FAQs

EARNING POINTS

When can I start earning points?

From the moment you receive email confirmation of your registration with StarAgents with your code, you can start requesting points for your sales, either from our website or by entering your StarAgents code during the tour operator’s booking process. In case there is no space provided for it during the booking process, you can put your code in the comments as follows: ==CODE== You have a period of 6 months from your customers’ check-in at the hotel to claim the points.

Which bookings can I earn points from?

You can accumulate points on all bookings you make for your customers except bookings made through www.iberostar.com and bookings with a travel-agent discount. For more information on this, check our terms and conditions.

How many points do I accumulate for each booking?

In the ‘How many points do I receive?’ section of the ‘Discover StarAgents’ menu, you can check the number of points you will receive for each booking made for your customers.

 

How can I check my points?

You can check the changes in your points at any time on the StarAgents website by clicking on ‘My confirmed points’ or ‘My provisional points’.

I entered my code during the booking process, but I have not received the points. What should I do?

If, at the end of your customers’ stay, the points have not been automatically added to your account, enter the booking details in the ‘Earn Points’ section. You have a period of 6 months from your customers’ check-in at the hotel to claim the points.

I have tried to claim my points through the ‘Earn points’ section, but the system cannot find my booking.

If the system cannot find your booking, your booking details will automatically be sent to our team to be verified. Once we have reviewed the request, we will contact you, so you don’t need to send us the booking details again.

When do provisional points become confirmed?

Provisional points become confirmed after customers check in at the hotel.

When do my points expire?

Confirmed points expire 2 years after the date the sale is recorded in the agent’s account. The expiration date of the points cannot be modified. Please note that transferring points between agents does not affect their expiration date.

When does my account expire?

The account expires if no sales are recorded within a period of 24 months. In the event that the account expires, any points accumulated will be lost.

What do I do if I have forgotten to enter my code during a booking or if it’s not possible to enter it?

If you’ve forgotten to enter the code or if the tour operator doesn’t provide a field to enter it, you can record your booking in the ‘Earn points’ section.

CHANGE OF AGENCY

What information should I provide when StarAgents requests my agency information?

When agency information is requested, you must provide the address, postcode, city, country and telephone number.

Can I keep my StarAgents code when changing from one agency to another?

Yes, you can. The StarAgents code is personal and can be kept when moving from one agency to another. For more information on transferring points between agencies, see our terms and conditions.

Is it possible to transfer points when I change agencies?

Yes, it is possible as long as the person in charge of the agency where you are registered authorizes it. The authorization can be done in the "Agents in my office" section, available exclusively for agency managers, or by means of the agency change form signed by the agency manager. You can download the form in the "My Details" section.

What should I do if I change agencies and they are not registered in the programme?

Ask the manager/owner of the agency to register it with StarAgents. Once registered, you can request a change of agency.

I no longer work at the same agency. How can I modify my travel agency details and what do I need to take into account in this case?

If you have changed agencies, it’s important that you let us know the details of your new agency by email. Otherwise, if you’re still associated with an agency where you no longer work, your former manager could cancel your account.

When you notify us of the change of agency, you will have to specify what you want to do with the points available in the account:

a) if you want to transfer them to the new agency: download the agency change form and make sure that the current manager of your former office completes and signs it. Then, send it to us by email. b) if you don’t want to transfer them to the new agency: confirm this in writing when you give us the full details of your new agency.

Alternatively, you can ask your former manager to request your change of agency directly from their account under the ‘Registered Agents’ section. Then request that the manager of your new agency reactivate your account under the ‘New Agents’ section. Both of these sections will only be visible in the managers’ accounts.

POINTS TRANSFER

Can I transfer my points to another agent?

Yes, you can request to transfer points to another agent via the ‘Transfer Points’ option. The office manager will receive your request and will have to authorise or reject the transfer directly from their StarAgents account.

Can I transfer provisional points?

Confirmed points can be transferred, but it is not possible to transfer provisional points.

BOOK YOUR HOLIDAY WITH STARAGENTS

How can I work out the price or check availability to make a booking?

To get this information, go to our ‘My Bookings’ section and select the ‘New Booking’ option. Enter the relevant details and click ‘Search’. Our system will check availability and calculate the cost of your request, and you can decide how many points you want to redeem on the booking.

Does it cost anything to cancel my booking?

If you cancel up to 2 days before the day of arrival, there are no cancellation fees. If you cancel after 00:00 the day before arrival, a penalty of one night’s points will be charged. Unforeseen check-outs during the stay: the night following the day of check-out will be charged. The payment method – points or direct payment in EUR/USD at the hotel – will depend on how the booking was confirmed. In the event that the payment was made in EUR/USD, the cancellation fees will be charged directly at the hotel. Bookings paid with points are non refundable.

How can I cancel my StarAgents booking?

Go to the "My Reservations" section, select the "My Reservations" option and click on the "Cancel" option next to the corresponding reservation. In this case the cancellation is immediate.

Can I modify my StarAgents booking?

Go to our "My Bookings" section, select the "My Bookings" option and click on the "Modify" option next to the corresponding booking + modify process. In case you need assistance, our StarAgents team will be happy to help you.

Can I exchange nights for points once my booking is made?

Yes, you can. Please note that adding new points to a confirmed booking is considered a modification of the booking. This entails the reassessment of the cost of the booking, which will depend on availability, rates and the current exchange rate between points and EUR/USD at the time of modification.

Which accommodation board types can I choose when making a booking paid for with points?

During the booking process, the system will show you all the accommodation board types available at the hotel you have selected so you can make your choice.

Can I make a booking for my family and friends with points or my StarAgents rate?

The points are to be used exclusively by the StarAgents agent and those staying with them in the same room, unless a second room is needed for minor children, provided that they cannot stay in the same room due to the maximum occupancy limit being exceeded.

What points can I use on my bookings?

You will be able to redeem your confirmed and available points. You can check the total number of your available points in the ‘My confirmed points’ section.

STARAGENTS ACCOUNT MANAGEMENT

How can I check or change the personal details of my account?

Go to the ‘My Information’ section and click on your username in the menu at the top to modify your personal details. For other modifications not possible via the website, please contact us.

How can I check my agency’s details?

Go to the ‘My Information’ section by clicking on your username in the menu at the top. From this section, you can check your agency’s details.

I work at 2 different agencies as a travel agent. How can I register at the second one?

Each agent receives a unique StarAgents code and it’s not possible to be registered with two different agencies in the system. In this case, you must register with one agency and then let the StarAgents team know the details of the other agency. The team will take note of this information and record it in your profile.

How can I register a new agent?

If you are an agency manager, you can register new agents online via the StarAgents website. Log in to your own account and select the ‘New Agents’ option (link) in the ‘My Office’ section.

What should I do if there are agents registered under my agency who no longer work there?

If you are the agency manager, you can manage changes to your team from your personal account: go to the ‘My Office’ section and select the ‘Registered Agents’ option.

How can I cancel my StarAgents account?

You can cancel your account by sending us an email with the cancellation request. Agency managers can also deregister agents who are no longer active via the ‘My Office’ – ‘Registered Agents’ section.

Do you need some help or advice?

Call us for free to the following number 1-888-554-3215

Monday-Friday (09:00 to 19:00) (GMT-05:00)
Closed