General FAQs
Do I need any special knowledge?
No, just a basic understanding of your computer and how to access the internet. SuperControl is
very straightforward to use and we make the setup process as easy as we can. We provide help videos, step-by-step notes and setup guides. And if that’s not enough, our customer support specialists are here to help you by phone or email.
What systems can I use SuperControl with?
You can use SuperControl from anywhere with internet access. You can use it on a PC, MAC, mobile device, iPad. It works on most modern browsers incluing Internet Explorer, Firefox, Chrome and Safari. The age of your computer doesn’t matter; there’s no need for new or expensive kit. And there’s no software or hardware to install, configure or maintain.
How does it connect to my website?
It’s simple. Your developer will just add a couple of links and it’s done.
What happens if I get an online booking while I’m away?
The dates will automatically be marked as provisionally booked on your website calendars so nobody else can book the same dates. You receive an email when a booking comes in and can be alerted by text. You can access SuperControl from anywhere with internet access to take payment and confirm the booking.
How do I enter bookings I take over the phone?
Just log into your account and add the booking manually, it’s easy. The dates are automatically marked as booked on your website calendar so there’s no risk of double bookings.
Will taking bookings online mean I lose the personal touch with my customers?
Not at all! SuperControl just means you can provide a higher standard of customer service in less time. Bookings are provisional until you confirm them, so you can call to confirm if you prefer. You can send scheduled emails (e.g a restaurant list a week before your guests arrive, or a feedback survey a day or two after they leave). SuperControl alerts you if a customer has booked before and enables you to keep customer notes eg likes and dislikes, their dog’s name, the date of a special event or particular requirement.
Will I get more bookings by having SuperControl on my website?
60% of customers prefer to book online. Having SuperControl means you give those customers what they want. Online booking is immediate and easy, so it’s a strong incentive for them to make the decision to book. Once you’ve attracted visitors to your site you have a much better chance of turning them into customers with an online booking system like SuperControl.
How secure is SuperControl and how secure is my data?
Your data is protected by state-of-the-art encryption, and password protection ensures only you have access. The systems are scanned frequently for thousands of vulnerabilities and our security experts carry out regular tests. Our strict security standards are designed to prevent card fraud – SuperControl is PCI compliant.
How do I view bookings if I temporarily lose access to the internet?
If your internet connection goes down people will still be able to book through your website so you will not miss out on new bookings. You can still view bookings and availability through a smart phone, and can post bookings to your outlook calendar so you have an up-to-date offline record of bookings and availability. Phone our support team if you are worried – they will be happy to provide any further information you need.
Do you outsource your support or is it provided from your office?
The SuperControl support team is based here in our office in Scotland. They have immediate access to the development team, are highly trained and selected for their excellent communication skills. By email and phone you will get through to someone who can help you with any queries. We resolve support requests quickly and efficiently.
Who is behind SuperControl?
Robert and Melinda Kennedy, the owners of Orroland Holiday Cottages, originally built the online booking system for their own website. Today they work with 1,500+ businesses of varying sizes. SuperControl is used by agencies and owners of more than 27,000 cottages, villas, caravan parks, apartments, glampsites, lodges, canal boats and more to take online bookings. Robert and Melinda are passionate about nurturing the interests of self-catering businesses, and are active on the committee of the ASSC (Association of Scotland’s Self-Caterers).
Can I get someone to set up SuperControl for me?
If you haven’t got time or are nervous of technology we’re happy to do the set-up work for you. Call and ask about our cost-effective, fast-track set-up – we’ll have you up and running within 2 working days.
Should I wait until I’ve got approval for online payment processing?
You can still go ahead and get your online booking service set up. Some banks take weeks to approve payment services, and in the meantime you can lose out on bookings. You can start using SuperControl before your payment service is confirmed because you can still accept bank transfers, cheques or PayPal payment options.
Will the booking pages on my website look like an add-on, putting people off booking?
No. We match the booking pages to the look and feel of your website, giving the customer the confidence to place their booking there and then.
How do I sign up?
Just give us a call. We’ll talk through any queries you have, and discuss the options so that you can decide which product will work best for you.
What is your system downtime?
With an average uptime of 99.99%, SuperControl is one of the most reliable online booking systems around. The server is monitored constantly and our administrators notified immediately of any faults. Database backups are taken every four hours and are stored off-site. You can be sure that your information is safe and you can download customer and booking data at any time.
FAQs on pricing
Why do you charge an annual fee?
Our customers prefer the reassurance of knowing their annual costs – it makes it easier to control budgets. Our online booking systems have proved cost-effective for owners of cottages, villas, caravan parks, apartments, chalets, lodges, glampsites, canal boats and more.
Do you take commission on bookings?
No! We charge a predictable subscription cost and take no commission on bookings. Support and continuous system improvement is included in your annual fee. System developments, security and performance enhancements are delivered to you when they are ready rather than in expensive product upgrades.
Can I upgrade whenever I want to?
Absolutely. We’ve made it easy to upgrade at any time. Some customers start with LITE, then realise how easy it is and want to upgrade. The additional features are added to your account immediately. All information is retained in your account and all the functions you are used to will be available in the upgraded account. We give you one-to-one training so that you know how to use all the extra tools.
How should I take payments?
You can take payments by cheque, bank transfer, PayPal (perfect for start-ups or businesses with 1-3 properties) or an online payment processor such as Sage Pay. Most guests prefer to pay online using their card so we’d strongly recommend you allow card payments. Your choice of payment processor will depend on your circumstances. Call us and we’ll guide you through the options so that you can make the best choice for your business.
What happens if I buy another property?
You can add a new property at any time. If you expect your property portfolio to grow regularly, we can set your account so that you can add new properties whenever you like without asking us for capacity. We will only invoice from the date you activate the licence for each property.
What payment terms are available?
There is an annual licence fee. If you use PLUS or AGENCY you can either pay a lump sum on sign-up or in quarterly payments.