HICSS-35 January 7-10, 2002 Hilton Waikoloa Village (on the Big Island) 425 Waikoloa Beach Dr.

Waikoloa, Hawaii 96738

**PLEASE RETURN THIS FORM DIRECTLY TO THE HOTEL** FAX: Reservations (808) 886-2902 Or call: (808) 886-1234 or 1-800-HILTONS Or visit www.hiltonwaikoloavillage.com (enter Group Code "HIC") Your conference registration will be verified prior to your arrival. Name_____________________________________________________________________________ Address __________________________________________________________________________ City _____________________________ State ________ Zip _______ Country_______________ Phone (Home) ________/__________________ (Office) _______/_________________________ (Fax)_______________________ e-mail address _______________________________________

ARRIVAL
Date / Time / Airlines /Flight #

DEPARTURE
Date / Time / Airlines /Flight #

ACCOMMODATIONS $149/night
$169/night $199/night

#nights at hotel _____

Garden/Golf/Mountain View _____ Partial Ocean View _____ Deluxe Ocean View

_____

All rates subject to HI state room tax (currently 11.41%). Single or double occupancy Additional person @ $35 Hotel policy limits 3 adults or 2 adults with 2 children per room. Children under 18 are complimentary when accompanied by parent.
Sharing room with ___________________________________________________________ Name of individual (If children, please list names & ages) Special Requests (not guaranteed): ___One King OR ____2 Double Beds ___Smoking OR ___ Non-smoking

HICSS-35 CONFERENCE, Jan 7-10, 2002 HILTON WAIKOLOA VILLAGE Page 2 of 2 GUEST NAME: (Please print) _____________________________________

PAYMENT METHOD
By Personal Check or By Credit Card Type: Visa By Company Check Check

# _______

-MasterCard American Express Discover

Diner's Card Number:

Other card

__________________

___/___/___/___ ___/___/___/___ ___/___/___/___ ___/___/___/___

Exp: Date

____ ____ / 20 ___ ___

(Month Year)
Cardholders Name: Print)

_________________________________________(Please

Signature____________________________________________________ Date_____________________

**HICSS SPECIAL ROOM RATES APPLY Jan 1-Jan 16, 2002 only for HICSS participants and their guests, availability permitting. A minimum one-nights deposit is required, payable by credit card or by a company or personal check to the Hilton Waikoloa Village. PLEASE NOTE: All HICSS requests received after December 1, 2001 are subject to availability of rooms in the hotel. **HOTEL CANCELLATIONS: Cancellations up to 72 hours prior to arrival date will be refunded (1) nights deposit. Cancellations and No-Shows less than 72 hours before arrival date will be assessed nights deposit plus Hawaii State Tax charge. Payment for cancellation is made by retention of initial deposit made to hotel. ** EARLY DEPARTURES: Should an individual check out earlier than the confirmed dates, there will be an Early Checkout Fee (currently $50) assessed to the room account. Daily check-in time is 3:00 p.m. Check-out time is 12:00 noon. ** TIPPING: At the guests discretion, porterage is suggested at $2.00/bag.

How to Write a Cancellation Letter?

A cancellation letter is written to cancel an order, reservation, bookings, etc. Many organizations need a written document informing cancellations of your plans. This type of letter serves the purpose. In the letter, you have to directly mention in the very first line that your plans have been canceled. You have to give reason of cancellation and assure that the service is really good. You have to let the other party know that if you will get back to them once you require the service. This will help you in maintaining your relations. Your organization had booked a conference hall of a hotel for a meeting but later your company changed the plans, and then you have to write this type of letter to manager of hotel about the cancellation. You and your spouse had made reservations for a holiday package but you cannot make it due to work in office then you have to write a letter to travel agency for cancellation of your package. A cancellation letter is written for professional as well as personal purpose. The letter should use a positive and soft tone. Nowhere should the reader feel that you were not happy with the service so you are canceling. The letter has to be short and concise. Your letter should firmly state the reason of cancellation. The language used in the letter has to be formal as you are writing a professional letter. Here are some points that will help you in drafting a cancellation letter:

The letter has to be printed on company's letter head if it used for professional purposes. The letter should begin with the name and contact addresses of receiver as well as sender. The letter should address a specific person from the company. Use the word "Dear" followed by the name of the person to begin the letter. The letter should give the reason of cancellation of your hotel booking, flight booking, reservations for a tour etc. Make sure that you have a valid reason, which can be easily understood by the other party The main idea of the letter has to be clear and complete. The details like date, ticket number, and destination of traveling have to be mentioned. End the letter with a complimentary close using phrases like thanking you, yours sincerely etc. That has to be followed by the sender's name and signature. Use a professional font and readable font size. The letter has to be flawless and typed on good quality paper. Proofread the letter before sending it to the receiver as a letter gives picture about your company and you. It can help in brand building.

A Sample Cancellation Letter

Brian Holding 1113 East Franklin Avenue, Minneapolis, MN, United States (612) 729-0554 April 25, 2008 Andrew Thomas 2211 11th Ave E, North St. Paul, MN, United States (651) 770-5570 Dear Mr. Thomas: On a very sad note, I need to cancel my reservation for the three day package starting 27 April 2008. I am busy with my office project and would not be able to go for a holiday. The clients want the project to be completed early and therefore the entire schedule has collapsed. The work related pressure has made me postpone my vacation plans. I have put them on hold for some time. I regret the cancellation as I needed a break from the stressful professional life. I hope you can refund the advances paid to you. I apologize for the trouble. I will get back to you once I have leisure time. I m very much interested in your holiday package and will avail it once, I'm free from my busy work schedule. Thanks for your services and co-operation. I will give you a call to confirm my reservations when I will be free from my official duties in a fortnight. Yours sincerely Brian Holding

Pre-arrival Letter to Hotel for Corporate Guest

[Date] [Addressee] Dear [Name]: This letter is to confirm our recent telephone conversation regarding [name of guest] stay at your hotel next week. All charges are to be directed to me at the address on our letterhead. [Name of guest] will arrive at the [name of airport] airport on [date]. They should be checking in around [time]. The rate for the room will be $[dollar amount] plus tax per day. They will probably be staying for [#] days. Please have flowers in their room when she arrives.

Thank you for your anticipated cooperation.

Yours very truly,

DEFINITIONS Hotel An establishment (building) that provides lodging, meals, and other services to the traveling public on a commercial basis. Guest A visitor to a Hotel who pays for accommodations, meals or other services and uses the Reservation System of the Operator to make the Reservation. Operator TravelSites Ltd. A Company with its headquarters located on 25 de Mayo Street 584, Cochabamba, Bolivia. Reservation System - An on-line Hotel reservation system accessible at the domain name www.boliviatravelsite.com (the Website) enabling visitors to the Website to book Hotel services. Order an electronic document (form), which is the only means of making Reservations. Reservation an Order of requested services (for example an overnight hotel stay) accepted and confirmed by the Operator. Voucher an electronic document sent by the Operator to the Guest confirming the Reservation. The Voucher should be presented at the Hotel as proof of purchase. SUBJECT AGREEMENT The subject agreement defines the terms and conditions under which the Operator provides the Guest with the Reservation services of overnight stays and other services in the Hotels. RESERVATION OF SERVICES The purchase of overnight accommodations or other tourism services is executed by means of the completion and dispatch of an Order. The Guest is required to complete the order form correctly. The Operator does not take any responsibility for the negative effects resulting from the incorrect completion of the Order form by the Guest. It is the responsibility of the Guest to verify whether the Voucher, confirmation of the services booked, was received successfully. In the case when this document is not received, the Operator must be informed as soon as possible by Guest. The Operator does not guarantee a successful delivery of the reservation confirmation document and does not take responsibility for the negative effects resulting from a missing Voucher during the accomodation of the Guest at the hotel. PRICES The exhibited prices are per room, apartment, or other accommodation, per night. All prices include taxes. The exhibited prices include breakfast provided by the Hotel, unless explicitly stated otherwise. In case the breakfast is not included in the price, the Guest will be informed of this fact during the reservation process. Guest accepts that the exhibited prices are subject to change within prior notice. Operator will confirm the actual price during the reservation process and will provide it on the Voucher (reservation confirmation document). Operator does not charge any additional fees for acting as an intermediate in the reservation of overnight accommodation as well as other ordered services. PAYMENT OPTIONS The only legally binding unit of currency for payments is the Euro (EUR). The exhibited prices in other foreign currencies (USD, GBP) are approximations, converted according to the daily average currency exchange bank rate. There can be minor differences in the final price charged due to differences in the exchange rate used by the credit card authorization centre or the Guests bank. CREDIT CARD The Reservation price is automatically authorized once the Guest has completed and successfully submited Order. Authorizations are executed by PayPal, utilizing an encoded, secure connection. The Operator reserves the right to block the authorized funds until the Order confirmation, up to 7 working days from the time of their authorization.

The Guests Credit Card is debited at the moment of the confirmation of the Reservation by the Operator. The Operator reserves the right to reject an Order in case the Guests credit card funds are insufficient to cover the costs of the ordered services or the credit card vendor rejects the transaction. ADDITIONAL SERVICES Payment for any additional services used by the Guest at the Hotel or at another entity (for example parking, laundromat facilities, cable television, mini-bar and others) not reserved through the Operator will be the sole responsibility of the Guest. CONFIRMATION OF THE RESERVATION The Operator enables two different types of Reservations depending on the accessibility of services: ON-LINE Reservation services are accessible in real-time (online), in which case the Operator instantly confirms Reservation and sends the Guest the Voucher to the e-mail address provided by the Guest during the reservation processs. ON-REQUEST Services services are accessible on-request (available off-line), in which case Operator checks the availability of the services at the Hotel or other entity and has 24 hours (during workdays) and 48 hours (during non-workdays) from the moment the Order was completed by Guest to confirm the Reservation. For successful and fully paid Reservations the Guest, along with the Order confirmation, also receives a Voucher which is an essential document to be presented at the Hotel or other entity to ensure proper services.

CANCELATION OR MODIFICATION OF A RESERVATION Any modifications or cancellations of a Reservation must be performed using the electronic form accessible in the Reservation System. The Operator is not obligated to accept modifications or cancellation requests in any other form. Any changes or cancellations made by the Guest need to be verified and confirmed by Operator in writing. If no restrictions apply, the Operator will modify or cancel the Reservation without any additional costs to Guest. The actual Terms and Conditions of modifications and cancellations may differthan from the general rules presented below, depending on the specific Hotel and the particular offer details. The Operator will inform Guest of the actual and binding Terms and Conditions in a clear and concise manner during the booking process on the order form as well as the Voucher. In case no specific conditions are listed on the order form or the Voucher, the following Terms and Conditions shall apply: No charges apply for cancellations or modifications of a Reservation if made at least 72 hours before the day of the service commencement. Charges equal to 100% of the cost of the first night stay apply for cancellations or modifications of a Reservation if made less than 72 hours before the day of the service commencement. Charges equal to 100% of the cost of the full stay apply for no shows without prior cancellations or modifications of a Reservation. For cancellations made in accordance with the Reservation Terms and Conditions, the Operator will reimburse to the Guest the full amount charged, minus any cancellation costs resulting from a particular offer or the general Reservation Terms and Conditions. The Operator does not take responsibility for the currency exchange costs LIABILITY If the originally reserved services become unavailable for any reason, the Operator will try to the best of his ability to provide the Guest with as similar as possible in price, standard and duration of alternative services. If the Guest rejects the alternative proposition of a similar service, the Operator will reimburse to the Guest the full amount charged. In any event, the Operator's liability is limited only to the amount that the Guest was charged for

the services of the Hotel while making a Reservation through the Reservation System. After that amount is reimbursed to the Guest the Operator is freed of any additional claims of action by the Guest. The Operator takes great care to present up to date and accurate information in the Reservation System. However, the Operator is not the owner of any Hotel facilities presented in the Reservation System, therefore: The Operator does not take any responsibility for any damages suffered by the Guest at the Hotel. The Operator cannot be held responsible for incorrect information provided by the Hotel itself in the Reservation System. The Operator does not take responsibility for liabilities resulting from no vacancies at the Hotel which for example can accur when the Hotel sells more accommodations than it actually holds. The Operator does not take any responsibility for any inconvenience or unpleasant circumstances at the hotel that result for example from inaccessibility to recreational services, pool renovation, a water or power shortage and any other similar occurrences. The Operator can not be held liable in crisis situations beyond the Operators control, such as natural disasters, strikes, wars, biohazards, etc, where the realization of the Reservation is impossible, in which case Operator is released from any responsibility to fulfill the Reservation obligations and does not answer for any consequences regarding the legal binding of these Terms and Conditions. COMPLAINTS Any complaints associated with the services rendered by the Hotel should be filed by the Guest directly with the Hotel prior to or at the time of departure or at the latest within 48 hours after the completion of the service. If the Guest approaches Operator for whatever reason with a complaint about the services rendered by the Hotel, the Operator shall refer the complaint to the Hotel with the objective of ensuring that the complaint is dealt with as quickly as is practically possible by the Hotel. GUEST INFORMATION The data collected by the Operator when the Guest books a Reservation through the website, such as Name, telephone and fax numbers, email addresses and payment details is used to process and book Reservation and to notify the Guest about the Reservation details by email or fax. CONCLUSION The Guest certifies that he/she has read the User Agreement and agrees to be bound by it. The User Agreement was created under the strict guidelines of Bolivian law. The Bolivian internal laws, without regard to the principles of conflicts of laws, will govern this agreement and any dispute of any kind that arises between the Guest and the Operator. In the case of one point of the Agreement becoming invalid, this will not affect the remaining points of the Agreement. The Operator reserves the right to change the Terms and Conditions of the Agreement at any time without prior notice.

HOW TO HANDLE GUEST COMPLAINTS How to handle hotel guest complaints is through attentiveness. Such attentiveness requires the obvious, which is attention, along with genuine sensitivity and substantiation. When a guest believes there is cause to lodge a complaint, the expectation of an effect exists. Almost all guest compliments are received by the hotels front desk staff. As hotels constitute a major portion of the hospitality field, excellence in customer service for guests is an industry standard. While a hotel provides accommodations, it is at the discretion of front desk staff to provide guest services. These services also encompass the occasional opportunity to resolve hotel guest complaints. To handle hotel guest complaints, you will benefit from a familiarity in or with: Knowledge of relevant hotel policy Front desk guest parameters Managerial resources Maintenance access Customer service Resolution expertise Retention skills Diplomacy Patience

1. Listen attentively to the hotel guests complaint. It is important for a desk clerkor any other member of the hotels staffto make eye contact upon listening to the guest. The desk clerk should maintain serious facial expression, and poise in posture that demonstrates attention. Avoid any temptation to interrupt or interject while the guest is voicing a complaint. This strategy shows respect to a guest that is dissatisfied, while it enables the desk clerk to understand the problem. 2. Identify with the hotel guest. Rather than to express an all-so-common, I am sorry, sincerely acknowledge with a full apology for the guests unfortunate experience or inconvenience. Apologizing does not reflect upon a desk clerks representation, though rather and appropriately on the behalf of the hotel. When a hotel representative identifies with the guest, an opportunity to establish communication and confidence is possible. 3. Assess the complaint. In a proactive manner, substantiate any circumstance or issues that are adversely impacting the guests hotel stay. In a feasible fashion, promptly advise this guest that a solution to the problem will be sought. Display sensitivity, and inquire of the guest if any form of temporary comfort or convenience may suffice while this complaint receives attention. If at all possible, deliver on what the guest may temporarily request. Should the interim request be impossible to provide, suggest other momentary alternatives that are available. 4. Consider the guests complaint. Quickly categorize the complaint as to its originessential, amenity or service. Determine how the complaint ranks in its severity. Decide the best course of action to seek a resolution. Contemplate if such a complaint is within the scope of the hotels front desk to resolve, or will it necessitate a more extensive or external option. 5. Plot the course towards resourceful action. Use the origin of a guests complaint to seek resources. Decipher if the nature of the matter is a housekeeping, maintenance, amenity, or service issue. Draw upon a responsible hotel source that correlates with whatever matter is at cause for the complaint. 6. Delegate a complaint to the appropriate resource. For an optimum resolution, immediately make all possible efforts to contact the appropriate member of hotel personnel. Upon reaching the applicable staff member, thoroughly, though concisely, explain the guests complaint. Inquire of the responsible staff member as to how the issue will be resolved, and the approximate time that it may take to remedy such a posed situation. 7. Apprise the guest of action. Advise the inconvenienced guest as to how this hotel is progressing to resolve an unacceptable situation. Should the scope of the problem be excessive in either scope or time frame, then take a different course of action, and accommodate the guest. 8. Compensate for the hotels mishap. When a guests complaint has been addressed and resolved, do not let the inconvenience pass without retribution. Dependent upon the infraction, present this guest with extra amenities, service, upgrade, or even an additional nights stay. Through such an ethical act of hospitality, both guest retention and satisfaction are achieved. 9. If circumstances are at an extreme, exercise alternative options. Should the complaint, upon validation, be to the extremes that exceed a reasonable remedy, relocate the guest to equal or greater accommodationswithout any further charges.