Guidelines FAQ
TRUE or FALSE: Due to security regulations guests are not able to transfer wallet credits from one account to another.
True, wallet credits are non-transferable.
Link: https://customerservice.booking.com/products/booking-wallet/faq-booking-wallet/
How many attempts can a guest have to upload a valid CC after it has been marked as invalid?
1 - the guest has 1 attempt to upload a valid CC after it has been marked as invalid (unless partner verbally agrees to more attempts).
Under service rules, second bullet.
How many reminders do I need to set for guests that are not responding on Relocation cases?
The maximum reminders for Guest is 2.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/complaints/relocation/
What's the Topic and Subtopic in TED when a guest contacts us to re-send the confirmation email to the email address associated to the reservation or to a different email address.
Topic: Confirmation
Subtopic: Resend confirmation email to guest
Link: https://customerservice.booking.com/guest-guidelines/accommodation/confirmation/confirmation/
When a Guest or Partner is requesting to waive cancellation fees through CS, before processing the request, we now need to ask the partner to provide a written confirmation. What do we consider as written confirmation from Partner when approving cancellation free of charge?
Link: https://customerservice.booking.com/guest-guidelines/accommodation/cancellation/cancellation/ under Service Rules OR https://customerservice.booking.com/week18-updating-cancellation-waived-fees-process/
The guest has either self certified they have COVID-19 or have shared proof of travel cancellation, can we share this with the partner?
Yes, as long we have emailed the guest the following template T: Non-FC – Req Proof of inability to travel first.
If the guest was involved in previous misconduct and has booked (multiple) reservation(s) for the future at the same property, how can we cancel all future reservations?
You as agent can mark every individual reservation with the Guest Misconduct Complaint Type, and then cancel each individual booking as described in GM question 1.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/complaints/guest-misconduct/
How many reminders do we set for guests when working on a No Show case?
None. We never set a reminder (for both partners, guests or internal) when following the No Show Guideline.
What's the Topic and Subtopic in TED when a guest contacts us about a request made by the guest to bring their pet.
Topic: Special Request
Subtopic: Request to house a pet
Link:
You found out that Sammy's reservation was cancelled as "invalid credit card" by the property and the guest would like to reinstate his reservation. What will you do?
Politely inform the guest to make a new reservation.
Q/T: G: Cannot reinstate a reservation.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/cancellation/reinstatement/
TRUE or FALSE: When requesting for modification or cancellation due to COVID-19, we can collect proof of inability to travel from the guest.
TRUE, we can collect proof of cancelled flight / public transport.
Under FAQs section, we CAN collect proof of cancelled flight / public transport, which include date of travel and travel location. We cannot collect sensitive personal information such as positive COVID-19 test results or proof that the guest and travel party live in the same household. For these cases, the guest should reply to the email template with self-declaration that they/travel party have tested positive for COVID-19. Never mention any personal information in the TED note.
When can we unmark a Relocation complaint?
Unmark a complaint only if:
1. Guest is accommodated in the same property with equal or better OR
2. Guest is accommodated in the same property with lower standard but guest accepts it.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/complaints/relocation/
When working on a modification ticket, reminders should be used for partners only. What is the maximum number of reminder can we set?
1, never set reminders for internal and guests.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/modification/modification/
When a guest contacts us requesting an invoice for their stay with Booking.basic reservation, what should be the ticket topic and subtopic?
Topic: Payment
Subtopic: Request for receipt/invoice by guest
Link: https://customerservice.booking.com/guest-guidelines/booking-basic/invoice-request/
TRUE or FALSE: Korra has a cancelled PbB reservation after it was waived by 70% by Hotel Avatar via hotel note and she is calling to request a refund. As a CS Guest Specialist, I should follow the refund form in TED.
FALSE, I should email CS PbB Support at cs.finance@booking.com.
As stated in the Important Information, the refund form in TED is only relevant to refund the full amount. The scenario was only partially waived by the property.
Mr. Speedy called in asking to cancel his NR booking for free in Hotel Barcelona due to a change of plans (non-FC related). He is now looking into booking a more luxurious hotel for his birthday. You contacted the partner as per the TED recommendation and Mrs. Lala Muv, the property owner, did not agree to waive the fees. Instead, she would like to offer a voucher for the guest. How will you proceed?
We do not offer it to the guest, we only support vouchers for reservations approved as Forced Circumstances.
The guest came back claiming that she hasn’t received her refund yet from an overcharge claim. When you checked TED, the partner already notified us 3 weeks ago that the amount has been refunded. What do we do next?
Ask the partner for Proof of Refund and follow 3-2-D.
On the Important Information section, it states there that when the partner notifies that he has refunded, believe the partner and inform the guest that this may take 2 weeks and close the case. In case a guest comes back after this time that refund hasn’t been received, ask the partner for Proof of Refund and follow 32D.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/payment/incorrect-charge/
How many reminders can be set for guests when working on an accommodation complaint case?
None - Reminders should be used for partners only; max reminder is 2; Never set reminders for internal and guests.
When a guest claims to have been charged twice by the accommodation and the guest has not provided a POC yet, what should be the Topic and Subtopic?
Topic: Payment
Subtopic: Request help with unrecognized/incorrect charge.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/payment/incorrect-charge/
Señora Santibañez called in requesting for an invoice of her stay with her Partner Offer (formerly known as Booking.basic) reservation last September 27, 2020. What will you tell Ms. Santibañez?
Set proper expectations that you will email the instructions on requesting invoices, but don’t make any promises. Send an email using T: G: Request an invoice.
Link: https://customerservice.booking.com/guest-guidelines/booking-basic/invoice-request/