Notes

Thank you for calling (Brand) an independent travel agency .
 
My name is Elizabeth, Whom do I have the pleasure of speaking with?
 
Hello  (Name) ,how are you doing today? 
 
I'm doing great, thank you for asking. 
 
I'd be more than happy to assist you with your reservation.


CHECK IN_CHECK OUT


To get started, When were you planning to check in, and when will you be checking out?

Perfect, let me note that down

I have just confirmed what the property is pet friendly, and we have exclusive rates running for today, i do have, a (queen room) goring for , we can go ahead and reserve it for (17 dollars) is it gonna be under your name>


CREATE URGENCY


Oh,  I see, this is a last minute booking, but let me see if I can pull up so magic for you, rooms are pulling up fast, so we'll need to act quickly.

OR

Oh, is there an event in the area?  I've had multiple bookings on this property today, so I'm not sure we'll find a room, but let's see what I can do for you. If we don't lock it in now, we might miss out

HOW MANY ROOMS

And how many rooms would you be needing for that stay?

HOW MANY GUESTS

Got it. And how many guests will be staying in [the room / each room]?

ROOM TYPE

Noted, thank you. Do you have a specific room type in mind, or are you open to recommendations based on what's available?

CREATE URGENCY

Oh, I see the room type you want is almost fully booked for these dates, if we don't secure it now, it might not be  available.

This is a very popular room type, and I've had several bookings  today, let's lock this in before it gone

Only a few rooms for this types are left for your dates, let's lock this in before it gone

IMPORTANT: (HOTEL CONFIRMATION)

Excellent. For recording purposes, could you kindly mention the name of the hotel, city and state?

Just to ensure I am looking at the correct property, could you mention for me the name of the hotel, city and state?

I forgot to mention that the call is being recorded for quality purposes, I hope that's okay. 
In that case, please mention the name of the hotel, and city and state. 


EVER BOOKED BEFORE

Perfect, thank you. While I note that down, have you ever booked with this hotel before?

NO: That's wonderful, you're in for a great experience. Let me take a moment to walk you through the amenities the hotel has to offer, so you know exactly what to look forward to.

YES: That's amazing — you already know that the hotel has the perfect amenities to suit your needs. It's always a pleasure when guests return.

WHAT BRINGS YOU TO THE AREA?

While the rooms are loading, may I also ask — what brings you to the area? Is this a leisure trip, a business stay, or perhaps a special occasion?


ROOM PRESENTATION
 
I can see that the hotel has limited availability, but I've found a room that I think you'll love. It's a [Room Type] and it comes with [list key amenities — e.g., a king-size bed, complimentary breakfast, a and free Wi-Fi throughout your stay]. At the moment, the room is on discount and it's one of the best rates currently available. It comes to [PRICE], and that is fully inclusive of taxes, so there are absolutely no surprises when you arrive. What you see is exactly what you pay. Given limited availability, I would love to secure this for you before it's gone. what email do we send the confirmation details to?

OR

The hotel currently has limited availability due to high demand, seasonal bookings, and an ongoing event in the area. However, I’ve found several great options for you to consider. One is a [Room Type] that offers [key amenities — e.g., a king-size bed, complimentary breakfast, a stunning city view, access to the pool and gym, and free Wi-Fi]. Another option is a [Room Type] featuring [key amenities — e.g., two queen-size beds, a balcony with a garden view, and access to the executive lounge]. These rooms are excellent choices and provide everything you might need for a comfortable and enjoyable stay. At the moment, the room is on discount and it's one of the best rates currently available. It comes to [PRICE], and that is fully inclusive of taxes, so there are absolutely no surprises when you arrive. What you see is exactly what you pay. Given limited availability, I would love to secure this for you before it's gone. what email do we send the confirmation details to?


I'M SEEING A BETTER PRICE ONLINE
 
Oh I understand that you're looking for a better price online. However, let me tell you that those websites most of the time do not work with real time rates and real time availability. Most of the time, they're not updated, and can be showing prices that are no longer available. However, my system is a smart one and works with real time rates and real time availability, so the price that I'm giving you now, which is one of the last ones, is the best one right now. As well, many time when you make reservations on those sites, you may end up paying hidden taxes and extra fees when you get to the hotel. The price that I'm giving you, is with taxes and fees included and I can guarantee you you're not gonna pay anything else(Confirm there are no extra fees). So, before it's gone, what is the first and last name on the reservation?

Or

Well, I have access to lots of rates and discounts, so if I'm not seeing that one it's probably bc
it's not available. That may be an outdated price or it may be just an average, like an
estimated price for you to buy. I'm also a little concerned that those websites sometimes
charge you some extra or hidden fees later and you won't realize 'til it's too late. I can
guarantee you however that the price I'm giving you is full price, you won't have to pay for
anything else later.(Confirm there are no extra fees) what is the first and last name on the reservation?


I NEED TO TALK THIS OVER WITH…..

Are they there with you?
Can you call them? I'll wait on the line
Can you text them?
We can make a conference call. Give me their number and we can all talk about this together.
Since you can't contact them right now, I'm afraid that if we don't complete this reservation now you'll lose out on this room and I understand how important this visit is. Let's take advantage of the free cancellation and make this reservation now. To what email should I send your conf number?

I DONT WANNA PAY FOR THIS NOW

Well, let me check if I have a pay later option available but like I told you before, there's low availability so it's unlikely that we'll have that option available, since hotels want to make sure that reservations are paid beforehand and not cancelled. (check if you have *Pay Later” Or a cancellation option). 

I understand you want to pay for this later but like I told you before, it's not available. However in my experience guests prefer prepaid options since they don't have to deal with any paperwork later and in this way they can guarantee their room. You also have free cancellation so even if you're charged now you can still cancel if anything happens.