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+hard change(core details): roomtype/date/N.o of G
+soft change(special req)
*early check-in/late check-out
*roll-bed/cot
*connecting room
Change dates:
+whole period
*Yes: change booking - note: Approved partial/[# nights approved]/[dates of nights not charged]
*No: Vendor contact notes choose Waiver Denied - Inquiry Only
*Partial waiver: Change with full fee then use Refund button - Choose Property as Waiving Source - note: Approved partial/[# nights approved]/[dates of nights not charged]
+add nights
*check-in
*check-out
+reduce nights
*check-in
*check-out
~CALL FLOW~
A: Hi! Thank you for contacting Customer Service line. My name is John. For me to better assist you, may I know your name please?
A: Hi ____, it's nice to meet you. I wonder how can I assist you today?
A: [rephrasing], am I right?
A: I'm so sorry to hear that. Right now, let me have a quick check on your booking to see what I can do for you. May I have your itinerary number and your email address/phone number so I can have an access to it.
A: Thank you, please give me some time so I can upload your booking to my system, then I will work on it right away.
A: Allow me to confirm if your booking is the one from [check-in] to [check-out], at [Hotel].
A: Thank you, [guest] for your confirmation.
A: Let me see, your request is [request], (but your booking is [_________]). Seems like to proceed your request, I will have to [action]. Do you mind waiting on the line for about 5-7 mins, I will contact the hotel to [action needed from hotel].
A: Thank you. In case the line was disconnected, which phone number should I use to reach you back. [Confirm phone number]
A: Thank you for your patience, [guest]. I am back from the call with the hotel. Regarding your request, the hotel [hotel's opinion].
A:
+ May I process your request now?
- I understand that this is not the outcome we had expected. If you want to, I can still process your [request], but [__________].
Please take your time to consider, and let me know as soon as possible. I'll wait on the line.
A: Is there anything else I can assist you with?
A: Thank you for spending your time on this call with me. Remember, you can also process your request [self serv], there will be a couple of simple options for you to take. If you still have any concern by then, feel free to reach us back.
A: Have a wonderful day/trip at [hotel].
In case guest's request is pending/not resolved: I wish you will soon receive a response from the hotel/empathy.
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