Call Center: 7:00am-7:00pm – (No calls to be received after hours.)
BOOKING A PREFERRED GREEN FEE:
ALWAYS CONFIRM THE DATE YOU ARE BOOKING IS CORRECT.
- Click the main “Booking” link at the top left of your screen (this will reset the system to the current date) and begin the booking procedure.
- Select the date the member wants to book.
- select the region they wish to book under.
- Confirm with the member that the date you selected is correct.
- Click “GO”
- Ask “How many members are you booking for?”
- Find the course in question, (Alphabetical order) make sure there are enough “SLOTS“ to accommodate number of members in group. Click “Add New Booking” on the course the member wishes to play.
- Enter the Member’s ID # into the “Member” field and select their name from the list. You may also search by name, please make sure it is the correct name as several have same name (EG: WONG), best to search first and last name if ID Number is not known.
- If they’re only booking for themselves click “Create and Done”. If they are booking for multiple members click “Create and Add Another” and repeat until all members are booked in, click “Create and Done” for the final member booked.
- Let the system populate and ALWAYS confirm with member “You are now booked on [date] at [Golf Course]”
- If a member has [MEMBER HAS FAILED BILLINGS] they are unable to book until their failed billing is settled and may contact VIP Golf Administration to discuss it. If any member is ‘UNPAID‘ it will show No Results as they are not authorized to make a booking and should contact VIP Golf Administration.
-If [MEMBER HAS FAILED BILLINGS]: Failed Billings must be resolved before any bookings are authorized. “There seems to be an issue with a payment of a previous booking. this will need to be resolved before you may make a booking with VIP Golf”. You may update their payment information immediately or the member will need to contact VIP Golf Administration.
-If [MEMBER IS UNPAID]: This may mean that the member has not paid their annual Membership Dues and cannot book. Member will need to contact VIP Golf Administration. “There seems to be a hold on your account and you will need to contact VIP Golf Administration”
VIP GOLF ADMINISTRATION ONLY BOOKINGS:
The following are examples of some bookings that can only be taken by VIP Golf Administration:
- Member|Guest Events
- Member|Guest Specials
- Banff Springs Golf Course
- Silvertip Golf Resort
- Stewart Creek Golf & Country Club
- Cottonwood Golf & Country Club
- Jasper Park Lodge
Please advise members to contact VIP Golf Administration OR click the ‘ADMIN ONLY – TELELINK CLICK HERE‘ option to be redirected to the Telelink Admin Tee Time Request [link] page for these select bookings.
VIP GOLF MEMBER REQUESTS:
Agents will have questions from members that they are unable to answer. We ask that no agent assume anything to mislead the member with inaccurate information. We have created a ‘Telelink Member Request‘ [link] page to forward any questions to VIP Golf Administration that will be answered within an hour during regular office hours.
VIP GOLF LAST MINUTE CLUB MEMBERS:
Last Minute Club Members are limited to select courses [link]. If a Last Minute Member requests a course not included in their membership tier or an authorized course outside of booking parameters, their member ID entered will show No Results.
Last Minute Club Members may ONLY BOOK A MAX OF ONE DAY IN ADVANCE for any course they are authorized & must book through the online portal or VIP Golf administration.
PLUS +1 and PLUS +3 MEMBERS
PLUS +1 Members – May book one other guest or player with there account, typical they will know their guest ID numbers but it will always be a (1) added to the back of their main membership number: Member number 55555 will have a guest number of 555551
PLUS +3 Members – May book up to (3) other guests with there account, in this case they will have 3 guest numbers and their main membership number: Member number 55555 will have a guest numbers of 555551 / 555552 / 555553
Plus accounts are designated on the members last name as G1 (guest 1) / G2 (guest 2) / G3 (guest 3).
UPDATING PREFERRED PAYMENT:
CREDIT CARD USED TO PAY FOR VIP GOLF PURCHASES
- Click the main “Member” link at the top of your screen to open the member’s search fields. You may search the Member’s account by their First Name, Last Name, Email or VIP Member ID. This will narrow down your results.
- Once you have confirmed the member’s account, click the blue “EDIT” link.
- Click “Update/Add Credit Card” and the member’s “Update VIPGolf Payment Information” page will open in a new tab.
- Enter the Card Number, Expiry date, CVV and Car holder’s name (as shown on their card). THIS STEP WILL NOT ACCEPT SPACES OR BACKSLASH
- If entered CORRECTLY, you will see a green bar across the top of the screen that states “Your credit card was successfully updated.” Select Close and let the member know “Your credit card has been successfully updated”
- If entered INCORRECTLY, you will see a red bar across the top of the screen that states “Invalid fields: + card number / expiry date / CVV”. You will need to re-enter the information until the update is successful.
- Once completed, return to the member’s profile page and click Update Database.
RE-BILLING MEMBER ACCOUNTS:
If a member requests to Re-Bill an Unsuccessful Billing, from the agent’s main DASHBOARD select Booking TWICE and then select the Unsuccessful Billings (CAN) tab to open the Unsuccessful Billings page. Find the member in the list and select Re-Bill. The ‘Confirm Bill’ page will open and select Bill Now to Re-Bill the member’s account the amount shown.
CANCELLATION REQUESTS:
- If a member wishes to cancel a VIP Golf booking, select the region and the date of the member’s booking and click “GO”.
- Find the member’s name on the list and check the box off next to their name, scroll to the bottom and click the red “X” and let the member know that their booking has been cancelled.
- If the system is requiring a “Cancellation Reason”, the requested cancellation is beyond our allowed period without review and possible penalty. In this case, a text box that pop up. Ask the member “What’s the reason for cancelling” Type in the reason for cancellation, keep it short if possible then click the red “X”(SHOW WITH THE FIELD OPEN) and let the member know “Your cancellation request has been sent to VIP Golf Administration for review, you will receive an emailed notification soon”.
- CANCELLATION REQUESTS MAY ONLY BE SUBMITTED IF THE BOOKING HAS NOT YET BEEN BILLED. If the booking still shows the Bill option, you may submit the request. If the booking is shown as Paid & Receipt Sent or Automatic Billing Paid & pending auto-send receipt please direct the member to contact VIP Golf Administration or take their information and email the request to VIP Golf Administration.
IF YOU HAVE TO ENTER A CANCELLATION REQUEST, DO NOT EVER MISLEAD THE MEMBER TO ASSUME THE BOOKING WILL BE CANCELLED. THE REQUEST MUST STILL BE APPROVED BY VIP GOLF ADMINISTRATION.
RETRIEVE/RESEND USERNAME & PASSWORD:
- Click the main “Member” link at the top of your screen to open the member’s search fields. You may search the Member’s account by their First Name, Last Name, Email or VIP Member ID. This will narrow down your results.
- Confirm with the member that the email address on file is correct.
- Once you have confirmed the member’s account, click the green “Re-send” link. You will see a yellow box with red script stating that “Username/Password sent to [member’s email address]”
- Let the member know “Your Username & Password has been sent to [member’s email address]. AND if they do not see it within 5 minutes to check their SPAM filter in their email.
- If the green “Re-send” link is not visible, they are unable to login and must contact VIP Golf Administration.