Notes

72651535928621
71b1cc37-b527-4db8-a62a-d97ee2e23e7a/ customer request to cancel due to cust input wrong CC info/ received email from vendor, denied/ sent denial email to cust

362ccd14-dc49-4416-ac57-662c6b538314

[email protected]
3292c6a4-b73c-4e3e-a043-3c10110aac5a/ received email from 3pi that prop. denied the refund request/ unable to find res./ replied to 3pi to provide booking ID

72610594904692
55f7681d-8038-47fe-98cb-6558087a58cf/ customer request refund due to Covid/ unable to reach prop/ sent email to vendor using noshow temp. with proof of cust and update cust

[email protected]
218bdb76-fb66-4960-ab8b-997e1cf003c5/ replied to cust for clarification

72133967943464
6ed8d262-512f-4056-ad02-fe5d77dc51c4/ customer request refund due to cust claims no car avail./ however, car rental confirmed that cust was a noshow/ denial email provided, cust insist/ replied to cust to confirm what time they arrived at car rental

72634845488640
488e44da-2fef-4f52-9437-84574c38fc1f/ customer request refund due to flight was cancelled/ vendor denied, denial email was already provided same day, no response from cust/ nfat

f420b193-099d-4e58-b8ec-1ea68c934a7b

94845b8b-cc17-47af-ac80-912daf09f421

72638584199893
9a0245c0-00ab-4509-be48-23a028c206d5/ customer request to change due to cust will not be in town/ vendor approved changes, cust replied on reso about refund/ replied to 3pi and update cust

72624865604834
8653b674-16d9-4344-a5a7-f2a2b672e4ec/ customer request refund due to earthquake/ received email from vendor, denied/ upon checking, cust was already refunded/ informed cust

72636922410633
ce132f55-2386-458a-a11b-703602b22b6d/ customer request itemized receipt/ educate cust

0077bbde-8428-4117-9f46-aa6087b9cbdf

72646075460824
a1607740-f696-417b-99f1-940ed533d202/ customer request refund due to debit card was not accepted/ vendor denied, cust replied/ acknowledged cust

72600792967620
771805b8-2930-4ea2-b7e2-e9eb8290bc20/ customer request to add stamps/ guest acc/ prev. agent promised that we will add stamps only for 1 itinerary as an exception as per 21560 / adjust stamps and sent email to cust/ non US

72648405252039
e06d76dd-57ec-43c7-8251-85f3cbb55473/ customer request to change due to COP/ vendor approved changes and refund/ upon checking on chat, cust is requesting changes only for this booking VPRpNipEgo / prev. agent sent email to vendor providing incorrect info/ received email from vendor that they also changed this VPRndZHkCY / replied to vendor

72637552380253
2de4a586-8317-4980-bd54-fb0871f0a567 / customer request to add stamps / guest acc, in travel/ reschedule on check out date

b324c00d-007a-40b7-a71d-86e9765d04c7

72554632551822
12dc27d6-0091-48fa-9047-6c8d9ef49de0/ customer request to add stamps/ guest acc, pay later/ replied to cust to provide receipt

[email protected]
7703b835-2373-40a7-9f91-cad9d9ce2485/ replied to cust for clarification


cb142b1d-875c-44e4-b188-f72b7b74d051

72615240255631
98577b85-9dca-4736-9e6d-68ead7e72398/ customer request refund due to room wasn't cleaned/ vendor approved 86,76€ refund/ convert 86,76€ to CAD/ processed refund amount of 126.62 CAD since prev. agent disclosed the amount of refund to cust, validated by Sup./ informed cust


3fb6a3e6-fe6d-4ef5-b402-f8b20f6f52ae

8f4b2018-dd31-4062-8999-fb54adb23254

72553420116487
8e3c5850-ce64-4791-9834-70a81d2a907b / customer request refund due to no car avail./ received response from vendor, still checking/ pay now agency/ update cust

72652735202647
2edd3b8c-87fa-4bd1-9c42-0752711d83d2/ received case from ret stating to cancel without pen. as the cust received an option from property/ replied to ret to clarify the option

72598007346062
5d73c258-6766-470c-b7ec-2b191d8c8f97/ customer cancelled their booking and they she was still charged for the booking/ unable to open itin. provided/ replied to cust

72648350980479
71ae4780-0736-4206-8438-b1a3662dec98/ customer request to unlock rewards night/ cust has pay later res./ educate cust/ non US

72651561093481
075e8d7a-e8c5-458c-b593-1a7ed7fcfbba/ customer request refund due to cust spoke with prop. and they were advised that AC is not working, cust decided to cancel/ received email from vendor, they denied the request as the issue on their prop. has already been resolved/ sent denial email to cust, validated


c49b169d-c803-4033-b685-286d33cdb1d6

72651341867677
c91bc9e4-d4c1-47c9-a0ca-12a45b6b255d / customer request to change due to fam. emergency/ received email from vendor, approved/ unable to change in our end/ replied to vendor for manual change

9a7bfffa-95ac-4c97-a626-99e20d4a3549

72652964686231
41144265-82e4-4e00-9ab7-cd541428ad80 / customer request to change due to COP/ received email from vendor, they can manual change but refund is not possible/ informed cust

72617214672297
682a41e9-233a-493d-9277-873e5d4a0c16 / customer request refund due to flight was cancelled/ cust replied on reso./ acknowledged cust

[email protected]
52c4c46d-35d8-454b-a0ad-4a82c28c2f4a / customer claims that his 2 res. were not showing/ no upcoming booking using email add/ replied to cust

[email protected]
7ea4aa59-2168-4d11-b890-67af57f2d86b / customer claims that he is unable to use his rewards night/ case was already escalated/ cust followed up/ cust claims that it does not allow him to use the FN/ replied to cust

a990ce15-0757-4b0b-b4d0-5d6235e59f1c

60165591-c0c1-408e-911b-af91d4fafc55

e6cd560f-1a53-4ab4-a62e-12243ac11fed

44c2afc7-364f-4c80-bb7c-6f4628118eb7

72648225433430
cd1537e5-73d7-4e1f-b58a-26903e9c383b / customer request refund due to flight was cancelled/ received email from vendor, approved(validated)/ create SR 0893aed6-9b4f-4e96-8fde-8c40686904c8 / informed cust

[email protected]
6b346ff1-ae8c-45c9-acb6-1a1c235dfaad / customer claims that he is gold status but turned to blue after One Key conversion/ cust account is not in US pos/ educate cust

72648703850431
7233cc37-6260-4e57-a20e-8dc48dca2d64 / customer request to change the bed type/ received email from vendor, they made a note but subject to availability/ informed cust

72635285007040
4743660e-2c66-4bb7-9137-96fbaeda0c33 / customer request itemized receipt/ reso already provided same day, no response from cust/ nfat

72638546782418
ba392d43-99f2-4b9e-ad75-4aa3a27e4975 / customer request refund due to pet are not allowed/ as per property's details, pet not allowed and prop. denied refund as per S#16187887, cust keeps insisting/ replied to cust

72613894875457
993d6ea8-362b-4c8d-9ede-528083df46ae / customer contacted about her OneKeyCash that still showing pending/ case was escalated same day/ cust replied/ update cust

e0292f50-971a-4fc6-ab77-6037a504d03d

cb8d839b-f121-40b2-9a86-204a8750d733

72640137487012
b0c2adf7-e74d-4f78-95c6-8c683ba9ddd0 / customer request to cancel due to upcoming hurricane/ received email from vendor, denied waiver/ sent denial email to cust

72604475795812
92f237eb-0ac5-4fd3-b25e-135e0a897bd5 / customer request refund due to wife was admitted/ received response from prop, still checking/ update cust

72650587328219
0acc3289-505c-4944-bf76-36c8bd30d7e7 / customer request refund or let them take an elevator due to her foot was hurt as they had to take the stairs/ prev. agent sent denial email to cust/ cust forwarded an email that vendor approved partial refund/ sent email to viator and update cust

114d8314-d891-4e06-9bc2-2a54a93329d1

9bb96ccd-4b20-4dec-ab45-35b82a3c9492

c920ea4a-36c1-4239-bfaf-8ab1f71b9127

72638284734296
05627274-ce31-4611-90d0-797d3b8a4c00 / customer request to change due to COP/ as per S#163948146, changes approved on hotel's end/ cust replied on reso/ acknowledged cust

72648996450894
ee769e63-f329-4947-824d-7d7e52933d3c / customer request to change due to travel was impacted by weather/ received email from vendor, res. not on their system and asks if we can make again/ transferred to reloc. as advised/ update cust

72621016519012
54a91e4f-13e4-42e5-a9a1-16b4b852671a / customer request refund due to her baby is sick/ received email from vendor, denied/ sent denial email to cust

77ad8597-1209-4712-9b27-b127e9c99e35

72651080807885
154950c8-455a-43b4-a627-2e57f387a0c0 / customer claims that refund was incorrect/ refund was already processed/ received email from vendor, they have not charged anything/ sent email to cust

3e03c6a7-af2b-4cd8-bbfe-76e13147911c

72598851015078
90ca881d-d183-4c23-af08-5afa4c60a0aa / customer request to cancel due to ASC/ received email from vendor, denied for cancellation, however, cust is requesting to change/ advised cust to contact car rental directly

9162647038102
103adf14-100e-4d72-9935-963cd118cc3f / customer request shuttle transportation / received email from vendor, they don't provide transportation/ informed cust

72636863268490
99606240-16bc-484b-8132-a9dbcf091dea / customer request refund due to ASC/ received auto response/ update cust

facf4b72-c264-44a6-9418-37d0a88964df

72644688723276
54f3e0df-adfa-4270-93e7-1633eea16bcd / customer request refund due to COP/ received auto response from vendor/ cust replied/ update cust

75c424d6-083d-4def-9740-32bc375c7e85

72645458933867
89375dd8-1a3a-476a-ad7a-80094af31539 / customer request refund due to prop. was closed/ refund was already processed/as per S#163761316 refund was processed and OneKeyCash added on Expedia account/ cust replied/ acknowledged cust

8bbd86db-912d-4503-95a5-8920961bac18

9e958e94-4e3b-4e97-96d0-75bbea1cd143

72525990247892
7c9cdde5-9ed1-4a94-bb95-27dfce1128dd/ customer request to add stamps/ guest acc, pay later/ custo provide receipt from Hotels.com/ replied to cust