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The document is a confidential internal playbook released by Hilton on January 26, 2018 to introduce and operationalize the “AAA/CAA Prepay and Save” discount rate across all Hilton brands. It outlines the strategic rationale for the partnership with AAA/CAA, the target audience (leisure travelers, Honors members, AAA/CAA members), and the commercial goal of driving direct, low‑cost bookings from price‑sensitive members. The playbook details the SRP (Special Rate Plan) configuration in Hilton’s OnQ and OPERA systems, including the specific SRP groups (MNDR1 for short‑lead and MNDR2 for long‑lead), codes, inventory controls, rate level placement, and commission structure. It specifies eligibility rules (proof of active AAA/CAA membership, max two rooms per cardholder), the non‑refundable pre‑payment requirement, and the strict cancellation/no‑show policy that mandates full local deposit collection. Front‑office and finance procedures for handling deposits, declined cards, and daily posting are described, along with guidance for using OnQ alerts and group comments. Marketing activation responsibilities are assigned to Channel Marketing and Global Travel Partnerships, listing owned media (web, email, social) and partner channels (online, print, partnership). The document also enumerates offer terms and conditions, blackout and stay‑length restrictions, discount ranges, and legal language about refunds, extensions, and currency. Finally, contact information for brand performance support, advice line, and partnership campaign queries is provided. The playbook serves as a step‑by‑step operational manual for revenue management, front office, GMs, sales, and related teams to launch, manage, and enforce the AAA/CAA Prepay and Save rate.
Topics
SRP Group Configuration and Inventory Management in OnQ/OPERA
Step‑by‑step instructions for creating and modifying the AAA Prepay and Save SRP using the MNDR1 (short‑lead) and MNDR2 (long‑lead) groups, including SRP codes, authorized values, and rate level placement.
Eligibility Rules and Package Benefits
Defines who can book (active AAA/CAA members, Honors members), proof requirements, room limits per cardholder, and the benefit that Honors members retain on‑property perks.
Marketing Activation Plan and Channel Responsibilities
Outlines the owned media (global web, landing page, social, email) and partner channel tactics (online, print, partnership) that will promote the rate, and assigns ownership to Channel Marketing and Global Travel Partnerships.
Front Office and Finance Procedures for Pre‑Payment and Deposits
Details the requirement for 100 % local deposit collection at booking, daily posting processes, handling of declined cards, and use of OnQ alerts and group comments.
Cancellation, No‑Show, and Refund Policy
Specifies that the rate is fully non‑refundable, no changes allowed, and that the hotel retains the full amount for cancellations or no‑shows, with guidance on guest communication.
Offer Terms, Conditions, and Legal Disclaimers
Lists blackout dates, minimum stay requirements, discount ranges, BAR reference, currency handling, and the non‑transferable nature of the offer.
Support Contacts and Escalation Paths
Provides phone numbers, email addresses, and role‑based contacts for brand performance support, advice line, and partnership campaign inquiries.