Policies governing the PEI Central Reservation System

As of January 2009, Tourism PEI introduced a Central Reservation System through the BookPEI Tourism Management System (formerly called Slumberland). This new system will allow visitors to PEI to book rooms/units directly online, be it through the Tourism PEI website, the Tourism PEI call center, the Visitor Information Center as well as various marketing partners. The following document governs the business dealings between Tourism PEI, the tourism operators and the customers using the system:

  1. FEES: Any licensed tourism operator may make inventory available for direct online booking through the Tourism PEI website, VIC's and Destination Centers, The TPEI Call Center and other partner sites. BookPEI will be a commission-based reservation system commencing in 2011 following the free introductory period.
  2. RESERVATIONS: A booking through the Central Reservation System is an agreement between the tourism operator and the customer. Tourism PEI only assists and guides the reservation process. In order to properly guarantee bookings, cancellation policies must be properly listed and explained. Operators can input their respective policies on BookPEI (Slumberland).
  3. PAYMENTS: Bookings are secured through the customers credit cards. Tourism PEI transfers credit card information to the operator. Even though credit card numbers are collected to secure a reservation, they are not being processed or verified by TPEI. If upfront payments are required by operators, they need to be arranged directly between them and their customers. Tourism PEI is not responsible for collecting or distributing funds. If a traveler has not fulfilled their end of the contract, the credit card number can be used to charge a fee in accordance with the operator's cancellation policy.
  4. POLICY: Tourism PEI will be guided by the principle of responding to customer needs during the booking process. It will not favor any one tourism establishment over the other. Tourism PEI understands that this would lead to a loss of credibility for the entire system. Vacation planners in the call center or at the VIC's will work with customers to narrow down the search criteria, but not recommend specific choices.
  5. PRIVACY: Tourism PEI is bound by the Freedom of Information and Protection of Privacy Act R.S.P.E.I. 1988, Cap. F-15.01, which governs the collection, use, disclosure and security of personal information.
  6. ACCURACY: The Central Reservation System will only work if listed inventory is accurate. The PEI tourism industry cannot afford the loss of credibility that accompanies inaccurate inventory information and double bookings. Tourism operators agree to only communicate inventory that is correct and up to date. To ensure accurate inventory information, Tourism PEI will periodically check inventory accuracy. A double booking will count as an infraction as will the adding of hidden fees, not disclosed at the time of booking. In case of three documented and confirmed infractions, the operator's listing will be removed from the system for the duration of a month. Repeated infractions will lead to longer removals from the system.
  7. BLACK-OUT DATES (De-listing rooms/units during the peak season): The Central Reservation System is designed to serve both operators AND visitors to PEI. This system will become especially important to visitors during times of high occupancy as it saves them time and trouble finding an accommodation. While Operators have the flexibility to only list a portion of their available inventory for direct booking, Tourism PEI requires that there be no black-out dates for the Central Reservation System. This means that whatever the inventory was online through the off- and shoulder seasons be also made available during peak season.
  8. INFRACTIONS: There are three types of infractions:
    1. Misrepresentation of the property and prices
    2. Misrepresentation of unit availability or vacancy
    3. The use of black-out dates (de-listing of units during the peak season)
    Infractions will be monitored by Tourism PEI and three verified infractions within 12 months will lead to a removal from the Central Reservation System for one month. Repeated infractions may lead to removals for longer periods. A customer complaint does not result in an infraction and will only be recorded if an investigation shows it to be justified.
    Tourism PEI Vacation Planners will work with operators to make sure that honest mistakes will be avoided or minimized.