Thank you for calling the Reserve California reservation center. This is _____ (first name). How may I help you today?

Camping

Lodging

Modify

Cancel

Opening & Probing

To CANCEL a reservation:

I'm sorry to hear you have to cancel. What is your confirmation number?

If the customer does not have the confirmation number available:

Which state park were you visiting?

And your arrival date please?

>once you have found the potential reservation on the grid<

Verify

Please confirm your name, phone number, and email address for me.

Thank you. I have your reservation at [State Park] for [Reservation Dates] pulled up and ready to cancel.

>If not the day of arrival<

Would you like to see if we can change this reservation to a different park or date before we cancel this?

Up to 2 modifications per reservation. (Exception: NO Modifications at Crystal Cove Cottages & San Clemente Holiday Vintage Trailers)

Unit Pre-Cart

>once you've made the requested change but BEFORE tendering the transaction<

Payment Process

>IF NO refund is due<

There is no refund due today with this cancellation. (Pause for 2 full seconds, then proceed with tendering the transaction)

Your refund for this cancellation is $_____. >pause and ensure guest accepts refund amount before processing refund<

This amount will be refunded back to the credit card you used for your original payment. Please allow 3-5 business days for the refund to appear back on your account.

Closing

I'm sending a cancellation confirmation to the email address on your customer account. You should see it within 24 hours. Please check your spam folder if you don’t see it.

Is there anything else I can help you with today?

Thank you for calling Reserve California.

Return to Scripts

Page updated

Google Sites

Report abuse