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Article
Lodging complaint transfers to Relocations
Article Record Type
Legacy
Article Number
000002765
Legacy Id
40131
Publication Status
Published
New Info
Last Published Date
2/15/2024, 12:44 AM
Topics:
Amenities / Special Requests
All Brands
Cancel
Complaint
Reservation Services
Lodging
Details
Before you begin

This help topic will only be used by Relocations agents.

When a traveler contacts Expedia Group with an issue that needs to be resolved, you must find the best resolution to that issue as efficiently as possible. You'll receive these traveler requests from other teams and must accept these transfers right away to ensure the customer has the best experience.



Stay status definitions
Pre-stay: Before check-in time
In-stay: The traveler has checked in
Post-stay: After the check-out date
Valid complaint reasons
Primary complaint reason

Definitions

Salesforce Secondary reasons - pick the appropriate option from list:

Steps in Handling Scenarios
Double Billing

A traveler claims they were billed twice, either by EG or by the property

Double billed by EG
Double billed by property
Follow article Double billing — Complex Lodging agents

Net Rate Reveal

The property revealed an Expedia Rate booking's net rate to a traveler

Net rate reveal
Follow article Respond to net rate reveal

Out-of-Pocket Expenses

The traveler paid for anything out of pocket that was supposed to be included in the room rate (internet, parking, breakfast, transportation, etc.), or an unexpected fee

Internet
Parking
Breakfast
Transportation
Resort fees
Unexpected fees
If the customer paid for anything out-of-pocket that were supposed to be included in the room rate (internet, parking, breakfast, transportation, etc.) and has a receipt, we can refund them for those expenses.

Tell the customer you will send them an email that they can reply to and attach the receipt/proof of purchase.
Send an email to the customer through the guest page in Salesforce using Guest receipt Needed EN template.
Once receipt/proof of purchase is validated, process the refund as Expedia waiving using the primary reason code Vendor Poor Service and secondary reason Major / minor amenity.
In Refund Notes, enter the missing amenity and code OOPE.
Property Amenities

The property is missing or closed without notice, such as:

Parking facility
Swimming pool
Restaurant
Spa
Golf course
Childcare/kid's activities.
Parking facility
Swimming pool
Restaurant
Spa
Golf course
Childcare/kid's activities
Follow section How to handle lodging complaints
Property Condition

The property is dirty, or has ongoing or unadvertised construction that is not a danger to traveler safety

Dirty
Ongoing or unadvertised construction
Property Personnel

The property staff was discriminating (race, religion, political preference, etc.), unfriendly, unhelpful, or provided poor service because the customer booked with an Expedia Group brand

Discriminating
Unfriendly
Unhelpful
Unfair to EG travelers
Property Policies

The property's policies are listed incorrectly or are not enforced appropriately, such as:

Incorrect check-in age listed
Check-in instructions not communicated
Change to adults-only from family-oriented
Unenforced COVID policies
Check-in age
Check-in instructions
Change to Adults Only
Unenforced COVID policies
Property Services

The property services were not available or was not as advertised, such as:

Housekeeping (No clean towels or toiletries provided, linens weren't changed, trash not removed)
Food quality in restaurant
Property activities/entertainment
Housekeeping
Food quality in restaurants
Advertised property activities/entertainment
Room Amenities

The room is missing an expected amenity, such as:

A working television
A working phone
Kitchenette
Appliances
Rollaway bed
Air conditioning
Bed is not up to the required standard due to size, cleanliness, or comfort

Broken television
Broken phone
Broken air conditioning
Missing kitchenette
Missing appliances
Missing requested rollaway bed
Bed size, cleanliness, or comfort
Room Condition

The room is not ready at check-in, is dirty or smelly (unclean but not a risk to traveler's health), room location, location of room leads to noise complaints, or feels smaller than the customer was led to believe

Bathroom was not up to required standard (due to maintenance or cleanliness)

Not ready at check-in
Unclean room
Room location
Room size
Noise complaint
Bathroom standards
Room Type

The room type is not accessible as requested, adjoining, or smoking/non-smoking

Accessibility request
Adjoining
Smoking/Non-smoking
Traveler Error

The traveler erred in making or canceling their booking

Wrong dates
Wrong property
Booking canceled in error
Follow steps in article Resolve customer error

VIP Access Perks

The property did not honor VIP Access perks

Food and beverage credit
Food and beverage discount
Spa services credit
Spa services discount
Refer to article Resolve VIP Access hotel fulfillment issues
Top of page

Invalid complaint reasons



Pre-stay lodging complaint
The traveler is requesting assistance with early check-out (see Check out early from a property)
The traveler is requesting to change or cancel their booking, unrelated to a complaint or relocation. See Change a lodging booking or Cancel a lodging booking
For EPS Bookings: If an EPS affiliate calls in for a scenario that is not related to relocations nor complaints, ask them to contact their Tier 1 EPS support desk in order to properly action and document the concern in line with their process and policy.


Forward invalid complaints transfer requests to the Offline team
Use this process only for cases that you are unable to reach the property for invalid complaint transfer scenarios:

Send an email to the appropriate email address based on language/brand using the format below. They will create a service request (SR) case for follow up.
Subject: Waiver case sent to Relocations
Template:
Itinerary Number:
Brand:

Why is the customer changing their booking?
What is the reason for the change/cancel?
Did you reach someone at the property/supplier?
Who can approve?
What's their job title?
Is this for all rooms/travelers in the booking?
List which rooms/travelers impacted?
When should the offline team follow up?
Date:
Time:
Any additional comments:
Tell the traveler:
The approver isn't available to waive the change/cancellation fee.
We'll contact the property again to ask them for the waiver.
We'll email them with the property's decision within 72 business hours.
Do not mention:
Another team or department is doing the follow-up.
The exact names of the team or department.
Document in Voyager the details of the request and that it has been sent to the offline team to follow up with the property, so that Frontline will be aware in case the traveler calls back and follows up.
Top of page

Email addresses for invalid complaint transfers by region



AMER
LATAM
EMEA
APAC
AMER
POS

Email

Expedia / Orbitz / Travelocity / Expedia for TD / Hotels.com (HCOM)

[email protected]

AMEX

[email protected]

Chase Rewards

[email protected]

Royal Bank Of Canada

[email protected]

LATAM
POS

Email

HCOM - Brazil

[email protected]

Expedia Brazil

Expedia: [email protected]
EPS: [email protected]
EPS: [email protected]
All other Spanish language Markets

[email protected]

EMEA
POS

Brand

Email

UK/IE - All English language POS

ALL BRANDS

[email protected]
If you require a refund for an itinerary that can't be opened in Voyager, open a Refund over USD 500 service request.

FR/BE/CH - French language

ALL BRANDS

[email protected]

VSC

Expedia

[email protected]

DE/AU/CH - German Langage

ALL BRANDS

[email protected]

IT

ALL BRANDS

[email protected]

ES

ALL BRANDS

[email protected]

NL/BE - Dutch language

ALL BRANDS

[email protected]

NO/SE/DK

ALL BRANDS

[email protected]

FI

ALL BRANDS

[email protected]

RU/PL

ALL BRANDS

[email protected]

Turkey

HCOM

[email protected]

Egencia EMEA

Egencia

[email protected]

APAC
Language / POS

Email

English / All-APAC

[email protected]

Non-English TH / ID / VN

[email protected] (Thailand)
[email protected] (Indonesia)
[email protected] (Vietnam)

Non- English CN / HK / TW

[email protected] (BEX & HCOM Only)
[email protected] (All brands)

Non-English JP

[email protected]

[email protected]

Non-English KR

[email protected]

[email protected]

Non-English MY

[email protected]

Top of page

Resolve a lodging complaint



Important: Do not decline any transfers from Lodging Frontline.

Accept the call right away.
If the call is an invalid reason, create a Traveler Issue case and enter the following information, gathered from the Lodging Frontline agent or Voyager:
Agent ID
Erring Site
Transfer Type
Stay Status
Track the call on the Invalid Tracker.
Ask discovery questions to understand the issue:
Is the traveler verified?
What did the guest say/what is the issue?
What is the traveler requesting?
Research the complaint by checking for:
Existing cases in Salesforce for this complaint reason
Traveler reviews for this complaint reason
Partner Central conversation history between the property and the traveler
Property detail page, the property's website, the brand site the traveler booked from
Proof from the traveler
Call the property (or 3PI provider).
If it's a..

Then

Pre-stay or in-stay relocation

Use Determine the reason and fault for relocation to confirm the issue is a relocation.
Follow Deflection and Guest Outreach process to process the relocation.
In-stay complaint

Determine who is at fault: EG, property, or traveler
If EG is at fault, we should make it right.
Ensure the traveler is provided with the correct room type, amenities, and/or property to resolve the complaint
If appropriate, provide a coupon for future travel.
If the property is at fault, ask the property the following questions to provide the customer with the best resolution:
Could they provide what the traveler wants?
Could they offer an alternate or upgraded room?
Could they offer compensation for the traveler in some way?
Could they provide a walk to a comparable property?
If the property is unable to provide what the traveler wants, or one of the above options, provide a guest expense relocation.
If the traveler is at fault, speak to the property to see if they will help to resolve the issue:
If the property cannot, offer the traveler a coupon for future travel. Check your compensation limits to find out how much you can offer.
If you're unable to determine who was at fault (unable to reach the property):
Offer compensation or a refund following Compensation | Lodging complaints — Global or provide a guest expense relocation.
Choose Guest for the Fault field in Salesforce.
Post-stay complaint

Ask the property the following questions as appropriate:
Was the issue brought up during the stay?
Was there any compensation already provided?
Are they willing to offer any compensation for the customer's inconvenience?
Did the traveler stay the full length of the booking?
Are they willing to refund any unused nights?
Will any other travelers be impacted by this issue?
If the traveler stayed and the property is willing to provide a refund or compensation:
Issue the refund for the amount approved by the property, using Hotel waiving and refund reason codes.
Enter accurate information for the property representative and document the amount and reason for the refund in the vendor contact notes.
If the traveler stayed and the property does not offer any refund or compensation
Send the customer a coupon for future travel. Check your compensation limits to find out how much you can offer.
If you are unable to contact the property (e.g., if the property does not answer the phone; if they leave you on hold for more than 2 mins; if they keep transferring you from one department/person to another or if the right person to approve is not available) then:
Build a relocation case.
Reach out to the hotel via email to inform them of what traveler is stating and ask for confirmation of issue and waiver.​ Use the Post-Stay Relocations Template in Salesforce.
Tell the guest:
We are unable to contact the property to request refund/compensation and only they can approve the refund.
We'll contact the property again to ask them for the approval.
We'll email them with the property's decision within 72 business hours.
Relocation Offline Team: If we do not get any response from the property after 72 hours:
Issue compensation or refund following Compensation | Lodging complaints — Global guidelines
Choose Guest for the Fault field in Salesforce.
Send an email to the guest providing the actions taken – attempted to contact the property but unsuccessful and issued compensation in the amount of XXX.
Post-stay relocation

Check for an existing relocation case.

If you can confirm the relocation via phone:​​

Build a relocation case.
Ask the traveler if they rebooked on their own somewhere else
Yes: Refund the original booking and ask the traveler to send in receipts if there was any difference in price so we can refund.
No: Refund the original booking​​
If the traveler is upset about them being relocated, listen to the customer. Offer compensation following Compensation | Lodging complaints — Global
If the traveler is complaining about the conditions or service at the new property, send the customer a coupon for future travel.
If one does not exist:

Build a relocation case.
Send the Post-Stay Relocation template located in Salesforce to the property, to inform them of what traveler is stating and ask for confirmation of issue and waiver
Relocation Offline Team: If we do not get any response from the property after 72 hours:
Issue compensation or refund following Compensation | Relocation compensation and spending policy—Global Relocations guidelines
Choose Hotel for the Fault field in Salesforce.
Send an email to the guest providing the actions taken – attempted to contact the property but unsuccessful and issued compensation in the amount of XXX.

Check if the traveler self-relocated. If yes, find out where the traveler booked themselves, document this information on the guest page, and issue a refund for the amount paid by the traveler for the new property.

If the traveler had unexpected out-of-pocket expenses that should have been covered in the original booking, document the information on the guest page and provide a refund to the customer, using Hotel waiving.
Top of page

Suggested topics


Double billing — Complex Lodging agents
Determine the reason and fault for relocation
Deflection and Guest Outreach process
Resolve property complaints
Check out early from a property
Respond to net rate disclosure
Hotel Compensation coupons How much should you offer
Complaint Compensation Guidelines for Relocations
When to transfer to Relocations
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Compensation | Lodging Complaints - Global - 41156
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