FAQ Participant management

Users / Customers
Can I leave notes about the houses myself?

You can access the hotel content in the navigation menu under Providers. Select the provider for which you want to store information by clicking on the entry.

You are now in the hotel entry. You can store your information about the provider at the bottom of the page, under Notes/Remarks. This note is only visible to your agency. If you create a note for an organisation, it will only be visible within that organisation.

If the provider is selected again, a red information triangle will appear in the provider entry. If you hover your cursor over this field, the note field will open. All prices quoted are per room per night.

Workgroups help you organise shared access to enquiries. Suppose all colleagues in an internal "Event Organisation" team need access to all enquiries created by colleagues in that team. Then, with the help of a workgroup, all requests are shared directly with those colleagues.

If your team expands with new colleagues, you can give them access to individual or all requests (even without a workgroup). However, workgroups make this process much easier. If a colleague moves to another team, they retain access to the requests of the old team. You can prevent this with working groups.

To do this, simply create a working group, in our example "Event Organisation", and share all requests with this working group. All members of the working group have access to the requests, and new members are automatically granted access. If a colleague leaves the team, remove them from the working group. They will then immediately lose access to the requests.

As an agency, you can create organisations. If you have several customer users/enquirers from one company, you can assign them to a shared organisation. You can then configure certain settings (e.g. display of the MICE platform or email texts) for all users together. Users within an organisation can grant each other access to individual enquiries, or you can create users with special rights who can then manage the users and settings within the organisation themselves.

Yes, as the owner of a request, you can give colleagues who are also registered as users on the ehotel® platform access to individual or all of your requests (JobID) within your organisation. Go to the existing JobID, open the settings and select who you want to share the request with under Teamwork. You can add one or more colleagues, up to entire work groups.

If you would like to automatically share new requests with colleagues, add the users in your personal settings under Teamwork. If you click on the "Apply settings to all existing requests" option below, your colleague will automatically have access to all your requests.

Note: Only the owner and, if applicable, their holiday replacement will receive email notifications about the JobIDs.

If an approval process is required for a user and they wish to conclude a contract with a provider, they can initially only "request approval/release". The approver receives an email with a link. The page that opens contains the draft contract and a brief summary of all other offers, including the respective total costs. If, for example, you have an internal requirement to obtain at least three offers for comparison, you can ensure this within the approval process.

Only when all registered approvers have given their approval is the contract automatically created and sent to the user and the supplier for contract confirmation.

If the approver rejects the release, the user receives an email notification with the reason for rejection.

The approval process can be configured by agencies and users with "Manage users" rights. If approval processes are required in your company, you can manage them in the ehotel® platform within your organisation. You specify for your users the amount of the estimated event costs above which approval or release is required before the contract is confirmed.

Go to the user's settings. Under "Request approval/release", enter the amount of the estimated event costs at which the release process starts. To do this, enter the email address of the approver. The approver does not have to be a user.

- If approval is always required, enter 0 as the limit.
- By adding, you can enter different approvers for different cost limits.
- If two approvals are required above a certain amount, enter both approvers separately by adding them with the same cost limit.

Yes, please go to your account and click on the "Settings" tab. You can select a colleague in the "Holiday replacement" field. During the holiday replacement period, your colleague will have access to all your processes and will receive a copy of all email notifications.

Hotels and venues usually respond with an offer within 24 hours. By specifying a deadline for submitting offers in your enquiry, you let providers know how soon you need their offer. The default deadline is set to 48 hours, but you can choose any date you like. After 24 hours, the provider receives an automatic reminder by e-mail, asking them to submit a quote. In addition, your personal ehotel® contact person keeps an eye on the quote submission and follows up if necessary.

Note: For larger enquiries, the quote submission is also more extensive, so providers may need more time to submit their quote.

You can easily request providers from other regions in two steps in the existing request. First, open the JobID. Stay on "Edit request" and change the destination here. Important: Before sending the changes, go to the end of the request and uncheck "Apply changes" for the listed providers . This will prevent the originally selected providers from being requested again.

In the second step, select your favourite hotels or locations for the new destination under "Select provider". Simply enter the desired location, select it and send your request.

As long as no hotels or venues have been selected, you can change the request at any time by opening the JobID, editing the request and saving the changes. If you have already selected and contacted providers, proceed as above, but before sending the changes, check the providers you have contacted so far. These are listed at the end of the request. Leave the check marks in place for providers who are to receive the changes and be notified of them. Remove the check marks for providers for whom the changes are not relevant.

If necessary, you can also adjust the desired option date and submission deadline before sending the changes.

It is important that you make all cancellations via ehotel®. To cancel, call up the offer overview for the relevant JobID. Switch to edit mode using the green pencil icon next to the booked hotel or location and select the task "Cancel event".

You will then be informed whether the cancellation is likely to be free of charge or subject to a fee, according to the contractual agreements. Once you have selected the date to be cancelled and sent the cancellation request, the provider will receive an email asking for confirmation. You can view the status of the cancellation at any time in the dashboard and in the JobID. Once the cancellation has been confirmed by the provider, you will receive an additional email.

If you only need to cancel individual services, such as a coffee break or rooms, please use the ehotel® MICE Messenger.

A call-off quota is always chosen when the accommodation requirements for group reservations are not known in advance. With a call-off quota, the provider reserves a defined number of rooms for you until an agreed date. Until this date, you or your guests can call off individual or multiple rooms using a keyword or code number. The rooms requested are then firmly booked at the previously agreed conditions. Rooms that are not requested are available for sale by the hotel again after the request date has expired. Unlike with a fixed block, you or your guests only pay for the rooms that are requested.

A call-off quota is always chosen when the accommodation requirements for group bookings are not known in advance. With a call-off quota, the provider reserves a defined number of rooms for you until an agreed date. Up until this date, you or your guests can request one or more rooms using a keyword or code number. The rooms requested are then firmly booked at the previously agreed conditions. Rooms that are not requested are available for sale by the hotel again after the request date has expired. Unlike with a fixed block, you or your guests only pay for the rooms that are requested.

Yes! Go to the offer overview for your enquiry (JobID) and open our chat tool – the ehotel® MICE Messenger – next to the provider name. If the content of the message is relevant to the contract, ask the provider for confirmation and then tick the corresponding box after sending the message. A contract addendum with the selected messages will be generated, which – like the entire chat history – will be archived in an audit-proof manner with the transaction (JobID).

Yes! Click on the pencil icon (=edit) in the offer overview of your request (JobID). Select the task "Renegotiate". An overview of the dates offered for your request will appear. Clicking on the "Renegotiate offer" button opens the detailed view of the offer corresponding to the request. Click on the icon with the speech bubbles next to the position you want to negotiate. Write your message to the provider in the dialogue box and send it by clicking on the "Send renegotiation" button to the right of the detailed view. The provider will receive an email with the offer already submitted and your requests.

In your dashboard, the note "Waiting for renegotiation offer: Provider name" will appear under this request (JobID).

The provider can accept, reject or submit a counter-offer.

You can view the status of the renegotiation at any time on your home page and in the respective JobIDs. Once you have decided on an offer, create the contract.

Open the quote overview for your request (JobID). Click on the pencil icon (=edit) next to the provider to open the edit mode. Select the task "Reject quote".

The "Reject multiple quotes" function can be found below the quote overview. Select the providers you want to reject and confirm. All selected providers will receive a message with your reason for rejection by email. Your reason for rejection will be added to the quote status.

You can request up to 5 providers at the same time. If you select more providers, they will initially be placed on a waiting list. They will automatically move up the list as soon as the first 5 providers decline.

If you are looking for a conference hotel or event location, please contact your ehotel® representative directly or write to us at [servicecenter@ehotel.de](mailto:servicecenter@ehotel.de). We will then immediately review your request and inform you as soon as it has been accepted.

Open the JobID for which you want to create reminders and set up as many as you like under the menu item "Reminders".

The reminder date can be freely selected and can be viewed via the booking platform in the "Calendar" or in the JobID.

You can also set up automatic email reminders to send participant details to the provider or order decorations for your event.

Tip: We will automatically send you an email reminder about expiring options and deadlines for free cancellation.

Once you have created and reviewed the contract, send the signed contract confirmation to the email address servicecenter@ehotel.de or by fax to +49 30 473 73 0.

The system automatically assigns the contract to the corresponding JobID using a QR code. You can view the contract here at any time.

Tip: Use the "Reminders" function to set up follow-ups, for example to send participant lists to the provider in good time.

Yes, of course! Open your event request (JobID) and go to the offer overview. Click on the green pencil icon (=edit) next to the provider for whom you would like to create a contract. Select the task "Create contract" and check (!) all the details in the contract preview. If everything is correct, click on the "Send contract" button on the right.

The contract will be created automatically and sent to both you and the provider by email.

If a hotel or venue grants an option on the offer, this means that the premises offered will be reserved for you at the specified conditions without obligation until the expiry of the option date.

If the provider receives a second, possibly more lucrative enquiry for the same period, they may only sell the premises to other customers after the option has expired or after you have returned the option.

If you receive a second option offer from the hotel, the hotel has already received a request from another customer whose option period has not yet expired.

When you submit a new request, you will have the option to enter an option date and a deadline for submitting an offer at the end of the form. The hotel may confirm or reject your request for an option on the offer, depending on availability, and may respond with a different option date or a second option.

Until the expiry of the option date confirmed by the hotel, you can discuss the offer internally at your leisure and come to a decision. If, contrary to expectations, you are unable to make a decision by the end of the option period, please ask the provider for an extension of the option.

Please note: Once the option has expired, the premises you have requested will automatically be put back on the open market.

Can we help you with this? Please feel free to contact us.

Yes, as an event planner, registration and use of the booking platform is free of charge for you.

The Template tab takes you to the template overview. Here you can create, name, update and share templates.

When repeating your event, simply create a new request, enter the event date (!) and select from the templates provided.

Tip: Share the templates with your team. This ensures that everything is taken care of for your events, even when you are away.

Hotels / Locations
Can I see the offer submitted again?

When submitting a quotation, print out the quotation or save the print file.

The link will remain active until the offer period has expired. For technical reasons, you will no longer be able to submit an offer after this period. Please contact our team at +49 30 473 73 0. We will clarify with you whether you still wish to submit an offer and reactivate the link if necessary.

The commission is charged at 19% VAT, as we are invoicing for our own services here. All of our services that we invoice, in this case the arrangement of overnight stays, are subject to 19% VAT due to legal requirements. The reason for this is simple: we are not a hotel and are therefore not permitted to apply the reduced VAT rate. The amount of commission depends on the net rate. When calculating the net rate, we take into account the applicable statutory VAT rates that you have shown on your invoice to the customer.

Our customers also use the ehotel® MICE platform for centralised booking management and strategic evaluation of event-related key figures. To ensure detailed reporting, we digitise the final booking and invoice data.

The services you charge to your customers form the basis for calculating our commission rate. To ensure that this is billed correctly in the interests of both parties, we always require a copy of the invoice.

You can, of course, redact any personal data.

Simply upload them. Quickly and without logging in. After the event, you will receive an email from us with the subject line "Request for invoice copy ...". The link in the email will take you to our web form for uploading invoice documents. There you can also enter all overnight stays, unless these are already included in the total invoice, e.g. for self-payers.

When you upload the invoice, it is automatically assigned to the transaction (JobID), preventing unnecessary queries and reminders.

The web form displays the invoice address stored in your provider entry. If necessary, you can update this information right there and then.

If the customer agrees, we will also send your company the company name along with the enquiry. At the latest when the contract is concluded, you will be provided with all of the customer's contact details. During the enquiry and booking process, you can contact the customer directly at any time via the ehotel® MICE Messenger.

Our ehotel® team looks forward to your call – and, as long as the customer has not yet made a decision, can offer suggestions here and there that may be helpful for making a booking. Often, but not always, the price is the deciding factor.

The first step is always to put a lot of heart and soul into your provider listing. After that, you have various options for highlighting your listing or a special offer using online marketing, not only on http://events.ehotel-meetings.de.

Our hotel marketing & content team will be happy to advise you and looks forward to hearing from you at servicecenter@ehotel.de.

You have received the request by e-mail. After opening the link contained therein, the following response options are available for the appointment: 1. Appointment is possible 2. Appointment is not possible 3. Appointment is only possible in the second option.

If you are unable to accept an offer, select "Appointment is not possible". The next request is sure to come, and we look forward to working with you.

All communication regarding the enquiry takes place via ehotel®. If you would like to contact the customer directly, please use our chat tool, ehotel® MICE Messenger. The customer can also use this tool to send you messages or questions at any time. In this case, you will receive an email with a link that allows you to view and reply to the message.

YES! Because we also handle room-only enquiries. Create your free provider listing now.

Everything you need to know about provider listings, submitting offers or concluding contracts can be found here in our FAQ.

We act as agents at standard market commission rates and also have contract customers for whom we book negotiated corporate rates. Commission is only payable after the end of a successfully brokered booking. If the customer decides in favour of an offer from your competitor and against your offer, you will of course not pay any commission. The commission agreement is always made transparently when the offer is submitted.

The prices for accommodation and breakfast are listed separately due to the different VAT rates (room/accommodation = 7%/breakfast = 19%). This point is essential for the correct calculation of the commission agreed with you as a provider once the booking has been successfully completed. Note: Requests and bookings are usually always for overnight stays including breakfast.

Before submitting your quote, please check all details for accuracy and completeness. This is particularly important as the quote forms the basis of the subsequent contract, which is automatically generated from your details. Fields are provided for all contract-related content, such as cancellation scales. For additional information, use the "Important information and additions" field and, if necessary, set this to "contractually relevant".

Are you missing an input option? Simply contact us directly for a solution.

The offer deadline must be strictly adhered to. If the offer cannot be submitted within the desired deadline, please consult your contact person.

Every customer is assigned a personal contact person at ehotel®. Once we receive your enquiry in our email inbox, we will provide you with the name and contact details of the ehotel® employee. If you receive multiple enquiries from ehotel®, you may have several contact persons for different customers.

Once the contract has been concluded, you will have the customer's contact details. This allows you to discuss the details of the event directly with each other.

Just open the link in a different browser. It usually works without any problems.

All contracts concluded via the ehotel® MICE platform are concluded between the customer and the provider. ehotel® acts solely as an intermediary. All rights and obligations arising from the contracts apply to the customer and the provider.

When you request a contract, both you as the provider and the customer will receive a contract confirmation to sign. Once both parties have returned this confirmation by fax to +49 30 473 73 0 or by email to servicecenter@ehotel.de, the contract is concluded. We will then automatically send you the complete documentation by email.

Who could present your hotel, your location, your offer better than you? With your login details, you have access to your entry in our hotel and location database at http://events.ehotel-meetings.de 24 hours a day, 7 days a week.

You can easily enter updates or special offers yourself, regardless of time and place. Keep your contact details up to date so that you can respond to our customers' enquiries as quickly as possible. Tip: Event planners pay attention to well-maintained entries. If you want to increase awareness of your services, maintaining your entry is the first and easiest step.

The better and more up-to-date your listing is, the more likely it is that our customers will notice your offer. Listings with photos appear above listings without photos in the customer's search results list. 1. Contact details: Contact person and contact information for a smooth enquiry and booking process. 2. Description: Tell us about your hotel, your location, and yourself as a provider. What do you have that others don't? Why is your offer the right one? Summarise everything in short sentences.
3. Media: First impressions count, and since not every customer can arrange an on-site visit, photos and videos are the best way to go. Pay special attention to the preview image. It is the first photo the customer sees and should immediately inspire them. All media requirements can be found directly in the entry.

Important: Users have the option of filtering using search criteria. Therefore, be sure to include the number of rooms and conference rooms in the description under "Facilities".

Entry and listing in our hotel and venue database is free of charge for all providers, whether hotels with or without event rooms, venues or event service providers. Every provider has the same opportunities to present themselves to our customers. Create your https://events.ehotel-meetings.de now.

White label / Agencies
Where do I adjust my agency's system emails?

In the navigation menu under Settings, you have the option to customise all emails with your theme and your texts. Please make sure to keep the specified placeholders {{ }} and not to change them. These placeholders are automatically filled in by the system. The drop-down list in the email field shows you all emails that are sent via the system. Please take the time to customise all emails for your agency. Each email text is also available in English and French and should also be customised.

If you no longer wish a provider to be displayed for your agency, you can exclude them from the display. To do this, select the "Provider visibility" tab in the navigation menu under Agency and add the provider to the blacklist there.

There are two options here: 1. Open commission agreement for all providers Go to the navigation menu under Agency in your settings. Your commission agreement is stored there. By ticking the box "Commission agreement can be changed by provider", you can open your commission agreement for all providers. This gives each provider the opportunity to enter into an individual commission agreement with you.

2. Open commission agreement for individual providers
You can make this setting directly in the offer overview of a request by ticking the box next to "Commission editable". The provider can now change the commission agreement when submitting an offer. In the submitted quote, the changed commission appears highlighted in red in the commission field.

Workgroups help you organise shared access to enquiries. Suppose all colleagues in an internal "Event Organisation" team need access to all enquiries created by colleagues in that team. Then, with the help of a workgroup, all requests are shared directly with those colleagues. If your team expands with new colleagues, you can give them access to individual or all requests (even without a workgroup). However, workgroups make this process much easier. If a colleague moves to another team, they retain access to the requests of the old team. You can prevent this with working groups.

To do this, simply create a working group, in our example "Event Organisation", and share all requests with this working group. All members of the working group have access to the requests, and new members are automatically granted access. If a colleague leaves the team, remove them from the working group. They will then immediately lose access to the requests.

As an agency, you can create organisations. If you have several customer users/enquirers from one company, you can assign them to a shared organisation. You can then configure certain settings (e.g. display of the MICE platform or email texts) for all users together. Users within an organisation can grant each other access to individual enquiries, or you can create users with special rights who can then manage the users and settings within the organisation themselves.

If an approval process is required for a user and they wish to conclude a contract with a provider, they can initially only "request approval/release". The approver receives an email with a link. The page that opens contains the draft contract and a brief summary of all other offers, including the respective total costs. If, for example, you have an internal requirement to obtain at least three offers for comparison, you can ensure this within the approval process.

Only when all registered approvers have given their approval is the contract automatically created and sent to the user and the supplier for contract confirmation.

If the approver rejects the release, the user receives an email notification with the reason for rejection.

The approval process can be configured by agencies and users with "Manage users" rights. If approval processes are required in your company, you can manage them in the ehotel® MICE platform within your organisation. You specify for your users the amount of the estimated event costs above which approval or release is required before the contract is confirmed.

Go to the user's settings. Under "Request approval/release", enter the amount of the estimated event costs at which the release process starts. To do this, enter the email address of the approver. The approver does not have to be a user.

- If approval is always required, enter 0 as the limit.
- By adding, you can enter different approvers for different cost limits.
- If two approvals are required above a certain amount, enter both approvers separately by adding them with the same cost limit.

Yes, please go to your account and click on the "Settings" tab. You can select a colleague in the "Holiday replacement" field. During the holiday replacement period, your colleague will have access to all your processes and will receive a copy of all email notifications.