True or False
There are six categories under Report Service Issue service case.
TRUE
Victor reported that he was unable to get proper rest due to the bed being too firm and making creaking noises throughout the night. He has requested to be moved to a different room, if possible.
A) Accommodation in poor conditions
B) Other unmet expectations
C) Uncomfortable bed or pillows
C) Uncomfortable bed or pillows
No parking spot available (on site or partnerships):
A) Health & Safety (Environment)
B) Incorrect Facilities
C) Unmet expectations.
B) Incorrect Facilities
In Report Service Issue cases, the system prioritizes the issues from the most severe to the least severe.
TRUE
Maia contacted us to report an issue with her bathroom, stating that the shower is not supplying hot water, making it unusable.
A) No water at the accommodation
B) No hot water at the accommodation
C) Bathroom cannot be used
B) No hot water at the accommodation
Misleading photos (wide angle, photo treatment, etc)
A) Health & Safety (Environment)
B) Incorrect Facilities
C) Unmet expectations
C) Unmet expectations
Partial compensation is calculated at a maximum of 30% of the total reservation cost.
False.
Avery arrived at the property visibly upset, explaining that she had difficulty locating the hotel due to an incorrect street name listed on the website. She mentioned having to search around the city and ask several local passersby for directions before finally locating the property.
Avery arrived at the property upset as she had to go around the city looking for the hotel, as the address indicated in the website had an incorrect street name. She had to ask several local passerby to locate the hotel.
A) Incorrect accommodation address
B) Other issues locating the accommodation
C) No access to accommodation - not customer's fault.
xx
Exposed wires or risk of electrical shock:
A) Health & Safety (People)
B) Health & Safety (Environment)
C) Incorrect Facilities
B) Health & Safety (Environment)
If a customer complained informing that there were several issues at the property including mould and blood stains, both keywords should be inserted as there are multiple issues.
TRUE
Sarah reported that they were not able to sleep well last night due to a drilling sound they can hear. They reported this to the reception and were told that the hotel is not undergoing any maintenance or construction works.
A) Noise at the accommodation
B) Noise outside the accommodation
C) Nuisance due to unreported construction work at the accommodation
B) Noise outside the accommodation
Noise outside the accommodation:
A) Health & Safety (Environment)
B) Incorrect Facilities
C) Unmet expectations
C) Unmet expectations
Janet called in, disagreeing with a previously resolved case of Unprofessional/rude staff and is asking for reconsideration. In this case, system might trigger a partial compensation to the customer.
FALSE.
Unprofessional/Rude staff is not a scenario where partial compensation will be offered. For these scenarios the issue will not be reconsidered.
Millie called expressing her distress over finding blood stains on the bed sheet, which had not been replaced. She also reported noticing burn marks, likely from cigarettes, on one of the pillows. She is requesting immediate replacement of the bed sheets and pillowcases.
A) Blood stains
B) Burned marks on the sheets
C) Basic hygiene issues
A & B. Both Blood stains and Burned marks on the sheets should be selected.
Hidden camera:
A) Health & Safety (People)
B) Health & Safety (Environment)
C) Unprofessional partner staff
A) Health & Safety (People)