Relocation

The Hamilton Inn cannot accommodate guest Jane Shaw, so you found an alternative at the Rosco Hotel. The price difference is 57 EUR. What should you do??

• Call the Rosco Hotel to see if the rate can be modified to match the original booking.

• Contact your TL to approve the alternative to the guest.

• Ask the guest to book at the Rosco hotel and send us their invoice after stay so we can refund the difference.

Royal Gardens London calls you to tell you they cannot accommodate Lisa Kudrow, who is checking in in 2 days. How long do you set the reminder for the partner to find an alternative hotel?

• 2 hours

• 24 hours

• 30 minutes

Rosa Park, from Villa Romana, calls you to inform you that the window of the bungalow where Cindy Lauper is going to stay is broken. What should you do?

• Guest needs to be relocated. Follow the guideline on CS Central.

• Follow the Forced Circumstances Guideline, as this is not the partner's fault.

• Call the guest to cancel the reservation, following the Cancellation Guideline.

If you need to relocate the guest, but the payment is handled by Booking.com, what should you do?

• You need to inform PayOps to refund the guest

• You follow the relocation process as normal.

• You need to cancel the reservation once you ensure the partner cannot accommodate.

If the guest accepts the alternative, what do you do next?

• Once the guest informs us they have booked the alternative, fill out the relocation outcome form, cancel the original reservation and then resolve the complaint.

• Open a cancellation ticket and cancel the reservation. Make a new booking for the guest and close the ticket.

• Ask the guest to book the alternative and resolve the complaint.