Podcast
Questions and Answers
When is a traveler considered stranded according to the policy?
When is a traveler considered stranded according to the policy?
- If the traveler is due to check-in on their scheduled reservation date but encounters unforeseeable circumstances (correct)
- If the traveler is unable to reach the property owner by phone or email at any time
- If the partner cancels the reservation more than 24 hours before check-in
- If the traveler has not yet sent payment for their reservation
What is the partner's obligation regarding the remainder of the reservation stay dates?
What is the partner's obligation regarding the remainder of the reservation stay dates?
- To honor the remainder of the reservation stay dates (correct)
- To cancel the reservation if the traveler is stranded
- To provide a full refund to the traveler
- To contact the traveler to discuss possible alternatives
What is the definition of a stranded traveler?
What is the definition of a stranded traveler?
- A traveler who has not yet paid for their reservation
- A traveler who has contacted the partner to request a refund
- A traveler who has already checked-in to their reservation
- A paid traveler who is unable to access the property due to various reasons (correct)
What should a Traveler Care agent do if a guest contacts them to report an owner has not yet sent them property access information?
What should a Traveler Care agent do if a guest contacts them to report an owner has not yet sent them property access information?
What happens if the call is dropped during the conversation with a stranded traveler?
What happens if the call is dropped during the conversation with a stranded traveler?
What is the timeframe for considering a traveler stranded if the partner has not sent them property access information?
What is the timeframe for considering a traveler stranded if the partner has not sent them property access information?
What should Traveler Care review if a traveler is considered stranded but a case for the Guarantee team is not created?
What should Traveler Care review if a traveler is considered stranded but a case for the Guarantee team is not created?
What should associates do PRE-STAY if they cannot contact the owner?
What should associates do PRE-STAY if they cannot contact the owner?
What should be done if the owner is unresponsive after check-in?
What should be done if the owner is unresponsive after check-in?
What should be reviewed if the reservation is less than 24 hours away from check-in?
What should be reviewed if the reservation is less than 24 hours away from check-in?
What should be done if the account is flagged as Substandard?
What should be done if the account is flagged as Substandard?
What should the traveler do if the partner has gone bankrupt?
What should the traveler do if the partner has gone bankrupt?
