Relocation

Can Booking.com pay the price difference directly to the alternative property?

• In all scenarios the guest would be in charge of covering alternative costs.

• If the alternative can be booked on B.com, we can offer this option when approved by a Senior (all amounts have to be approved, Seniors will follow the Senior facing Partner Compensation Guideline). If the property accepts, we then follow Partner Compensation Guideline.

• If the alternative can be booked on B.com, we can offer this option as a last resource. We need to contact our team lead for payout approval for any alternative amount.

TRUE or FALSE

If we are able to reach out to the partner, we need to confirm/ask them about:

The reason for the relocation.

How many reservations are affected.

If they can provide alternative accommodation.

Inform the partner they may be invoiced for additional costs if they cannot provide an alternative.

If they need help to close availability.

If they are eligible for commission waiver.

• True

• False

What are the steps to follow when 3 or more reservations are affected?

• Click "Mass issue to Senior and fill in the required details.

• Click "Mass issue to Senior.

  Fill in the required details.

  Call your team lead if earliest arrival date is within 48 hours.

• Click "Mass issue to Senior.

  Fill in the required details.

  Call Guest Support line if earliest arrival date is within 48 hours.

What is the required reminder to set when you send the first alternative to the guest and the check in day is in 20 hours?

• 30 minutes

• 2 hours

• 24 hours

When would you contact your TL or Guest Support Line for payout approval?

• When the rate difference is above your approval limit.

• When the guest disagreed with 2 offered alternatives.

If the difference between the original and alternative booking is +50% , what would you do?

• Make 1 phone call to partner before offering the alternative to the guest. In case partner does not answer, you can proceed with the case.

• Make 1 phone call to partner before offering the alternative to the guest. In case partner does not answer, send an email informing about extra costs and set applicable reminder.

• Send an email to the partner, informing about extra costs and set applicable reminder.

What happnes if the guest is overbooked again, after already been relocated?

• Although unfortunate and a terrible guest experience, we should always treat each relocation separate from the last and ensure all steps are followed as they were previously for this new relocation.

• Call Support Line to escalate the case, and offer coompensation following the compensation table, it required.