Notes

SPIEL

MANIFESTING UNTIL DECEMBER 2024!!!!!!
95% R R
20 ART
95% NPS
980 AHT
Ramos, Roman Jr.
Palermo, Ryan James
421452
wmnrpalermo

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OPENING


Hi, this is [[Ryan]]. I will just take a minute to read through the conversation and get caught up, and then I'll be able to help you shortly. Thank you!

Hi, how can I make your day better?

Thank you for contacting us I'm [[Ryan]], Japanese customer support will assist you

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Verification


For your account's security, will you please provide the email address associated with your account?

Could you share your email address or phone number so I can verify your account?

For security purposes, can you provide the phone number attached to your account? Thanks so much.


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VERIFY

Hi there! I see no request sent above. How can I be of assistance?
Hi there! I see here that you need help in changing your reservation dates - is that correct?
Hi there! I see here that you need changes on your reservation - is that correct?
Hi there! I see here that you want to reduce your stay - is that correct?
Hi there! I see here that you want to add night/s to your stay - is that correct?
Hi there! I see here that you need help in canceling your reservation - is that correct?
Hi there! I see here that you have a question about the status of your refund - is that correct?
Hi there! I see here that you have a question about your missing rewards night - correct?
Hi there! I see here that you have a complaint about your recent hotel stay - is that correct?
Hi there! I see here that you have a question about charges on your recent stay - is that correct?
Hi there! I see here that you want to pay for your upcoming booking - is that correct?
Hi there! I see here that you need a receipt for your recent stay, correct?
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GHOST CHAT SPIEL:

Hello, I'm just checking the connection. Are you still with me?

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

Remember, you can always use our self-service feature and (change/ cancel/ redeem credit) online without the need of being with a live agent. To access your trip confirmation on Hotels.com, visit the Website. In the top right of the page, click on trips. You should see your upcoming trips and reservations there and you will be able to manage your booking online.
1- Log in to your account
2- Select trips or my trips
3- choose your booking
4- look for cancel or change booking


I'm sorry, since I'm not receiving any response, I will end this chat. If you need support, please feel free to chat with us again — take care.


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EMPATHY

I apologize for the inconvenience, let me help you to resolve this for you.
I'm sorry that this happened. Let me see if I can find a solution.
I'm sorry you are having this problem. Let's see what I can do to solve it for you.
I'm sorry, that sounds like a difficult situation, allow me to assist.
No worries, I will do my best to help you.
Let me help you with this concern.

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HOLD


Please allow me 5-7 minutes to check the details — thank you and please keep the chat window open.

Thank you, Let me check the details for you. Just give me 2-3 mins.

Please keep this chat window open so we can stay connected — thanks!

Please give me a few minutes to complete this for you.

I value your time I'm still talking to the hotel representative please bear with me.

please hold on. I do apologize I'm still trying to contact the airline to help you.
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CANCEL/ REFUND TIMING

Upon checking the policy of your reservation it is inside the penalty window which means if we modify it, there would be a penalty.

But no worries I will call the hotel to negotiate to waive the penalties. Just to set your expectations, the waiver is still subject to approval by the hotel.

Kindly wait for about 3-5 minutes. While waiting, Please don't close our chat window or switch over the screen to avoid disconnection and to start over in the queue. I'll be right back to you as soon as I can.

I do apologize for that, I see here that your reservation was booked as a non-refundable booking once we change or cancel it you may incur a penalty fee.

No worries, allow me to call the hotel to ask for waiver approval for free cancellation

Please be reminded that this is still subject to approval and not yet guaranteed.

Give me 5-7 minutes to call the hotel for you. Please stay connected.


Sorry for the long wait. [[Kim]] I have a good news! I just got off the phone with the hotel and they approved to cancellation of the reservation with a full refund.

Please allow me 3-5 minutes more to process your request.

Thank you for patiently waiting. Upon checking here, your reservation is still outside the penalty window. If you cancel now, the property won't charge you.

Shall we proceed with the cancellation?


The refund will be processed within 24 hours but it can take up to 7-10 business days to show up on your credit card or bank statement depending on how fast your bank processes refunds.


Good news, there's no penalty fee or price difference to change your reservation! Would you like to continue with this change?


Hold
As per checking, your reservation is now on the penalty window of the hotel's policy. No worries! I will call the property and negotiate with them to waive your penalties. I just want to set your expectations that it is within the hotel's approval. Once approved, I will proceed with the cancellation/changes, alright?
If customer agreed
You're welcome! I will contact the Hotel now for you. Kindly wait for about 3-5 minutes. While waiting, Please don't close our chat window or switch over the screen to avoid disconnection and to start over in the queue. I'll be right back to you as soon as I can.
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CLOSING


Thank you for contacting chat support. I have taken up enough of your time and I'm glad to do my best to help. I am now closing this chat. Have a wonderful day.


If you have any more questions or if there's anything else you'd like to know, please feel free to ask. I am here to help and provide you with the best experience possible.


No problem, do you have other questions? I am happy to help.

I understand. Thank you for your efforts. I apologize for any inconvenience I may have caused

Is there another concern I can assist you with today?

My pleasure to assist a customer like you. I hope you are satisfied with my service today, is there anything else I can help you with?


It was my pleasure assisting you today - thanks for getting in touch with us. Have a good day and take care! Bye now.

You're very much welcome. It's been a pleasure to have this chat with you, thank you for chatting with us. Have a great day and Stay safe always. Bye for now.


I am genuinely sorry if this is not what you have expected however do you have any other concerns that I can assist you with?


[[Nilsu ]] Before I let you go, I just want to thank you real quick for giving me your valuable time to assist you today and trusting us with your business. Again, my name is [[Ryan]] Thank you for chatting, and enjoy the rest of your day.

You're very much welcome. It's been a pleasure to have this chat with you, thank you for chatting with us. Have a great day and Stay safe always. Bye for now.

You're welcome. I'm sorry we're not able to resolve this to your preference. Thank you for chatting and enjoy the rest of your day.








ADD NIGHTS

I am sorry but as per checking your itinerary, it says here that your reservation's cancellation window has already expired.

Meaning to say, it is no longer changeable but I do have a suggestion to get around the penalty so that you won't be charged extra for this reservation, would you like to hear about it?

Great! Here's my suggestion for you. Since you'd like to add 1day for this reservation, please create a new reservation from 14-15 with the same room type. Afterward, I kindly ask you to directly contact the hotel so that they will be able to merge your original with the new itinerary.
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WAIVER DENIED

Thanks for your patience, I've spoken with the front desk and asked for one one-time courtesy. I tried my very best to convince them that we could process a refund/ cancel the reservation the hotel denied our request, and they stick to their policy.

I understand your situation if I have access to waive the penalty, I'm more than willing to do that. However, there are restrictions that we can't bend since the hotel is the one who imposed the policy.

We know this is disappointing. We always try to advocate for flexibility for our travelers, but our suppliers often have strict rules and restrictions around their bookings, and there's nothing more we can do in this case.

Please understand that you’ve got the lowest rate available when you make this reservation. And this comes with restrictions. We have 2 options. Just so you won’t lose the value of your money spent. Keep the reservation as it is. Or have someone you know to take over the reservation. The only change we can make is change the name of the guest who will be using the room.

We know that the resolution provided is different from what you expected. Our apologies will not suffice for what transpired on your trip.

As much as we wanted to fulfill your request, please note that Hotels.com / Expedia.com is subject to the rules and restrictions of our vendors, and we do not have the authority to change or override their policies.

I do apologize if I may not be able to resolve your concern for today.

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CREATE SR

I tried to call the hotel several times but they are not available as of this moment, their business hours are close. No worries, I will take care of it myself and find a solution as soon as possible.

I know your precious time is really important so I will also mark this request as urgent within 24 hours, I will update you on your email at [email protected] within 24 hours.

Thanks for patiently waiting. I tried to reach out to the hotel several times however their line is busy. Let me follow up by calling the hotel later about your request. And get back to you by email with the hotel's decision within 72 business hours, but as soon as we hear from them, we will update you immediately.

You can receive it within 24 hours. However, if it does not arrive within 24 hours. Please allow 72 hours as we may have a large number of requests that need to be followed up by our specialized team.

No worries, I have sent ticket request for our team to follow up and get in touch with the hotel.

Thank you for being on hold. This is to inform you that the manager is not available to waive the penalty. I am genuinely sorry for the inconvenience caused. Nothing to worry about, we’ll be working on your request and get back to you via email with the Hotel’s decision within 72 hours,

As soon as we receive the answer from the hotel, we will send you an email update right away!
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ADD REWARDS

I have noticed that you have booked this reservation through a guest account and not properly logged in to the original account upon booking.

Nothing to worry I will manually adjust the rewards for you. Please give me 2-3 minutes to work on this. Thank you!

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CARD COLLECT

I need to talk to you on the phone, but I don’t speak your preferred language. We have been using machine translation during this conversation. Are you comfortable speaking in English?


OK. Can you please call this regional support number so you can speak to an agent in your preferred language? 69 380 789 320 . They are available 5 days Monday-Friday
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FLIGHT SPIEL

LCC
Thanks for reaching out. Let me put you in touch with [[Azul Airlines]].

Unlike other airlines, [[Norwegian Air Shuttle]] handles all customer service requests directly after purchase.


Please contact [[Norwegian Air Shuttle]] at [[00 47 21 49 00 15]]. and provide them with confirmation [[TK24CN]] and they will get you taken care of. I'm sorry that I can't help you directly.


VOID
(customer name) as per checking here, your reservation is still within the courtesy cancellation window. We are not allowed to do any modification within this window. We can only cancel the current booking and rebook a new one. You may wait for this window to be over to process the changes, but the normal policy of the flight will apply. Any possible difference in fare will apply.

We can cancel the current booking without any penalty. The amount of your ticket is currently a pre-authorization at the moment and not an actual charge. Once we process the cancellation, there will be no refund but a release of the hold on your card only. You may also try to coordinate with your bank to expedite the drop-off. Would you like to proceed with the cancellation?