Hotel Processes Advanced

A customer is calling back to inform us that the hotel told him to call us and ask for an exception to the policy of his hotel booking. He already called previously and was told by a fellow agent that the reservation is non-refundable since he will be canceling due to a change in plans and this is an Express Deal booking. As an agent, how would you resolve the issue?

• Call the hotel to confirm the information

• 
  Reiterate the non-refundable policy

• Advise the customer to call the hotel again and ask them to call PCLN directly

• Cancel the reservation in full

Ariel booked the following reservation and calls you on August 06, 2022, at the confirmed check-in time. She is standing at the front desk Ariel is unhappy and upset calling us for the first time because the hotel is refusing the check-in. The reason provided to the guest is the credit card provided for incidentals is declining and Ariel has no other form to cover incidentals. Ariel decided to not purchase insurance. Based on the screenshot provided what is the course of action to be taken?

• Call the ARIA RESORT & CASINO and demand to allow guests to check in, document the name of the hotel representative

• 
  Call HOTELBEDS and ask for an exception to allow guests to check in, document the name of the representative

• Call HOTELBEDS and ask them to call ARIA RESORT & CASINO to document the case and escalate for review, document the name of the representative

• 
  Call HOTELBEDS and ask them to call ARIA RESORT & CASINO to resolve the issue and recommend asking the hotel if they can allow check-in for a smaller authorization or without an authorization, document the name and of the representative

Lyndon calls Priceline on January 2nd to advise they did not use this reservation since they realized they made a mistake. They intended to book the hotel for January and not December. Lyndon decided to call and obtain a full refund as he knows the date has already passed but wants the refund since the room was not even used and sees no issues in getting a refund for an unused hotel stay. Based on the screenshot provided what is the resolution we will provide Lyndon?

• Lyndon, in this case, just you may go online and book the reservation for the correct dates we will refund the difference, we understand this is an honest mistake.

• Lyndon, in this case, I can issue a full refund now and you can go online and book the reservation for the correct dates

• Lyndon, we will research to see if our partner is willing to refund the unused nights and we will contact you in 3-5 business days. Escalate case to Escalations Workflow

• Lyndon, please go online and book a new reservation and I will be able to refund 50% of the hotel stay you booked incorrectly.

Jasmine from Marriot Hacienda Belen calls and advises there was a guest who stayed in August with hotel confirmation number #256-7898341. The guest had left a MacBook laptop with a charger in the room, and they are wondering if we can provide the contact information to them. Jasmine wants to call the customer and arrange shipping of the MacBook laptop and charger via FedEx at no extra cost. What is the next course of action and what do we need to advise Jasmine?

• Jasmine, I can only provide the guest's phone number and email address so you may reach the guest and coordinate shipping of the guest’s property.

• 
  Jasmine, what I can do for you is contact the guest and leave them a voicemail

• 
  Jasmine, please provide the name of the guests and dates of stay to confirm. I will contact the guest directly and advise them to contact your hotel to coordinate the delivery of the items.

• Jasmine, due to privacy I am unable to provide any information and suggest you review your records to contact the guest there is nothing I can do

Melody Harris forgot the password to her email account and cannot access the itinerary email we sent. She is requesting for her itinerary to be sent to her son’s email address instead. Which of the following is NOT true about Priceline’s policy in updating trip email addresses?

• We can add up to 3 characters to the trip email address

• 
  We can remove up to 3 characters

• There is no limit to the number of times we are allowed to edit the email address for the trip.

When calling the Hotel because they offered a cancellation of the booking to the guest, what information should I obtain and/or confirm from the person I spoke with BEFORE ending the call? Select all that apply

• 
  Hotel representative Name

• 
  

  Hotel representative title or role

• The resolution that cancellation is approved, what was advised

• 
  Fax Number

• 
  Hotel Address

A call came through with a PTR in PCLN Connect. When asked about what issues they have, the customer said that they are calling about a DIFFERENT reservation. Which of the following information should we confirm or ask the customer? Select all that apply.

• 
  The Priceline trip number

• 
  First and last name

• 
  Phone number or email address

• 
  

  Date of purchase

• 
  

  One Itinerary Detail

(True or False) When the Form of Payment for room and tax is the Priceline Credit Card a hotel may contact us as the credit card may be declining. After reviewing the VIEW HOTEL BILLING ACTIVITY you have determined the hotel is not trying to charge more than expected so you decide to "Update the Credit Card", You have now provided a 2nd Corporate Priceline Credit card, however, it is still declining. It is safe to say we need to update the credit card number as many times as needed to get the room charged to Priceline's Corporate Credit Card.

• True

• False

Which of the following is NOT a step we should take when a call is disconnected during a cancellation process

• Do not complete cancellation but document the steps taken in the notes

• 
  Call the customer back using the number in our records

• Proceed with the cancellation

• 
  If the customer doesn’t pick up, set the IVR flag

When placing an outbound call to the hotel, what information should you obtain from the person who answered the call if you are unable to get a decision or if they are not authorized to provide a resolution? Select all that apply

• 
  Time and Date of availability of the person in-charge

• Name/position of the person in-charge

• 
  Address of the hotel

• Personal phone number of the person in-charge