Wording English

• Greeting

OYO HOTEL INDONESIA selamat pagi, dengan (nama agent) ada yg bisa bantu?

OYO HOTEL INDONESIA good morning, (agent name)'s speaking, may I assist you?

• VERIFIKASI DATA

Could you provide me the booking number?

Verifikasi Data 2

Could you please verify the reservation by informing the guest name / check in and check out date / hotel name?

• Tanya kendala/informasi yang OTA inginkan

- Is there anything that i can help u  ?

- What's the problem/concern/information that you want to ask about?

- Can you please inform me about the case/problem/concern?

• Empathy 

• Im sorry for the inconvenience 

• I apologize about the problem

• Empathy insist 

I understand the disappointment that you're experiencing. Sorry for the inconvenience. We are taking it seriously and our team are being tried to maximize the solving process. Please wait for the updated thru the email.

• HOLD

• Could u please wait 1 until 3 minutes? I'll check first. 

SOLUSI 

• REFUND JIKA OYO GUEST 

• We apologize for the problems regarding this reservation. We can help you process the refund. We will send you the refund procedure via email. Please cancel it then choose the appropriate cancellation reason. "Your money will be refunded in  Oyo wallet within  5-20 minutes and can be used to make re-orders at OYO again within 1 year."

• JIKA OTA YG MENGHUBUNGI

iam sorry for the inconvenience, regarding the problem this reservation can be cancelled without pinalty

JIKA TIDAK ELIGIBLE REFUND INFO CANT BE REFUND OR CANT BE CANCEL WITHOUT PINALTY

• PENDING BUTUH PENGECEKKAN

• Related to your report, you can send us an email at indonesia.escalations@oyorooms.com, then our team will give you feedback thru the email as soon as possible.

• Sorry mam/Sir, I check the email but there is no update for this case, so ..

• OTA sudah kirim email tapi status masih open/pending

• Regarding the issue, we still wait for the update from our related team. I'll reminder and follow up your report to our related team so please wait for the update on email.

• FOR UPDATES WE CAN'T PROMISE

• PLEASE WAIT FOR TODAY, the UPDATE WILL BE INFORMED ON EMAIL.

• we have coordinated with our related team, your problem has been included in our priority.  Please wait for a moment scale by email

• CLOSING

thank u for calling oyo hotel Indonesia, good bye

Terimakasih telah menghubungi oyo hotel indonesia selamat siang (sesuaikan waktu