WorksheetsLodging consolidation final assesment
Total questions: 30
Worksheet time: 15mins
1. What are the 4 hotel brands we will assist over the phone?
a) Hotels.com, cheap tickets. Travelocity. Trivago
b) Expedia, hotwire. Orbitz, Hotels.com
c) Expedia, Travelocity, Hotels.com, Orbitz
d) Otel.com, Expedia, Agoda, Orbitz
2. When booking a split booking through Expedia, customer is aware about the inventory type?
a) True
b) False
3. What should you do when, the room type or rate that the customer booked is no longer available on Hotels.com?
a) Do not call the hotel. Rely on the information displayed on Hotels.com. Complete the call and provide feedback through Voyager
b) Provide the customer the hotel's telephone number and/or email address, and tell them the hotel's opening hours.
c) Call the hotel to check.
If the hotel is not open or available, provide the customer the hotel's telephone number and/or email address, and tell them the hotel's opening hours. Do not create a case for the VNA/offline team
4. When escalating to the VNA what are the steps we need to follow if the customer wants to wait for waiver approval?
a) Process the request as an inquiry
If check-in is within 24 hours, tell the customer they may lose the possibility of getting a waiver if the booking is not canceled in time.
Document the case.
b) Waive the penalties as Expedia waiver.
Process the change or cancel
Escalate on the queue
5. Pick one invalid scenario to transfer a case to VNA.
a) Change or cancellation due to agent, site, or system error
b) Cancel due to extenuating circumstances
c) Change do to flight cancel
d)Cancel due to change of plans
6. What is the correct process to follow if the approver for the waiver or the vendor representative who can address duplicate charge claims and inquiries is not available?
a) Escalate the case to Tier 3
b) Find out who the approver is, when they're available, and then transfer the case to the Offline Team.
c) Ask the customer to send the copy of the bill through email and provide a 72 business hours time frame.
7. When calling the hotel If no one answers the phone during business hours, or the call goes to voice mail what process should you follow?
a) Assign the case to Urgent VNA. Document in the case that the hotel (not the approver) is unreachable.
In the Instructions field, enter the approver's available time, using 24-hour time format, in Pacific Time: xx:xx – xx:xx.
b) Ask the customer to call us back in 24 hours.
c) Escalate to Billing team
8. When customer books online and we electronically verify the credit card, how much could be the charge amount?
a) Between $20 and $30
b) Around $1.00-$5.00
c) Around $100
9. If a customer calls in to ask questions about a charge for a hotel booking, you'll need to ask them a few questions such as:
a) What's the name next to the charge on their credit card statement?
What was the date of the charge and how much was it?
If the charge is from us, explain the charge to the customer.
b) May I know your email address and phone number
c) Do you have an account with Hotels.com?
10. From 1 to 4 what are the correct steps to follow when customer is checking out early from the hotel, in a pay now reservation?
1- Get the hotel rep's first name/last name/job title for case notes.
2- Call the hotel or 3PI provider and give the customer's name and reason for checking out early.
3- Calculate the amount of the refund to request (total cost of unwanted stay dates).
4- See if the hotel rep will approve a refund (waiver) and, if yes, which dates are they approving.
a) 3, 2, 4 and 1.
b) 2, 1, 3 and 4.
c) 1, 2, 4 and 3.
11. What should we do when there’s a fee or Voyager won’t let you change the booking, reservation is after check-in?
a) Ask tier 2 to process the refund for the unused nights
b) Treat it as an early check-out
c) Cancel the reservation and have the customer call the hotel
12. When hotel approves the waiver for an early check out (on a pay later reservation) what are the correct steps to document?
1- From the itinerary, click New S-case.
2- In the Vendor Contact Notes, type Waiver approved.
3- Add Vendor Contact Details.
4- Select Hotel Change.
5- Select reason Change of Plans.
a) 1, 2, 4, 5 and 3.
b) 1, 4, 5, 3 and 2.
c) 3, 2, 4, 1 and 5.
13. Travelocity Compass provide to the customers 2 single-use $50 standalone hotel coupons when they join the program?
a) True
b) False
14. How can a Travelocity customer cancel the subscription?
a) Calling customer service department
b) Clicking on the website through the account
c) Travelocity Compass is a non-refundable, non-cancelable product.
15. What’s the best option to offer if customer insists about canceling the Travelocity subscription?
a) Escalate to the VNA on voyager
b) Contact tier 2 so they can cancel the subscription
c) Ask them to email travelocitycompass@travelocity.com with the refund request and reason for cancellation.
16. A non-refundable room is only exchangeable to another non-refundable room/rate. If a non-refundable rate isn't available, cancel and rebook the reservation. 1916 KBA
a) True
b) False
17.What would you advise to a
customer that is calling to change a HomeAway hotel booking? Select the
correct items from the options below: 1916 KBA
The customer must contact to property manager to change their booking.
.
b) The change won’t be reflected in Expedia’s website
c) Advise that you will contact the hotel to request a penalty waiver.
d)You will need to cancel the reservation and the customer needs to rebook online.
18.From the options below select the ones that are
applicable to transfer to Reservation Services when the Hotel cannot accommodate the customer. – KBA23680
a. There are notes from Reservation Services in the itinerary case history.
b. The hotel is open and won't check the customer in.
c. Customer error cases
d. The customer made a no show
e. The hotel doesn't have a record of the reservation, they don't have the customer's room type available, and there's no resolution.
19. Your customer advises you that he talked to the hotel representative and he said the hotel agreed to waive the penalty.
How would you proceed? - KBA28501
a) Ask the customer to cancel the booking online and call us back for penalty fee refund.
b)Call the hotel to check if they are willing to waive the penalty, then proceed if they approve
c) Trust the customer and waive the penalty while canceling the booking.
20. Mr. Thomas needs to cancel a reservation due to death in his family. As per policies, it is a non-refundable reservation. What would you advise him? - KBA29717
a) Advise him you would call the hotel to check if they can wave the penalty.
b) cancel the reservation and waive penalty from Expedia
c) Advised customer there is nothing that can be done due to policies.
21. When a customer calls to ask/complain about a hotel charge that appears in the customer's credit card statement, what would you ask to help the customer?
Select all that apply KBA 4544
a) Inventory type (If the reservation is Pay now or Pay later)
b)Amount of the charge in inquiry
c) Transaction date for the charge
d)Who collected the payment?
22. If the hotel is closed, due to limited checking hours, and the information is advertised in Voyager and the Web. Do we have to transfer to Reservation Services Team? (the customer booked the reservation on the mobile app) KBA 7859
a) True
b)False
23. Michael is calling since he has a pay now reservation (non-refundable) rate; the property contact info states that we cannot call the hotel, but he wants to cancel due to a hurricane, Eureka has a flexibility policy, what reason codes would you choose to document this call? KBA 29717
a) Hotel cancel-extenuating circumstances-
b) Hotel cancel- change of plans
c) Hotel cancel-flexibility policy
d) Hotel cancel-write off
24. The customer is calling to say that he has been billed by the hotel $100, when you call the hotel, the FD manager advises that they do not have a record of any extra charge to the customer’s credit card, they just have Expedia’s CC info (Pay now booking) KBA 4544
a) Advise the customer to call the hotel
b) Ask the customer to contact the bank
c) Tell the customer neither you nor the hotel can find the charge in question
25. f the room or hotel description states that an amenity is not guaranteed. What would you do? KBA 12005
a)Advise to the customer that you already placed the request in the notes field
b) Give the customer the hotel's phone number so they can call before check-in to see if what they want is available.
c)Advise customer that he is good to go with the request
d) I would not know what to do, I would rather ask my trainer or mentor
26. From the options below select the proper way to document a partial waiver from the hotel in the vendor notes. 29717 KBA
a. Approved partial/(# nights approved)/(dates of nights not charged)
b. Partial Waiver/(# nights approved)/(dates of nights not charged)
c. Approved partial/(# nights approved)/(dates of nights not charged) (reason)
27. What important information would you advise when changing a pay later hotel inside penalties where the hotel waived the change fee? 1916 KBA
a. The customer doesn’t need to worry about email messages from us saying standard cancellation terms/condition apply. They’re sent automatically, but the hotel already agreed.
b. Advice the customer to disregard the email since the hotel agreed to waive the fee.
c. Provide the new itinerary number.
d. Rules and regulations from the new reservation.
e. Recap only the items that were changed
28. A non-refundable room is only exchangeable to another non-refundable room/rate. If a non-refundable rate isn't available, cancel and rebook the reservation. 1916 KBA
a) True
b) False
29. What should be the correct process when the hotel charged a pre-authorization for a Pay Later hotel reservation? KBA 4544
a) Ask the hotel agent how soon they will release the pre-authorization held.
b) Acknowledge and close the call with the hotel
c) Tell the customer the information you received from the hotel
d) Ask the customer to call the hotel and ask about it.
30. The customer is calling to say that he needs to cancel the hotel reservation due to his visa was not approved. What would be the correct reason code to select? KBA 23656
a) Customer Error – No travel Docs
b) Change of plans – Change of plans
c) Customer error - Misunderstood Terms and Conditions
