Frequently Asked Questions

Do you have a question about the Australian Tourism Data Warehouse (ATDW) and your listing? Read through our frequently asked questions below.

Why should I join myATDW?

Products listed on ATDW appear on many websites, including the South Australian Tourism Commission's own official website, southaustralia.com, along with some of Australia’s largest tourism distributors. These partner sites greatly increase your product’s exposure to potential customers. myATDW gives you control of your listing.

How much does myATDW cost?

Listing on myATDW with the South Australian Tourism Commission is free.

Who can join myATDW?

An operator with an eligible tourism product can join myATDW.

View the list of eligible product

How do I join myATDW?

It’s easy. Register for myATDW and once approved, you will receive an email with your username, password and instructions.

Once received, you can then create your listing which will be viewed by consumers.

What if my business fits more than one category?

Some tourism businesses may fall within more than one ATDW category. For example, attractions such as wineries may hold regular events and accommodation providers may also offer tours to their guests. You will need to complete a separate registration for each category. SATC will access each registration based on the information provided. Once approved you can then create and maintain individual listings for each category.

Why should I update my listing?

It’s vital that your listing is current, engaging and relevant. This information appears on many travel websites, including southaustralia.com which features in all SATC advertising.

How often should I update my listing?

You may update your listing as often as you like but it must be updated at least once every 12 months.

As a guide, you should update when any of your details change. This includes prices, opening times and contact details, or you have new images of your product, or you have new features, refurbishments or permanent displays to share.

What happens if I don’t update my listing?

Your listing may expire. This means it will no longer appear on distributor sites including southaustralia.com. Regular updates ensure that your listing is current and useful for travellers.

How long will it take for my listing or changes to appear?

New listings and changes to existing listings take 3-5 working days to appear online.

New listings and changes are submitted for Quality Assurance (QA) before they are published. This ensures national database standards are met. Images must be the correct size and format. There can be no spelling or other errors in the listing. All information must be displaying properly before it will be released from QA.

Where will my listing appear once it is published?

The South Australian Tourism Commission may not be the only distributor that displays your ATDW listing. As at July 2013, there were 53 distributors using South Australian product information from ATDW in different ways on their websites or Smartphone applications.

Major distributors include Tourism Australia, About Australia, Holidayz as well as region specific websites such as Tour Kangaroo Island, Accommodation Barossa Valley and The Farm Shed (Copper Coast Tourism). It is important to note that not all distributors display every category type or every listing stored in the ATDW. Listings are at the discretion of the individual distributor, depending on the audience of their website.

Some distributors publish basic listings and offer operators the chance to upgrade their listing. These upgrades would be at the operator’s cost. The South Australian Tourism Commission recommends researching any potential upgrades to ensure they suit your business’ needs. A full list of current distributors is available on the ATDW website

How will people find my product on southaustralia.com?

southaustralia.com is an ATDW distributor and therefore publishes your myATDW listing. Visitors to the site will find your product in several ways.

One way is via the orange ‘Search & Book’ tab at the top of every page. This divides products into categories and sorts them by region and type.

Visitors can also search for keywords via the search field in the top navigation bar.

Can bookings be made through SATC’s website southaustralia.com?

Customers who find you on southaustralia.com can contact you via the details you have listed on your ATDW record. These details might include your telephone number, email address and website.

The website also supports online bookings for accommodation and tour products. These bookings are facilitated by Tourism Exchange Australia (TXA). For more information on TXA see below.

ATDW listings are compatible with TXA-integrated booking systems only.

What is TXA?

TXA stands for Tourism Exchange Australia. It is an alliance between ATDW and V3. ATDW collects tourism content from all Australian states and territories and publishes it on multiple websites. V3 enables consumers to immediately book products online.

TXA delivers online bookable Australian tourism products to consumers via ATDW's licensed distributors.

TXA is an inclusive booking exchange. It incorporates inventory and pricing from multiple booking systems and distributes this information via various websites. TXA offers distributors and operators the opportunity to increase sales, and it allows consumers to securely book tourism products online.

My product is listed on southaustralia.com but I don't know how it got there

southaustralia.com is an ATDW distributor. Your ATDW listing may have been created by a previous owner or employee. If you do not wish to appear, email SATC's Online Services and we will remove your listing.

I’ve made some changes in myATDW but they’re not showing on southaustralia.com. Why is this?

There are two possibilities:

1. If your Product Status reads ‘Currently Checked Out for Editing’ you will need to ensure that you click the Accept button to submit the changes for quality assurance.

2. If your Product Status reads ‘Currently in QA Status’ you will need to wait until your product has undergone quality assurance. Once this is done, your Product Status will read ‘Live and Distributing’ and you will be able to make updates again.

What is the difference between editorial pages and product listings on southaustralia.com?

Editorial pages are created and managed by SATC staff and generally contain motivational and destination information. Your product listing is managed by you.

If you think your business should appear on a specific editorial page, please contact SATC. Requests will be reviewed by the site’s content manager.

What is meant by Indicative Rates?

Indicative rates represent the lowest to highest cost for your product over all seasons.

How do I determine my STAR Rating?

Australian STAR Ratings are administered by AAA Tourism on behalf of Australia's automobile clubs. South Australia’s relevant automobile club is RAA.

If you do not have a current AAA Tourism rating, click Not available.

How should I describe my product?

Use paragraphs, not bullet points or asterisks. Keep language simple and to the point.

Avoid clichés or too may adjectives.

Start with your product’s name and outline unique features and qualities. Follow this with any additional information.

Be sure to meet minimum and maximum word limits, as indicated in the relevant myATDW fields. Prices, addresses, contact details and facilities have their own sections, so do not include these in the description.

What are the mandatory sections of myATDW that I must complete?

Mandatory fields vary, depending on the product category. Mandatory fields are indicated by a red border and/or an asterisk when you are in ‘edit’ mode.

How do I display images on my listing?

A maximum of four images can be stored on your listing. Simply follow each step in the helpful myATDW wizard to add images.

Please note original images should be jpeg and a minimum dimension of 2048 x 1536 pixels.(landscape). Logos and images with writing on them, including posters, are not acceptable. 

My Google Maps location is wrong. How do I fix this?

Log into myATDW and click on View or Update My Product Details.

Move the Google Map marker found under Location on your ATDW listing and hit Submit to send to us for quality assurance.

Once released, it will update its location on all relevant distributor sites.

There is incorrect information about my business displayed on a website.

Check the list of ATDW distributors to see if the website is an ATDW distributor. If it is, you will be able to correct this information by updating your myATDW listing.

If you have done this and the distributor site is still incorrect, advise SATC’s Online Services and they will follow it up with the ATDW team.

If the website is not a distributor site, you will need to contact this website directly to rectify.

What should I do if an ATDW distributor contacts me?

Occasionally ATDW distributors contact operators with offers of premium advertising space on their websites, reservation services or other online marketing opportunities. Any offers you receive to upgrade or change your listing should be considered on their merits to ensure they meet your business needs, just like any other offer to advertise.

ATDW distributors must follow the ATDW Distributor Communications Guidelines. These guidelines aim to protect the interests of tourism operators, especially from other irrelevant or poor quality unsolicited offers.

If you do not wish to receive further offers or updates from a distributor, you can ‘unsubscribe’ from its email service.

Products are listed free of charge on a distributor’s website or digital channel as a condition of the ATDW License Agreement.

Why can’t I access myATDW?

Some of the possible reasons you can't access myATDW might be:

• You are not using Internet Explorer 7.0 or higher.
• You have a Google or Yahoo toolbar switched on. Switch it off by going to ‘view’ and ‘toolbars’ on your Internet Explorer menu and deselecting it.
• You have a pop-up blocker switched on. Switch it off by going to ‘tools’, ‘pop-up blocker’ and selecting ‘turn off pop-up blocker’ or ‘internet options’, ‘privacy’ and deselecting ‘block pop-ups’.

For assistance, contact SATC's Online Services.

I've forgotten my username and/or password.

Click on I forgot my password and your password will be emailed to you.

What do I do if I know my username and password but cannot login?

Sometimes internet browsers like Internet Explorer have automatic settings that stop you logging in. Try refreshing your webpage by pressing the refresh button at the right of the address bar (the green arrows), or by pressing the F5 button on your keyboard. Alternatively, try closing Internet Explorer and opening it again.

If you are still having trouble, you may need to adjust Temporary Internet Files:

• Select the Tools menu
• Click Internet Options
• Select the General tab on the far left
• Select Settings in Browsing History
• Make sure there is a dot in the first option, ‘Every time I visit the webpage’
• Click OK
• Click OK
• Refresh your webpage. Close and reopen Internet Explorer.

If you are still having trouble, you may need to delete Cookies:

• Select the Tools menu
• Click Internet Options
• Select the General Tab on the far left
• Select Delete in Browsing History
• Make sure there is a tick next to Cookies, and all others are blank
• Click OK
• Click OK
• Refresh your webpage. Close and reopen Internet Explorer.

If you are still having trouble, you may need to delete all Temporary Internet Files:

• Select the Tools menu
• Click Internet Options
• Select the General Tab on the far left
• Select Delete in Browsing History
• Make sure there is a tick next to Temporary Internet Files, History, Form Data, Passwords and InPrivate Filtering data. Make sure you write down any saved passwords for other internet sites before deleting passwords.
• Click OK
• Click OK
• Refresh your webpage. Close and reopen Internet Explorer.

How do I remove my listing?

Email SATC's Online Services with your product details and the effective date, and they will remove the listing for you.

What are myATDW’s internet browser requirements?

You will need to be operating in one of the following browsers to use myATDW:

• Internet Explorer 7.0 or higher
• Firefox 3.5 or higher
• Safari 4.0 or higher
• Chrome 6.0 or higher

Please note myATDW is not compatible with mobile devices.

I’ve accessed my listing but there is no wizard or update option available. Why is this?

Check your initial entry page (as opposed to your brochure view page where you see all your details). The Product Status in the top right hand corner will most likely read ‘Currently in QA Status’.

If this is the case, you will need to wait until your most recent changes have undergone quality assurance and are released live. Once this is done, your Product Status will read ‘Live and Distributing’ and you will again be able to make updates.

If my business is an Attraction, can I list Events that are on at my Attraction?

Yes. If you regularly hold events, you will need to register separately as an Event so they can have their own listing.

How do I manage my listings if I have more than one listing on myATDW?

If you have more than one product listed, provided they are of the same category, you will be able to access all your listings through myATDW with the same login and password. Please email SATC's Online Services for more information.

When you login, simply choose the listing that you need to update from the tabs at the top of the page.

How should I manage TripAdvisor reviews?

TripAdvisor is not an ATDW distributor, but it is a very popular tourism website. Your product may have received a review, so it is important to monitor feedback and use user-generated content to your advantage.

Here are some tips for responding to user-generated content:

• Be nice. You aren’t going to win an argument with a frustrated customer. Even customers who initially had a bad experience might come back.
• Be polite and professional. You’re responding to one person but the response is public. Keep your responses useful, readable and courteous.
• Don’t get personal. Remember that you’re replying to feedback about an experience, not about you as a person.
• Feedback is helpful. Both positive and negative feedback can be good for your business and help it grow (even though it’s sometimes hard to hear).
• Keep it short and sweet. Users are looking for genuine responses but not necessarily novels.
• Don’t say in 20 words what you can say in ten.
• Be thankful. A customer who has written a review has taken the time to invest in the success of your business.
• Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly. One response reaches lots of customers, not just one.
• Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell reviewers something new about your business. Share a tip or something they might not know from their first visit.
• Check the review is legitimate. If you have a feeling that the review is suspicious, contact TripAdvisor.

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