Welcome to Four Seasons Hotels and Resorts Customer Service!

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You can also submit a request or send us an email at web.team@fourseasons.zendesk.com.

 
 

Four Seasons Hotels and Resorts

Robert Simon December 19, 2011 41 Tips & Tricks

Questions related to the property pages:

  • How can guests find the accommodations comparison chart?
  • How can guests navigate the property photos?
  • Where can guests find property menus?
  • Where can guests find spa prices?
  • How can guests find and select offers or packages?
  • Where can guests find a map of the resort?
  • Where can I see cancellation and guarantee policies?
  • Where is information about local tours displayed?

How can guests find the accommodations comparison chart?

Guests can see a list of rooms at each property and a comparison chart of each room type.  To locate this comparison chart, select “Accommodations” from the property pages.  On the left side of the page, there is a link “Accommodations Fact Sheet.”

How can guests navigate the property photos?

From the property pages, select “Photos & Videos.” This opens a large-image viewer.

In order to advance to the next photo, click on the thumbnails at the bottom of the large image viewer, or click through on the small navigation arrows that are in a transparent box over the photos on the far right and far left.

In order to move out of the large image viewer, click the “X Close” link in the top right corner of the image.

Where can guests find property menus?

From the property pages, select “Dining.”  Here, users can review dining options at the hotel or resort.  Menus are displayed in the lower right corner where available.  Click a menu to see the items. Prices are generally not viewable online.

Where can guests find spa prices?

From the property pages, select “Spa.”  Selecting a treatment on the left side will display prices.  At some properties, select services can be booked online.

How can guests find and select offers or packages?

From the property pages, select “Offers.”  Offers are tied to dates, so it is important to select the dates before reviewing the offers.

Scroll through the offers using the right and left arrows on the sides of the offer box. The offers are also listed below, with the associated time frames.

 

Where can guests find a map of the resort?

Resort map is available for many properties. From the property pages, select “Directions & Maps,” then select the “Resort Map” menu on the left side.

 

Where can I see cancellation and guarantee policies

General cancellation and guarantee policies:

From the property pages, click “Accommodations” to see a list of room types at the property. On the left side, select the room type with policies you are interested in. Policies are listed with blue background. Each policy can be expanded to see the full policy text.

Reservation specific cancellation and guarantee policies:

Policies related to specific reservations are viewable in the booking flow only.

 Where is information about local tours displayed?

From the property pages, select “Destination,” and then select “Recreational Activities” from the menu on the left.  The tours are displayed – click “Learn More” to see more information about a tour.

Robert Simon December 19, 2011 Tips & Tricks

Questions related to the website launch include:

  • How come I see the old site at work and the new site at home? 
  • Is there any way to force my machine to see the new site? 
  • Is the site only in English? 
  • What happened to the site search? 
  • What happened to my old account and reservation? 
  • Will reservations show up on the old site if I made it on the new one and vice versa? 

How come I see the old site at work and the new site at home?

As we launch the site over the next few weeks a percentage of visitors world wide are being randomly routed between the old site and the new. So if you two laptops, each one may be send to a different site.  

Is there any way to force my machine to see the new site?

Not really – just be patient.  By December 26th, you will have a 60% chance of seeing the new site.  Everybody will see the new site by January 4th, 2012. 

Is the site only in English?

No, many properties still have links to their other languages in the old design.  Some of these include the Chinese, German, and Japanese sites.

In 2012 we will be rolling out new languages in the new design every month, with Chinese and Japanese coming first in February.

What happened to the site search?

Site search is coming next in an early February release of the site.  In the meantime, please see the Property Walk Through section and the related training videos to see how information is presented.

What happened to my old account and reservation?

Past reservations are being migrated into the new accounts as they are created.

If the guest has previously registered on the old fourseasons.com (created a booking profile), they will be able to log in to the new site with that account information. Users who have forgotten their password can request a new one - this process is now automated.

 

Will reservations show up on the old site if I made it on the new one and vice versa?

Reservations that were made on either site will show up on both sites, provided the user booked using their booking profile.  The system that stores the reservations hasn’t changed, and both sites are connected to the same data.

For example, if someone was to make a reservation today for March, and visited the site a month from now, they would see their reservation when they log in.  Login credentials (usernames and passwords) will persist to the new site.