Greeting & First Contact
A customer says, “Hi, I need help with my booking.
Thank you for reaching out. My name is ________ with the premium team. I’d be happy to help with that.
A customer asks, “How do I know my reservation is confirmed?
Check the booking status and confirm the reservation details.
A customer says they were charged twice.
Review the payment records and explain the charges clearly. If charged by the property contact the property to review the charges.
A customer says the room is not clean.
Empathize and review the complaint matrix.
A customer asks, “Can you guarantee an early check-in?”
early check-in is usually subject to availability. If you like I can contact the property to see if we can get that arranged for you.
A customer says their booking shows the wrong dates. What should you check first?
Verify the booking details, including arrival and departure dates, and check for any recent modification or system entry error.
A customer wants to change their dates. What should you check first?
The property’s change policy and availability
A customer asks when their refund will arrive.
Explain the refund timeline based on the payment method, policy and processing date.
A customer says there is no hot water.
Empathize and review the complaint matrix.
A customer wants a special request noted on the reservation.
Add the request, but explain it is not guaranteed.
A customer sounds frustrated at the start of the call. What should you do first?
Provide acknowledgement and reassurance
A customer says they booked the wrong room type. What do you do?
Review properties policy and options. Explain what changes can be made.
A customer says their card was declined.
Ask them to try another payment method or verify card details.
A customer says the Wi-Fi is not working.
Empathize and review the complaint matrix.
A customer asks for a receipt or invoice.
Confirm the appropriate receipt process and share the available option.
A customer says they have limited time. What should you do?
Be concise, prioritize the issue, and move efficiently.
A customer asks if they can add another guest.
Check the booking rules and property occupancy limits and current availability
A customer wants to know why taxes and fees are higher than expected.
Explain that taxes, service fees, and local charges may apply and can fluctuate.
A customer says the hotel is overbooked.
Empathize, confirm the situation with the property, and follow the overbooking/relocation process.
A customer is confused after hearing policy information.
Rephrase it simply and check for understanding.
A customer asks for a supervisor right away. What is the best first response?
Acknowledge the request and attempt to understand and resolve the issue first.
A customer wants to cancel their reservation. What should you review?
The cancellation policy, refund eligibility, and deadlines.
A customer asks if they can use a different card for payment on a pay later booking.
Yes, if the booking and payment rules allow it. Contact the property to verify/inform of the details.
A customer says the room type does not match the booking.
Verify the booking details. Confirm if the traveler is willing to accept the new room and possibly seek compensation for the room difference. If not contact property to confirm and see if they can accommodate as booked. If not contact relo.
A customer says, “Thanks, that helped.”
“You’re welcome. Is there anything else I can help with today?”