Service Description Schedule

The service descriptions provided under this page are only applicable to: (i) Agreements that reference www.pegs.com/serviceschedule to describe the services provided therein; and (ii) Agreements signed and made effective on or before November 12, 2020.

pegasus reservations

A description of each Pegasus Reservations Service is set forth below:

Central Reservations System (CRS) Services.

Account Management Services: Through a consultative approach with Customer, Pegasus Account Management will identify opportunities to assist Customer’s sales, distribution and revenue strategy through: optimizing the use of the Pegasus Services selected by Customer, technology partnerships and trading relationships with third 3rd party distributors and, where relevant, corporations and consortia. Pegasus Account Management will advise Customer on system enhancements and new and/or additional services to ensure awareness, education and adoption relevant to Customer’s strategy and serve as an escalation point for system or other related items and/or requests and review open items to identify opportunities for education/training.

Call Center Application: Customer will utilize the Pegasus Call Center Application to allow for call center agents to book reservations through a cloud hosted application for guests who call the property or customer’s reservations center directly.

Channel Management: provides connectivity between the Pegasus CRS and a variety of Online Travel Agency (“OTA”) and wholesale channels through the distribution of Availability, Rates and Inventory (“ARI”) to the OTA channels and reservation delivery to the Pegasus CRS and interfaced PMS systems.

GDS & ADS Distribution: Customer will be represented under a Pegasus chain code and will display on all major Global Distribution Systems (“GDS”) channels including Amadeus, Worldspan, Galileo, Sabre, and Alternative Distribution Systems (“ADS”). ARI will distribute from the Pegasus CRS into these channels and reservations will be sent back into the Pegasus CRS.

PMS Interface: provides connectivity between the Pegasus CRS and the hotel Property Management System (“PMS”) to enable ARI and reservations to pass between the systems.

RMS Interface: enables booking restrictions, rate amounts, and last room value updates to be received from the Revenue Management System (“RMS”) and imported into the Pegasus CRS. The supported functionality can vary depending on the RMS interface used by Customer.

Utell Voice Reservation Services: Pegasus will answer telephone calls from end-users received through Pegasus telephone number(s) and will make, modify, and cancel reservations in the Call Center Application on behalf of Customer and/or each designated affiliate in accordance with the information conveyed during the calls.

Voice Services: Pegasus will answer calls received via Customer’s hotel telephone numbers in the name of Customer, in the Customer’s brand name, or in the name of the individual hotel in accordance with the service options as selected by Customer.

Booking Engine Services.

Automated Best Rate Guarantee: a tool which is built into the Booking Engine which shops OTA rates in real time and will display property and OTA rates on the booking engine. If the OTA is listed with a better rate, the tool will match or beat the OTA price and allow for the user to book direct at the matched price. Customer will set thresholds to ensure that if the OTA rate shopped is outside of a specific range, then the tool will not display the OTA rates on the Booking Engine. Settings can be configured for the hotel to offer an additional discount when an OTA rate is matched to entice the user to book a reservation.

Booking Engine: an internet booking engine (“IBE”) and mobile booking engine software as a service platform which enables Customers to provide a direct channel for hotel guests to reserve a room at the Customer’s hotel property online.

Custom 3rd party script insertion: the Company works with a variety of 3rd parties which allow for their products to be placed into the Booking Engine through a script insertion. If a script insertion is required, the Company’s engineering team must implement the script by placing it within the system and test this script to ensure it does not interrupt any features of the system.

Custom header and footer for Booking Engine: Company offers the ability to embed Customer’s website header and footer directly into the booking engine. Once the Company has received the header and footer files from the Customer, the Company’s engineering team will add the HTML and CSS files to the header and footer of the booking engine code and test to ensure that the files provided do not interfere with any components of the system. Customer is responsible for providing HTML and CSS files to be uploaded onto the booking engine.

Image & Media Management: The Company partners with Leonardo VFM Media Management to distribute property images from the CRS to third party channels such as GDS, Expedia, Booking.com, and TripAdvisor.

Vanity URL for booking engine: Company allows for the use of a custom URL for the Booking Engine (example: reserve.myhotel.com.) The vanity URL must be created and implemented by the Pegasus engineering team. Customer is responsible for providing the Certificate Signing Request (“CSR”) and purchasing the SSL certificate for the domain that customer wishes to use (the “Vanity Domain”). Customer must update the SSL certificate and provide the Company with at least one (1) week advance notice prior to its expiration. Company will update the SSL certificate within three (3) Business Days of receiving notice from the Customer.

Training Services.

Initial Training: Company provides Customer with up to eight (8) hours of initial system training. Initial training for Pegasus Reservations Services is generally composed of two (2) training sessions where the Company will train the Customer on how to set-up and manage the Customer’s hotel property using Company systems.

Subsequent Training: Where Customer requires additional training beyond the initial training provided, Customer shall be responsible for the hourly subsequent training fee set forth in the applicable Order Form or agreed and documented within a Statement of Work.

pegasuse-commerce

A description of each Pegasus E-Commerce Service is set forth below:

1. Performance Optimization Bundle Services

Digital Strategy Meetings:

Platinum – Monthly meetings (12 per year, assumes 60 min meeting)
Gold – Meetings every other month (6 per year, assumes 60 min meeting)
Silver – Meetings every quarter (4 per year, assumes 60 min meeting)

Search Engine Optimization (SEO):

Platinum – Monthly SEO (twelve (12) cycles per year)
- Initial Optimization
  - SEO Manager kick-off meeting, Keyword research, Page Titles, Meta Descriptions, Schema Mark-up, Interlinking, 301 redirects, sitemap creation and submission, robots.txt setup
  - Google My Business Optimization
- Bi-Yearly
  - Audit and necessary changes
- Monthly
  - Automatic sitemap and robots file updates
  - Google My Business Review and Optimization (as needed)
  - (4) Blog Topic Recommendations
  - Keyword monitoring (up to 25 keywords and 1 location) and backlink monitoring
  - SEO Manager goals, insights, and recommendations
- As needed (based on SEO manager monthly insights)
  - Redirects, keyword review and research, sitemap submission updates, Crawl error fixes, local search audit and recommendations, evergreen linkable content consultation with content marketing team (additional costs for content creation), and Optimization of: Open Graph (OG) tags, Structured data, Copy, Internal Linking, Site Speed, Mobile Usability, SEO Titles, Headers, Meta Descriptions, Image and ALT tags, and on-page SEO.
Gold – Bi-Monthly SEO (six (6) cycles per year)
- Initial Optimization
  - SEO Manager kick-off meeting, Keyword research, Page Titles, Meta Descriptions, Schema Mark-up, Interlinking, 301 redirects, sitemap creation and submission, robots.txt setup
  - Google My Business Optimization

- Yearly
  - Audit and necessary changes
  - Google My Business Review and Optimization (as needed)
- Bi-Monthly (six (6) times yearly)
  - Automatic sitemap and robots file updates
  - (2) Blog Topic Recommendations
  - Keyword monitoring (up to 20 keywords and 1 location) and backlink monitoring
  - SEO Manager goals, insights, and recommendations
- As needed (based on SEO manager monthly insights)
  - Redirects, keyword review and research, sitemap submission updates, Crawl error fixes, local search audit and recommendations, evergreen linkable content consultation with content marketing team (additional costs for content creation), and Optimization of: Open Graph (OG) tags, Structured data, Copy, Internal Linking, Site Speed, Mobile Usability, SEO Titles, Headers, Meta Descriptions, Image and ALT tags, and on-page SEO.
Silver – Quarterly SEO (four (4) cycles per year)
- Initial Optimization
  - SEO Manager kick-off meeting, Keyword research, Page Titles, Meta Descriptions, Schema Mark-up, Interlinking, 301 redirects, sitemap creation and submission, robots.txt setup
- Yearly
  - Audit and necessary changes
- Quarterly
  - Automatic sitemap and robots file updates
  - Keyword monitoring (up to 15 keywords and 1 location) and backlink monitoring
  - SEO Manager goals, insights, and recommendations
- As needed (based on SEO manager monthly insights)
  - Redirects, keyword review and research, sitemap submission updates, Crawl error fixes, local search audit and recommendations, evergreen linkable content consultation with content marketing team (additional costs for content creation), and Optimization of: Open Graph (OG) tags, Structured data, Copy, Internal Linking, Site Speed, Mobile Usability, SEO Titles, Headers, Meta Descriptions, Image and ALT tags, and on-page SEO.
Bronze – SEO Optimization
- SEO Manager kick-off meeting, Keyword research, Page Titles, Meta Descriptions, Schema Mark-up, Interlinking, 301 redirects, sitemap creation and submission, robots.txt setup

Basic – SEO Optimization
- SEO Manager kick-off meeting, Keyword research, Page Titles, Meta Descriptions, Schema Mark-up, Interlinking, 301 redirects, sitemap creation and submission, robots.txt setup

Monthly performance reporting:

Multi-channel website and revenue performance metrics for direct activities managed by Company
Company will deliver standard reporting templates and set up goals and events associated with campaigns managed by Company
Customer reports, goals, events, and other tracking projects including reporting related to non-Company managed services and campaigns are available as either a one-time project cost and/or adjustment in the monthly performance optimization bundle cost

Website Maintenance: edits and modifications to content within Customer’s website (design and development cycles related to new page layouts may incur additional fees). The amount of website maintenance provided under each pack is defined below:

Platinum – Unlimited website maintenance requests
Gold – Unlimited website maintenance requests
Silver – Up to 8 hours per month of website maintenance
Bronze – Up to 8 hours per month of website maintenance
Basic – Up to 4 hours per quarter of website maintenance

2. Ongoing Website ADA Compliance Audits & Monitoring

Real-time Technical Compliance Monitoring:

Company will setup the hotel website on the ADA Compliance Monitoring Platform, which will scan the website 1-2 times per day
If violations are uncovered in daily scans, automated messages will be sent to the Customer and their web development vendor to alert them of the violation
- Violation notifications will be sent hourly until the violation is resolved
- Violation notifications will contain information related to the violation and developer documentation on how to identify and resolve the violation

Quarterly Technical Audits:

Audit will follow current statutes of WCAG AA-Level Compliance
Audit will outline compliance violations and give developer documentation on how to resolve the issues uncovered
Website scans to audit readability, color contrast, content elements, universal navigation elements, booking elements, and source code
Manual review using common accessibility tools related to visual, audio, and physical impairments
Audit to be delivered in HTML format
Does not include technical scans of booking engine or 3rd party integrations

Quarterly Content Audits:

Website copy will be reviewed to identify areas that require additional content or alternative content to achieve compliance
Content re-writes and updates will be provided for accessibility features and information related to hotel-level features, common areas, room types, and any other relevant sections of the hotel’s website where accessibility information should appear

3. CMS Platform Subscription

Ongoing upgrades (4-6 per year)
Unlimited users
End-user training and support
Site backups
Security updates
Service Level Agreement
Cloud platform license
Website hosting

4. Conversion Plus Widget

Installation of the Conversion Plus Widget on the website to improve conversion rates using user browsing behavior, purchase behavior, and a number of other rule-based triggers to show promotional messaging defined by Company and Customer.
Conversion rate on the website typically increases by 25-50% when running Conversion Plus

5. Content Marketing

Content marketing work cycles may be used for the following activities, or work of similar scope and time required if agreed upon by Company and Customer each month
- Blog posts
- Attractions / Things to do / Events landing pages
- Email marketing campaigns
  - Does not include list management or email template creation, both of which are available for an extra fee

Each piece of content includes approximately
- 300-500 words of copywriting
- Sourcing 2-3 images, includes image licensing
- Title tag and meta description, if applicable
- Social media sharing copy for Facebook and Twitter, if applicable
- Publishing content on hotel website or sending of email campaign

6. Yext Local Listings

Listing in the Yext local listings platform
Populates 200+ listing sources and aggregators
Alleviates the performance dip associated with a name or address change
Optimizes for local search results results and lift

7. Translation Services

Company will provide web files for localization so Customer can provide to a translations vendor or populate in-house
When localization web files are completed and delivered, Company will add the additional language to the website and will optimize URL structure, title tags, and meta descriptions

pegasus global sales

A description of each Pegasus Global Sales Service is set forth below:

Corporate Strategy and Consortia Consulting: Pegasus will provide written considerations to customer incorporating aspects such as Customer’s Objectives, supporting information on Customer’s target corporations, top performing Consortia to Customer’s destinations and other relevant opportunities for leveraging point-of-sale exposure and marketing.

Pegasus will provide Customer access to the Pegasus Corporate Request for Information (RFI) tool to input top target corporations they want to be considered for global RFP inclusion.

The Pegasus Global Corporate Sales team will use the RFI Tool to present the Customer’s business cases for each target account to the relevant global decision makers at each corporation, for consideration in the next available Global RFP.

Access to the Corporate RFI tool and support from the Pegasus Global Corporate Sales team for additional corporate opportunities will be provided on an ongoing basis for the duration of this agreement, or until the service is terminated at the request of the customer. Should the scope of work required by the Pegasus Corporate Sales team increase due to the addition of further hotel addition(s) to the customer group, where relevant, Pegasus reserves the right to renegotiate the terms of the service in agreement with the customer

Provision of ‘Corporate Strategy and Consortia Consulting’ services is dependent on the Customer receiving Pegasus’ ‘Global Sales Service’. In the event customer opts to terminate ‘Global Sales Service’ Pegasus will terminate provision of Corporate Strategy and Consortia Consulting.

Global Sales Service: a service provided to customers offering full-service RFP support, assisting customers to navigate the RFP bidding process with corporate travel buyers, consortia and Travel Management Companies (TMCs). Customer will be able to utilize the Pegasus RFP Management System a and the Pegasus Global Sales team to assist in securing RFPs for gaining new Corporate, Consortia, and TMC business.

Lanyon Market Leads: For an annual subscription fee per property, the Customer is given the opportunity to submit a rate offer to corporations who have elected to receive competitive market bids from hotels that are not currently accepted into the corporations’ official hotel program. Corporate RFPs are ‘invite only’. A subscription to the Market Leads service brings the customer the opportunity to bid on programs that are otherwise closed for general participation.

RFP Participation. Company will grant Customer access to the Pegasus RFP Management System and permit Customer to participate in RFPs. By participating in any RFP or submitting any fee based bid via use of RFP Management System, Customers agrees to comply with: (i) all terms and conditions regarding use of the RFP Management System to be found at https://media.lanyon.com/Policies/Terms_and_Conditions_for_Lanyon_Websites.pdf; and (ii) terms of each RFP and associated TMC program including, without limitation, payment of any relevant participation fees for the bid.

Annual Consortia Participation Fees. Company will invoice Customer the Annual Consortia Participation Fees after Customer’s rates have been submitted through the Pegasus RFP Management System. If Customer is not accepted into an RFP program, the Annual Consortia Participation Fee for such program will be refunded.
Additional Terms Regarding RFP Participation. Customer acknowledges the following: (i) Pegasus has the right to terminate or amend its agreements with TMCs and/or Consortias at its sole discretion without advance notice to Customer or Designated Properties; (ii) each TMC’s and Consortia’s terms and conditions that govern its respective RFP program are published in the Pegasus RFP Management System and must be accepted by Customer to be considered for inclusion in the applicable RFP; and (iii) Pegasus is unable to remove a designated affiliate from any fee based RFP program if Customer’s bid has been submitted.

pegasus intelligence

A description of each Pegasus Intelligence Service is set forth below:

Pegasus Distribution Analytics: data exploration platform that combines data from Pegasus CRS, Customer’s PMS (for those with a 2-way PMS interface), Customer’s Google Analytics, and other key sources. This Service offers fully interactive, multi-dimensional views of an individual hotels reservation performance, including historic, pace, and future booking windows, to empower hotels to uncover hidden trends, patterns and correlations to optimize channel performance and maximize revenue gain. Dashboards within Pegasus Distribution Analytics include:

Overview – summary view of historic and future performance. Includes trending data, distribution channel, feeder market, rate / segment, room type, booking engine and travel agent snapshots.
Pick-up Analysis – new booking and cancellation analysis, configurable by date range.
Historic Performance – aggregated performance summaries across different time periods.
Future Bookings – business reserved snapshots for 12 months. Includes prior year pace.
Distribution Channel – measures distribution channel performance, mix & booking trends.
Booking Engine – summarizes booking engine performance, including add-ons.
Clickstream – Google Analytics integrated dashboard that exhibits visitor activities on the hotel website.
Rate Plan / Segment – reviews individual rate plan and segment (CRS) performance.
Room Type / Enhancer – provides insight into the room types and add-ons booked at the hotel
Feeder Markets – travel agent feeder market and booker analysis. Includes an interactive map to identify and focus on demand markets and the agents that book from them.
Travel Agent – lists the top / underperforming travel agent bookers. Includes agent search functionality.
Consortia – measures aggregated consortia / travel management company performance.

Additional fees may apply for connections to third-party data sources that are not interfaced through the Pegasus Central Reservation System.

Pegasus Enterprise Analytics: above-property analytics platform that delivers the same non-linear data discovery capabilities of Distribution Analytics with an additional Hotel Performance dashboard and advanced filtering capabilities for users to analyze performance across individual or multiple hotels and supply markets.