Notes

Hi, this is SJ. Let me read through your chat with our Virtual Agent so I can get up to speed, and that way you won't have to detail it again. Please give me a moment and I'll be right with you.

41192 complaint
41156
41232 ISRAEL
How can I help you with this reservation?
Just give me a minute. Let me further check on that.

Sorry to hear that you need to cancel this trip.

Let me do my best to check what I can do for you to help you with your concern.

As per the Virtual Agent you need to request for the receipt for your booking, am I correct?

As per the Virtual Agent you need an update about your refund status, Am I correct?

As per the Virtual Agent, you want make a changes for this reservation. May I know what are your preferred dates and the reason why you would like to change it?

As per the Virtual Agent, you want to cancel this reservation. May I know the reason for the cancelation?

- Thank you.
- Welcome.
- Got that! Thanks.
- Noted on that, a moment please. Thank you.
- Oh, sorry to hear about that. Let me check the policy for you, hold on.

- We appreciate your patience.! Please stay here for a while to
avoid disconnections.
- I appreciate your time for waiting, are we still connected?
- Awesome! Just stay on our chat window
- One moment please ! Just give me few more minutes to have
this one resolved.
- I am already in touched with the property. Please keep this
chat open.
- We appreciate you raising this on our end, please give me a few to check the account for you. Let me


- You are totally right.
- I can understand how that would be difficult.
- I wish I could make it better.
- It makes me really sad to hear this happened.

- If I'll be able to turn the table around, I will give the favorable decision for you, It's just that we are bounded by the hotel policy.

- Please make sure to stay on this window to keep connected.
- I apologize for the inconvenience.
- I'm sorry to hear about it.
-Thank you for waiting
-You're very much welcome. Thanks, it's not a problem
- Happy to help!
- Will you able to check your email and let me know if you already received the email that I sent you.

COMPLAINTS:

We understand that your experience with the Hotel may not always be perfect. We sincerely apologize for any inconvenience have caused you. We highly value your feedback and ensure to communicate this to our affiliated properties in order for them to take immediate action and ensure your next experience would be seamless

PAYLATER CANCELLED

Upon checking here, since this is a hotel collect reservation, the hotel will collect your payment directly upon check in, and since you cancel this booking on the cancelation period, your card will not be charge for this reservation.


Cancel Rebook

Upon checking here, your reservation only allows cancel and rebook. Here's what we can do, I can call the hotel and ask for the penalty waiver for the cancelation and if the hotel agree, you rebook it on your account. just a heads up, it is subject for approval from the hotel since your reservation is non refundable.

We apologize for the inconvenience, let me work on this for you

EMAIL

thank you for waiting. I spoke with the hotel representative and they advice me to send them an email regarding with our request for the penalty waiver, however that is subject for approval from the hotel.


REFUND

As per the Virtual Agent, it was about a refund for the above reservation?
No worries, you got me now, let me investigate this for you and please stay on this window for me.

HOTEL COLLECT

Upon checking here, your reservation is a hotel collect reservation, the hotel will collect your payment directly. Nothing to worry, let me call the hotel for any possible internal changes.

Hotel collect charged
I see, since it was charge, it could be best to call the hotel for any refund update because the hotel collected the payment on your card directly, here is the phone number:


NOT RESPONDING

Hi, just checking in, I haven't heard from you in 2 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support.

Hello sorry, just checking if we're still connected?

I have not received anything from you for a bit. Do you still want to continue this chat?

And with my eagerness to help, I'm sorry that we are having trouble staying connected maybe because of the connection. I'm afraid the system will automatically close our chat. If you still need help, type hello below and our Virtual Agent will greet you. Then simply click “Something Else” and type “Contact Agent” so we can pick up from here. We are looking forward to chat with you again. Have a nice day!

I believe I have answered all of your question and concern. It has been a pleasure helping you today! Thank you so much for your wonderful time. I will be closing the chat now. Thank you for choosing chat and Have a nice day!

CLOSING

You're most welcome, anything for our valued customer like you, I hope I was able to resolve your concern for today. Is there anything else I can help you?

Great! Is there anything else that I can help you?

Perfect! Aside from this, Is there any other help needed with another Itinerary or any other questions that you may have?

It was a pleasure chatting with you today! Thanks for choosing chat. You may now close our chat window. Bye.

You're most welcome, anything for our valued customer like you, I hope I was able to resolve your concern for today. Thank you so much for your wonderful time. I will be closing the chat now. Thank you for choosing chat and Have a nice day!

Thank you so much for your wonderful time. I will be closing the chat now. Thank you for choosing chat and Have a nice day!

Perfect! Is there anything else I can help you?
Thanks for chatting us! Bye for now.

TRANSFER TO FLIGHT DEPARTMENT

Thank you for reaching us. As much as I love to help but I will need to transfer you to another team specialized in handling your flight reservation. Please stay on this window while I transfer you. Thank you!

TRANSFER TO CRUISE DEPARTMENT

Thank you for your patience. I will need to transfer you to another team specialized in handling your cruise reservation.

OUTBOUND CALL FOR CREDIT CARD

Perfect! For security purposes. I'll be needing to call you directly for the credit card information. I'll be needing the type of the credit card are you using, the credit card number, the expiration of the credit card and the security code. May I have the best phone number I can contact you now?

Hi CX this is SJ from Expedia, I'm calling regarding to your reservation. Before we proceed I would like to inform you that this call is recorded for business compliance and for coaching purposes. Can you please verify the email and phone number associated to your account?

IF THE HOTEL APPROVER IS NOT AVAILABLE

Thank you for waiting, I did call the Property however the approver is not available at this time Nothing to worry ,we will prioritize and we'll be working on this case. We will get back to you via email as soon as we hear from the Property. We would like to apologize if we're not able to resolve your concern now, but rest assured that we will take care of this.

72hrs SR creation spiel.

Here's what I'll do. I'll be advocating your concern via email and will mark it as urgent. Simply wait after 72 business hours. No worries, as soon as we receive the answer from the hotel, we will send you an email update right away.

Please strictly follow the given timeframe before contacting us again to avoid duplicating your request or to start over in the queue. Is there anything else I can help you?

TRANSFER TO FLIGHT DEPARTMENT

Thank you for reaching us. As much as I love to help but I will need to transfer you to another team specialized in handling your flight reservation. Please stay on this window while I transfer you. Thank you!

TRANSFER TO CRUISE DEPARTMENT

Thank you for your patience. I will need to transfer you to another team specialized in handling your cruise reservation.

OFFER COUPON

I apologize for the outcome, but on behalf of Orbitz, Let me find a way for you to be compensated.

I would feel the same way too if I'm on your situation and this should be the last thing that our customers should experienced, we apologize for that.

I'm back and thank you for waiting, I'll be more than glad to offer a goodwill travel coupon worth $75 which you can use on your future bookings with us, please accept this as a token of apology on behalf of the property.

RECEIPT

As much as we love to, we're unable to supply a receipt with the level of detail you have requested. At the bottom of your confirmation email you will find a Pricing Summary which details the amount you have paid. This can be printed as a receipt directly on our website. To print a receipt please follow these steps: 1. View your itinerary by clicking on Trips in the top right corner of our website. 2. Once open, choose the print receipt option.

PHONE NUMBER

I understand your need to speak with someone over the phone however our tools are only provisioned for chat purposes only. Despite being on chat, I guarantee to give the same advise and resolution that our voice agents can provide. Can you tell me more about your concern for me to help?

PRICE GUARANTEE

As much as I would love to process it for you. I don't have a way to do it on my end, but here's what you can do, you can log in to your account, click support then on the search bar, enter price match or price guarantee. Then it will lead you to a link of form for you to fill up for the request. And to set your proper expectation, it will take 7-10 business days and still subject for approval.

SSO

Additional reminder, you may visit Expedia .com to view/change or cancel your reservation by clicking Trips then sign-in that can be found on the upper right corner of the page. You may also Save an average of 15% on thousands of hotels when you are signed in.

For future reference you can do self-service to your reservation/s. You may view your reservation and get trip details online, check refund status and print receipt as well. You may also have options to modify - either cancel or change your reservation depending on the booking's policy. You just have to log-in to your account, go to Trips Page and select the booking in concern.

Reward night
It will only cover the same value of your room rate. That is why if you are going to use free night you must book a room with the same amount because if you book a room with lower price. the remaining balance of your free night will be forfeited.

SSO SR

For future reference you can do self-service to your reservation/s. You may view your reservation and get trip details online, check refund status and print receipt as well. You may also have options to modify - either cancel or change your reservation depending on the booking's policy. You just have to log-in to your account, go to Trips Page and select the booking in concern.


You can see the status of this request online as follow:

1- Log in to your account
2- My trips
3- Search for this stay or reservations
4- Click on "Check support status"

UNRESOLVED CLOSING SPIEL
I would love to thank you for staying positive . I have exhausted all my option to help you with your concerns . I appreciate you understanding for this matter. If you have no other question , you may always use our Self Service Option to check your current and future booking. I will close this chat now and stay safe.