Billing
You send it to the guest through GNR as long as their email is on file.
What is a folio?
This is strictly for medical requests.
What is Guest Service Requests?
"I got double charged for my stay back on December 17th."
I do apologize for the fact that you were double charged. I will document this on a corporate level and forward it to the hotel so that they can provide you with a response within 48 hours.
(Acknowledge, ownership statement, resolution)
This is what you always ask your guest on a service/quality issue.
What is actions taken by the hotel management?
This is always added as the primary hotel on a CRO case.
What is the CRO that created the case?
You stand by the hotel policy and do not refer for 48 hours.
What is No Show - Not Cancelled in Holidex - Cancel/refund request.
The front desk clerk booked the guest the incorrect dates.
What is hotel reservation issues?
I need to request a room close to the elevator because I'm in a wheelchair.
I do understand the importance of being located close to the elevator, so I will be documenting this on a corporate level and forwarding it to the hotel so that they can get back to you within 48 hours.
(Acknowledge, ownership statement, resolution)
This is the only time you will refer a service/quality case to the hotel.
What is the hotel promised the guest something?
This is used when you don't know which CRO made the mistake?
What is UNCRO?
This is the action code for the majority of billing cases.
What is referred for resolution?
The guest booked a IHGRC BFR and won't be able to make it due to a change in plans, she would like to cancel without being charged?
What is Hotel Restricted - Change/Cancel request?
"When I got to the hotel, my room wasn't ready and the hotel offered me complimentary appetizers as I waited."
I do apologize for the fact that your room was not ready upon arrival, however I'm glad that the hotel was able to offer you some appetizers so your wait can be easier. Thank you so much for calling us today and i will be documenting this on a corporate level to ensure we keep records of this.
(Acknowledge, ownership statement, resolution)
The guest is unsatisfied about the conditions of the couches in the lobby, the carpets in the hallway, and deteriorated gym equipment.
What is commercial areas?
Guest is surprised at check in that there is a waterpark fee. The reason they booked the hotel was for the pool; was not told it would be $30 per person.
What is Facts Information not verified - Call the hotel and ask if they will refund, if declined, follow through with negotiation.
The reason code is updated to this when the hotel has provided a resolution before the 48 hours expiring.
What is hotel resolved?
The guest is calling because she booked the wrong dates through the APP.
What is General Reservations
"I planned a whole year for this vacation so that my family and I can enjoy the waterpark, but when we got there, the slide was broken, the pool was dirty, and the hot tub was not hot!"
I understand how disappointing it can be that the pool was dirty and the slide was broken so you couldn't enjoy your vacations. I will document this in order to provide the feedback to the hotel and I will compensate you with 20,000 points due to the inconvenience.
(Acknowledge, ownership statement, resolution)
This is the only time you will call the hotel on a service/quality case.
What piece of information do you need from the guest prior to calling?
Bed bugs sighting.
Guest booked 15 miles out of downtown Chicago – was expecting to be downtown. Hotels downtown are $70 more each night.
Reason code and resolution.
Incorrect location - Call the hotel and negotiate the $70 difference.
This is what you do when the guest is calling a second time on a billing case?
1. Check the case notes
2. Call the hotel for resolution
3. Update contactor
4. Add notes
The guest is calling because she was charged a no show fee for a reservation that the hotel was unable to accommodate?
What is unhonored reservation?
"It took me 2 hours to be check in, when I got to my room, the bed was undone, the bathroom was dirty, and there were mud prints on the carpet."
I truly apologize that it took you two hours to be checked in and you were checked into a room with a dirty carpet, bathroom, and undone bed. I will definitely be documenting this on a corporate level in order for the hotel to receive the appropriate feedback and I will be providing you with 5,000 points due to the inconvenience.
(Acknowledge, ownership statement, resolution)
The guest is calling to complain about the fact that the people in the room next door were making a lot of noise and management did not resolve it.
What is Hotel Staff?
This is what you do to provide the guest with a resolution when the manager is unable to assist on a CRO case.
1. Advise the guest that the correction has been made.
2. Add a "hotel response needed" template to know if the hotel will accept the invoice.
3. Leave the case open