Cancellation
Wha can we do if the property doesnt allow cancellation?
We cannot contact property and advice the guest to contact P directly.
Maximum of how many hrs can we set for a modification as a reminder?
24 hrs.
I received an email from Agoda CS around the affiliate booking I am handling. Do I need to verify the booking number and PIN?
No. If the email was received from ‘booking@agoda.com’, ‘booking_pax_temp@agoda.com’, ‘customerservice@agoda.com’ and ‘customer-service@agoda.com’ no additional verification step is needed. You can proceed with handling the case without the PIN code.
If the guest check in already and they do not want the room since it is dirty and has a lot of noises. Can we relocate them?
No. Since the guest already check in.
Can a guest profile be blocklisted only for a specific accommodation or is the blocklisting always for all properties?
The guest may have been blocklisted for a specific property due to Guest Misconduct. While troubelshooting, advise the guest to try to book a different accommodation.
Can we still cancel if the reservation has been invoiced?
No. If the invoice has already been issued then we're no longer able to cancel the reservation.
What template can we use to the guest, if the property prohibits contacting them for out of policy request?
G: Modification not possible.
I have verified the caller's first and last name. The caller is not the booker, but their name appears on one of the rooms in the reservation. Do I need to verify the relationship with the booker?
No. If the guest’s name appears on the reservation details, there is no need to additionally capture the relationship to the booker.
How many hours can we set a reminder if the arriving day is 1 to 7 days?
2 hours.
A customer contacts us and wants to transferred to the car hire line of their language and are refusing English support. What should you advise the customer to do?
We instruct the guest to log in at cars.booking.com/manage and click the Contact Us option. Doing this they will get support in their own language.
Do we set a manual reminder for reinstatement?
No. We never set a reminder for reinstatements.
Can we set a reminder for the partner that is more than 24 hrs?
When partner requests to be called back at a time that falls outside the 24-hr reminder timeframe, inform partner we will instead send the request via email and ask them to reply to that. Then, resolve the ticket.
Can I change the email address without verification when the booker has made a typo in the domain name of their email address (e.g. gmial.com) and therefore hasn't received the confirmation number and PIN?
No. You need to verify the guest’s identity by calling the number we have on file for the reservation, without confirming the existence of a reservation.
Guest has canceled the reservation before contacting us. Do we treat it as a relocation?
Yes, we treat it as a relocation case if there is evidence that Partner contacted the Guest informing that the reservation cannot be honored. If there is no evidence in P2G communication, call the Partner to confirm. If Partner confirms that the reservation cannot be honored, we treat it as a relocation case.
What should you do if you believe that the customer terminated the phone call intentionally?
We should email the caller using the T: Blank and summarize the actions taken and/or outstanding points. It is important to also reassure the customer that we are here for them should they need further assistance. After this, make a note and mention in your note that the call was dropped and that you tried to call back (if applicable).
Guest has canceled the reservation before contacting us. Do we treat it as a relocation?
Yes, we treat it as a relocation case if there is evidence that Partner contacted the Guest informing that the reservation cannot be honored. If there is no evidence in P2G communication, call the Partner to confirm. If Partner confirms that the reservation cannot be honored, we treat it as a relocation case.
For partner offer, what template can we use to request to modify the dates of the reservation?
T: Change not possible
The Guest wants to be contacted to a different phone number than the one stored for their reservation. Can I proceed?
Yes. If the Guest was fully verified already, you can note down a different phone number to contact them on. However, as this information might be missed by other agents who handle the case, it’s always best to offer to update the number on file instead.
In a GL3 Relocation case, the guest sent us proof of charge but it's invalid. What Quick reply/Template should we use?
We need to send the "G: Relocation - Genius Level 3 - Incorrect invoice" quick reply/template.
If Booking.com charged the guest incorrectly (i.e. double charge or unfinished reservation), can the guest be compensated if the refunded amount is lower due to the exchange rate?
Regarding the loss due to exchange rates, we will not be refunding the difference. However, CS can also decide whether to offer a goodwill gesture for such a scenario.
For Brazilian cancellation, how many days can they cancel the reservation free of charge?
7 days no later than 11 am of the check in day.
Give an 2 example of different restrictions that an accommodation can have?
Minimum length of stay
Maximum length of stay
Exact stay arrival
No Arrivals
No Departures
Can I verify someone who has booked through an affiliate such as Agoda?
No. These guests have the confirmation number but not the PIN. In this example, if they provide you with their confirmation number, you can confirm to them you located the booking, but as it is made through Agoda, they will have to contact their CS for assistance. Do not provide any additional information about the booking.
If the guest contacts us before their check-in day and informs us that the property asked them to cancel their reservation because they are unable to accommodate them, what guidelines should be followed (there is no info in TED or in P2G from the property about this situation)?
No Reservation at Accommodation
For the Damage Deposit facilitated by Booking.com, how is the damage amount collected?
Guests only pay if they cause damage during the stay. Booking.com can collect the amount from the guest via payment page by bank transfer, credit cards or PayPal.