PAL Energy Smart, LLC

TripValet - FAQs

17
Questions

Contact Us
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    Do the certificates have an expiration date?
    Yes, all certificates created will be assigned an expiration date 30 days out. Please note that the expiration date printed on the certificates only pertains to the actual activation/redemption of the certificate. After your customers activate a vacation certificate, they will have at least 12 months to travel.
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    Do my customers have to set their reservations and travel by the expiration date printed on the certificate?
    No. The expiration date pertains to redemption/activation of the vacation certificate only. Once your customer redeems/activates a vacation certificate they will then have at least 12 months to travel.
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    How are you able to offer these incentives?
    We contract with the world leading hotel chains, cruise lines and resorts to help them fill their otherwise empty rooms. We help fill empty rooms which the hotels, resorts and cruise lines turn into additional revenue from other areas of their property and future bookings. Hotels rarely experience full occupancy, yet they remain open, providing rooms and services at fixed costs. So when hotels give out their rooms by partnering with marketing companies like us, they might miss out on the room fee, but they already didn't have that in the first place, at least now they have the opportunity to gain a customer for their in-house restaurants, room service, their casinos, an extra day stay, future bookings, etc. The magic of why our program works so well is the fact that it's a win win for everyone involved. You win because you gain more business from using our incentives. Your customers win because they received an awesome incentive gift from you. The hotels, resorts and cruise lines win because they gain additional revenue from other areas of their establishment that they otherwise would not have been able to get and they also have a new client that may book with them in the future.
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    Do my customers get to choose destination?
    Yes, your customers do get to choose the destinations that they wish to travel to.
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    How does my customer redeem the certificates?
    Your customer may activate a certificate online, by fax, or by regular mail. Customers who activate online can instantly fill out the reservation request process, eliminating the wait for snail mail. Our activation process requires only a couple steps and is easy and efficient to complete.
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    Can I use the certificates myself?
    We definitely encourage our members to use the certificates for themselves. We want you to be excited to be able to offer our incentives to your customers.
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    What do the certificates look like?
    You can preview samples of all the certificates on our website before they are issued. We offer multiple ways currently to distribute the incentives to your customers. 1. You can print pdf certificates to provide your customer with a tangible product. 2. You can send e-certificates to your customers by email.
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    How many vacations can I give away with my membership?
    As a member you can give away an unlimited number of digital certificates. Your customers can activate each individual vacation certificate type (once only) in a 12 month period.
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    What are the taxes and fees and what are the based on for the travel certificates?
    The taxes and fees are based on a few factors, examples include but are not limited to: Sales tax based on the full rate of the accommodations, maid service fees, zone surcharges, travel agency fees, federal, state, local or municipal taxes, etc.
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    Can my customer's book before the required 30 day advance notice on the travel certificates?
    The properties that we work with release their unoccupied inventory to us just 30 days ahead of time so there is no way around this. Remember, we are filling otherwise empty rooms for the participating properties and this is the time frame that they use to project what their unoccupancy will be. Based on what their projection is will determine how many allotments they can provide to us for these promotions. We don't even have available inventory to us before 30 days.
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    I am in the Insurance, Financial Services & Real Estate Industry; does gifting my clients with your certificates violate my state ethics regulations?
    There are very specific regulations regarding "gifting" your clients in these industries. It is our understanding that if you were to use an incentive as a way to "bribe" a customer or anyone for that matter into sending you referrals would be against regulation. However, if you use it as a gift after the purchase, just as a thank you to your customer, it is our understanding that this scenario would be in compliance. This was found directly on the RESPA website: Can a lender give a borrower an incentive, such as a chance to win a trip or a rebate, for doing business with the lender? RESPA does not prohibit a lender or other settlement provider from giving the borrower an incentive for doing business with it as long as the incentive is not based on the borrower referring business to the lender. Also, you can use incentives as lead generators to help boost response rates to your ads. You are not requiring anyone to pay you any money so this strategy would be in compliance. Also, since your customer has to participate by sending in fees to receive the incentive gift, you are not actually giving them a vacation that you paid for. You are simply presenting them with the opportunity to take advantage of a really great offer if they are willing to participate. Since you are not purchasing the vacations outright, using our marketing incentives in these industries is compliant.
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    Since my customers have to pay the taxes and fees on the vacations, how do I explain it to them? How would I word it in my marketing material?
    This is a great question, we teach all of our customers NOT to use the word "Free" when promoting our incentives. Instead, we promote the use of words and phrases such as "Complimentary Vacation Certificate", This way you are in compliance and at the same time still getting the same response rates as if you did use the word "Free."
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    Can my customer cancel the activation and get their money back?
    This certificate activation is FINAL & NON-REFUNDABLE. Once dates are confirmed with the certificate no changes will be allowed. Cancellations after dates are confirmed will result in forfeiture of the activation fees. (The inventory used for these rooms are not as flexible as booking at retail rates, once confirmed changes will not be allowed and cancellations or no shows will result in forfeiture of fees paid)
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    Do my customers have to take a timeshare presentation in order to take advantage of your vacation certificates?
    No, your customers will never be required to attend any sales or timeshare presentation. These are real, top quality vacations with no hidden fees or strings attached. Remember, we are simply filling otherwise empty rooms which the hotels and resorts turn into additional revenue from other areas of their property, such as room service, spa, in house restaurant, bar purchases, extra day stay, etc.
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    Do my customers get to choose the hotel?
    Your customers do not get to choose the hotel because we book hotels based upon availability. Keep in mind that these are promotional offers that provide your customers significant savings on their travel so it's not going to work the same way as going to a website and paying full rate where you get to choose the hotel. With us, the properties that we work with and that participate in these promotional offers release the unoccupied inventory to us just 30 days ahead of time. So we don't even know what hotels are available before that time. We always choose the best hotel available at the time your customers want to travel. You can be rest assured that we only work with quality hotels from around the world and we won't even work with any property that has less than an overall 3 star review rating by other travelers on major websites.
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    Are flights included in these certificates?
    No the flights are not included, unless you are redeeming the Airfare & Hotel for Two Only Certificate. The recipient of this certificate is responsible for all expenses including but not limited to: airfare, transfers, food, gratuities, and any other miscellaneous expenses.
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    How can I cancel my TripValet Incentives membership?
    Your TVI membership is a monthly subscription. You can cancel at anytime. Once you are billed, your subscription will be active until the next monthly billing cycle at which time your subscription will be canceled. We will need your request to cancel in writing and we will process prior to your next billing cycle. To cancel, email us at [email protected]