Show:
Resorts
Reservations
Policy
Unfits
Guest Requests
100
Which resorts do not have full kitchens at all?
Marriott's Maui Ocean Club- Molokai, Lanai, Maui Towers Marriott;s Kauai Beach Club Westin St John Coral Vista Villas
100
How many times do we verify a reservation before it checks in?
4
100
What is our payment schedule?
In Full if within 90 days 50% upon confirmation and remaining 50% at 90 day mark if outside of 90 days.
100
What is an "unfit" or "improper"
a listing that has contradicting information or needs to be reviewed
100
What is a Guest Request
A Guest Request is where we reach out to the owner on behalf of the guest prior to them booking to confirm availability and/or ask for a reduction in price.
200
What resort do we work with but have never booked a reservation for?
Dawn Beach Club
200
What are the first steps we take when we get a new reservation?
Change status to Owner Response. Do RW templates for matched rentals and contact owner if we have contact #.
200
What is our cancellation policy? How would you describe this to a guest?
We have a non-cancellation policy.
200
When would you mark something Floating and is an exception?
When the date range is months long and it is clear they haven't booked anything yet. The exception? If an owner has a shorter length, like say a month, and it is possible they have multiple weeks booked consecutively, we can contact to confirm.
200
What are the steps to working a Guest Request?
1. Click "Add A Lead" in the top right corner of the backend. 2. Enter email address for guest. 3. Select "Guest Request" in the Role field. 4. Enter the Rental ID(s) that guest wants to look into. 5. Click Submit. 6.Follow Up With Guest Request via Email 7. Pull up owner listing Guest Request wants to contact. 8. Mark as "Holding" 9. Click "Contact Owner via Redweek" button. 10. Send 11. If the owner we are reaching out to has a phone number, please call the owner as well. 12. Leave notes stating who you are contacting for and include link to Guest Request. If Owner is available- 1. Mark rental book by direct link 2. Click on stack or rental then VIEW ON VC 3. Copy URL for Booking 4. Email direct booking link to guest 5. Label email string Sent BDL to BOOK. If not available, we would follow up with guest via email and see if they want to look into anything else or not. If not, we can deactivate the GR
300
How many resorts have two or more phases and what is a phase?
7 - a different part of the resort that may have been built at a different time and/or has different room layouts
300
When do we offer back ups and what do you do when offering back ups
Send BUs when owner is NA or if it has been 48 hours with no response from owner. Complete RW templates when sending back ups.
300
What are the typical payment options and how long does each take?
PayPal CC: 24 hours after finalization PayPal NF: Processed with in 24 hours but PP does have a 3-5 day hold ACH: 24 - 48 hours after being processed. Depends on bank Check: 5 - 7 business days.
300
If a unit is listed as a studio but has a large fridge and other items which could be 1 bedroom do you contact the owner or list as studio?
List as studio as precaution
300
True or False: Guest Requests are Melissa's favorite part of Morning Routine?
TRUE!
400
Which resort(s) has the all-inclusive option? Are guests required to opt in? Why is this important?
Royal Sands (Cancun). Guests are not required to participate IF it is an ownership week. This is important because some rentals are not ownership weeks, therefore, the guest might be required to participate in the all-inclusive option. This is something we must always confirm when verifying a rental.
400
What two instances on a new reservation do we require guest feedback before sending an agreement to a matched owner
T&C and if it is a multi res
400
How long does it take to confirm a reservation?
24 - 48 hours
400
What information should you be on the look-out for in the Description and putting in 'Details that stood out'?
Anything important for us to know (other rentals the owner has, owner contact info, etc) and any information reconfirming the rental details (view, size, dates, phase, etc)
400
If an owner is available for a GR what do you do next?
Send a BDL
500
Are there additional taxes or fees?
Typically no. But some resorts do have Government and Environmental Taxes, cleaning fees, or parking fees. If depends on the resort but we have all the information for each resort.
500
What is the difference between Cancelled and Dead?
Cancelled is the guests fault (we allow them to cancel when we normally would not) Dead is because of something on our end like the rental not being available or the view not being guaranteed etc
500
Is the owner protected against any damages the guest causes? If so, how?
Yes, we state in our Rental Agreement the guest is responsible but if the guest does not pay up, StayPC will step in and take responsibility so that nothing comes back on the owner at all.
500
When completing an unfit and are unsure of the listing, what 3 things should you consult before contacting the owner?
Previous notes in rental, description, Yo/Yolite
500
When do you cancel a GR?
If owner is NA, if BDL was sent and it has been 24 hours, the guest is unresponsive for 24 hours