Incorrectly loaded

Partner contacts you and informs that the correct price per night for a reservation is 300 EUR, instead of 30 EUR. The guest is arriving next month, what would you do?

• I call back the partner to verify his identity, I follow the TED form and mark obvious mistake. I inform the guest that he has 24 hours to accept the new rate or we will cancel free of charge.

• I follow the TED form and tick ‘Obvious Mistake’. I cancel the reservation straight away and inform the guest accordingly.

What would you look for if you had an incorrectly loaded reservation and needed to establish whether we would treat it as an obvious mistake or not?

• Check prices of properties in the same area and same standards.

• If there is a typo in the price. E.g. 20 instead of 200

What can you do when the guest and the property are not willing to compromise in a middle ground solution?

• You contact your TL or Senior and ask

  for next steps.

• You contact the Senior line so they can take over the case

What is a mass issue

• 1 reservation affected

• 10 reservations affected

• 3 or more reservations affected

What is obvious mistake

• When the prices have a typo (ex. 20 instead of 200)

• When it should include the breakfast

• When guest should receive complementarities at the entrance

What is the deadline if the Guest is arriving next month

• 30 min

• 2 hours

• 24 hours