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WorksheetsMatching the Template
Total questions: 20
Worksheet time: 8mins
Name
Class
Date
1.
Template to G : We’re happy to let you know that Singapore Test Hotel will be able to change the reservation dates for an additional fee of 200 SGD.
a)
Amendments and cancellations // Date change possible for a fee
b)
Amendments and cancellations // Date change request
c)
Amendments and cancellations // NR/Out of policy cancellation: H agrees
d)
None of the above
2.
Template to G : Your request has been forwarded to the property, and as soon as we get their response, we'll share it with you.
a)
Special request // Special request subject to availability
b)
Special request // Special request not possible
c)
Special Request // Special Request
d)
Amendments and cancellations // Date change request
3.
Template to G : Singapore Test Hotel contacted us about your reservation 1566108019, because the property was unable to validate your credit card.
a)
Payment // Invalid CC
b)
Payment // Credit card pre-authorization
c)
Payment // How to update cc details
d)
Amendments and cancellations // Date change possible for a fee
4.
Template to G : Thank you for informing us that you canceled your reservation at Singapore Test Hotel in advance.
We’re sharing your response with the property to ensure that our records are correctly updated.
We’re sharing your response with the property to ensure that our records are correctly updated.
a)
No Show // H was overbooked
b)
No Show // Cancelled Beforehand
c)
Amendments and cancellations // NR/Out of policy cancellation: H agrees
d)
No Show // Actual no show
5.
Template to G : We’re writing regarding your reservation at Singapore Test Hotel. Please note that according to the terms of the property, a deposit of 200 SGD must be made to guarantee your reservation. For your reference, you can review these conditions in your confirmation email.
a)
Deposit // Informed deposit refund made
b)
Deposit // No deposit received – arrival within 24 hours
c)
Payment // Invalid CC
d)
Deposit // Ask G for deposit
6.
Template to G : You can update your credit card details safely and securely by accessing your reservation through the Booking.com website. Just follow this link:
a)
Payment // CC charge correct
b)
Deposit // No deposit received – arrival within 24 hours
c)
Payment // Invalid CC
d)
Payment // How to update cc details
7.
Template to G : We are happy to confirm that the rate you will pay at Singapore Test Hotel for your booking number 1566108019 is 200 SGD including tax.
a)
Payment // Confirm successful cc charge or preauth
b)
Deposit // Informed deposit refund made
c)
Payment // How much will I pay?
d)
Deposit // Ask G for deposit
8.
Template to G : We received your request to change the dates of your reservation 1566108019 at Singapore Test Hotel. We forwarded your request to the property, and as soon as we get a response we'll let you know.
a)
Amendments and cancellations // Date change Request
b)
Special Request // Special Request
c)
Amendments and cancellations // Date change not possible
d)
Special request // Special request subject to availability
9.
Template to G : We’re sorry to inform you that the property is unable to arrange honeymoon settings for you.
a)
Special request // Special request subject to availability
b)
Special Requests // Special request not possible
c)
Special Request // Special Request
d)
None of the above
10.
Template to G : Please note that when you make a reservation at this property, you're required to pay a deposit to secure your booking. Because Singapore Test Hotel did not hear from you before the payment due date, they canceled the reservation.
a)
Deposit // Canceled because deposit not paid
b)
Deposit // Ask G for deposit
c)
Payment // Invalid CC
d)
Amendments and cancellations // NR/Out of policy cancellation: H agrees
11.
Template to H : The guest has already cancelled this reservation (check-in date 2017-12-26). We’re aware that there is a penalty associated with the cancellation but request that you exceptionally waive the fees.
a)
Amendments and cancellations // NR/Out of policy cancellation: H agrees
b)
Amendments and cancellations // Reservation cancelled with penalty, request free cancellation
c)
No show // Actual no show – request waived fees
d)
Deposit // Ask H to wait 24 hours before cancelling
12.
Template to H :The guest has contacted us with the following request:
Airport Pickup Number of passengers: 3
Date: 01 December 2017
Flight: AA123
Arriving at: 07:30 am
Please let us know if you are able to arrange this request and if there are any additional costs.
Airport Pickup Number of passengers: 3
Date: 01 December 2017
Flight: AA123
Arriving at: 07:30 am
Please let us know if you are able to arrange this request and if there are any additional costs.
a)
Payment // 3rd CC invalid – Offer options
b)
Blank template // To hotel
c)
Special Requests // Special request received
d)
None of the above
13.
Template to H : Mr. Right was charged a deposit to secure their reservation, but later cancelled the booking without incurring any cancellation fees. The guest has now contacted Booking.com and asked when the funds will be returned back to them.
a)
Payment // 3rd CC invalid – Offer options
b)
Blank template // To hotel
c)
No show // Actual no show – request waived fees
d)
Deposit // Deposit refund for free cancellation
14.
Template to H :To mark the reservation as a no-show, please follow these 4 quick steps:
a)
No show // Actual no show – request waived fees
b)
No show // Actual stay
c)
Hotelier and Partner // Report no-show via Extranet
d)
Amendments and cancellations // Reservation cancelled with a penalty, request free cancellation
15.
Template to H : We would be honored to have your accommodation on the Booking.com website, and are eager to start working with you. The first step toward making this happen is for you to complete the Accommodation Agreement by visiting www.signupwithbooking.com.
a)
Hotelier and Partner // Hotel asks to change something
b)
Hotelier and Partner // Joining hotel
c)
Post office and pre-booking questions // Ask H to contact us through extranet
d)
None of the above
16.
Template to H : We’re writing to you about reservation 1566108019 for Mr. Right, check-in date 2017-12-26.
Mr. Right is unhappy and has reached out to us regarding the following issue. Here’s a quick summary: The staff at front desk was very rude, and their uniforms are outdated!
Mr. Right is unhappy and has reached out to us regarding the following issue. Here’s a quick summary: The staff at front desk was very rude, and their uniforms are outdated!
a)
Compliant // No reservation at accommodation
b)
Compliant // Complaint received
c)
Compliant // Forced circumstances
d)
Blank template // To hotel
17.
Template to H : We understand that you have received a review that might be displeasing, but this review simply reflects the guest’s own subjective experience. Please note that reviews that are older than 24 months will be removed from the system automatically in order to focus on more recent experiences and evaluations.
a)
Guest review // H asks not to send the review invitation to G
b)
Guest review // How to reply to reviews
c)
Guest review // H requests review to be removed
d)
Guest review // H has questions about review order
18.
Template to H : Please note that guests receive an automatic review invitation via email a few days after check-out. If the guest wishes to receive a new review invitation, you can advise them to contact Booking.com directly. We can always resend the questionnaire via email.
a)
Guest review // H asked to resend the review invitation
b)
Guest review // H has questions about review order
c)
Guest review // H asks not to send the review invitation to G
d)
Guest review // H requests review to be removed
19.
Template to H : We’re writing to you about reservation 1566108019 for Mrs. Perfect, check-in date 2017-12-26. Mrs. Perfect would like to give her special thanks to all of the staff at the hotel for making her wedding anniversary trip even more perfect.
a)
Special Requests // Special request received
b)
Guest review // How to reply to reviews
c)
Blank template // To guest
d)
Blank template // To hotel
20.
Template to H : We understand that you are not able to honor reservation 1566108019 for Ms. Rabbit as booked.
As previously mentioned, Booking.com will be happy to assist and find an alternative which will be as similar to your property as possible.
As previously mentioned, Booking.com will be happy to assist and find an alternative which will be as similar to your property as possible.
a)
Relocation // Booking.com will relocate
b)
Relocation // Commission waived
c)
Relocation // Thank co-operative hotel after the issue is solved
d)
Relocation // Request details of alternative
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