Rates
Wyndham Rewards
Customer Service
Policies & Bookings
3rd Party Reservations
100
The charge for a declared pet?
What is $15 per night plus tax.
100
How to locate a guest who is an existing Wyndham Rewards Member.
What is click on Wyndham Rewards finder window, clear form, input first name, last name, and zip code.
100
A guest books a reservation and would like to be near another party or on a specific floor. What is the policy?
What is we do not guarantee floor, room placement, or adjoining rooms. We note the reservation and let the guest know that we will try to accommodate to the best of our ability.
100
Other than the pet fee. What is the policy for pet owners.
What is they are not allowed in breakfast area, must not be left unattended in the room.
100
What do you do with a reservation with the rate of SOEP?
What is nothing. The SOEP is a guest pay reservation. You do not charge the CC on file prior to check-in. Just proceed as a normal check-in.
200
Which rooms can a rollaway go into and what is the charge.
What is any except for singles. $15 per night plus tax.
200
Name 3 Hotels which participate in Wyndham Rewards.
What is Baymont Inn & Suites, Days Inn, Hawthorn Suites by Wyndham, Howard Johnson, Knights Inn, Microtel Inn & Suites by Wyndham, Ramada, Super 8, Travelodge, TRYP, Wingate by Wyndham, Wyndham Garden, Wyndham Grand Collection, Wyndham Hotels and Resorts.
200
A guest calls down to the desk and complains about their noisy neighbor. What is the policy?
What is apologize to the guest about complaint, go up to room that guest complained about and ask nicely to please keep it down.
200
How many room are pet friendly.
What is all off the rooms are pet friendly.
200
Where do you put guest credit card information.
What is either in second line of address field or in internal notes of reservation with expiration date. Also swipe credit card in credit card machine for $1.00 incidentals.
300
A guest comes to check out. Forgets to mention they have AAA/AARP or they had an issue and now you have to apply a GSAT due to issues with the room. What do you do?
What is go to folio and do negative room charge for compensation or error. 10% off of room charge.
300
What do you do to enroll a guest into Wyndham Rewards.
What is make sure to have correct address, phone number, and email address. Click on enroll button, and save. Should populate within 5 minutes.
300
A guest reports issues with clogged toilet, you...
What is offer to unclog it for them, if they decline bring them a plunger to the room. If problems still consist, relay issue to maintenance.
300
How do you book a room within a group block.
What is when making the reservation you click on the search icon within group, it will pull up any groups within the dates you selected. Select group and click ok. When you pull down the room category it will only pull down rooms which the group blocked. Continue making reservation as normal.
300
How do you process 3rd party upgrade.
What is go into folio, add charge of upg fee to folio as room charge and note upgrade fee in comments. Charge guest cc immediately, write on upgrade log. (DO NOT CHANGE RATE ON FRONT OF RESERVATION AND DO NOT PUT CC ON FRONT OF RESERVATION)
400
A discount is closed, but we do not want to lose the sale. How do we calculate the discount.
What is 10% off of rack rate.
400
How many points do you receive with every dollar spent for hotel stays.
What is 10 Wyndham Rewards Points.
400
A guest reported that they believe they have found bed bugs in their room, how would you handle this situation.
What is ask them if they would like to move to another room. There belongings have to stay in the original room. If they need clothes we must put in drier for at least 30 minutes to kill any potential bed bugs. Call Erlich pest control. NEVER tell guests if it is or if it is not a bed bug, we leave that up to Erlich. Also if we can, try not to rent out rooms on either side of original room.
400
What is the policy for canceling a reservation?
What is to first open the reservation, make sure it is not an 3rd Party Reservation or an SSP. Make sure it is not within the 24 hr cxl policy. If none of the above are true then cxl reservation, put reason, offer to email or give the guest the cxl number.
400
A 3rd party reservation has checked out before their scheduled departure date. What do you do.
What is do not check out the reservation in the system. Note reservation that guest left. Advise guest that they will have to contact 3rd party to inquire about any refunds. We do not give out 3rd party refunds unless contacted by said 3rd party.
500
This is the minimum amount we must charge in order to turn a profit on a room
What is $30
500
Name two ways you can use your points.
What is Free Night Stays, Gift Cards, Donate Points to Charities, Subscribe to Magazines, Travel-Related Rewards, Airline Miles, Merchandise, Pay Maintenence Fees for vacation ownership
500
A guest calls to verify their reservation. They becomes very irate when the room type that they told they booked was not booked. What would you do?
What is first you want to let them vent their frustrations. If you interrupt them they might get more agitated. Apologize to the guest for the mixup. Try to solve their booking issue, either by upgrading them to the room they thought they booked or at least close, and if that is not available offer them a discount on their stay for the inconvenience. Thank the guest for bringing the error to our attention. USING ACRONYM L.A.S.T. - Listen Apologize Solve Thank
500
The proper procedure for processing payment on long term guest stay (folio balance of more than $1000.00).
What is we need to have a credit card authorization or cash payment of $500. You pay then you stay. After every $500 we need to take additional pmt.
500
How you handle a 3rd party no show
What is check in prior to audit. The reservation is then to let ride unless contacted by 3rd party.
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