Notes

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.
*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*/*


480-423-2532 fax number

4 o'clock
husband boss

Allen
Room reservations.




Nature of the Problem: The customer called to cancel the reservation
The clients desired resolution: The customer decided to cancel the reservation because sadly Mr. Martin's boss passed away today at 4 O'clock and he won't be able to got to the hotel because he need to attend the funeral.
Did you call the hotel: What was the outcome: Yes, I spoke with Diana front desk and she transferred the call to Room Reservations Department and Allen told that we have to send a fax requesting the cancellation in order to get the approval. Fax number 480-423-2532.
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 need to escalate this case to our support team and they will send the fax to the hotel requesting the cancellation and they notify her by email for the resolution.
Resolved or Escalate: Escalated.





241314472

14077067378
Pablo




241314472

the hotel charged him and


Kinia front desk

[email protected]

241314472

Nature of the Problem: Customer called to get the refund of his reservation.
The clients desired resolution: The customer was double charged for the reservation, one from the hotel and other from Expedia. He transferred to Kiana front desk who confirmed that we can go ahead to process the refund.
Did you call the hotel: What was the outcome: N/A
Did you call AAS: What was the outcome: Yes, Pablo from EAN called to the hotel to verify why they charged to the customer when the reservation was prepaid.
He processed the full refund.
What else did you do to resolve the situation: I told to the customer that I need to contact my support team to help him with this inconvenience.
What was the final outcome of the call: Tell to the customer that will get the refund within 3 - 10 business days. The reservation is already cancelled.
Resolved or Escalate: Resolved.