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Hotel Reservation Cancellation Process Quiz

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Hotel Reservation Cancellation Process Quiz

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Questions and Answers

According to the text, what is the most effective way to fix an issue while at the hotel?

Contact the hotel manager during the stay (correct)

Wait until after the stay to contact the hotel

File a complaint with the hotel after the stay

Contact the hotel manager before the stay

If the hotel is unable to locate a reservation by name, what other information will they ask for?

Reservation date

Credit card number

Booking website

Confirmation number (correct)

What will the hotel do if they are still unable to locate the reservation?

Offer a different rate

Refund the member

Cancel the reservation

Re-send the confirmation to the hotel (correct)

Which department is responsible for reaching out to the hotel to request assistance with cancelling a reservation in the hotel's system?

Front Line Signup and view all the answers

What should be done if a member tries to make a booking and gets an error?

Create a ticket and follow up with the member Signup and view all the answers

What should be done if a member advises that they did not receive their confirmation email and booked somewhere else?

Review if the confirmation email was sent to the member Signup and view all the answers

Which of the following is a reason why hotels overbook their rooms?

To maximize revenue Signup and view all the answers

What does it mean when a hotel 'walks' a customer?

The hotel relocates the customer to another hotel Signup and view all the answers

Which team is responsible for resolving hotel platform tickets that cannot be resolved by the frontline on the first contact?

Tier II agents Signup and view all the answers

What criteria must be met for a new hotel to be considered 'equal or better quality'?

Same star level or better, same neighborhood, and equivalent nightly rate or higher Signup and view all the answers

Where can you create a new merchant alert for hotel booking issues?

Admin > Manage Merchant Alerts > Select Hotels > New Merchant Alert Signup and view all the answers

What should be included in the description of a hotel booking alert?

The date of the alert, the agent's initials, a brief description of the issue, and the steps frontline agents must take Signup and view all the answers

Which department is responsible for reviewing the charges provided by the member and reaching out to the hotel to request a refund for additional charges?

H.E. Signup and view all the answers

What is the alternative way to refund the member if the hotel refuses to waive the penalty for a cancelled booking?

Cover up to 2X the original cost of the hotel Signup and view all the answers

What should the agent do if they receive an error message that they are unable to cancel a booking in Back Office?

Make 2 attempts to cancel and then escalate to IT Signup and view all the answers