GENERAL REQUEST
Dear XXXX
Thank you for your message.
Your request has been noted in your reservation and we will do all we can to accommodate this.
We look forward to welcoming you to XXXXX hotel.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
3 MONTHS CREDIT
Good afternoon
As discussed, we are happy to approve a 3 month credit for you to use for the existing booking you have with us here at the Novotel Sydney Darling Harbour.
Please note that your hotel credit will be valid for 3 months and will expire on the XX/XX/2025. You will have to book and stay before this date.
If you fail to use the credit before then the hotel will retain the deposit you have paid and the credit will no longer be valid to use at our hotel.
When you are ready to re-book, please contact the reservations team directly on (02) 9288 7180 and quote the reservation number #XXXXX (which is your confirmation number).
Please be aware the dates will be subject to the hotel availability and that the rates may change depending on the dates you choose. Should the rate be more that what was originally paid you will be required to pay the remaining balance at the time you are ringing to confirm the new date.
Once the new booking date has been made the same restricted terms and conditions will apply.
Please note the total credit on your account is $XXXAUD.
Should you require any further assistance please don't hesitate to contact us.
CREDIT APPROVAL TEMPLATE
Good Morning XXXXX,
Thank you for ______________________. I am happy to approve a three month credit for you to use for the existing booking you have with us here at the XXX Hotel Darling Harbour.
Please note that your hotel credit will be valid for three months from today and will expire on the XXth XXXXX 2024. Unfortunately if you fail to use the credit before then the hotel will retain the deposit you have paid and the credit will no longer be valid to use at our hotel.
Upon booking & using your credit again within the three month time period you will need to quote the reservation number #XXX (which is your confirmation number) and request the dates you would like to book in. Please note that the dates will be subject to the hotel availability and that the rates may change depending on the dates you choose. Should the rate be more that what was originally paid you will be required to pay the remaining balance at the time you are ringing to confirm the new date.
Once the new booking date has been made the same restricted terms & conditions will apply.
We look forward to you booking with the Ibis Darling Harbour Hotel & if I can assist you further please feel free to contact me direct.
CANCEL BOOKING WITH DEPOSIT
Good Morning/Afternoon XXXX,
I trust this email finds you well.
I am writing regarding your booking at the Novotel Sydney Darling Harbour from XXXXX for XX nights.
We have received a prompt from our system that the booking has been cancelled, however, kindly note the confirmed booking has been made on a restricted rate where cancellations and refunds are not allowed. Should you wish to continue with the cancellation, the full prepayment will be forfeited as per your booking terms and conditions.
Could you please confirm whether you would like to keep this booking or continue with the cancellation?
Please note as the booking has been cancelled from our system, your free night will automatically back to your account and cannot be used for this booking.
NOSHOW
Good Morning/Afternoon,
Please be advised that we had a booking under XX who was due to arrive at the Novotel/Ibis Sydney Darling Harbour on the XX for XX night.
However guest did not arrive at the Hotel and did not notify us of any change to the booking.
Please note that as per terms and conditions of the booking one night’s accommodation charged from the credit card on file, attached is the tax invoice.
PARKING
Dear XXXX
Thank you for your message.
The hotel does have a car park, nightly rates for self-parking are $XXXX, valet parking is also available at a cost of $XXXX per night.
Please be aware that spaces are limited and cannot be pre-booked or guaranteed. Please also note that the maximum height of the car park is XXm.
Alternatively the XXXX car park is located within close proximity to the hotel. More information can be found at: www.XXXXX.com.au
Thank you for your reservation with us, XXXX hotel look forward to welcoming you.
Kind Regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
BREAKFAST & ROOM TYPE UPSELL
Dear XXXX
Thank you for booking with XXXXX we are looking forward to welcoming you to the property.
We notice you have booked a rate that does not include breakfast. Our price for a XXXX Breakfast is normally $XXX however we are pleased to advise that if you pre-book with us prior to your arrival at the hotel, we can offer you a discounted rate of $XXX per person per day.
You might also like to upgrade your room for the duration of your stay. Subject to availability we are able to offer a special of $XX per night to upgrade to our XXX room which includes XXXX.
If you would like to make any additions or upgrades to your booking, please respond directly to this message or contact the hotel directly on XXXXXXXXX prior to your arrival at the hotel.
XXXX hotel look forward to seeing you soon.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
EARLY CHECK IN REQUEST
Dear XXXX
Thank you for your message.
We are able to guarantee access to your room from 2pm onwards, however we have noted your request in the booking and will do our best to accommodate you on XXXXXX.
Should you wish to guarantee an early check in, a fee of $XXX applies for access from XXam onwards. Please respond directly to this message or contact the hotel on XXXXXXX to make the necessary arrangements.
Alternatively, if you arrive prior to 2pm and we cannot give you access to your room, you are welcome to store your luggage with our concierge and reception team until your room becomes available.
XXXX hotel look forward to welcoming you soon,
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
AFTER HOURS CHECK IN
Dear XXXX
Thank you for your message.
Our reception is open 24 hours, when you arrive at the hotel, please use the intercom at the front doors for hotel access and proceed to XXXX for check in.
We look forward to welcoming you to XXXX hotel.
King regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
LATE CHECK OUT REQUEST
Dear XXXX
Thank you for your message.
Standard check out time is 11am, however we have noted your request in the booking and will do our best to accommodate you on XXXXXX. Please call down to reception on the day of departure in order to check availability of your request.
Should you wish to guarantee a late check out, the following fees apply:
· Until 1pm a fee of $XXX applies
· Until 2pm a fee of $XXX applies
· Until 3pm a fee of $XXX applies
· Until 4pm a fee of $XXX applies
· Until 5pm onwards an additional night’s accommodation applies
Please respond directly to this message or contact the hotel on XXXXXXX to make the necessary arrangements.
Alternatively, if you wish to stay longer but we cannot grant complimentary late check out, you are welcome to store your luggage with our concierge and reception team until you depart.
We look forward to welcoming you to XXXX hotel soon,
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
GENERAL REQUEST
Dear XXXX
Thank you for your message.
Your request has been noted in your reservation and we will do all we can to accommodate this.
We look forward to welcoming you to XXXXX hotel.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
QUIET ROOM REQUEST
Dear XXXX
Thank you for your message.
Your request for a quiet room has been noted on your reservation and we will do our best to accommodate this for you.
We look forward to welcoming you to the property.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
NO REPLY PRIOR TO CHECK IN – HAVE DEPARTED
Dear XXXX,
Thank you for your message.
We are very sorry for not replying prior to your check in date.
We hope you enjoyed your stay with us and that we were able to accommodate your request.
Looking forward to welcoming you back again soon.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
NO REPLY PRIOR TO CHECK IN – IN-HOUSE
Dear XXXX
Thank you for your message.
We are very sorry for not replying prior to your check in date.
We hope you are having a wonderful stay and trust that our team was able to answer your query when you arrived at the XXXX hotel.
If there is anything we can do to make the remainder of your stay more comfortable please let us know.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
LOYALTY POINTS
Dear XXXX
Thank you for your message.
In order to be eligible for Accor Live Limitless points on your AccorHotels membership, you are required to make your booking directly on our website at: www.all.accor.com or alternatively contact the hotel directly.
On this occasion as you have booked via another channel you won’t accrue points for this booking.
We look forward to assisting you directly for your next stay.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
UPGRADE REQUEST
Dear XXXX
Thank you for your message.
If you would like to guarantee an upgrade to one of our XXXX rooms, we can certainly do this for you for an additional $XX per night.
In order to confirm this change to your reservation, please respond to this message prior to arrival or contact the hotel directly on XXXXXXX.
Alternatively, we would be delighted to sign you up for our loyalty program, Accor Live Limitless. One of the benefits our members receive is a complimentary upgrade.
To start earning the benefits of Accor Live Limitless, please send through your contact number and email address. Once you accept the terms, we will action your membership and submit the request for a room upgrade. Please note this is subject to availability.
We look forward to welcoming you to the XXXX hotel.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
AMENITY / SPECIAL REQUEST
Dear XXXX
Thank you for your enquiry and for choosing XXXX Hotel for your special occasion.
Please see the below list of options with associated pricing for items we can arrange to have in your room on arrival
· XXXX $XXXXX
· XXXX $XXXXX
· XXXX $XXXXX
· XXXX $XXXXX
Should you wish to go ahead with any of the above, please contact the hotel directly on XXXXXXXX or email XXXXXX@accor.com and we will assist with your requirements. The amount for any additional items will be charged to your room account after you check in and can be settled upon departure.
We look forward to welcoming you to the XXXX hotel soon.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
SPECIAL OCCASION
Dear XXXX
Thank you for your message and for choosing XXXXX hotel for your special occasion.
We have made a note on your reservation and look forward to welcoming you to the hotel.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com
PROPERTY CLOSED
Dear XXXX,
We would like to inform you that the Novotel Sydney on Darling Harbour is currently closed to the public, this due to the presence of returning Australians in the hotel undergoing 14 days isolation. Therefore, we will not be able to accommodate your booking for the XX of XXX 2021.
If you wish, we can relocate your reservation to another Accor property within the vicinity or alternatively we can cancel the booking and refund any deposit paid.
Please let us know which of the above options is most suitable for you, by return email and we will make the necessary arrangements. If we do not hear back from by XX XXXX 2021, your reservation will be cancelled and any deposit paid will be held for you as credit for a future booking at the Novotel Sydney on Darling Harbour.
Kind regards,
XXXX Hotel Team
You can start earning points now with Accor Live Limitless please go to www.all.accor.com