If a club member reports that they did not receive their applicable discount when booking their reservation, there's some settings that you should first check before submitting a technical support ticket.
- Confirm Email Address is an Active Club Member
Re-confirmed the email address used to book is the email address that is on file for the club member in your club management software. CellarPass uses the primary email address only. Some systems may consider a club member on hold as not being a currently-active club member. Our platform cannot override their logic.
If you are not using a real-time integration, a club member is identified to receive any applicable discounts by looking up their email address in the Club Members list managed within CellarPass. You can view and manage this list by selecting Guests from the main menu, then selecting Club Members from the submenu.
- Experience Not Setup to Discount
We recommend reviewing the configuration of the Experience and making sure it is indeed setup to discount. Many Experiences are cloned haphazardly and not tested after to catch these types of misconfigurations. Review the specific Experience the club member is attempting to book and confirm the discounts are setup correctly.
- Number of Guests Allowed to Receive Discount
When you create your club member discount, there are ways to set minimum and maximum number of guests within the reservation that would receive the discount. For example, if a party of 6 is being booked and your discount limit is 4 guests, the applicable discount would only be applicable on the 4 guests. The other two guests would be full price.
- Invalid Integration Credentials
There are times when the credentials (username and/or password) that are used for CellarPass to communicate with 3rd party club management applications is changed. This is typically caused when a User's account is also used for our integration which we never recommend because the User could reset their password, resulting in the systems not connecting.
In the integration connection in our admin panel, in most cases, there's the ability to Test the connection. If this fails, then you must update the credentials within CellarPass and try again. (Go to Business, Apps & Integrations, scroll down to eCommerce partners).
- Test Applicable Discounts Using the Admin Panel's Book Reservations
If a guest is reporting this issue, we recommend starting a reservation using the Book Reservation screen within the admin panel using their email address. This will follow the same discounting logic as the guest would experience on our booking engine or website.
NOTE: Whenever you make any changes to discounts, automated or not, we strongly recommend that you complete some test reservations PRIOR to marketing any new experiences. This will ensure that guests are charged properly and will avoid unnecessary calls from customers.