Hotel Basics

Which is the correct Issue: “I want to leave this hotel they have no running water”

• Amenities or Freebies

• Quality Issues

• Utility Issues

• Renovations

When attempting to process a full refund which option should I select in C&E Activity?

• Refund Amount or Percentage

• Partial Refund

• Full Refund

Graham is calling after purchasing an Express Deal booking however is not getting his email confirmation after confirming the email with Graham he let you know the email he has is [e-mail] however, we have it on our database and profile information shows [e-mail]. In this scenario, the customer wants to change the email address of the profile to be able to see his itineraries. The email [e-mail] is no longer active. What will we advise Graham?

• Login to Priceline.com and update or change the email address to the one that is now active

• Escalate the case to Escalations Team so they can make the change of email address, the resolution will be provided in 24 hours.

• Escalate to Supervisor on Duty (SOD) to review the options of changing the email address, resolution will be provided in 24 hours.

• Advise the customer there is no option to modify the email address, Graham can still log in to the account and input the new email address to forward the itinerary to the new email address

What issue will you select when your customer says “The hotel front desk told me they are going to charge me for the extra person we brought with us. We won’t be asking for another bed!”

• Upgrades

• Occupancy Issues

• Hotel Offered Cancellation

• Add Nights

What issue will you select when your customer says “Can I request a room on the lower floor due to my wheelchair?”

• Quality Issues

• Special Needs

• Check-in or Out Issues

• Change of Plans

Edward has a Priceline hotel booking under his name and checks-in the tomorrow afternoon. However, Edward fears he will not be able to make the 3 pm check-in since he still needs to run several errands. His friend Allison is not registered as a guest but he calls you to ask if Allison can check in instead of him since she will be able to arrive at 3 pm. What is the MOST appropriate course of action you will take to address Edward’s concern?

• Allison will need to purchase a new reservation online in order to be able to check-in

• Unfortunately, there is nothing we can do to address Edwards’s concern

• Advise Edward the person listed on the reservation is the one who needs to check in and must present a photo ID and credit card so I can change the name of the booking

• Advise Edward the person listed on the reservation is the one who needs to check-in and must present a photo ID and credit card so I can call hotel and ask them to add a guest and change script to Add guest

Ronnie called you Sunday, September 4th, 2022, Ronnie is worried since he has learned his flight arrives at the destination at 9 am tomorrow and he wants to see if he can check -in early to sleep after a long flight. Based on the screenshot provided what is the next course of action

• Verify the hotel fax number, and advise the customer you will fax the hotel the request for early check-in, however, it is not guaranteed

• Select partner Service Options and submit the request by checking the appropriate check box option

• Inform the customer there may be fees that will need to be paid directly at the hotel and contact the hotel directly.

• Advise the customer you will need to escalate to Escalations Workflow.

What do we call the activity that permits changes or cancellations of a reservation?

• Cancel & Exchange Options Activity

• Initiate Refund Request

• Send Fax

• Update Customer Profile

When calling a Hotel Partner what are the key components we need to ask the Hotel Agent for documentation? Select ALL that apply

• Name or Hotel Representative

• Role of Hotel Representative

• Hotel Physical Address or Location

• Hotel Fax Number

Which is the issue: “My confirmation said I would get free breakfast but when I checked in they are charging me 15 USD per person per day!”

• Hotel Call- Partner charged Customer

• Amenities or Freebies

• Partner Charged Customer

• Partner Fees