Frequently Asked Questions

If you can't find the answer to your question, please get in touch. We are happy to assist you. 

 

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Subscriptions and pricing

Is a setup fee applicable?
Is a setup fee applicable?

No, we work with a recurring subscription fee only. No one off setup fees are applicable to get started.

How can I sign up?
How can I sign up?

After contacting us we can provide you with an agreement based on the size of your hotel and your specific requirements and add-ons. If you sign this agreement and send it back to us, we will get started as soon as possible.

How can I pay for my subscription?
How can I pay for my subscription?

You will receive an invoice for the subscription (first twelve months). Payments can be transferred to our bank account if paid per year, or with credit card if paid per month.

Is service and support included?
Is service and support included?

Yes, if you have any questions about your website or the Hotel CMS, you can contact us via support@porterforhotels.com, live chat or phone. We are happy to assist you and we will not charge anything for our support.

Which modules are included?
Which modules are included?

All Porter websites are equipped with a variety of modules. The following modules are included:

  • Pages
  • Room types (including filter)
  • Image gallery (including filter)
  • Promotion blocks
  • Content blocks (depends on template)
  • Review module
  • Location map with high lights
  • Route description
  • Contact form
  • News/blog module
  • or Event Calendar module
  • Newsletter subscription (Mailchimp or other provider)
  • Package module
  • Redirects
  • Social media
     
Which modules are optional?
Which modules are optional?

We offer a couple of optional modules that might be useful for your hotel. Please find an overview below:

  • Restaurant, including:
    • Opening hours
    • Integration restaurant booking engine
    • Menu upload tool
  • Meeting and events, including:
    • Meeting room overview
    • Meeting packages
    • RFP form
  • Wellness, including:
    • Wellness treatments
    • Wellness packages
    • Wellness booking form
  • Conversion triggers
  • Chat tool
When and how can I cancel my subscription?
When and how can I cancel my subscription?

As we spent a lot of time in the configuration and styling of your website and we do not charge an initial setup fee, we do have a minimum subscription period of 12 months. After the first year you can cancel your subscription at the end of the term with a notice period of two months.

Do I have to renew my subscription?
Do I have to renew my subscription?

No, subscriptions will be renewed automatically for the period of twelve months.

Do I get my money back if I cancel my subscription before the end of the subscription period I paid for?
Do I get my money back if I cancel my subscription before the end of the subscription period I paid for?

We do not offer refunds on amounts that are already paid.

Can I change to a different template?
Can I change to a different template?

After the first 12 months of your subscription, you can change to another template. Please note that a new minimum period of 12 months is applicable after the launch of the revised website.

How many languages are included?
How many languages are included?

In every website and Hotel CMS configuration, three languages of choice are configured as a standard. Do you prefer more languages? Please let us know. An additional fee per extra language will be applicable.

Can I use my own domain name?
Can I use my own domain name?

Yes, Porter clients do preferably own their own domain name. We will assist you with the change of the (DNS) settings of your domain in order to get your new website live.

Can I use my own hosting solutions?
Can I use my own hosting solutions?

No, together with our Hotel CMS platform, every Porter website is hosted on our fast and secure servers. In order to guarantee a safe and high performing website, we do not offer the possibility to host a Porter website elsewhere.

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Setup

What is necessary to get started?
What is necessary to get started?

In order to get started we require the following files and information:

  • Logo files and information about your corporate identity and style (e.g. fonts, colours, use of logo, etc.).
  • At least 16 high res images, preferably in landscape position and made by a professional (hotel) photographer.
  • Information about the booking engine that you want to connect (booking engine name, hotel id, room type / package id’s).
  • Social media profile addresses.
  • Contact information.
  • Email address(es) for forms.
  • Template you want to use.
  • Information or access to the administration area of the domain name you want to use.

Files can be send via becurious.wetransfer.com, please send information to: setup@porterforhotels.com.

How will the setup procedure look like?
How will the setup procedure look like?

1. Sign up.

When you sign up via our website (here) you will receive an agreement based on the size of your hotel and the optional modules that might be useful for your hotel. When you sign and return the agreement, we will get started shortly.

2. Collection of information and files

First please send us the information stated above to setup@porterforhotels.com. After we have received the information, we will start with the configuration of the website based on your input and the template that you think suits best.

3. Setup

After we have completed the setup and styling, we will send you the location of your new website on our beta-server. Please take a thorough look and send us back your feedback or remarks. If possible we will adjust the website based on your feedback.  

4. Loading of content

The next phase is the loading of the content. You, or your colleagues, will get access to the Hotel CMS and will receive a training in the use of this system. Text and images can be filled in. Do you have all text and images complete (for example in your current website) then we can assist you with the loading of the content.

5. Booking engine integration

We will now connect the booking engine of choice to the new website.

6. Fine tuning and testing

Your website is now almost ready. We will fine tune the settings (for example SEO-settings, file names, etc.) and test the new website on different browsers and screen types.

7. Launch of website

After your approval we will start with the launch of the website. We have an extensive check-list that we use, so that everything is done right. When the website is placed on our live server we will assist you with the change of the DNS settings of the domain name you want to use. When this DNS change has been carried out, your website will be live. We will send you a notification when this is the case.

8. Post launch

After the launch of your website you will have access to the Hotel CMS to carry out changes to the website content yourself. Also you will have access to Google Analytics so that you can see how the website is performing. When you have any questions about the website or Hotel CMS, please contact our support department.

Who is responsible for the website content?
Who is responsible for the website content?

Our hotel clients are responsible for all website contents, including texts, translations and images. Do you need assistance? Please let us know, together with various partners, we offer additional services in terms of copywriting, hotel photography and translation services.

Who will load the website content?
Who will load the website content?

You can load the initial website content yourself via the Hotel CMS. Do you have everything in place (for instance on your current website or in a document (per language)), then we are happy to assist you.

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Website

How can I add an additional language to the website?
How can I add an additional language to the website?

As a standard we will configure the websites and the hotel CMS in one main language and two additional languages. You can decide whether the website should go live in only the main language or in all four languages. If you decide to add extra languages in a later stadium, please let us know. We will configure the website and languages accordingly. Please note that an additional fee may be applicable.

Which languages within the website are supported?
Which languages within the website are supported?

We have the possibility to configure your website in every language possible.

Is there a maximum of data traffic?
Is there a maximum of data traffic?

No, however we do work with a fair use policy.

Is our Porter website GDPR compliant?
Is our Porter website GDPR compliant?

Yes, we take the privacy of the visitors of Porter websites very seriously. In general we do not store any personal data on our servers. Our services are secure and the connections are encrypted. We offer data processors agreements to our clients and our servers our hosted in save and secured locations in the Netherlands.

Which Internet Booking Engines do you work with?
Which Internet Booking Engines do you work with?

We are independent of booking engine providers. This means that hotels can decide which booking engine should be connected to their website. We do have years of experience in the integration of booking engines from providers like Synxis, Travelclick, MEWS and Siteminder. For each provider we have scripts that make the connection between the website and booking engine as seamless as possible. Do you have any questions about the integration of booking engines within the website, please feel free to get in touch.

Do you offer secured connections / SSL certificates?
Do you offer secured connections / SSL certificates?

Yes, all connections are encrypted and secured via a certificate of Let’s Encrypt. More information regarding Let’s encrypt.

Can I supply my own SSL certificate?
Can I supply my own SSL certificate?

Yes, if you want to use your own certificate (for instance an extended validation certificate), you can get in touch with our support department. We will take care of the implementation. 

Can we integrate a video?
Can we integrate a video?

Yes, video’s that are hosted on platforms like youtube and vimeo can easily be integrated. Please contact our support department for more information.

Can we use an external widget (eg. Price comparison or chat tools)?
Can we use an external widget (eg. Price comparison or chat tools)?

Yes, we allow a multiple of tools and widget as long as they are save and do not mess up the performance of the website. Please contact our support department for more information.

Will you integrate Google Analytics?
Will you integrate Google Analytics?

Yes, as a standard we will integrate the tracking scripts of Google Analytics into the website. Please make sure we are added as a user with admin rights in order to carry out the implementation successfully. If you don’t have a Google Analytics account yet, or if you prefer a new one, please let us know. We will take care of the setup and give you access to the account when the website is launched.

Will you assist me with the configuration of e-commerce tracking within Google Analytics?
Will you assist me with the configuration of e-commerce tracking within Google Analytics?

Yes, in our opinion it’s crucial to measure the performance of the website in terms of conversion. In order to track the conversion rate of your website in terms of reservations, e-commerce tracking should be enabled and activated. This is possible with most of the booking engine providers we work with.

Can I use my own website performance measurement tool?
Can I use my own website performance measurement tool?

Yes, you can provide us the tracking scripts and we will take care of the implementation.

Can we use Google Search Console?
Can we use Google Search Console?

Yes, as a standard we will activate and authenticate Google Search Console upon the launch of the website. Please contact our support department if you want access to the Search Console for your website.

Can we use Google Tag Manager?
Can we use Google Tag Manager?

Yes, please contact our support department to get access to Google Tag manager for your website. Note that we do not offer publish rights as we need to be sure external scripts and widgets are valid, safe and do not mess up the loading time or performance of the website.

Is there a way to further improve the conversion rate of my website?
Is there a way to further improve the conversion rate of my website?

We offer an optional module called ‘Conversion Triggers’. The triggers consist of smart notifications which will entice website visitors to make a reservation or to fulfil another target like newsletter subscription or banqueting inquiry. Please contact our sales team for more information.

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Hotel CMS

Which languages are supported within the Hotel CMS?
Which languages are supported within the Hotel CMS?

Currently you can use the Hotel CMS in English, German or Dutch. Do you want to work within the Hotel CMS in your own language? Please let us know, we will try to implement the suggested language shortly.

What is a Hotel Content Management System?
What is a Hotel Content Management System?

A Content Management System can be used to manage the contents of a website. Porter offers a specialised Hotel Content Management System that is designed and developed for hoteliers. This system gives hoteliers the possibility to manage all multilingual website contents via one easy-to-use system.

Is there a maximum of Hotel CMS users?
Is there a maximum of Hotel CMS users?

No, we have no limit in users of the CMS for your hotel. You can add users yourself or get in touch with us in order to add new users, change user rights or remove users.

I forgot my password or username, can I request a new one?
I forgot my password or username, can I request a new one?

Your username is your email address. If you forgot your password you can request a new one via this page.

Can I carry out changes to the content myself?
Can I carry out changes to the content myself?

Yes, all multilingual website contents including pages, packages, images, room types, etc. can be managed easily.  

Can I have information on the website’s performance within the Hotel CMS?
Can I have information on the website’s performance within the Hotel CMS?

Yes, you can connect your CMS profile to your Google Account. If a Google Analytics account is associated with your Google Account, you will able to select this via the settings. After successfully connecting these accounts, you will be able to get insights in your websites’ performance on the dashboard of the Hotel CMS.

Do I have to add images to all language versions of my website?
Do I have to add images to all language versions of my website?

No, all images that are loaded into the dedicated areas within the website only need to be added for the main language. The images will automatically be used for the other language versions.

Can I setup redirects myself?
Can I setup redirects myself?

Yes, if you want to set a redirects from a certain location on your domain to a page within your website, you will be able to do this yourself via the ‘Redirects’ option under ‘Settings’.

Do I have to optimise images myself?
Do I have to optimise images myself?

We offer the possibility to optimise images in a perfect ratio between size and quality for use within the website. When you upload an image, select an area to use, you can check ‘Optimise image’. If you process the image it will be optimised automatically.

Will I get a training in the use of the Hotel CMS?
Will I get a training in the use of the Hotel CMS?

During the setup phase of the website we will give an online training in the use of the Hotel CMS. When there are new CMS users who require a short training, please get in touch with us. The trainings in the use of the Hotel CMS are always included so no additional fee is applicable.

Which Search Engine Optimisation Settings can I manage?
Which Search Engine Optimisation Settings can I manage?

Per page or item you can set the file name, meta title, meta description and meta robots settings. On website level you can set a fixed part of the meta title. For other SEO settings and optimisations you can contact our online marketing department.

Can I change the logo or style (fonts/colours) myself?
Can I change the logo or style (fonts/colours) myself?

No, we offer a Hotel CMS which enables you to manage the multilingual website content. Style items like the logo, fonts and colours are managed by us. If you require any change of these items, please contact our support department. Style changes are normally carried out within the service and support agreement, so no additional costs are applicable.

How can I acces the Hotel CMS?
How can I acces the Hotel CMS?

The Hotel Content Management Platform can be reached here

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Other

Do you provide e-mail services?
Do you provide e-mail services?

No, we consider e-mail as a crucial communication method for hotels. Therefore we advise hotels to use specialised email services like Office365 or Google Suite.

Do you provide Search Engine Optimisation (SEO) services?
Do you provide Search Engine Optimisation (SEO) services?

As a standard we configure SEO settings for the most important pages within your website. Also you will receive a free SEO training after the launch of your website. If you want us to further optimise your website for an improved indexation within the search engine, we offer additional services.

Does Porter provide online marketing services?
Does Porter provide online marketing services?

Yes, we provide various optional online marketing services like Search Engine Advertising, Search Engine optimisation, Content Creation, Email Marketing, Social Media Marketing and Conversion optimisation. Please get in touch with us for more information.

Which languages are available for service and support?
Which languages are available for service and support?

Currently service and support is offered in English and Dutch. We are looking for new colleagues who will be able to offer support in other languages.

Where is my website hosted?
Where is my website hosted?

The hosting of your website is carried out on our servers which are hosted and provided by a specialist hosting provider, based in the Netherlands. If you require more information about the hosting or server specifics, please contact our support team.

Do you offer a GDPR Data Processing Agreement?
Do you offer a GDPR Data Processing Agreement?

Yes, prior to the launch of your website a GDPR processing agreement will be send to you.

What if my website is not available?
What if my website is not available?

We have a 24/7 emergency line for website outages. When a reboot of our servers is required we will inform you accordingly via the dashboard of the Hotel CMS. If there is no reboot or necessary downtime planned, please call us at the number provided.

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