Curious Guest Chronicles
How do we check if a booking is cashback eligible?
Check the Member & Loyalty Tab
What will the Booking status be for BNPL if the credit card was successfully authorized?
Wait for full Charge
365D100P_100P
Non-refundable/ 365 Days before check-in charge 100%, If after check-in charge 100% still
What currency should we inform the customers of if there is an additional charge?
Customers local currency
What is AR?
Allotment Reject
When can the customers claim Cashback?
60 Days after the check-out date
What is the booking status when the system cannot successfully charge the customers credit card?
Manual CVV BNPL
Which three nationalities are eligible for cancellation fee waiver scenarios?
CN, KR, BR
What is the fixed mark up for extra bed?
5%
Customer books a room for 4 adults and puts a remark saying they have 2 children. The property does not allow 6 people to stay, so they suggest to book 2 rooms instead. Is this considered AR Reason? Yes/No
No. It falls under Max Occupancy
Customer called to request for a crib to be added in the room, what will be your advise?
Advise customer:
1. Cannot guarantee as it depends upon availabilities
2. There maybe an additional charge
What details must the supporting document show when the customer provides the payment receipt n double charge and other cases?
1. Merchant's name
2. Transaction date
3. Amount
4. Currency
Which cancellation fee waiver scenarios are applicable to all nationalities?
1. Natural Disaster
2. Agoda at Fault
What do LP and SP stand for, and what do they represent?
1. LP = Local Price = Amount provided by the hotel
2. SP = Selling Price = Amount to be paid by the customer
What does "Reservation Guarantee" mean? Give me 3 answers
1. When a booking cannot be honored, Agoda will find alternative accommodation.
2. If alternative accommodation cannot bbe found, Agoda will offer a full refund of the original booking amount paid.
3. All Agoda bookings are backed by the Agoda Reservation Guarantee
The customer informs us that they received a Deluxe room but they booked a Standard room, supplier confirms it's Deluxe. What would be your next step?
Advise customer:
1. Stay in upgraded room
2. Escalate to AST
Customer reprorts they have not recieved a credit card refund after 30 business days. What would you do?
Request PMT to send an ARN to the customer to check with their bank
An interface that Supplier provided to Agoda as a sel-service tool for SuperAgg Bcom Bookings
What is GTMB / Go To My Booking?
What are the 4 types of amendments? Give me 4 answers
1. Name amendment
2. Room Type
3. Date/POS
4. Add/Change of Occupancy
What are the important information do we need to consider whenever handling incorrect rate? Give me 3 answers.
1. The date before check-in
2. The amount difference from the actual rate
3. Whether the hotel can accommodate after we adjust the rate
What to do if a customer complains about a room condition that doesn't meet their expectations?
1. Check if the service/benefit/amenity/facility was promised or mentioned on the website
2. Verify with the property or supplier if the claim is valid
3. If valid, ask the property for a solution
4. If the property has a solution, offer to pax. If none, offera solution from Agoda as per absorption guidelines.
What should you do if the double charge is by Agoda and the customer will check-in within 72 hours?
Ping PMT directly to check the outcome, following the steps in the Escalation Guidebook for Agents - Transaction enquiry
How can we identify that the refund was made via Wise? Say the name of the specific Athena Tab and Column.
Gateway Tab under Customer Payments
What checklist do we need to review before proceeding with a manual amendment? Give me 5 answers.
1. Booking Status
2. Red text
3. Supplier
4. Cancellation Policy
5. Internal/Summary Notes
What are the scenarios that require a non-SST agent to escalate the AR case to an SST agent? Give me 3 answers.
1. The customer chooses relocation.
2. The customer rejects all Agoda solutions.
3. The hotel is unreachable