San Francisco Showdown
Does Four Seasons Hotel Embarcadero have a spa?
No
What rate code indicates WRO can modify or cancel an Amex booking?
AMX
A guest with an advanced purchase reservation at Embarcadero can't make their trip and requests a full refund. Does Embarcadero issue refunds for advanced purchase cancellations?
Noooooo!
Where can agents find answers to property-specific DB policy questions?
Call Diversion Scenarios sheet in the property's team channel
We can guarantee specific rooms with specific views.
FALSE - hard request only
Which San Francisco property is located in the Financial District?
EMB
What Amex rate codes indicate WRO cannot modify or cxl?
AXE and AXH
What can be offered to a guest who requests to cancel APO without penalty at EMB or SFR?
One-time date change (keep higher rate)
A guest wants to book a room in a group block, but the cutoff date has passed and there is no inventory. What do you offer first?
offer BAR. This ensures they have a room for their dates, and request the group rate be applied afterward via email to property.
Market Street San Francisco and Embarcadero both have spas.
FALSE - only Market Street has spa access (through Equinox)
Which San Francisco property has a pool?
SFR - ages 15+ only
A travel agent calls with an AXE/AXH booking and asks you to cancel without penalty over the phone. What do you do?
Advise them we CANNOT modify AXE/AXH bookings verbally. They MUST send an email. This is protocol for ALL situations - no exceptions.
Guest booked APO 10 hours ago at SFR and has to cancel. What can we offer?
Cancel without penalty! California law allows cancellation without any penalties for at least 24 hours after the reservation is confirmed, provided the reservation is made at least 72 hours before check-in.
Can WRO guarantee connecting rooms at a TU properties prior to booking?
No. Connecting rooms are ALWAYS a hard request prior to booking and without confirming w/ TU property. Email follow-up to property after booking to adv on connecting.
We can verbally approve modifications for AXE/AXH bookings if the travel agent asks nicely.
FALSE - email required, NO verbal approvals EVER
Business traveler asks which property is closer to corporate offices and the Ferry building. What do you recommend?
EMB! Located in the Financial district near the famous One Sansome Street corporate headquarters and the Ferry building.
T or F: Guests can call to modify their AMX bookings.
False. Must be done by Amex TA.
A guest with an APO res is requesting a full refund. Share your go-to verbiage for enforcing policy.
Everyone's turn!
T or F: We are always able to guarantee same floor for guests.
lol NOOOO! Hard request only.
Advanced purchase penalties can be waived if the guest had a change of plans and can’t make the trip.
FALSE! FALSE! FALSE!
A guest is booking the Fourth of July at EMB and wants to see fireworks. Which room categories would you recommend for the best chance to see them?
JSPK, BK, PK and SUBQ. Golden Gate Studio suite, Deluxe Bay view King room, Premier Bridge Room, Superior Bay view Queen.
What needs to be given to Amex agents who are looking to make changes to AXH/AXE bookings?
the property's reservation email address - all mods and cxl's must be requested via email. No exceptions.
Can WRO assist a guest requesting to change from an APO res to BAR res 5 days after booking at EMB?
lol NO WAY!
Guest wants to Waitlist an unavailable group block rate? What do we advise?
WRO never waitlists group block rates. Offer to book BAR if available.
The pool at SFR is available for all ages.
FALSE - 15+ only (15-17 must be accompanied by adult)