SCRIPT: Reservation
Embedded Files
Verify
Verify
To MAKE a HEARST CASTLE TOUR reservation:
Great! I would be happy to help you today!
May I have your home phone number beginning with the area code, please?
IF CUSTOMER IS ALREADY IN THE SYSTEM:
I see you are already in our system. Can you verify your name please?
Lastly, can you please verify your email address?
Is the phone number you gave me your main phone number where you can be reached; in case of last minute notification?
IF NO:
May I have your cell number? (Enter as applicable)
IF CUSTOMER IS NOT IN THE SYSTEM:
It looks like we don't have you as a customer yet. Let me get you set up.
Collect: First and Last Name
Address
Phone
Probing
Probing
What date did you want to visit the Castle?
Will this be your first visit to the Castle?
IF FIRST-TIME VISITOR:
We recommend that you arrive 20 minutes before tour time and allow time for more than two hours of tour during your visit. Starting with the Grand Rooms Tour and add either the Upstairs Suites Tour or the Kitchens and Cottages Tour. All daytime tours include a ticket to the film “Hearst Castle - Building the Dream” in the theater next to the Visitor Center.
The Grand Rooms, Upstairs, and Cottages tours are 70 minutes long, Designing the Dream is 75 minutes long, and the Art Under the Moonlight and Holiday Twilight Tour is 100 minutes long (not including the 15-minute bus ride to the hilltop). The movie is 40 minutes long. You can easily take two tours and view the film in a day’s visit.
Can I help you select tour times to allow for more than one tour?
Knowledge Base Links
> Tours
> Contacts
> ADA Booking Rules
> FAQ
IF NO:
Many customers decide they would like to take additional tours once they are at the Castle and are disappointed when they are turned away because the tours have sold out for the day. Would you be interested in Mr. Hearst’s private suite and library, or the Cottages and Kitchen? I would be glad to book another tour for you now if you like.
IF REQUESTING ACCESSIBLE TOUR:
This tour is designed for individuals who have difficulty with stairs, walking, or standing for a long time. Wheelchair visitors require an assistant strong enough to move an occupied wheelchair throughout the tour route safely, and the assistant must also have an accessible tour ticket. It is highly recommended that you book the Accessible tour. This tour has limited availability and sells out quickly.
> If there are additional members of the accessible visitor’s party who do not require assistance, they should book one of the regular Grand Rooms tours for the same time slot. <
IF CUSTOMER ASKS IF THEY NEED RESERVATIONS:
The rules and policies below must be followed. There are no exceptions.
1. Making a reservation is the only way to ensure that you will be able to visit the Castle, and without a reservation, we cannot guarantee tours will be available.
2. Making a reservation now will ensure a tour time as Hearst Castle tours sell out every day. The price is the same over the phones, on the internet, and at the Castle.
IF CUSTOMER IS UNSURE OF WHAT TIME THEY WILL ARRIVE AT THE CASTLE:
If you are unsure of when you might arrive at the Castle, we recommend that you make a reservation for a tour at the time of your expected arrival. What is the latest time that you will arrive at the Castle?
(Check for first available tour time ON or AFTER the customer’s estimated latest arrival)
I can reserve a tour time of (tour start time) to ensure you have a confirmed reservation. If you arrive sooner than expected, you may request an earlier tour time through the Visitor’s Center. IF THERE ARE TICKETS REMAINING, THEY MAY BE ABLE TO RESCHEDULE YOU TO THE NEXT AVAILABLE TOUR TIME WITHOUT ADDITIONAL FEES.
This guarantees you a confirmed reservation and the flexibility to request an earlier tour time once you arrive at the Castle.
Unit Pre-Cart
Unit Pre-Cart
What time would you like to start your tour?
You must arrive at least 20 minutes before Bus Time. The Grand Rooms, Upstairs and Cottages tours last 70 minutes, 75 minutes for Designing the Dream (not including the 15-minute bus ride to the hilltop).
> IF REQUESTED TOUR IS NOT AVAILABLE, OFFER ALTERNATIVES <
Can I make this reservation for you? (Ask for the sale)
IF NO:
Reservations are required to guarantee that you will be able to see the Castle while you are in the area. (Stress the urgency of making a reservation now so that your customer isn’t turned away and disappointed at the Castle after a long journey. It is also better customer service to make the reservation while on the phone rather than pushing the customer to the web.)
IF CUSTOMER ASKS ABOUT DISCOUNTS:
If a member of your party possesses a California State Park-issued DVPW pass, we offer free entry for the pass holder.
IF YES:
Great! How many pass holders are in your party?
They will have to provide the physical pass and their photo I.D. at the Ticket Office Windows. Failure to provide documentation upon arrival will result in the collection of full fees, or you will be turned away.
Refund for entry fee will be awarded upon arrival with proof of eligibility.
IF THE CUSTOMER ASKS: CANCELLATION POLICY
Once this phone call is over you can cancel your tour up to 1 hour before your start time for a cancellation fee of $5.50.
There are no refunds for missed tours or late arrivals.
Unit Pre-Cart
Unit Pre-Cart
Ask about any mobility challenges or difficulty with stairs. If yes, recommend the ADA tour.
How many adults are in your party?
How many children ages 5 – 12?
Lap sitters? 0-4?
Reverse Verify
Reverse Verify
To ensure that I have everything correct, can you please repeat the name of the tour(s) we have reserved? (Customer to provide answer, agent should clarify any missing pieces)
And what is the date and start time for your tour? (Customer to provide answer, agent should clarify any missing pieces)
Thank you! Next is a quick agreement I need to read to you before we continue with your payment.
**Review & Acknowledge Waiver Agreement with guest**
Your total today is $_____. This does include a $______ per ticket non-refundable reservation fee.
Payment Process
Payment Process
I'm going to Secure our Line and Pause the Recording
Whose name appears on the card?
What type of card is this?
What is the card number?
What is the expiration date?
What is the CVV code?
*Resume Recording*
Closing
Closing
Your confirmation number is ______________. I am sending your confirmation letter, which outlines important information regarding your stay, 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
ONLY IF THE CUSTOMER ASKS: CONFIRMATION LETTER INFORMATION:
We do not send spam mail, solicitations, or share this information. This is to send your confirmation letter to only.
IF ARRIVAL DATE IS GREATER THAN 10-DAYS AWAY:
You will be receiving a confirmation letter by (E-mail / Regular mail)
in (48 hours / 7 to 10 days)
IF ARRIVAL DATE IS LESS THAN 10-DAYS AWAY:
POSTAL: You will not be receiving a confirmation letter.
EMAIL: You will be receiving a confirmation letter by email in 24 hours.
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