You receive a call from a guest who wants to cancel their non refundable reservation. You call the hotel who agrees to this with no penalty.
What is Cancel by Guest / Waived fees?
100
This procedure is used when a hotel reports that a guest didn't arrive and the guest disagrees.
What is No Show?
100
You find a request in your Pick List asking for extra documentation to help them obtain a Visa. This template should be used in response:
What is Policies: Do I need a Visa for my trip?
100
This occurs when a guest contacts Booking.com because they feel information on the website is incorrect.
What is Website Misleading?
100
A guest emails us with a special request for an early check in time of 13:00. You phoned the hotel and the front desk confirms this request. Your next step should be:
What is add a note to the Modifications Comments that this is confirmed then Save and Send Changes?
200
The guest indicates that they are unable to use their non refundable booking. You call the hotel but there is no answer. The next contact should be:
What is call during open hours?
200
The hotel incorrectly used their Extranet to mark a No Show. This complaint should be marked as:
What is Stayed No Show?
200
The guest calls in to cancel their reservation. This booking is in two months. Before beginning to do anything to this booking, this should be checked first:
What is the Cancellation Policy?
200
A guest arrives at a hotel and gets the kids ready for a swim but they find out that the hotel does not have a pool like stated on their website. This complaint is:
What is Unclear Description?
200
A guest requests to bring his pet dog along for his reservation but the hotel's policy does not allow pets. This template should be used when replying to the guest:
What is Special Request Not Possible template?
300
The guest calls in to cancel their non refundable booking. This is the first step to check before proceeding.
What is check the policy type on the Booking Status page?
300
A guest emails and states that they did not show up for their reservation because they canceled it three days ago. This template needs to be sent to both the hotelier and guest:
What is no show response - cancelled before hand?
300
This general policy is abbreviated NRBE.
What is Non Refundable Breakfast Excluded?
300
It has been determined that the website is incorrect and changes need to be made. This person needs to be contacted:
What is their Account Manager?
300
A guest has emailed us to request an extra bed. The hotel does offer free beds for children under 2 but there is a fee for older children. Your next step should be:
What is Phone or Email Guest for more information?
400
You have approached the hotel to cancel the non refundable reservation without penalty. The hotel does not agree and will charge the full amount of the reservation. This template should be sent to the guest.
What is send the Non Refundable - Hotel does not Agree template?
400
A hotel reported that a guest did not arrive for their reservation and the guest states that they were at the hotel after all. This template should be sent to the hotelier:
What is Actual Stay?
400
You receive a call from a guest who is upset that there are extra fees relating to her booking. You check the account and determine that the hotel was correct. These extra fees are:
What are City Tax, VAT, and Service Charges?
400
This is the step that our hotel partners use to update their website page for Booking.com when making changes to the description of their property.
What is Request Text Change?
400
You receive an email from the hotel stating that they can guarantee a guest's request for a room with two twin beds. This template should be used when replying to the guest:
What is the Special Request Confirmed template?
500
This is the only time you need to set a reminder when working on a non refundable booking.
What is when you cannot contact the hotel by phone?
500
A hotel calls and states that the guest did not check in for their reservation yesterday. They request you to mark it in the system. Your response is:
What is inform them to mark the account as a no show in the Extranet?
500
These are Non Refundable, Standard Rate, Breakfast Included, VIP Group and Summer Special 20% off?
What is Rate Type?
500
It has been determined that the customer is owed financial compensation due to a Booking.com error in advertisement. This is the guide used to determine the amount of reimbursement.
What is Payment Approval Tiers?
500
The guest has sent us a special request and we need to inform them that their request has been communicated to the hotel. This template should be used in reply to the guest: