Cancellations

Where can the guest see if he/she needs to pay a deposit for the room they want to book - on the property page?

• In the hotel description on the top of the page

• Beside the room type under the ‘Your choices’ column

• They can not see this information

When a guest is contacting you regarding a booking he wants to cancel. What is your first step?

• Review the cancellation and deposit policy

• Tag with 'cancellation' first

• Ask them for the policy

What action should you take if a partner contacts you to cancel a booking due to an invalid credit card?

• Call the guest to let him know the CC is invalid

• Advise the partner to mark the Credit card as invalid on Extranet

• Nothing, the res will be cancelled

Gerda is sick and is unable to travel. She emailed the request to cancel her booking. Her booking is out of policy. What action do you take?

• Select 'Cancellation' in the 'What is the ticket about?' and follow the TED form

• Advice we can not cancel

• Send an email to the hotel to see if wecan cancel this booking free of charge

What is grace period

• Period that some properties have to cancelled without charge

• When they charge the full amount

• Time the properties take to get the money out of their account

Do we already follow TED for cancellation request

• true

• false

What are the reasons a partner can request a cancellation according to the TED form?

• Credit card is invalid

• Deposit was not paid

• Guest asked the partner

• Because he does not like them

Instead of following TED for cancellations can we call the partner?

• true

• false

A guest is asking if you can re-activate his reservation as he cancelled it by accident

• We can not reinstate reservations

• We will create a new one

• We will reopen the original reservation

When a guest is contacting you regarding a booking he wants to cancel. What is your first step?

• Tag with 'cancellation' first

• Review the cancellation and deposit policy