Notes

Dropped Reservation Customer advises the hotels does not have reservation “I apologize for the inconvenience; We strive to ensure that our Hotel Partners receive all reservation details immediately to ensure a great trip. Let me assure you that we will review the details of your reservation and investigate what occurred and take necessary steps to resolve the issue”
WCT/TPN
Dropped Reservation Customer asks for incidental compensation(i.e. original hotel offered continental breakfast or free parking and the re-accommodated hotel did not.) “Any charges beyond the hotel room rate and tax difference are reviewed by our customer relations on a case by case basis. When you send your copy of your receipt, please explain what other reasonable charges you would like considered and why. An example would be like parking fees or other services that were offered at your original hotel for free but are not offered at the new hotel”.
Duplicate Hotel Charge Advising customer how a duplicate charge may have happened “I apologize for the inconvenience; unfortunately, there was an error when your credit card was charged by the hotel, which caused a duplicate charge. When you purchased this booking with us, we passed along payment to the hotel for processing. According to our records this payment has already been collected by the hotel so we are unable to refund the amount you paid. Please contact the Hotel directly and request a refund for the amount they collected at time of checkout. They should assist you immediately with the error. Again, we apologize for the confusion but expect that this will be corrected by the Hotel.”
Fees/taxes SALES: Booking a reservation online “If you book online, there is a non-refundable $9.95 processing fee plus a $5.00 service fee charged for booking on the website.”

“The non-refundable $9.95 processing fee plus a $5.00 service fee is only charged when booking your reservation online."
HotelSavings
Fees/taxes SERVICE: Customer asks about the $14.95 fee as separate charge on statement The $14.95 non-refundable fee that is showing as a separate charge on your credit card statement was included in the total price that was presented to you online at the time of booking. It shows as a separate item because the fee is retained by us. And for accounting purposes, it is separated out from the hotel charges."

“That is a Service fee that was detailed in the “taxes and fees” total when the pricing is presented to you. It was in your initial quote, but it is separated out in your credit card statement.”

“For a detailed explanation of the taxes/fees, you can review them online from the ‘Customer Service’ or ‘My Reservation’ page link and then select the ‘Terms and Conditions’ link. The explanation is found under ‘Taxes and Ancillary Fees’.”

"In order to offer you the best travel benefits on the Internet, we charge a non-refundable booking fee for online purchases. We are confident we provide you the best pricing and value at the time of booking.“

“We are committed to constantly improving our site and providing our consumers with great customer service, 24 hours a day/7 days a week. This booking fee supports our efforts to meet those commitments.“
Have I answered all of your questions and concerns? Postive customer response (i.e. "yes, you did"): "Fantastic! I'm glad I was able to provide assitance."


“Excellent! I’m glad I was able to address your concern(s).”

"It has been a pleasure."

"Well, good, we really appreciate your business."


WCT/TPN
Have I answered all of your questions and concerns? Negative customer response... ...due to penalties or fees:
“I’m sorry that the options available to us were not what you were hoping for. The prices our suppliers offer are so low that they must sometimes enforce some pretty restrictive policies."

...due to price jump:
“I’m sorry that the options available to us were not what you were hoping for. The inventory available to us is dynamic, similar to a traditional store. So, we cannot offer inventory that has sold out. Unfortunately, I do not have the option of changing the price on remaining inventory."

...due to incorrect department; transfer necessary:
"The <dept. name> are specialized to help and specifically meet your needs. Although I was not able to, we can definitely get you to a colleague who will take excellent care of you."

...due to situation beyond our control; specifically - airline fee:
"I agree, the airline change fees seem unfair when you have a special circumstance like <a broken foot>. I spoke with the airline, and unfortunately, they're just not able to waive the fee. I'm sorry."

...customer unhappy with answers you've provided:
"I am sorry you are still upset. I wish it was within my power to give you the answers you want. I really appreciate you letting me listen and talk through this with you. Do you have anything else I might be able to answer or help with?"
Negative response, but customer has not given you opportunity to answer his question "I'm so sorry. What can I answer for you?"

...you hear a tone of confusion or doubt before asking the question:
“I hear in your voice that I may not have answered all of your questions. I want you to leave confident and satisfied; what can I do to help?”

“Mr. Smith, I can hear the doubt and frustration in your voice. I want to provide you with excellent service, and I want you to leave satisfied. Let me see if we have any other options."