FAQ

Frequently Asked Questions

  • How do I register as an Agent with ezBookPro?
    • Click the "My Account" button in the upper right-hand corner of the homepage and select "Sign Up Now!"

      Choose Agent Registration and follow the prompts to submit your information. You will be prompted to provide your Agency's ID Number (IATA, CLIA, ARC, TRUE or TIDS) click through the following screen. 

      Once you have registered, you will receive an email confirming your registration. The ezBookPro Customer Service Team reviews new registrations Monday - Friday, 8 AM EST to 6 PM EST. 

      Once your account has been approved, you will receive a confirmation email welcoming you to log into the website and start booking. 

      NOTE: If you Agency's ID Number is not registered with our system, your Agency Owner or Manager must first register using the Agency Registration section.

  • How do I register my Agency?
    Click the "My Account" button on the upper right-hand corner of the homepage and select "Sign up Now!"

    Choose Agency Registration and follow the prompts to submit your Agency's information. 

    Once you have registered, you will receive an email confirming your registration. The ezBookPro Customer Service Team reviews new registrations Monday-Friday, 8 AM EST to 6 PM EST. 

    Once your Agency has been approved, you will receive a confirmation email welcoming you to log into the website and start booking. 
  • How do I manage my profile?
    • Click the "Welcome" button and select "Profile" from the drop-down menu. You can toggle between "My Details" and "Agency Details"
      • As an Agent, you can edit the fields in the "My Details" tab only.
      • As an Agency Owner or Manager, you can edit the fields in the "My Details," "Agency Details," and "Users" tabs.

  • How do I add a logo to my profile?
    • You may upload your logo in the "My Details" tab of the "Profile" section by clicking the "Agent Logo" box.

      You may update and add a new logo at any time by following the same instructions. 

      The logo linked to your profile will show up on all Hotel Vouchers. 

      Note: You may also remove the logo using the "Remove Image" button.

    • For Agency Owners and Managers:
      • Logos added to the "Agency Details" tab will show up on all Agent accounts unless they add their own logo on their account.
      • Logos added to the "My Details" tab will show up for bookings made by you. The logo linked to your profile will show up on all Hotel Vouchers.
  • I changed Agencies. How do I update my profile? 
    • You must create a new Agent profile that is linked to your new agency. If you have any issues, please contact the ezBookPro Customer Service Team at (800) 858-0081 during business hours (Monday - Friday, 8 AM to 6 PM EST) or send an email to info@ezBookPro.com.
  • An Agent is not longer with our Agency; how do I deactivate his/her profile? 
    • Please call the ezBookPro Customer Service Team at (800) 858-0081 during normal business hours (Monday - Friday, 8 AM to 6 PM EST) or send an email to info@ezBookPro.com
  • I forgot my password; how can I reset it?
    • Click "My Account" button in the upper right-hand corner of the homepage. When the pop-up appears, click the "Forgot Your Password" link. Enter your email address and the system will send an email with a temporary password. 
  • I forgot my username. How do I look that up?
    • Your username is the email address that you used to sign up for ezBookPro.
    • If you can't remember what email address you used, please contact the ezBookPro Customer Service Team at (800) 858-0081 from Monday - Friday 8 AM to 6 PM EST or send an email to info@ezBookPro.com
  • How can I view all of my bookings?
    • You can view all of your bookings in the "Manage Bookings" section.

      NOTE: An Agency Owner, Manager, or Administrator can view ALL bookings for your Agency. 

  • Can I add my client's loyalty rewards number to the reservation?
    • If you wish to add the Loyalty Rewards number to the reservation, you must contact the hotel directly. Note this can only be done on GDS rates. 
  • Can I book and pay in a currency other than USD?
    • Yes, you may book and pay for Net and Web rates in USD, CAD EUR and GBP. 
      GDS and Booking.com rates are charged in the property's local currency. 
  • Who will be charging my client's credit card and when will the charges be made?
    •  Net/Web Rate reservations are charged by ezBookPro and will show "EZBOOK" on the credit card statement. The credit card will be charged at the time of booking.
    • GDS/Booking.com reservations are charged by the hotel in the hotel's local currency. The credit card may be charged at any time up to the arrival date. 
    • Service Fees will always be processed by ezBookPro and will show "EZBOOK" on the credit card statement. The credit card will be charged at the time of booking. 
  • When are Commissions paid?
    • ezBookPro processes commission twice monthly. Checks and/or ACH deposits are initiated the week of the 15th and week of the 30th. 
    • Commissions are always paid directly to your host agency. Host agencies are responsible for remitting payment to the Agent. 
    • Payment Timing: 
      • Web and Booking.com rates are paid 45 to 60 days after check-out
      • Net rates are paid 15 days after check-out
      • GDS rates can take up to 90 days to be paid. Independent and/or international hotels may take longer to process payments. The Agent will be paid when the commission is received by ezBookPro. 
  • Commission Inquiries 
    • Please call the ezBookPro Customer Service Team at (800) 858-0081 during normal business hours (Monday - Friday, 8 AM to 6 PM EST) with any commission inquiries or send an email to ezbookcommissions@ABCGlobalServices.com including the Record Locator and other pertinent details re: the commission. 
  • How can I make change to existing reservations?
    • Reservations cannot be modified. You must cancel the original reservation and rebook a new reservation. Make sure you check the cancellation policy to avoid any penalties on the original reservation. 
  • My client's name was misspelled. How can I fix this? 
    • Please contact the ezBookPro Customer Service Team at (800) 858-0081 during business hours (Monday - Friday, 8 AM to 6 PM EST) or send an email to info@ezbookpro.com
  • How do I cancel a booking?
    • Find your client's reservation in the "Manage Bookings" section. You can use the Filter bookings drop-down menu to search by any number of criteria.
    • Clicking the "Cancel" button at the top left of the page will cancel ALL services related to that confirmation. 
    • You may cancel individual services by scrolling to that portion of the reservation and clicking the "Cancel" button on the right side. 
  • Cancelling a Booking.com reservation
    • You must contact the ezBookPro Customer Service Team at (800) 858-0081 during business hours (Monday-Friday, 8 AM to 6 PM EST) or send an email to info@ezbookpro.com
  • What is the maximum number of adults and children per search?
    • The system is flexible to search for up to 8 people per room. Not all properties will have inventory available for the number of guests, so inventory may be limited. 
  • How do I make a group booking? 
    • Groups of 9 or more rooms can be made by clicking on the Groups Tab on www.ezBookPro.com or by calling (800) 820-6738
  • Is the system mobile-responsive?
    • Yes; the ezBookPro website is mobile responsive, so you may use an iPad or smart phone (both Apple or Android platforms) to search and make reservations.
  • What is ezREWARDS?
    • ezREWARDS is ezBookPro’s travel agent loyalty program. Every hotel booking on ezBookPro can earn points to redeem for gift cards from our hotel and retail partners.

  • How can I participate in ezREWARDS?
    • First you must be a registered agent on ezBookPro, then all you need to do to join ezREWARDS is complete the ezREWARDS Sign Up form.

  • How do I earn and redeem my points?
    • Complete details of how to earn and redeem points; and complete program rules are displayed on the ezREWARDS website you will have access to once you join.