Notes

CANCELLATION

Nature of the Problem: Customer called to cancel the reservation.
The clients desired resolution: The customer decided to cancel the reservation due change of plans.
Did you call the hotel: What was the outcome: N/A
Did you call AAS: What was the outcome: N/A
What else did you do to resolve the situation: Read to the customer the cancellation policy.
What was the final outcome of the call: Tell to the customer that is free of penalty and will get the refund within 3 - 10 business days. The reservation is already cancelled.
Resolved or Escalate: Resolved.
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PRICELINE

Nature of the Problem: The customer called to cancel the reservation
The clients desired resolution: The customer decided to cancel the reservation because she won't be able to be at the hotel.
Did you call the hotel: What was the outcome: Yes, Brandon manager approve the cancellation without penalty. #t07a5835t23 Cancellation number.
Did you call AAS: What was the outcome: N/A
What else did you do to resolve the situation: Read the cancellation policy and tell to the customer that I need to call the hotel in order to get the approval to cancel without penalty.
As we got the approval I call priceline in order to process the refund. Many (priceline's agent) verify the information that the hotel provide me. Many Told that they process the full refund of $157.72 and he gave me a cancellation number #56692597.

What was the final outcome of the call: Tell to the customer that we got the approval of the hotel and I have already called to our provider and they will process the refund, your refund will be on the credit card within 7 - 10 business days.
Resolved or Escalate: Resolved.
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EXPEDIA

Nature of the Problem: The customer called to cancel the reservation
The clients desired resolution: The customer decided to cancel the reservation because she has an medical emergence and also she called the hotel to cancel it but they told that we have to contact the property.
Did you call the hotel: What was the outcome: Yes, Broke front desk approve the cancellation without penalty. #635044830 Cancellation number.
Did you call AAS: What was the outcome: N/A
What else did you do to resolve the situation: Read the cancellation policy and tell to the customer that I need to call the hotel in order to get the approval to cancel without penalty.

What was the final outcome of the call: Tell to the customer that we got the approval of the hotel and I have to escalate the case to our higher department in order to process the refund, they will contacting her by email within 24 - 48 hours with the follow up of the request.
Resolved or Escalate: Escalated.
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