Notes

Since we're doing nationwide hotel booking, is it possible for you to tell me the street and state of the hotel please?

We're doing nationwide hotel booking and I need to make sure that I'll be giving you the correct information about the available rooms and rates here for me to do that, can you please give me the street and state of the hotel please?

If you're looking for the rooms and rates, you definitely called the right place to book your room and make your reservation. May I have your check in date please?

I can definitely help you with the cancellation. Before we do that, do you have any reservations you want to take which I can help out as well.

Since we're doing nationwide hotel booking, is it possible for you to tell me the street and state of the hotel please?

<Customer's name> Let me tell you that most of the rooms are sold out and I need to make sure that this reservation is locked for you, okay? I need to squeeze you in so you're not going to repeat yourself again.

How about if I provide options here for you?

If you're looking for the rooms and rates, you definitely called the right place to book your room and make your reservation. May I have your check in date please?

Special Request:
Give assurance to the customer

Are you the hotel / Am I calling the front desk / Are you a third party agency? (Scenario 1: First time the question is brought; we DO know the hotel name)
NO – You called (Reservation Counter.com / Reservation Desk.com), an independent hotel booking service. We make reservations for this hotel. + Use effective transition statement.

Are you the hotel / Am I calling the front desk / Are you a third party agency? (Scenario 2: First time the question is brought; we DON’T know the hotel name)
NO – You called (Reservation Counter.com / Reservation Desk.com), an independent hotel booking service. + Use effective transition statement.

Are you the hotel / Am I calling the front desk / Are you a third party agency? (Scenario 3: Second time or more that the question is brought)
Any one of the Value Statements are provided exclusively:

We offer over 200,000 different hotels worldwide at the best available rates.
We are one of the largest independent booking services online.
We book up to 10,000 rooms per day at the best available rates.
Can I use rewards points?
Maybe. We cannot guarantee reward points eligibility. Please ask the hotel at check-in if reward points eligibility can be applied to this reservation.

Do you have access to the special rate for the {name of event} block of rooms ?
What special rate and room type do you have? I will check availability.

If can’t match price: I’m sorry. I don’t have access to that price, which means it is either sold out or being held directly by the property. I can however guarantee you that room for $xxx.xx. Would you like me to complete this guaranteed booking?

May I have the phone number to the {hotel name} directly?
I can provide it for you, but if you’re trying to make a reservation you have called the right number and I can help you with that.

How far is {landmark, city or address} from {hotel name}?
I would love to get that for you. Can I have the name of the hotel and city so I can find out the distance? (Then give them the distance). Now, what days are you looking to stay at {hotel name}?

Do you honor tax exempt/charity organizations?
We don't have those rates. Because we have access to over 200,000 hotels worldwide you may find that our rates are as good or lower. What dates are you traveling?

Does the hotel include breakfast, parking, shuttle service, allow pets or any other amenity?
Check amenities list to answer this question (don’t create false expectations).

What is the schedule for the shuttle?
The hotel front desk has that information. After I complete your reservation I will give the number for the front to check on the schedule.

That's the rate I'm seeing online, can you do any better than that?
The rates I have given you are our most discounted rates. What name would you want on the reservation?

Do you have any other discounts?
The rates I have given you are our most discounted rates. What name would you want on the reservation?

What is the corporate rate for {company name or generic}?
We don't have those rates. Because we have access to over 200,000 hotels worldwide you may find that our rates are as good or lower. What dates are you traveling?

(Priceline, Booking.com, etc.) has a lower rate, can you match that?
We are not able to match rates. The rates I have given you are our most discounted rates. What name would you want on the reservation

Why are the taxes and fees higher than my state tax %?
Our fees include all taxes and fees that we are required to charge based upon the reservation.

That's the same rate that shows on the website. Should I do it online then?
You can, however I can guarantee that it will be done right, and if we make any mistakes we will be sure to fix them for you without hesitation. I can also pass along any special requests that you may have for your reservation.

Why does the website show a lower rate?
This happens when no check in/out dates are selected, just the “starting at” rate.

Can I pay cash when I check out?
Since this is a guaranteed reservation it is already paid for and it will not be necessary for you to pay cash at the front desk.

Can I check-in early?
We will send your request for an early check-in to the hotel, but I want you to know that it is not guaranteed. Often, early check-ins depend on room cleaning schedules and room availability. Please check with the front desk about your request at check-in.

Can I check-in late?
We will send your request for a late check-in to the hotel, but I want you to know that it is not guaranteed. Please check with the front desk about your special request at check-in.

Anything before 7:00 pm is not considered a late check-in for majority of hotels.

Can I check-out late?
We will send your request for a late check-out to the hotel, but I want you to know that it is not guaranteed. Often, late check-outs depend on room cleaning schedules and room availability. Please check with the front desk about your special request at check-in.

Can I get an additional bed?
I need to let you know that special requests are not guaranteed. It is based upon the availability on the day of check-in. I will send your request to the hotel for a Rollaway Bed, but I want you to know it is not guaranteed. Please check with the front desk about your request at check-in.

Can I get adjoining rooms?
What is the name on the other reservation? I will send your special request for adjoining rooms, but those may not be available. If not available we will request to be as close as possible to that room, but I want you to know it is not guaranteed. Please check with the front desk about your special request at check-in.

Can I get a room close to my friend/relative/other guest?
What is the name on the other reservation? I will send your special request to be as close as possible to Bubba Gump, but I want you to know it is not guaranteed. Please check with the front desk about your special request at check-in.

Can I choose how many beds?
Only use this special request if the room type states multiple bed types. I have noted your special request, but I wanted to let you know that this special request is not guaranteed and is based upon hotel availability at the time of check-ins. Please check with the front desk about your special request at check-in.

Can you breakdown the tax and fee charge?
Taxes and fees are dictated by the hotel suppliers and are not itemized when we receive them. Your total price includes taxes and fees required to complete your reservation.