CLC Reservation Processes

Date: January 26th, 2022

Written by Alecia Boyce, CHBA;CHRM;CHIA

Pre-Arrival

☐ Create reservations for any guests on Crew Faxes if the reservations have not already been made. (The reservation
may only be made for the exact dates and number of rooms on the Crew Fax.) This should be completed as many days
in advance of the reservation as possible to prevent overbooking.
☐ Ensure all CLC reservations have been created such that billing will process to a no-print folio as you are not
authorized to disclose rates with CLC guests even if they ask, and CLC can refuse payment if they determine you have
disclosed a rate.
☐ Review guaranteed payment methods on arriving CLC reservations. Update the method to direct bill for any
reservations guaranteed with a CLC credit card as you will not actually be able to process the card for a payment.
☐ Ensure that reservations are made for the contracted CLC rate by room type. Overcharges will not be paid by CLC
under any circumstances.

Check-In

☐ If the guest is using a Check-Inn Card, swipe the card/use the magnetic card reader to begin the process on the CLC
website. Enter all information requested on the site. Repeat the process for the second guest of a double-room using a
Check-Inn Card when applicable.
☐ If a Check-Inn card is declined, reach out to CLC support to see if the issue can be resolved. If not, you must secure an
alternate payment method. In addition, the guest is not authorized to receive the CLC negotiated rate.
☐ Avoid waiting until the guest is no longer at the counter to process the stay on the CLC site in order to prevent a
Check-Inn Card’s being declined after you have already allowed the guest to go to his or her room.
☐ If the guest is using a Crew Fax, you must verify that the guest has not arrived prior to the date specified on the Crew
Fax. If a guest arrives early, you must receive an updated Crew Fax from CLC prior to checking the guest in as a CLC
reservation. (If CLC does not authorize the early arrival, the guest will need to be checked in as any other guest would
be using an alternate payment method. The guest is not eligible to receive the CLC negotiated rate for the
unauthorized nights of the stay.)
☐ Review the CLC site daily to confirm if there are overdue arrivals needing to be checked in. 

During the Stay

☐ CLC recommends processing partial billings every 3-5 days for long-term stays. Review in-house guests and process
partial billings on Crew Faxes and Check-Inn Card reservations as applicable.
☐ If a guest with a Check-Inn card requests to adjust stay dates, ensure that you are adjusting the days on the CLC site in
addition to your PMS.
☐ If a guest using a Crew Fax asks to adjust the stay, you must reach out to CLC to obtain a new Crew Fax. No stays are
authorized to be extended without a new Crew Fax. If CLC does not authorize the extension, the guest will need to
provide an alternate payment method for the additional days and is not eligible to stay at the negotiated CLC rate.
New Crew Faxes should also be obtained if a guest is shortening a stay in order to prevent billing errors.

Departure and Post-Stay

☐ Verify the actual stay dates against the expected stay dates to ensure you are billing the correct amount. You may only
bill for actual stay dates.
☐ Ensure you have followed CLC’s 24-hour billing requirement. (If a guest checks in at 6pm on Monday but does not
depart until 5pm Tuesday, you are not authorized to bill the guest for a second night even if you normally charge a late
check-out fee.)
☐ Process final billing for the stay, whether for a Crew Fax or a Check-Inn Card.
☐ Check the guest out in both the CLC site and the PMS system.
☐ Remember you are not authorized to disclose rates at any point during the stay or at departure!
☐ Post payments from CLC against the AR when received.