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For Our Restaurant Partners
Listing Improvements Policies to have below benefits:
  • Better Placement on the portal
  • Better Ranking and Reviews
  • Better Visibility
  • Increased Business
  • Better Customer Satisfaction
  • Enhanced Revenues
Basic Rules for Our Restaurant Partner

We require Our Restaurant Partners to follow our rules in these areas, which help create a memorable, comfortable and reliable Dining Experience for the guests:

  • Reservation Commitment
  • Timely Response on the Booking Request
  • Prompt Communication
  • Listing Accuracy
  • Best Discounts & Discounts Parity
  • Activated Reward Program
  • Listing Safety, Security and Cleanliness

 

Our Restaurant Partners are also expected to maintain high review ratings, as guests expect a consistent level of quality and use reviews to share their experience.

Details of the ground rules
Positive review ratings

Listings should maintain a high overall review rating and avoid too many low ratings. We’ve found that Our Restaurant Partners who get great reviews tend to focus on four things: reservation commitment, timely communication, accurate listing details, best discounts, active reward program and cleanliness.

Reservation Commitment

Our Restaurant Partners should honour “Accepted Reservations” and provide a reliable arrival experience with proper recognition.

  • Cancellations: Our Restaurant Partners should not cancel confirmed reservations, unless there are certain valid reasons beyond the Restaurant Partner’s control. Even in these cases, Our Restaurant Partners should do their best to cancel with as much lead time as possible and contact Sortyfy if they need help.
Valid cancellation reasons include:
  • Circumstances beyond the Restaurant’s control, such as major damage to a listing, emergency repairs (like a gas leak or a burst pipe) or serious personal illness that prevents hosting.
  • Proof that a guest intends to break one of the Restaurant rules included in the Listing details, have an unauthorised party or otherwise violate our Party and Events Policy
  • A Major Disruptive Event, such as declared public health emergencies or government travel restrictions
  • Arrival and Dinning Experience: Our Restaurant Partners should provide the guests with the proper welcome on arrival and extend recognition by using the guest’s name along with appropriate salutations.  Our guest should experience and get the same services as mentioned in the listing and as requested in the “Reservation Request” throughout their Dining Experience.
Timely Response on the Booking Request

We recognize that Our Restaurant Partners have many demands on their time. What is considered a reasonable response time can depend on specific circumstances, like the nature of a guest’s inquiry but it should be as minimum as possible and maximum should be within 15 Minutes.

Prompt Communication

Our Restaurant Partners should be available to promptly respond to the guest inquiries or unexpected issues that may come up before and during Dining Experience.

For example, if a guest reaches out with a question that is material to their Dining Experience:

  • Before the Dining Experience:
  • If the Reservation & Arrival is more than five days away, Our Restaurant Partners are expected to respond to guests within 01 Hour of receiving a message. This is when guests are likely reaching out for additional information to plan the details of their Dining.
  • Leading up to Reservation & Arrival and during the Dining Experience:
  • Close to Reservation & Arrival time, or if an issue arises during the Dining Experience (the missing amenity, service issue, etc.), it’s especially important to respond quickly to guest messages. During these moments, Our Restaurant Partners are expected to respond within 10 Minutes to guest messages received during local daytime hours. Outside of local daytime hours, Sortyfy may provide immediate assistance to guests who are facing any reservation issue if our Restaurant Partner is unresponsive.

 

  • Otherwise, when a guest reaches out to you within five days of their reservation, it’s best to respond within 01 hour to guest messages received during local daytime hours. This is because if Reservation & Arrival is within five days, guests may be beginning their planning and may need confirmation of final details like Menus, Tabe Preference, Special Request, Food Allergies Information, Arrival Instructions or the location of the restaurant Etc.
Listing Accuracy

Your listing page should accurately describe the Restaurant and reflect the services, features and amenities that will be available at the Restaurant from Arrival to throughout the dining experience, including:

  • Booking details: Our Restaurant Partners should not be changing any details and even if there is valid reasons for any amendments then it should only be changed with the prior consent of Sortyfy and Guests.
  • Location: The location information (map pin, address, etc.) on the listing page should be accurate. The listing page should also disclose any information about the surroundings that may impact the guest experience like level of noise, parking or air quality etc.
  • Type, size, and privacy: The listing page should accurately describe the type of Restaurant offered (Open Air, Roof Top, Under-water, Garden etc.), the setup of the listing (number of Covers, Sitting Capacity, size of restaurant, etc.), and the level of privacy (presence of an on-site Restaurant manager, other guests, etc.).
  • Restaurant: The place provided should be the one that was booked, and the photos and description on the listing page should accurately represent the space provided. Our Restaurant Partners should only substitute one listing for another if they have prior agreement from the guest and the guest has accepted a Dining change request.
  • Amenities and Restaurant Rules: The listing page should disclose applicable rules and accurately represent all available amenities (WiFi, welcome drink, free snacks, live cooking, live band /music, live screening, toilets etc.) and features offered in the listing. If the listing advertises “essential amenities”, all amenities from this list should be available to guests. If there are restrictions associated with amenity access, these should also be fully disclosed on the listing page (for example, a live band, live screening, WiFi or a pool that is only available during certain hours or months of the year).
Best Discounts & Discounts Parity

Sortyfy emphasis on understanding the importance of the Best Discount and Offers. These are the two main factors that drive traffic to a restaurant and decides the customer base as well!

 

The majority of the best restaurants running their daily activities around the offers and discounts, to ensure their growth and increasing profit, and it has become a trend as well.

 

  • The Reasons for the best discounts / offers / Parity is: –
  • Guest prefers to eat at those restaurants where they have to pay less for their favourite dish.
  • Also, when you offer a discount, they tend to try other food items as well, which they did not plan initially. It helps you do cross & up-sell other food items.
  • Also, with discounted offers, customers try to go with other options like promotional combos as well because it not only cuts their bill but also offer them more than their expectations.
  • Apart from this, offers and discounts, helps a restaurant do free mouth publicity which has a prolonged impact on the overall profit of the business. And, who does not want this!! Right?
  • Maintaining discount parity (Same Discount Level) amongst all the channels improves the Restaurant’s credibility, improves the reliability and also avoids any confusion.
  • Discount Parity also helps guests to choose the best restaurant and reservation portal as per the quality of service and not as per the misleading the discount offers.
Activated Reward Program

Restaurant Partners are advised to be a partner in the Sortyfy Rewards Program. This will give your business a number of benefits to enhance the restaurant sale and more:

  • Increase the footfall of the new clients
  • Enhance your market visibility
  • Improve the loyalty of your guests to your restaurant
  • Helps in increasing the revenues
  • Increases the referral business
  • Will give you the global reach
  • Will make your restaurant placement on Sortyfy higher & better
  • You become the preferred Sortyfy Partner
  • You will be shown frequently in the recommended restaurants list
  • To increase the loyalty to get more repeat guests.
  • It gives an opportunity to invite a new customer base to the restaurant.
Listing Cleanliness

All listings should be clean and free of health hazards before guest Arrival.

  • Health and safety: Listings should be free of health hazards (Mold, Pests, etc.).
  • Cleanliness: Our Restaurant Partners should provide listings that meet a high standard of cleanliness (free of extensive dust, pet dander, dirty dishes, etc.).
  • Guest Turnover: Our Restaurant Partners should be sure to clean the restaurant, kitchen and washrooms as mentioned and confirmed in the “Safety & Security Measures” section.
Reporting a Violation

Sortyfy encourages guests to promptly report violations of these ground rules. When a guest is dealing with a suspected or actual violation of these ground rules, we ask that they:

  • Communicate first with Our Restaurant Partner— the Our Restaurant Partner is in the best position to quickly resolve issues.
  • Document the issue using the “Sortyfy Contact Panel” with the relevant details, photos, etc.
  • If Our Restaurant Partner can’t resolve the issue, guest can contact us to report the issue directly or request a refund through the Resolution Center. The request will be taken quickly and serious action will be taken considering the severity and truthfulness of the complaint.
  • We request guests to leave an honest review with feedback so that Our Restaurant Partner can improve for future guests.
Holding Our Restaurant Partners to these ground rules
  • We are committed to enforcing these ground rules. When a ground rule violation is reported, Sortyfy will attempt to contact Our Restaurant Partner to understand what occurred.

 

  • Actions we take may include providing information to Our Restaurant Partners about this policy and issuing warnings. When repeated or severe violations of these ground rules are reported, Our Restaurant Partners or their listings may be suspended or removed from the platform.

 

  • Depending on the nature of the violation, Sortyfy may also take other actions, such as cancelling an upcoming or active reservation, refunding a guest from Our Restaurant Partner’s payout, and/or requiring Our Restaurant Partners to provide proof that they have addressed issues before they can resume Our Restaurant Partnering.

 

  • In addition, Our Restaurant Partner who cancels a confirmed reservation, or is found to be responsible for a cancellation, may face other consequences under our Our Restaurant Partner Cancellation Policy. Sortyfy may waive cancellation fees and, in some cases, other consequences if Our Restaurant Partner cancels because of certain valid reasons beyond Our Restaurant Partner’s control.
Appealing violations

Our Restaurant Partners may appeal decisions under this policy by contacting Partner Support Panel  or through the link we provide to start the appeals process. In reviewing appeals, we will consider any additional details Our Restaurant Partner provides, such as new or corrected information, violations of our Reviews Policy, or other relevant circumstances related to the violation(s).

 

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