Recap Activity

Manage Booking

100

True or False: If a reservation is non-refundable, changes can be made without the property's approval as long as availability permits.

False

200

A guest calls to change their check-in date from March 10th to March 12th due to a change in their travel plans.

Question: What is the first step the customer service representative should take to assist the guest in modifying their reservation dates on Booking.com?

• A) Advise the guest to contact the hotel directly
• B) Check the property's policy and availability, then call the property to negotiate the change if appropriate
• C) Suggest the guest cancel the current reservation and make a new one
• D) Offer to send an email to Booking.com customer service on behalf of the guest

• B) Check the property's policy and availability, then call the property to negotiate the change if appropriate

300

What happens if the guest does not approve the date change request within 24 hours?

• A. The reservation is automatically canceled
• B. The reservation stays the same
• C. The new dates are automatically confirmed
• D. The guest is charged a fee

 

• B. The reservation stays the same

400

If the original room is not available for the requested dates, what should you do?

• A. Cancel the reservation
• B. Ask the traveler if they agree to change the room type to one of the available options
• C. Ignore the request
• D. None of the above

B. Ask the traveler if they agree to change the room type to one of the available options

500

What should you do if a partner contacts you on behalf of a traveler to modify the reservation?

A. Agent need to confirm with the guest about the modification request

B. Send an email to the traveler immediately without calling them. The traveler has 3 days to reply.

C. Modify the reservation directly without contacting the traveler. Inform the partner of the changes.

D. Ask the partner to contact the traveler directly and confirm the changes with you later.

A. Agent need to confirm with the guest about the modification request

Special Request

100

Which of the following is NOT typically considered a special request?

• A. Room preferences (e.g., high floor, specific view)
• B. Dietary requirements
• C. Booking a flight
• D. Accessibility needs

• C. Booking a flight

200

True or False: Booking.com guarantees that all special requests will be fulfilled by the property.

False

300

What information should you provide when selecting the 'Car parking' special request category?

• A. The traveler's name
• B. The number of cars
• C. The traveler's contact information
• D. The traveler's payment details

• B. The number of cars

400

What is the purpose of the Make Special Request service case?

• A. To change the core details of a reservation
• B. To add extra details to the reservation that are not already guaranteed as part of the booking
• C. To cancel a reservation
• D. To book a new reservation

• B. To add extra details to the reservation that are not already guaranteed as part of the booking

500

Which meal options can be chosen under the 'Meal plan' special request category?

• A. Breakfast, lunch, or dinner
• B. Snacks and beverages
• C. Room service
• D. All of the above

• A. Breakfast, lunch, or dinner

AAA

100

What is active listening?

• A. Ignoring the customer while they speak
• B. Paying full attention to the customer and understanding their message
• C. Interrupting the customer frequently
• D. Multitasking while the customer speaks

• B. Paying full attention to the customer and understanding their message

200

Which of the following phrases demonstrates assurance of help?

• A. "I don't know what to do."
• B. "I'll do my best to assist you with this issue."
• C. "This isn't my problem."
• D. "You'll have to figure it out on your own."

 B. "I'll do my best to assist you with this issue."

300

How can a customer service representative acknowledge a customer's frustration?

• A. By ignoring their concerns
• B. By saying, "I can see that you're frustrated, and I want to help resolve this issue."
• C. By telling them to calm down
• D. By changing the subject

• B. By saying, "I can see that you're frustrated, and I want to help resolve this issue."

400

What is a key benefit of active listening in customer service?

• A. It shortens the call time
• B. It helps build rapport and trust with the customer
• C. It allows the representative to multitask
• D. It reduces the need for follow-up

• B. It helps build rapport and trust with the customer

500

True or False: Positive language helps create a constructive and reassuring interaction, making the customer feel valued and understood. It can improve the customer's experience by reducing frustration and building trust. 

True