spreadsheet of the template. If data is entered into the Client sheet by your meeting planner, it must be imported into the HOTEL sheet by clicking the Import from Client button on the HOTEL sheet before it can be uploaded to the RAPID! application. In this instance, the email address provided in the client information at the top of the sheet will be applied to every reservation in the list on the HOTEL tab and it is imperative that the selection ‘send confirmation emails to all reservations in this file’ be unmarked before uploading the rooming list. If this is not unmarked, the client email entered will receive all confirmation and arrival notifications for every attendee in their list.
Why did I get “room is not available” instead of confirmation numbers? PROMUS properties (Doubletree, Embassy, Hampton, Home2 and Homewood) must enter their SRP code in the Group Information setup in a specific manner in order for the SRP to work correctly. When entering your SRP code use the following formula: o First Letter = C for convention, L for local or S for System, depending on the SRP type © 2017 Hilton Worldwide Confidential & Proprietary RAPID! FAQ’s
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o o
Next 2 letters = brand code; ES for Embassy, HW for Homewood, HT for Home2, DT for Doubletree and HH for Hampton Inn & Suites and Hampton Inns Last 3 letters = OnQ R&I/CRS SRP code
Example: an Embassy Suites property using a Convention type Group SRP Code of LH1, the SRP code you will enter is CESLH1 SRP codes will always be entered in all capital letters as they are case sensitive, and Promus property SRP codes cannot be more than three characters. HORIZON properties (Hilton, Hilton Garden Inn, Conrad, Curio and Waldorf; will all enter the SRP code exactly as it appears in CRS/OnQ R&I
I have received ‘No Reservations’ in red at the bottom of the upload screen This indicates that the Guarantee Code did not properly apply during the Guarantee & Room Type step. Return to the guarantee and room type screen, select the appropriate Guarantee Code and Save, then permit the process to complete. DO NOT re-import the rooming list, as this will result in duplicated reservations.
What should I do if I have duplicate Reservations? If you have re-imported the file due to the ‘no reservations’ notification, this is one way the duplication can occur. Provided you have not uploaded the reservations to OnQ CRS/R&I, you can delete the duplicate entries through the List Manager screen in RAPID!. It is recommended that you review all imported rooming lists for accuracy, whether they are imported from the client website or via the Import Reservations process in OnQ RAPID! See the User Guide for information on using List Manager. Unfortunately if the reservations have already been confirmed, you must manually cancel all duplicates via the OnQ CRS/R&I and/or OnQ PMS systems.
Why am I getting ‘Roomtype not included in SRP’? This error occurs when you assign a room type to the group under Guarantee & Room Types that is not included in the SRP. In order to resolve this, you must modify the Group SRP to include the room type required.
Why are credit card numbers changed to random characters? As required for PCI Compliance, the credit card number is automatically converted to masked text when entered. The card number can only be unmasked by the RAPID! application when it is imported. It is immediately unmasked and then tokenized as a security measure. If the card numbers do not mask on entry, this could indicate that the card number entered is an invalid number sequence for any known card type. Check the card number and re-enter. If the card number you are entering is a new Master Card 19-digit card or 16-digit card of ‘2’ series and it does not mask on entry, you have an old version of the template. Download a new template and try again.
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Why did my meeting planner receive email notifications for all of their reservations? The CLIENT tab provides only one entry for an email address, which is then copied to every reservation on the rooming list when they are moved by the property to the HOTEL tab for processing. Before moving reservations from the CLIENT tab, remove the client email address from the field at the top and save the change, then import the reservations from the client tab to the hotel tab, If you do not, you must manually remove all email addresses from the rooming list before creating the CSV file or your client will receive all pre-arrival and confirmation emails for that group. Once submitted, the email address on the individual reservations cannot be changed or removed.
Why does the arrival/departure date show as an error? While the RAPID! template can convert most date formats used to the required North American Date format (MM/DD/YYYY) there is a limitation when the date entered is in European format DD/MM/YYYY or DD/MM/YY. The accepted date entries for the template are: • • • • • •
mm-dd-yyyy mm-dd-yy dd-mmm-yyyy dd-mmm-yy yyyy-mm-dd mmm-dd-yyyy
Why does the CC Expiration year keep changing to the current year? When entering the credit card expiration date, the RAPID! Template expects the number MM/YY, as does the Credit Card Industry; there is never a MM/DD/YYYY expiration value. If you enter MM/DD/YY into this field, the template will convert this to MM/YY where the month will be correct but the Year will record only as the current year. To avoid this error, always enter the expiration date in the property format, MM/YY only.
Is there training for OnQ RAPID? Training for OnQ RAPID! is available in Hilton Worldwide University. Simply launch Hilton Worldwide University and search the learning catalog for RAPID.
Who do I contact for Support? Support for technical issues and for help with OnQ RAPID!, contact Hilton Support at 1-800-435-7435 or email
[email protected].
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