COACHES' CALIBRATION

OPUS is temporarily unavailable due to unplanned outage or system maintenance. A cardmember called in to cancel her hotel reservation. What will you do?

• YES, we can still use MR Portal to verify the cardmember.

• YES, connect the CM to another representative.

• NO, advise CM to callback or try to process it online as we can only do verification in OPUS.

• NO, we bank on short calls during system outage.

Gold cardmember asked if she can book the SoHo Grand Hotel in New York and be able to take advantage of the complimentary breakfast, room upgrade, early check in, late check out, and 100usd experience credit. What will you advise the CM?

• Confirm if the CM has a Platinum card as these benefits are applicable only to FHR

• Yes, CM can enjoy the benefits as long as she books the THC rate

CM consulted you for the 200USD hotel credit. She wanted to know if the cm can still get the credit if she books an FHR property in a regular rate. What will you advise the TC?

• CM has to book the FHR rate and it has to be prepaid to get the 200USD rate.

• Yes, CM can get the credit of 200USD but not the FHR benefits as long as she prepay the booking.

cardmember is calling in about the dupe charge on his hotel booking that he booked online and prepaid with AMEX. You confirmed that there was no other reservation or cancellation happened on the booking. The second charge was cheaper than what we originally booked. What will you advise?

• Call the hotel and obtain waiver to process cancellation for the original charge. If approved, have them send an email to [e-mail]

• Advise that the correct rate was the one provided at the time of booking and have the TC file a GC case.

• Call the hotel to obtain waiver and then call OSS to complete the refund process.

All Expedia inventory hotel bookings that were booked through Sabre Red 360 can be canceled in OPUS

• TRUE

• FALSE

• NOT SURE

Are there any potential issues or risks associated with changing the currency supplier to USD for international hotel bookings?

• TRUE

• FALSE

You are listening to one of the calls of your teammate and upon doing recap for the cancellation policy, she stated "hotel is nonrefundable because it's past due the cancellation" is the TC in accordance to the BST compliance?

• YES, she mentioned the cancellation penalty.

• NO, although the hotel booking is within the cancellation period, you still need to advise the cancellation policy along with penalty

Are there any exceptions to the 24-hour no penalty cancellation policy for hotel bookings?

• Yes, hotel reservations at properties located in California can be cancelled without penalty for at least 24 hours after the reservation is confirmed if the reservation was made 72 hours or more before the day of check-in.

• No, we can cancel hotels as long as the property is located within California even if we book it same day.

cardmember is cancelling an online reservation

dated July 20, 2024 due to some medical reason. Is this a valid reason to request a penalty reason to

call and request a penalty waiver to the property?

• TRUE

• FALSE

this information can be provided to the CM after verification has been done

• PI

• PII