We Price Match

William is travelling to London and see that at another website the same room has booked is 50 GBP cheaper - amenities and policies are the same. What should you do?

• Inform the guest that after they stayed they can send their invoice so we process the refund.

• Create a ticket on TED and follow the TED form. You have to convert the GBP to EUR. Once you have made the conversion, you can proceed with the TED form

• Ask the guest to send you a screenshot of the offer and send it to you.

John made a WPM claim. He found a better offer in Trivago. The difference is 65 EUR. The guest is insisting that you modify the rate before he stays, as he does not want to pay more. He is a Genius level 2 and is very upset about the whole situation

• There is no cancellation fee, so you can perform the modification in TED without the partner's approval.

• You acknowledge and empathise, but confirm with the guest that we will refund after he has completed the stay, no ealier.

• Since the guest is a Genius level 2, you can make the exception and call the partner to see if they can adjust the price.

You received an invoice to refund the WPM difference. What do you do next?

• Open a ticket: Refund WPM and follow the TED form.

• Validate the invoice to see if you should escalate to a Senior.

• Escalate to a Senior without checking and proceed with the refund.

Rachel booked at the Hilton in Mexico City, a King Suite for 3500 MXN, all-inclusive. The hotel will charge a cancellation fee if she cancels 7 days before arrival. The check-in date is in two weeks. She is calling because she found the same room, same mealplan and same policy, but for 2900 MXN in Booking.com. You check the website and find the new better offer. What should you do?

• That does not happen. It must have been a partner's mistake. You will inform the gues we cannot honour.

• Modify the reservation, as we are still in policy and we can confirm the price on Booking.com

• Call the hotel to ask for approval.

Jack & Richard are Genius level 2, and they are checking into a hotel in Tokyo. When they reach the front desk, they notice the walk-in price is 35 EUR cheaper than the one on Booking.com. Richard sends a picture to CS with the rate list. What do you do?

• Since they are Genius customers, you follow the TED form and call a TL for approval, since the difference is over 25 EUR

• WPM is invalid, as the deal has to be found online.

• WPM needs to be claimed 24 hours before check-in. You say no to Richard and send him an email with the terms and conditions.