1.- Do I need a IATA/CLIA number to be member of the program ?
A: Yes you need either your IATA number or the IATA/CLIA number of your Travel Agency so we can confirm your identity as a travel agent.

2.- Who do I call if I need help ? 
A: In order to keep this program simple and efficient, no 1-800 phone number has been assigned.
In order to help you, just click the "Questions regarding Incentives" link on the Main Menu and you will be able to write us an email with your questions which will be answered promptly.

3.- What can I do if I lost my password or I cannot log in? 
If you are not able to log in, please reset your password and make sure to check your junk mail since many emails are reported as spam. Make sure to type exactly the same password you were sent after sign up. It is best and recommended to copy and paste the password that you received so there is no chance for errors. You will be able to change your password after you log in. Also please keep in mind that passwords are case sensitive.


4.- What is the Royal Service \ Family Concierge \ The Reserve \ The Level \ M Experience \ RedLevel checkbox on the Report New Bookings Menu ?
A: If you book a room on Royal Service, Family Concierge, The Level, The Reserve, RedLevel or M Experience there are bonuses added to the incentive, see the corresponding hotel and table chart to see what the extra bonus could be. However if you book a regular room and checkmark the Royal Service \ Family Concierge \ The Reserve \ The Level \ M Experience \ RedLevel, it will delay or deny the payment of the incentive without the chance of modification or re-registration.

5.- When do I receive my incentive ?
A: Once the guest has checked out, your booking will be processed and approved by the hotel within 3 weeks after guest check out. All your approved bookings have to be review and order by Participant. Your order bookings will be processed and payment sent via US regular mail within 4 to 8 weeks after guest check out.

6.- To which address do you send my check?
A: Checks will be mailed to the address below the agent name in the registration form. We can not change where the check will be sent.

7.- What if I have approved incentives for which I have not received payment?
A: if more than 10 weeks have passed, click at the "Questions regarding Incentives" link on the Main Menu to report them . If check has been issued, it will be stopped and we will reissue a new payment.

8.- How long do I can wait to submit my bookings?
All bookings must be submitted no later than 30 business days after the arrival date of your clients. As per the terms and conditions of the program, bookings submitted after that time are expired and do not qualify.

9.- Why did I received a message indicating the incentive has been denied ?
A: Most common causes are that your reported bookings that were No Shows, duplicates, or reported through a wrong booking channel. Also if you do not include all the passenger names or you register the booking in different check in-out dates.

10.- Can I accumulate payments for approved incentives ?.
A: You decide when you want to receive your check, once you sign in you can redeem incentives or accumulate them until you are ready to request payment. However approved incentives are valid for 1 year, after that period incentives will expire and will not be redeemable.

If you have any other question you can write us to: support@meliacashincentives.com