Frequently Asked Questions

How can we help?

Answers to common questions about using Sembark — from sales and reservations to accounting, operations and admin.

Sales

41 articles

  1. How do I add early check-in to a hotel?

    Add Early Check-in as a special inclusion in the hotel details, specifying the hotel, the night, and the price.

  2. How do I add FOC (free of cost) to a quote?

    After creating the quote, add "1 - FOC Complimentary" at the end of the Customer/Agent Remarks field.

  3. How can I add multiple contact names under the same B2B company?

    After adding the query source, use the Contact Person section to add a second contact name for the same company.

  4. Why won't the Booking Confirmation Voucher download?

    A PDF helper app or limited PDF support on your system can block the download. Right-click the PDF name and choose Save link as to save it manually.

  5. How can I change the child age limit for a destination?

    Open the Repository under Organization, edit the destination, and change the Maximum Age for Child.

  6. How do I change the currency when I enter a price manually?

    Click the currency control on the right side of the price/checkbox to switch the currency.

  7. How do I change the Section Title and Itinerary Section Title in the Quote PDF?

    Edit the Quote PDF template under Organization > Repository > Email/PDF Templates and update the Section Title and Itinerary Section Title fields.

  8. How do I create a combined package for two destinations?

    While adding a query, you can select two destinations together to create a single combined package.

  9. How do I convert amounts from IDR to USD in the rate sheet?

    Divide each IDR amount by your exchange rate in Excel, fill the formula down all rows, then re-upload the sheet.

  10. How do I offer both double and single occupancy rooms for the same hotel?

    After adding the primary hotel, use the Duplicate option to add a second entry, set Pax/Room to 1, and enter the single-occupancy price.

  11. How do I drop a past trip?

    Edit the quote with a new travel date, drop the hotels, unassign the suppliers, then use Drop Trip from the three dots.

  12. How do I drop a trip that is in the On Hold stage?

    From the On Hold stage, drop all hotels in Services Bookings, then use the Drop Trip option from the three dots in Basic Details.

  13. How do I drop a trip when supplier payments are already paid and non-refundable?

    Reverse the vendor payments, update the supplier booking, then drop the trip and enter the paid amount as the cancel amount so the payable installment is generated.

  14. Where do I enter the price for a DMC package with multiple pricing options?

    DMCs usually quote a single total price that covers both the land and hotel portions, so enter that total in the Hotel section.

  15. Why don't the flight details appear in the quote?

    Both the Cost Price and the Given/Selling Price are mandatory for a flight to appear. The flight is hidden if only one is entered.

  16. Why didn't I get an email for a follow-up scheduled 15 minutes from now?

    The software only sends a follow-up email when the follow-up is scheduled at least 30 minutes in advance.

  17. Why doesn't Global Search show the guest's name?

    Global Search matches the exact guest name, so type the guest's full name exactly as it was entered.

  18. How do I handle supplementary costs that are not included in the package?

    Create the package first, then mention the supplement cost separately in the Customer/Agent Remarks field next to the markup and pricing.

  19. Why don't hotel prices appear in the advanced filter when creating a quote?

    Prices are missing for the selected occupancy because the single or triple occupancy rates were not entered in the backend rate sheet.

  20. Why isn't the day-wise itinerary showing after I save the quote?

    The transport itinerary won't show if the cab type is not selected in the Type field. Add the cab type and save again.

  21. Why is no duplicate warning shown when I add an existing contact number?

    The duplicate-number warning only works while a query is in the New Query or In Progress stage; once a query is converted it no longer triggers.

  22. How do I remove duplicate Trip Sources?

    Trip Sources cannot be deleted, but you can merge duplicates from the Repository under Organization and keep one primary Trip Source.

  23. The client's package is 8 nights but I only provide 5 nights of services — how do I manage this?

    Create the quote as usual but add accommodation and transport only for the nights the client books with you, and ignore the warning for the skipped days.

  24. How can I reactivate a cancelled trip?

    Open the Cancelled section, click the Trip ID, and use the revert option below the warning message to restore the query.

  25. The quote PDF won't download on mobile — what can I do?

    Open the PDF in a browser and download it from there, or tap the pencil icon on the opened PDF to download the file.

  26. Can I receive payments in two different currencies for one package?

    This is not currently supported because a package is treated as a single entity. The requirement has been shared with the Sembark tech team.

  27. Can I reorder transport or activities between days without deleting them?

    The quotation section does not support drag and drop, but you can move all services from one day to another by selecting the source day and then the target day.

  28. How do I remove the "including/excluding GST" label from a package?

    Add a new Tax Type with the name N/A under Settings, and the including or excluding GST label will no longer appear.

  29. Can I save fixed packages and reuse them for new queries?

    Yes. Create and save fixed packages in advance, then apply them to a new query with the Use This option below Create Quote.

  30. Why aren't services appearing while I create a quote?

    Services that are not uploaded under the destination won't appear. Check the service's Trip Destinations to confirm it is mapped to the right destination.

  31. How do I show the day-wise itinerary first in the quotation output?

    Edit your Email/PDF template and move the Day Wise Itinerary section to the top so the itinerary appears before hotel and transport details.

  32. How can I track how many leads each salesperson brings in?

    Create a dummy user named after the salesperson and select that user when adding the query, so reports attribute leads to them.

  33. How do I track which sales team members have converted trips?

    Use the Sales Report with the Sales Team advanced filter, or filter the Converted stage on the Trip Management page by Sales and Ops owners.

  34. Why doesn't the transport price appear in the quotation?

    This usually happens when the wrong vehicle type or a slightly different service type was selected for the transport service.

  35. Why doesn't a Trip ID appear in Global Search or Trip Management?

    Trips that ended more than a year ago move to the Archived section. Enable Show Archived Trips to find them via global search or the trip filter.

  36. How can I give one client both a 5-night and an 8-night option in a single trip?

    Create one quote, then use Edit Basic Details to change the number of nights and save it as a second quote, so both options are stored on the same trip.

  37. Can I undo or reactivate a dropped trip?

    A dropped trip cannot be reverted. Drop is the final stage of a trip and involves Sales, Operations and Accounting.

  38. Why doesn't "Use This" include all my multiple quote options?

    Converting a quote makes the chosen option the default package. To reuse all options, keep a quotation with multiple options in the In Progress stage.

  39. Why does a manual voucher lose its formatting when copied into Word?

    Outdated versions of Microsoft Word change the formatting on paste. Use the latest version of Word or WPS Office instead.

  40. Why does a warning appear after I amend a converted quote?

    The quotation and the booking details must match exactly. Book all services as per the quotation and the warning clears.

  41. What does the warning icon on In Progress leads mean?

    It flags leads with no activity for the past 3 days. Any follow-up, tag update, or quote change clears the icon.

Still have questions?

Our team is happy to help you get the most out of Sembark.

Get in touch