Embedded Files
Why do people cancel their reservation?
Why do people cancel their reservation?
These are the main and most common ones:
These are the main and most common ones:
- Reduce and Eliminate Expenses.
- Decide on a Different Location.
- Change of Plans.
REFUNDABLE WITHIN CANCELLATION POLICY
REFUNDABLE WITHIN CANCELLATION POLICY
1° Review Policy
1° Review Policy
Confirm the reservation and review the Cancelation Policy with the guest
Confirm the reservation and review the Cancelation Policy with the guest
4° Open Ticket
4° Open Ticket
You should use the correct drop-down
You should use the correct drop-down
2° Save the RSV
2° Save the RSV
Try to save the sale, ask the reason of the cancellation.
Try to save the sale, ask the reason of the cancellation.
5° Closing
5° Closing
Thank the guest and offer to assist with any future travel plans by booking in new hotel.
Thank the guest and offer to assist with any future travel plans by booking in new hotel.
3° Cancel
3° Cancel
If saving the sale was not possible, click on the cancelation button
If saving the sale was not possible, click on the cancelation button
6° Leave a Note
6° Leave a Note
You must leave all relevant notes in the HP Platform
You must leave all relevant notes in the HP Platform
If it's Pay Now
If it's Pay Now
If it's PAY NOW, Offer voucher full amount to guest if available. If customer insist full refund, have it processed.
If it's PAY NOW, Offer voucher full amount to guest if available. If customer insist full refund, have it processed.
If it's PAY NOW the voucher/refund MAY be processed right away.
If it's PAY NOW the voucher/refund MAY be processed right away.
Make sure to check FIT after canceling to see if voucher/refund appears.
Make sure to check FIT after canceling to see if voucher/refund appears.
If YES, advise customer about voucher will be received via email right away; refund will be visible in 1-10 business days.
If YES, advise customer about voucher will be received via email right away; refund will be visible in 1-10 business days.
PAY AT THE HOTEL, these refunds are processed from the hotel.
PAY AT THE HOTEL, these refunds are processed from the hotel.
NON REFUNDABLE WITH A PENALTY
NON REFUNDABLE WITH A PENALTY
1° Review Policy
1° Review Policy
- Review the cancelation policy with the guest, verify if Refund Protection was purchased at time of sale.
2° Review Protection
2° Review Protection
- Verify if reason provided is covered, if YES advise guest he will recive a link to claim refund.
- If NOT contact the hotel to ask for a cancelation FOC.
3° Cancel
3° Cancel
- Click on the cancelation button.
- While waiting for the customer to recive the "file a claim" email, contact the hotel to obtain FOC.
4° Call Hotel
4° Call Hotel
- If hotel approves advise guestyou will open a ticket and it will be subject to approval.
- Make sure you obtain the name of the person in the Front Desk, position, cancelation number or folio.
5° Open a Ticket
5° Open a Ticket
- If hotel denies information of guest and raise a ticket for a possible partial refund.
- If guest still insist on a full refund, open a ticket and advise the guest of the escalation.
6° Leave a Note
6° Leave a Note
- Select drop-down reason that fits the call and leave a note.
- You must leave all relevant notes in the HP Platform.
Reasons to Call the Hotel on Cancelations
Reasons to Call the Hotel on Cancelations
Pay at hotel
Cancelation with penalty
Non Refundable reservation
Reservation covered by Protecht
Reasons to Press the Cancel Button
Reasons to Press the Cancel Button
The guest wants to cancel.
The Guest suggests agent error.
The guest has Protecht insurance and has requested a cancelation.
DON'T SHARE HOTEL APPROVAL or DENIAL WITH the GUEST
DON'T SHARE HOTEL APPROVAL or DENIAL WITH the GUEST
PLACE DECISION IN THE NOTES
PLACE DECISION IN THE NOTES
These Script can help you and make you call a little easier.
These Script can help you and make you call a little easier.
✔"Thank you for calling Hotel Reservation. This is_____ How can I help you today?"
✔"Thank you for calling Hotel Reservation. This is_____ How can I help you today?"
🌎"I'm sorry to hear that you wanted to cancel your reservation.
🌎"I'm sorry to hear that you wanted to cancel your reservation.
✔"May I know what's your name so l can address you properly?"
✔"May I know what's your name so l can address you properly?"
✔"May I have your itinerary number please?
✔"May I have your itinerary number please?
🌎For security purposes, what is the name on the reservation?
🌎For security purposes, what is the name on the reservation?
🌎What are the dates of check-in and check-out?
🌎What are the dates of check-in and check-out?
🌎What is the name of the hotel ?
🌎What is the name of the hotel ?
🌎Thank you for verifying this information"
🌎Thank you for verifying this information"
🌎"May I know the reason for the cancellation?"
🌎"May I know the reason for the cancellation?"
🌎"One moment while I check the cancellation policy of the reservation."
🌎"One moment while I check the cancellation policy of the reservation."
BILLING AND REFUND TICKET
BILLING AND REFUND TICKET
✔️ "We will be raising a ticket for our Tickets Team to review your concern.
✔️ "We will be raising a ticket for our Tickets Team to review your concern.
They will be reaching out to you as soon as possible through your email.
They will be reaching out to you as soon as possible through your email.
May I confirm your email address. Is it ______?
May I confirm your email address. Is it ______?
☑️ For scenarios when guest insists on having the refund immediately.
☑️ For scenarios when guest insists on having the refund immediately.
advise the guest that "We will escalate your request (follow escalation matrix). We advise that it may take 2- 10 business days depending on your bank."
advise the guest that "We will escalate your request (follow escalation matrix). We advise that it may take 2- 10 business days depending on your bank."
☑️ For some scenarios that guest insists on having the voucher immediately
☑️ For some scenarios that guest insists on having the voucher immediately
(Check the FIT to see if voucher was issued). Immediate voucher requests should only be made for same-day re-bookings where hotel denied lodging or agent error. For same day check-in re-book the guest in a new transaction. (Recommended Pay at Hotel) For guests that will not be checking in on the same day but need to make their next reservation, offer to re-book immediately in a new transaction.
(Check the FIT to see if voucher was issued). Immediate voucher requests should only be made for same-day re-bookings where hotel denied lodging or agent error. For same day check-in re-book the guest in a new transaction. (Recommended Pay at Hotel) For guests that will not be checking in on the same day but need to make their next reservation, offer to re-book immediately in a new transaction.
What to obtain at the hotel?
What to obtain at the hotel?
If the hotel has Agreed to a full refund ask for:
If the hotel has Agreed to a full refund ask for:
✔️Cancelation number.
✔️Cancelation number.
✔️Folio.
✔️Folio.
✔️Front Desk Name and Position
✔️Front Desk Name and Position
If the hotel Cannot provide folio:
If the hotel Cannot provide folio:
✔️Advise the Frond Desk to send an email to:
✔️Advise the Frond Desk to send an email to:
- Folio@hotelplanner.com
✔️Emal must include:
✔️Emal must include:
- Guest first and last name.
- and a message stating the following "This reservation was cancelled free of charge/without penalty¨.
You must request the hotel manager's email address
You must request the hotel manager's email address
Page updated
Google Sites
Report abuse