Accommodation Closed
Refer to Image 2:
TRUE or FALSE. According to the Senior Note, if the guest needs to be relocated, Booking.com will look for an alternative.
Image: https://drive.google.com/drive/u/0/folders/1kPycCN4aqNJUpWGhjV2Y6D-eKPwCR1bR
False. If the guest needs to be relocated, please ffer this alternative first: The Grand Scarborough
Matilda is mad because the hotel told her they cannot accommodate all her guests in 1 single room. Based on her reservation, she has 10 guests in 1 single room. Should we contact the partner and ask for a middle ground solution? Explain your answer.
No, we should inform the guest of the correct rate and give them the options to accept this correct rate or to cancel the reservation. Then set a reminder.
If the partner has charged the VCC we provide them 15 business days to refund the card. After the 15 business days do we need to check if they refunded the VCC or not?
No, we provide the 15 business days to the partner to refund the VCC in case the partner has agreed to refund the guest or the partner doesn’t answer.
After the reminder, if the partner has not responded or has not refunded the VCC continue with the flow and refund the guest.
Link: On the FAQ section: https://customerservice.booking.com/guest-guidelines/accommodation/refund/refund-due-to-forced-circumstances/
When you contacted the guest, the guest refused to modify and cancel his reservation. He wants to receive an alternative from Booking.com because he still wants to proceed with his travel. How should you proceed?
Image: https://drive.google.com/file/d/1CYx3PEmAkKEIHeHaT6Ij5OkS0K5c_Stu/view?usp=sharing
Inform that the request is not possible due to lockdown, we can only offer modification or cancellation.
Inform that the request is not possible due to lockdown, we can only offer modification or cancellation.
Image: https://drive.google.com/file/d/1CYx3PEmAkKEIHeHaT6Ij5OkS0K5c_Stu/view?usp=sharing
Refer on Image 1.
TRUE or FALSE. If the guest accepts the correct rate 115 EUR, modify the reservation and finalize the ticket.
FALSE. Correct rate is 112 EUR.
Please refer to Image 1: https://drive.google.com/drive/u/0/folders/1kPycCN4aqNJUpWGhjV2Y6D-eKPwCR1bR
What would be your next step if the guest, does not respond by the deadline?
Cancel the reservation and finalize the ticket.
Since this is a valid mistake, Yorme, front desk manager, agreed for middle rate of up to 50% off from the correct price. However, the guest refused to accept the middle rate. What should you do next?
Seek guidance from your TL if relocation should be followed or if we will side with the partner.
Link: https://customerservice.booking.com/guest-guidelines/accommodation/reservation-cannot-be-honored-as-booked/incorrectly-loaded/
TRUE or FALSE. When a guest requests to amend or cancel their reservation due to a potential Forced Circumstance, we can set a maximum of 2 reminders for the guest. It is our responsibility to follow up.
FALSE. Never set a reminder when waiting for the guest. It is the guest's responsibility to follow up.
On the Service Rules section:
"Hello Guest,
Thank you for choosing Booking.com. We are contacting you regarding the reservation XXXXXXXXX at the Maganda Hotel.
We have just learned that the Maganda Hotel will not be able to honor this reservation and welcome you on the dates scheduled due to the closure of the establishment.
We understand how frustrating this can be and we sincerely apologize for it.
We have made it easy to change your dates at your convenience.
You have 2 options:
1st option: Changing dates is very easy. Let us know the new dates of your trip (which should be included in the next two years) and we will check the availability of accommodation for you. If the rates differ, we will ask you for confirmation before postponing your stay.
2nd option: On the other hand, if you wish to cancel your reservations, Booking.com will cancel that reservation free of charge and you will receive confirmation of the cancellation by email.
Do not hesitate to contact us in case of need."
The first agent to handle this case sent this email because the guest was unreachable. What is the possible markdown in Guideline due to this email?
Image:https://drive.google.com/file/d/1bnmK4UXvKzaA2cmQl0giYOWGIpp5oXYC/view?usp=sharing
Based on the SNR note, we should only offer cxl FOC once the guest refuse the modification offer. However, the agent offered both the options at the same time.
Image:https://drive.google.com/file/d/1bnmK4UXvKzaA2cmQl0giYOWGIpp5oXYC/view?usp=sharing
Please refer to Image 4:
TRUE or FALSE. We need to inform the guest via manual email that their reservation has been cancelled as they have to remain closed due to COVID-19.
FALSE. Guest has been informed via mass mail tool that their reservation has been cancelled due to the situation.
Please refer to Image 3:
The property is offering two different alternatives to the guest: Date change and Credit voucher. If the guest does not answer immediately, how long do we set a reminder and try contacting the guest again?
If the guest does not answer immediately, please set a reminder in 48 hours and try again.
TRUE or FALSE: When cancelling reservations under incorrectly loaded complaints, we should contact the partner and get a written approval first before cancelling FOC.
FALSE, to cancel the reservation without penalty, Use N/A for the name and roll add in message to accom "cxl foc incorrectly loaded"
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.
Unless the partner has already informed us that they will not assist then we should always proactively inform them we have proof and/or share with them proactively if contacting them by email.
Since Anthony is a Genius Level 2 member, he is asking if Booking.com can offer anything for the inconvenience that he has experienced. He is asking if he can be transferred to a different hotel or receive a discount instead? Refer to the SNR note.
Image: https://drive.google.com/file/d/19OnZP-k_UXbN0VcEFYkaQnQOYAgRDkuB/view
The request is not possible. Based on the SNR note, the guest is not eligible for any compensation or relocation options.
Image: https://drive.google.com/file/d/19OnZP-k_UXbN0VcEFYkaQnQOYAgRDkuB/view
Can we ask the partner for a middle rate when it is an obvious mistake?
No, we should inform the guest of the correct rate and give them the options to accept this correct rate or to cancel the reservation.