Special Request
True or False: Special Requests can be used to change the dates of a reservation
False (Changes to dates should be managed in the Manage Booking service case).
True or False: If a customer contacts us via call or email and has been verified, no further action is needed.
False (You need to identify the customer to complete the verification process).
If the partner agrees to the request, what information do you need to document?
A) The partner's email address
B) The partner's name and position
C) The partner's phone number
D) The partner's office location
B) The partner's name and position
A guest wants to cancel their reservation due to a change in travel plans. What should the customer service representative check first?
A) The guest's travel itinerary
B) The property's cancellation policy
C) The weather forecast
D) The guest's payment method
B) The property's cancellation policy
Which of the following is NOT a category of Special Requests?
A) Car Parking
B) Extra Bed
C) Room Cleaning
D) Meal Plan
C) Room Cleaning
If a traveler has questions about a reservation not under their account, what should you do after verifying the confirmation and PIN?
A) Decline to provide any information
B) Share information and take necessary actions
C) Transfer the call to another department
D) Ask the traveler to call back later
B) Share information and take necessary actions
During the intake stage, what should you do if the room’s policy requires contacting the partner?
A) Ignore the policy and proceed
B) Contact the partner for approval
C) Cancel the reservation
D) Modify the reservation without contacting the partner
B) Contact the partner for approval
If a property has a non-refundable policy, what is the best course of action for the customer service representative?
A) Advise the guest to contact the hotel directly
B) Offer a full refund immediately
C) Check if the property can make an exception and negotiate with the property
D) Suggest the guest book a different hotel
C) Check if the property can make an exception and negotiate with the property
If the partner does not answer the phone when contacted within 58 hours of check-in, what should you do next?
A) Skip contacting the partner and proceed to email them
B) Decline the request
C) Accept the request and arrange it for free
D) Request is subject to availability during check-in
A) Skip contacting the partner and proceed to email them
Multiple Choice: If the reservation is unverified and there is a typo in the email address, what should you do?
A) Inform the customer that you couldn’t locate the reservation
B) Verify the traveler with a call back in Pega
C) Open a Request Information service case and resend the confirmation email to the correct email address
D) Both B and C
D) Both B and C
When should you skip the partner approval step during the Manage Booking service case?
A) When the room, rate plan, and price are available
B) When the room and rate plan are not available, but the price is available
C) When the room, rate plan, and price are not available
D) When the room and rate plan are available, but the price is not
A) When the room, rate plan, and price are available
What happens if the traveler does not reply through the landing page within the 48-hour timeframe?
A) The system cancels the reservation automatically
B) The system sends an email to the traveler informing that the partner has not provided any details and the cancellation can't be processed
C) The system issues a partial refund
D) The system extends the response timeframe
B) The system sends an email to the traveler informing that the partner has not provided any details and the cancellation can't be processed
If a partner indicates that a special request can only be fulfilled if available at check-in, which option should be selected?
A) Accept and arrange request for free
B) Accept and arrange request at an extra charge
C) Request is subject to availability during check-in
D) Decline request
C) Request is subject to availability during check-in
Fill in the Blank: If a customer doesn’t have the confirmation number or PIN code, use an alternative verification method, such as resending the confirmation email or _______.
Calling them back using the contact information we have on file
During the traveler approval stage, what should you do if the traveler does not agree with the partner’s offer? ]
A) Proceed with the modification
B) Keep the reservation with its original details
C) Cancel the reservation
D) Ignore the traveler’s response
B) Keep the reservation with its original details
What should the customer service representative do if the partner disagrees to waive fees but offers to change dates?
A) Inform the traveler that the partner rejected the request and offer the date change as a counteroffer
B) Cancel the reservation immediately
C) Ignore the partner's response
D) Proceed with the original reservation details
A) Inform the traveler that the partner rejected the request and offer the date change as a counteroffer
True or False: You can open a Make Special Request service case for a past reservation for any topic.
False (Special requests can be forwarded for past reservations only for specific topics like ‘Assistance with Lost & Found’, 'Invoice' or ‘Other’).
True or False: You can resend the confirmation email to a different email address than the one provided on the reservation if the customer requests it, even if they are not fully verified.
False (You can resend the confirmation email to a different address only if the customer is fully verified).
If the reservation is Payments by Booking (PbB) and the requested check-in by the traveler is within 24 hours with a price increase, what should you do?
A) Proceed with the change
B) Inform the traveler that the change cannot be made and resolve the case from the ‘Other Actions’ menu
C) Contact the partner for approval
D) Suggest the traveler contact the hotel directly
B) Inform the traveler that the change cannot be made and resolve the case from the ‘Other Actions’ menu
What should a customer service representative do if the guest cancels after they check in?
A) Always request authorization from the Partner before making any changes
B) Cancel the booking immediately
C) Ignore the request
D) Set a reminder to follow up later
A) Always request authorization from the Partner before making any changes