OYO KC (2)

What is the first step an agent should take when a guest requests a booking cancellation due to a change in plans?

• Process the refund immediately.

• Ask for the Booking ID (BID) and verify the booking details in the CRS.

• Inform the guest that cancellations are not allowed.

• Direct the guest to the OYO app for cancellation.

If a guest wants to cancel a booking made through an OTA, what should the agent inform the guest?

• The cancellation can be processed directly by OYO.

• The guest must cancel through the OTA where the booking was made.

• The agent will handle the cancellation without any further steps.

• The guest cannot cancel the booking.

In the case of double bookings for the same date, what should the agent inform the guest regarding refunds?

• Refunds are not possible for double bookings.

• The guest can receive a refund for both bookings.

• A refund can be processed for one of the bookings after the first booking has checked out.

• The guest must cancel both bookings to receive a refund.

What should an agent do if a guest reports an issue with the location information on their voucher?

• Ignore the complaint as it is not valid.

• Verify the booking details in the CRS and confirm the error.

• Tell the guest that the location is correct and they should check again.

• Process a refund without verification.

If a guest is unable to check in due to a government restriction, what is the correct procedure for the agent?

• Inform the guest that they cannot receive a refund.

• Validate the booking and check the CRS for details, then process a refund if applicable.

• Ask the guest to contact the hotel directly.

• Tell the guest to wait until the restriction is lifted.

When a guest requests a refund due to a medical emergency, what is the first step the agent should take?

• Process the refund immediately.

• Ask for the Booking ID and verify the booking details in the CRS.

• Request supporting documents related to the emergency.

• Inform the guest that refunds are not possible for emergencies.

What should an agent do if a guest's booking does not appear in the CRS system?

• Tell the guest to wait for the system to update.

• Provide the guest with the email address to escalate the issue.

• Process a refund immediately.

• Ignore the issue as it is not the agent's responsibility.

If a guest is denied check-in due to a personal preference of the property manager (e.g., unmarried couples), what should the agent do?

• Inform the guest that they cannot receive a refund.

• Validate the reason with the property manager and process a refund if the reason is not an official policy.

• Tell the guest to find another hotel.

• Process the check-in regardless of the property manager's decision.

What is the expected time frame for a refund to be processed after a cancellation due to a natural disaster?

• 1-2 days

• 3-5 days

• 7-14 days

• 30 days

When handling a booking modification request, what should the agent first check?

• If the guest is willing to pay extra fees.

• If the booking can be modified through the CRS.

• If the guest has a valid reason for the modification.

• If the guest has checked in already.