| I. Using the Site
II. Content
III. Agent 2 Agent Reviews
IV. Subscription
V. Contact Us
I. Using the Site
1. I am a subscriber. How do I sign in to read the reviews?
Go to the log-in page at www.starserviceonline.com. Fill in your user ID and password and click "go." If your account is current and active, the site will open onto the home page. *Make sure you put a dash between the numbers of your user ID, with no spaces. (e.g., 012345-001) *Did you accidentally hit the wrong key typing your ID or password? Return to FAQ 2. The administrator of our STAR Service Online account has changed. How do I change his/her password?
To change the administration information, including the password, you will need to be signed on as the administrator. If you do not have the current administrator’s password, please contact Customer Service at starservice@ntmllc.com or call 888-238-0043 (US) or 336-714-3164 (outside the US) to have this information changed. Return to FAQ 3. I forgot my password and cannot get into the reviews.
At the top right-hand side of the page, click on "Forgot UserID/Password" (located to the right of the user ID and password fields). Enter your e-mail address and click "go." We’ll send you an e-mail with your user id and password. Return to FAQ 4. I cannot log in to read the reviews.
Please confirm with your account administrator that your account is current. If the account needs to be renewed, please call Customer Service at 888-238-0043 (US) or 336-714-3164 (outside the US). Each User ID is designed for only one person. More than one person’s use of the same ID is not permitted. Additional User IDs can be purchased at a greatly reduced rate, so that your coworkers can have access to STAR Service Online. Call our Sales’ department at 1-866-566-8137 for more information. If your account is current, and you still cannot log in, check the following: *Did you put a dash between the numbers of your user ID? (e.g., 012345-001) *Did you accidentally hit the wrong key typing your ID or password? Return to FAQ 5. How do I search for a review?
There are 4 ways to search for a review: - 1. The quick search option (located at the top right-hand side of your screen) allows you to search by hotel name, destination, point of interest, cruise ship name or line.
Select your preferred search method from the drop-down menu. In the search field, type in the key word you would like to search. Choose from the drop-down list or click "go."
- 2. Search for hotels in a destination by clicking on the map.
- 3. Select the hotel tab (located in the gray toolbar) to search by both destination and hotel name.
- 4. Select the cruise tab (located in the gray toolbar) to search by ship name or to select from a list of ships.
Return to FAQ 6. I can’t find a hotel review I’m looking for.
It is better to search by key words and exclude words such as "the" or "hotel." If you are searching by hotel name, try searching by destination. For example: "rome." Return to FAQ 7. I can’t find a ship review I’m looking for.
Select the cruise tab. Click on the blue down arrow button beside the "Select Ship" field. When the box drops down, select a name from the list. If you are unsure of the ship name choose the ship line and you can select from a list. If your ship is not listed, please e-mail the editor for the ship to be considered for inclusion. Return to FAQ 8. How do I email a review?
Pull up the STAR review you wish to email. In the upper right-hand corner, click on the red and gray envelope that says "Email." Return to FAQ 9. How do I email my review to multiple people?
Pull up the STAR review you wish to email. In the upper right-hand corner, click on the red and gray envelope that says "Email." Follow the steps to step 4. Fill out the email addresses and separate them by either a comma or a semicolon. Enter a subject line for your email and click "Finish." Return to FAQ 10. How do I find my saved reports?
Click on "My STAR" in the gray toolbar at the top of the page. Then click the red button "manage" at the bottom of the section "My Reports." You can scroll through your list of reports in the middle column of "My Saved Reports." To view a report, click on the title. Then under the right-hand column entitled: "Report Details," click "Print." A copy of your report will appear on your screen. Return to FAQ 11. How do I go back and change a report that I have saved?
In the gray toolbar, left-click once on "My STAR." Then click the red button "manage" at the bottom of the section "My Reports." In the middle column entitled: "My Saved Reports," click on the title of the report you want to change (not the folder but the specific report). A gray box will appear around the title of your report. Move your mouse to the right-hand column entitled: "Report Details" and click on "Edit." The site takes you to Step 1, where you will check the box with your report name under "Place in Your Report." Follow the steps to step 4, where you can either print or email your report after making any changes. Return to FAQ 12. I can view only a few lines on the search results windows and keep having to scroll down. What can I do to improve the display?
STAR Service Online is best viewed with the display resolution setting of 1024 x 768. You may change your settings by going to your computer’s Control Panel and then to Display. In your settings, you can change your screen resolution. Return to FAQ 13. The header or contact information on my reports is incorrect. How do I update this?
Log into STAR and select "My Star." Click "view" under the Business Card & Profile section. Update your information and press "save."
II. Content
14. What do the star classifications mean?
Properties in STAR Service are classified from one to five stars based on the professional inspections and assessments of our correspondents. This classification is unique to STAR Service and does not correspond to any of the inconsistent classification and rating systems used in the travel industry. STAR Service neither accepts advertising nor charges hotels to be reviewed. Our professional classifications reflect the objective criteria that all our correspondents use when evaluating hotels. The classifications are based on the hotel’s character and its range of facilities, amenities and services. The classifications — that is, the number of stars assigned — are not an evaluation of quality. They serve only as guidelines for categorizing the hotels according to their type and the breadth of their offerings. Those within each category are required to meet a specific number of the criteria set for the category, and these criteria vary relative to the location and type of property. For example, a pool is essential for a three-star resort in Palm Springs, but an option in a five-star hotel in London. The classifications are no substitute for reading the individual reviews. Our clients are professionals who make their own individual recommendations, based on the information we provide.  A property offering the widest range of public areas and the greatest variety of services. A five-star hotel will customarily have a multilingual staff and a high staff-to-guest ratio, luxurious public rooms and accommodations, refined decor and appointments, at least one restaurant, one lounge, some meeting space, suites or other multiroom accommodations, and round-the-clock room service.  An above-average property, usually one of the better ones that attract conventions and families but do not provide the personalized attention, plush appointments, or fine detailing of a five-star hotel. Public rooms and accommodations are likely to be either more commercial in tone or more limited in scope than their five-star equivalents. A middle-grade property with standard facilities, amenities, and guest quarters. These are generally commercial or transient hotels, or inns with few offerings. Restaurants are not always on the premises of the hotels, but food service of some sort is available. The guest quarters typically have private baths. A budget operation with limited facilities and services. Public areas may be limited to a reception desk; TVs, phones, and private baths may be lacking; and service is likely to be minimal. As a rule, one-star properties are not reviewed in STAR Service. Those that are included generally represent the best available accommodations in a given area. Facilities tend to be spartan and service minimal. NOTE: Accommodations in three- to five-star properties provide phones, cable or satellite TVs with remote controls, one or two double, king or queen beds, and private baths with showers, tubs or both unless otherwise noted. Return to FAQ
15. How do you decide which hotels are designated as SUPER STARS?
SUPER STARS are those properties that, in the judgment of our correspondents, are warranted to be truly outstanding. SUPER STARS can have any number of stars, but all demonstrate a level of excellence that greatly exceeds that of most properties with the same classification. SUPER STARS all have something extraordinary to offer.
III. Agent 2 Agent Reviews
16. How can I write or read a review for a property?
Find the property you are interested in. Select the 2nd tab labeled Agent Reviews. You should now see an option to read other agents’ reviews of that property or to create your own review
Return to FAQ
17. I wrote a review. Why hasn’t it posted?
All user submissions are reviewed for appropriateness and content and may not appear immediately. Please allow up to 8 hours for your review to appear. If you have waited 8 hours and your review still hasn’t appeared, please contact us.
Return to FAQ
18. Tell me more about the agent-to-agent ratings.
Agents can rate a property 2 ways:
1. By assigning the property an overall rating from 1 to 5 based on the following criteria:
- 1 = Horrible
- 2 = Poor
- 3 = Average
- 4 = Good
- 5 = Excellent
2. By assigning a rating to each of the 4 categories below. Each category is rated on a scale from 1 to 5.
Incentives & Commissions: Did you receive any incentives and/or commissions to book this property?
- 1 = Horrible
- 2 = Poor
- 3 = Average
- 4 = Good
- 5 = Excellent
Customer Value: Do you think your customer got a good deal for the money?
- 1 = Horrible
- 2 = Poor
- 3 = Average
- 4 = Good
- 5 = Excellent
Ease of Booking: Was it easy to book this property?
- 1 = Horrible
- 2 = Poor
- 3 = Average
- 4 = Good
- 5 = Excellent
Customer Satisfaction: Are you clients happy with their accommodations?
- 1 = Horrible
- 2 = Poor
- 3 = Average
- 4 = Good
- 5 = Excellent
Return to FAQ
19. How do I change or delete my review?
Find your review. Click the edit button. You will be taken to the edit page where you can delete your entire review and rewrite it.
Return to FAQ
20. How do I change my agent review name?
Your agent review name is your first name and the first initial of your last name. To edit this, go to "My Star". Select "view" under "My business card & profile." You can update your name here. Note that by changing this, you are also changing the information that will appear at the top of your reports.
Return to FAQ
21. How do I find a history of my reviews?
Find a review that you have written and select your name or "see all my reviews."
Return to FAQ
22. How do I find all the properties this agent has reviewed?
Select/click - "see all my reviews" next to an agents name, and a complete list of reviews is available.
Return to FAQ
IV. Subscription
23. Where can I find a copy of the Subscription Agreement for STAR Service Online?
Click here to review the Subscription Agreement for STAR Service Online. Return to FAQ
24. What is the Subscriber Advantage Plan? How do I sign up to be a part of it?
The Subscriber Advantage Plan allows uninterrupted access to www.starserviceonline.com for subscriptions renewed by credit card. Click here to review the Subscriber Advantage Plan for STAR Service Online or contact us for more information.
V. Contact Us
24. How do I send you feedback about the site?
Contact us using this e-mail form. Return to FAQ
26. I’d rather talk to a living, breathing human being.
Please call our Customer Service department at 888-238-0043 (US) or 336-714-3164 (outside the US). A customer service representative will be available from 9:00 am to 5:00 pm Eastern Standard Time. Return to FAQ |