Payments & Refunds

Tyler Fee Refunds (Permission-Based)

Some agents may now see an option to refund the Tyler fee when issuing a refund.

This option only appears:

• • If a Tyler fee was originally collected

  • For single, unmodified reservations

  • If your role includes the Allow Tyler Fee Refund permission
    
    

When refunding a Tyler fee:

• • You will be prompted to select a refund reason (Force Majeure, Park Failure, etc.)

  • The reason is logged for tracking and audit purposes
    
    

Important Notes for Agents

• • • Modified reservations cannot have the Tyler fee refunded at this time.

    • If you do not see the option, you likely do not have permission or the reservation is not eligible.

Improved Payment Reliability

The system now better handles situations where a payment response is delayed or missing.

This reduces:

• • Duplicate charges

  • Unclear payment status

  • Follow-up calls about whether a payment went through
    
    

What This Means for Agents

• • • Fewer “pending” or unclear payment scenarios

    • More confidence when confirming payment outcomes with guests

Reservations & Account Restrictions

Online Reservation Restrictions

Some customer accounts may be flagged as not eligible to make online overnight or day-use reservations.

Affected guests:

• • Will be blocked from booking online

  • Will receive a message explaining the restriction
    
    

What Agents Should Know

• • • Guests may call asking why they cannot book online.

    • You can explain that the account has online booking restrictions and assist according to policy.

Vehicle Limit Updates

Online Reservation Restrictions

Changes to vehicle limits now apply immediately.

Existing reservations will correctly reflect updated vehicle counts.

Agent Impact

• • • Fewer issues when adding vehicles to reservations

    • No need to terminate actions due to outdated limits

Activities & Ticketing (Web Experience)

“Sign Up Now” Login Prompt

Guests clicking Sign Up Now on an activity page will now be prompted to log in if they are not already signed in.

Agent Impact

• • • Fewer reports of sign-up buttons not working

    • Clearer guidance when helping guests enroll in activities

Improved Activity Links

“Sign Up Now” Login Prompt

Activity links now include the activity ID.

Links can be shared directly and will open the correct activity.

Agent Tip

• • • You can confidently share activity links with guests knowing they will land on the correct page.

Passes & Guest Accounts

Temporary Pass PDF Updates

Additional instructions have been added to temporary pass documents for:

• • • • Disabled Discount Pass

      • Distinguished Veteran Pass

      • Golden Bear Pass

      • Senior Golden Bear Pass
        
        

The updated language explains how guests who apply in person or by mail can:

• • • • Create a ReserveCA profile

      • Complete registration using Okta

Agent Impact

• • • Fewer questions from pass holders about creating online accounts

    • Easier explanations when assisting mailed or walk-in applicants

Privacy & Guest Information

California Privacy Update

Visitor phone numbers are now hidden in Quick Check for California reservations.

Agent Tip

• • • This is expected behavior and supports state privacy requirements.

    • If a phone number is not visible, no action is needed.

Admin & System Improvements (Behind the Scenes)

• • • User searches now show one result per account, not duplicates.

    • Previously disabled toolbar icons in date-based matrices are now functional.

    • Exporting recipient data from Notifications is more reliable.