Notes

Cancelation outside penalty - refundable
Hello. Thank you for reaching out to Expedia.com/Hotels.com. This is Truc (Bamboo), What can I do to make your experience great today?
I see you want to cancel the booking, Am I correct?
Just for confirming, Is this regarding your reservation at ... .on….?
Perfect, I’ve got the details.
Please allow me 3 - 5 minutes to check the details to better assist you - Please keep the chat window open during checking!
Thank you so much!
Thank you for your patience, …. Upon checking, I see that your reservation is outside penalty and refundable. If you do any change or cancel, it will result in no charges.
But before that, May I know the reason why you want to cancel it...?
I'm really sorry to hear that. I’ll help you cancel it right now. Please allow me a few more minutes to process this.
Your reservation has been successfully canceled, and you will receive a confirmation email at [email protected] shortly.
You're very welcome,....
Is there anything else I can assist you with today?
Self-service
End chat!
Cancelation inside penalty, non-refundable
Hello. Thank you for reaching out to Expedia.com/Hotels.com. This is Truc (Bamboo), What can I do to make your experience great today?
I see you want to cancel the booking, Am I correct?
Just for confirming, Is this regarding your reservation at ... .on….?
Perfect, I’ve got the details.
Please allow me 3 - 5 minutes to check the details to better assist you. Please keep the chat window open during checking!
Upon checking, I see that your reservation is within the penalty period and is non-refundable. If you change or cancel this booking, it will charge equal 1 night
However, I can contact the hotel to request a waiver of the penalty fee for you. Please understand that while I can make this request, the final decision is up to the hotel's management.
May I ask why you need to cancel your reservation? Knowing the reason can help when I speak to the hotel
I'm really sorry to hear that. I'll contact the hotel and explain your situation to request a waiver of the penalty fee. Please allow me a few more minutes to make this call. I'll be right back with an update.
Hotel agree to waiver
Thank you for your patience.
GOOD NEWSSSI have spoken with the hotel, and I’m pleased to inform you that they have agreed to waive the penalty fee. Your reservation has been successfully canceled, and you will receive a confirmation email at [email protected] shortly. Is there anything else I can assist you with today?
You're very welcome! If you need further assistance, please don't hesitate to reach out. Have a great day!

Hotel didn’t agree to waiver
Thank you for your patience. I have spoken with the hotel and explained your situation in detail. I told them about your [reason for cancellation], and how important it is for you to cancel this reservation without incurring any fees. I emphasized that you really did not expect or want this to happen.
I truly understand how frustrating and inconvenient this must be for you. Unfortunately, despite my best efforts to convey your situation and request a waiver, the hotel has decided to adhere to their policy and is unable to waive the penalty fee at this time. They have strict guidelines that they need to follow, and it’s beyond their control to make exceptions in this case.
I completely understand your disappointment. This is definitely not the outcome we were hoping for, and I'm genuinely sorry for the inconvenience this may cause you. I wish there was more I could do. If you have any further questions or need assistance with anything else, please let me know. I'm here to support you in any way I can.
I completely understand your disappointment, and I’m truly sorry for this outcome. What I can do now is create a service request for our offline team. They will follow up with the hotel and attempt to negotiate further on your behalf.
This process may take some time, and you can expect a response within 24 to 72 hours. We will do everything we can to assist you further. In the meantime, if there is anything else I can help you with, please let me know.
Please rest assured that we are committed to doing everything we can to assist you.
Change inside penalty and non-refundable
Let me check the availability for those new dates and see what we can do. Please allow me a few more minutes to look into this for you
I’ve checked the availability for the new dates, and I’m happy to inform you that there are rooms available. However, because your current reservation is within the penalty period, there might be additional charges or fees for this change. I’ll need to confirm these details with the hotel. Please hold on for a moment while I do that.
There will be an additional charge of [Amount] for making this change. Shall I proceed with updating your reservation?
Great, I will process the change for you now. Please hold on for a few moments.
Your reservation has been successfully updated to the new dates. You will receive a confirmation email shortly. Is there anything else I can assist you with today.
Change booking outside penalty and refundable
Hello, thank you for reaching out to Expedia.com. This is Truc (Bamboo), How could I assist you to bring your smile today?
Thank you for your patience. I’ve checked the availability for your new dates. I’m glad to inform you that we have availability for the new dates you mentioned. However, there may be a difference in rates depending on the new dates. Let me confirm the current rate and any potential changes for you.
I’ve confirmed the rates for the new dates. There will be a [Additional Fee/Charge] for the change, which is standard for adjustments outside the penalty period. Would you like to proceed with the change? Please confirm, and I will make the necessary arrangements.


Complaint booking

I’m truly sorry to hear about your experience at [Hotel Name]. That’s definitely not the level of service we want for our customers. I completely understand why you’re upset about this, and I want to extend my sincerest apologies on behalf of the hotel.
It must have been very frustrating for you to arrive at a dirty room and encounter rude staff, especially after a long trip. This is unacceptable and not in line with the standards we expect from our partner hotels.
I assure you that we take your feedback very seriously. I will document all the details you’ve provided and escalate this issue to our offline team and the hotel management. We will investigate this matter thoroughly and work towards a resolution. You can expect a follow-up within 24 to 72 hours.
Once again, I deeply apologize for the inconvenience you’ve faced. We value your feedback and your satisfaction is our top priority. If there’s anything else I can assist you with right now, please let me know.
Probing question:
Could you provide more details about the issue you're experiencing?
Have you contacted the hotel to address this issue?
What steps have you taken so far to resolve this situation?
I'm sorry to hear that. I will reach out to the hotel immediately to address this issue. What kind of resolution are you hoping for?
Chat-flow for following up
Empathy
I understand how frustrating this must be for you.
I’m really sorry to hear about your experience.
That sounds incredibly frustrating and disappointing.
I’m truly sorry for any inconvenience this has caused you.
I understand how important this is to you.
Your concerns are completely valid.
We’ll do everything we can to resolve this for you.
I’m here to help you through this.
I would feel the same way if I were in your shoes.
It’s perfectly understandable to feel that way.
I’m truly sorry to hear about the poor service you received at the hotel. That’s definitely not the experience we want for our customers. I’ll address this with the hotel management immediately.
I understand how alarming it is to arrive and find that your reservation isn’t on file. Let me investigate this right away and ensure we get you checked in as soon as possible.
I know it’s upsetting to face penalty fees when canceling your reservation due to unforeseen circumstances. I’ll do my best to advocate for you and see if we can get those fees waived.
Self-service