Notes

How to identify the complaint
Determine the reason for contact by asking relevant questions (gather as much information as possible). Some examples might include:
Traveler's issues: Can you explain to me what happened?
Have you spoken to the property?
If yes, what was offered/proposed?
Who did you talk to?
Get the Hotel representative's first/last name and job title for documentation.
If not, please allow me to check with the property. (See Contact the property)
If cost is involved,
Amount charged?
When was the transaction date of the charge?
By whom (Expedia Group, the property, or both)?
For EPS bookings: Traveler does NOT see Expedia Group charge.—traveler only sees the charge from the travel agency (either the EPS partner or sub-agency)
Does your statement reference a booking ID or confirmation number?
For double billing claims: Do the dates and amounts match exactly?
If charged upon checkout, did they receive an invoice?
If documentation is available (email communication, invoice, etc.), ask to send proof.
Investigate the itinerary:
Determine the traveler’s stay status
Pre-stay: Before check-in time
In-stay: The traveler has checked in
Post-stay: After the check-out date
Investigate the booking details:
Status
Policy
Fees
Amenity/property details
Review the history.
Review Voyager Next history
Documentation in Voyager Classic
Any open service request. See How and when to use a service request
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Resolve a complaint
Once you've determined the traveler's issue, follow the steps below.

Note: Depending on the scale of the issue, the traveler might be eligible for relocation. Always check relocation scenarios first. See When to transfer to Relocations

Trip stage Scenario
General complaints (all stays) Traveler could not reach the property
Net rate reveal
Pre-stay Amenity not available
Negative property review
Billing/charge complaints
In-stay Amenity not available
Complaint about the room/property (conditions)
Property policies
Property services
Room type
Health and safety
Complaints about property staff
Early checkout
Double billing
Out-of-pocket expenses
Post-stay Amenity not available
Complaint about the room/property (conditions)
Property policies
Property services
Room type
Health and safety
Complaints about property staff
Checked out early
Double billed
Out-of-pocket expenses



General complaints (all stays)
Type of complaint If Then
Traveler could not reach the property You can support the traveler based on the itinerary details
Inform the traveler of the details
Educate the traveler about where the details can be found
Check if self-service is available and educate traveler accordingly
You cannot support the traveler based on the itinerary details
Check if the number called is the number, we have on record.

If yes: Call the property to gather the needed details.
If no: Check the property's website and/or Google to confirm we have the right number on file
Call the property on the correct number to gather the needed details.
Property not reached?: Advise the traveler to message the property through their account. (See Customer can directly message the property)

For EPS or If the traveler insists you follow up: Create a waiver request

Be clear on the actions needed from offline.
If you called an alternative number, mention this in your SR notes
Net rate Reveal (Traveler claims hotel offers a cheaper price) See Respond to net rate disclosure



Pre-stay
Type of complaint If Then
Minor amenity not available

TV doesn't work or only has local channels
Phone doesn't work
Internet connection is slow or not available
Hotel activities or entertainment options are not as advertised
Food offerings are not as advertised (but other options are available)
Property offered an alternative
If the traveler agrees, work with the property to get options in place.

If the traveler does NOT agree with the alternative, offer to cancel/change the booking. (See Cancel a Lodging booking or Change a Lodging booking)

If cancel/change is not an option or the traveler dosn´t want to please see “if the property did not offer alternatives”
Property did not offer alternative
Offer to cancel/change the booking. (See Cancel a Lodging booking or Change a Lodging booking)

When inside penalty/non-refundable: Check if compensation can be offered, using the Generate Lodging Compensation Matrix in Voyager Next

Can´t find the scenario on the matrix? Consult with your supervisor
Negative property review

How can you list this property
-
Offer to cancel/change the booking. (See Cancel a Lodging booking or Change a Lodging booking)

When inside penalty/non-refundable:

Frontline agents

Verify the traveler reviews on the brand site where the traveler booked. (3 months)
Verify the complaint with the traveler:
Did they speak with the property about their concern?
If yes, what was said?
If proof is available (email communication, screenshot traveler´s conversation history), ask to send it over.
Contact the property for a waiver following your regular waiver process
Billing/charge complaints -
Verify the type of request.
Inform the traveler of the details using the applicable article
Answer questions about credit Card charges
Answer questions about receipts and invoices



In-stay
Type of complaint If Then
Minor amenity not available: The property does not have a certain amenity available that was supposed to be included in the room rate.
TV doesn't work or only has local channels
Phone doesn't work
Internet connection is slow or not available
Hotel activities or entertainment options are not as advertised
Food offerings are not as advertised (but other options are available)
Not eligible for relocation



Frontline agents:

Call the property to verify the claim.
Confirm the traveler’s claim.
Seek if the property can offer any alternatives.
If yes: Offer to the traveler.
If no, or traveler doesn´t agree: Seek if the property will offer any compensation/refund.
Property not reached? Offer compensation using the Generate Lodging Compensation Matrix in Voyager Next
If the property suggests a refund: Process it as property waiving.
If a specific amount or above the limit, create an applicable refund SR
If the property does not offer any alternatives/refunds or if the traveler doesn´t agree with alternatives and/or refund: Consult with relocations to see if the traveler is eligible for a relocation.
Offline agents:

Review the service request.
If the SR should not have been created, flag it as invalid
Confirm the refund amount.
Process refund accordingly




Complaint about the room/ property (conditions): The property is dirty or has ongoing or unadvertised construction that is not a danger to the traveler's safety
Property policies: The property's policies are listed incorrectly or not enforced appropriately, such as:

Incorrect check-in age listed.
Check-in instructions not communicated.
Change to adults-only from family-oriented
Property services: The property services were not available or was not as advertised, such as:

Housekeeping (No clean towels or toiletries provided, lines weren`t changed, trash not removed)
Food quality in the restaurant (not a danger to travelers' safety)
Property's activities/entertainment
Room type: The room type is not accessible as requested, adjoining or smoking/non-smoking (as advertised or approved by property upfront)
Health and safety -
Identify if the complaint qualifies for a Property health and safety issues

If yes: Transfer to Relocations. See When to transfer to Relocations
If not: Offer compensation using the Generate Lodging Compensation Matrix in Voyager Next
Complaints about property staff: The property staff discriminated against the traveler (race, religion, political preferences, etc), was unfriendly or unhelpful, or provided poor service because the traveler booked with an Expedia Group brand -
Do not call the property.

Frontline agents:

Verify the complaint with the traveler.
Offer compensation using the Generate Lodging Compensation Matrix in Voyager Next
If the traveler doesn´t want to continue with their stay, transfer to Relocations. See When to transfer to Relocations

Early checkout Change of plans See Check out early from a property
Crisis
If a flex policy is in place, see Cancel, change or refund lodging - Flex policy

Otherwise, follow the regular early checkout process

Extenuating
For all One Key non-Platinum travelers, follow the regular early checkout process.

For One Key Platinum travelers, see Cancel a Lodging booking due to extenuating circumstances — US POS

Issues at the property Follow instructions with a complaint about room/ property conditions
Double billing: A traveler claims they were billed twice, either by EG or the property -
Do not call the property.

Frontline agents:

Request the customer´s receipt.
For voice agents or if the traveler can´t attach proof in the chat, send an email using template Email to customer - Request supporting documentation in Email templates for Frontline Lodging
Let the traveler know that, once we received the needed documentation, we will get back to them by email within 72 hours.
If the traveler can share the receipt while on the phone with you, get the receipt and verify the double billing claim. See Double billing - Complex Lodging agents
Note: Do not create an SR, email replies will end up in the offline email queue

Once you get the receipt:

Verify the double billing request. See Double billing - Complex Lodging agents
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. -
Do not call the property.

Frontline agents:

Ask for the traveler's receipt
For Voice agents or if the traveler can't attach proof in the chat, send an email using template Email to traveler - Documents needed (out-of-pocket expenses) in Email templates for Frontline Lodging
Let the traveler know that, once we received the needed documentation, we will verify the details and get back to them by email within 72 hours.
If the traveler can share the receipt while on the phone with you, get the receipt and Refund out-of-pocket expenses
Note: Do not create an SR. Email replies will end up in the Offline email queue.

Once you get the receipt:

Verify and refund out-of-pocket expenses. See Refund out-of-pocket expenses



Post-stay
Type of complaint If Then
Minor amenity not available: The property did not have a certain amenity available that was supposed to be included in the room rate.
TV doesn't work or only has local channels
Phone doesn't work
Internet connection is slow or not available
Hotel activities or entertainment options are not as advertised
Food offerings are not as advertised (but other options are available)
-


Frontline agents:
Call the property to verify the claim.
Confirm the traveler’s claim.
Check if the property offered any alternatives during the stay.
If the property suggests a refund: Process it as property waiving.
If a specific amount or above the limit, create an applicable refund SR
If the property does not offer any alternatives/refunds or if the traveler doesn´t agree with alternatives and/or refund: Offer compensation using the Generate Lodging Compensation Matrix in Voyager Next




Complaint about the room/ property (conditions): The property was dirty or had ongoing or unadvertised construction that is not a danger to the traveler's safety
Property policies: The property's policies are listed incorrectly or not enforced appropriately, such as:

Incorrect check-in age listed.
Check-in instructions not communicated.
Change to adults-only from family-oriented
Property services: The property services were not available or was not as advertised, such as:

Housekeeping (No clean towels or toiletries provided, lines weren`t changed, trash not removed)
Food quality in the restaurant (not a danger to travelers' safety)
Property's activities/entertainment
Room type: The room type was not accessible as requested, adjoining or smoking/non-smoking (as advertised or approved by property upfront)
Health and safety -
Identify if the complaint qualifies for a Property health and safety issues

If yes: Transfer to relocations. See When to transfer to Relocations
If not: Offer compensation using the Generate Lodging Compensation Matrix in Voyager Next
Complaints about property staff: The property staff discriminated against the traveler (race, religion, political preferences, etc), was unfriendly or unhelpful, or provided poor service because the customer booked with an Expedia Group brand -
Do not call the property.

Frontline agents:

Verify the complaint with the traveler.
Offer compensation using the Generate Lodging Compensation Matrix in Voyager Next
Checked out early Change of plans See Check out early from a property
Crisis
If a flex policy is in place, see Cancel, change or refund lodging - Flex policy

Otherwise, follow the regular early checkout process

Extenuating
For all One Key non-Platinum travelers, follow the regular early checkout process.

For One Key Platinum travelers, see Cancel a Lodging booking due to extenuating circumstances — US POS

Issues at the property Follow instructions with a complaint about room/ property conditions
Double billed: A traveler claims they were billed twice, either by EG or the property Double billing -
Do not call the property.

Frontline agents:

Request the customer´s receipt.
For voice agents or if the traveler can´t attach proof in the chat, send an email using template Email to customer - request supporting documentation in Email templates for Frontline Lodging
Let the traveler know that, once we received the needed documentation, we will get back to them by email within 72 hours.
If the traveler can share the receipt while on the phone with you, get the receipt and verify double billing claims. See Double billing - Complex Lodging agents
Note: Do not create an SR, email replies will end up in the offline email queue

Once you get the receipt:

Verify the double billing request. See Double billing - Complex Lodging agents
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. -
Do not call the property.

Frontline agents:

Request the customer´s receipt.
For voice agents or if the traveler can´t attach proof in the chat, send an email using template Email to traveler - Documents needed (out-of-pocket expenses) in Email templates for Frontline Lodging
Let the traveler know that, once we received the needed documentation, we will get back to them by email within 72 hours.
If the traveler can share the receipt while on the phone with you, get the receipt and Refund out-of-pocket expenses
Note: Do not create an SR, email replies will end up in the offline email queue

Once you get the receipt:

Verify and refund out-of-pocket expenses. See Refund out-of-pocket expenses
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Talking Points
Traveler scenario Talking points
The traveler does not agree with the solution offered by the property





I’m afraid that was what [PROPERTY] was able to offer.
As we`re sorry you had this frustrating experience, we are also sending you [Insert compensation currency e.g, Coupon, points, OneKeyCash] of [AMOUNT] that you can use for a future lodging booking.
For EPS: Offer refund in amount suggested
For Pay Later complaints, I booked the reservation on your website, why can´t you process the refund?

Since you were charged by the hotel directly the property is the authorized party to process your refund.
Not to worry, they already approved the refund and will process it within [insert timeline provided by the property]. To receive the status of the refund please connect with [property name]
What if the traveler doesn`t agree with the offered solution and wants more compensation

I understand your experience didn´t meet your expectations. The [rewards currency e.g., points, OneKeyCash, coupon] we've added to your account is to express our regret that your travel didn´t go as planned.
We always aim to deliver the best possible experience for our travelers but in this situation that is all I can offer you.
For EPS: Offer refund in amount suggested
This is not my fault, why can’t you offer something?

I understand this is beyond your control. I have tried my best to advocate for your booking experience, but the property has strict guidelines around their bookings.
We know you were disappointed by this experience and to show our appreciation and regret that your travel didn´t go as planned we've added [rewards currency e.g., points, OneKeyCash, coupon] to your account.
For EPS: Offer refund in amount suggested
The scenario is not eligible for compensation or a refund

I understand your experience didn´t meet your expectations.
We always aim to deliver the best possible experience for our travelers but in this situation I´m afraid there is nothing more I can do for you.
The traveler asks for a refund instead

We know you were disappointed by this experience, but unfortunately, in this situation, we cannot offer a cash refund.
The [rewards currency e.g., points, OneKeyCash, coupon] we've added to your account is not meant to put a monetary value on your experience, but to show our appreciation for your business and express our regret that your travel didn't go as planned.
If the traveler still doesn´t agree and insists on a full refund or more compensation, escalate to Tier 3.
For EPS: Offer refund in amount suggested
Customers complaining about the amount of effort (their side)

We know you were disappointed by this experience, and needing to put extra effort in to resolve the issue is never ideal.
To help us process the [insert request type] request, however, we need [insert need e.g., receipt, communication between property and traveler, etc.].
Transfer to Reservation service (relocation)

Please let me get you to someone who can sort your reservation out quickly.
What if the traveler wants to speak with a supervisor

Sure, I can do that, before transferring let me please assure you I am here to help, and my supervisor has the same resources to offer you compensation.
You are not listening to me….

I am sorry if that is the impression I am giving, I can assure you I am here to help, please allow me to recap your situation to ensure I got it all right.