COVID-19 London Teams

What happens if there are still payments due when a booking is modified?

• The payments continue according to the schedule created in the original booking

• The payments are postponed according to the new booking dates

• Payments are disbursed when the booking is modified, to avoid confusion

What happens to the cancellation policy when a booking is modified?

• The booking becomes non-refundable

• The cancellation policy remains the same

• The cancellation policy is moved according to the new check in date

• The partner can decide if to move the cancellation according to the new dates or not

What is a nice way to end a COVID-19 conversation?

• Suggest to the Partner you'll call again the situation will improve

• Agree with the fact that there is nothing we can do at the moment

• Complain about how the situation is only getting worse

• Finish with a recommendation to prepare a brighter future

What are optimization opportunities that can be explored (commonly) in a COVID-19 consultation?

2 correct answers

• Instant Booking

• Updated calendar for next year

• Cancellation Policy

• Reviews

• Acceptance Rate

TSF refunds: When should CE be contacted?

• When the booking refunded amount is only 50%

• For bookings made outside of 13th March-30th April

• Never

• When the refunded amount is 100%

How are you spending most of your time at home?

• New hobby

• Sleeping

• Working

• Cooking / eating

• Other

What is the process for the Credit for future stays?

• Partners need to select Credit for Booking as the reason and refund the total amount

• Travelers can only re-book dates in the next year

• Partners should contact CE to give credit to the travelers, so they can rebook

• Partners should document the agreement in writing ideally via our messaging system

How long does it take us to waive cancellation penalties?

• At least 7 days

• 48 hours

• 24 hours

• up to 3 days

A traveler has paid a deposit, but due to COVID-19 has to cancel the trip. The Partner agrees to refund 50% - but for what amount?

• 50% of deposit

• 50% of total stay

How long does it take us to process a COVID-19 refund at the moment?

• At least a month

• 72 hours

• 48 hours

• Up to 3 weeks