Booking Amendment and Special Requests Quiz

What should customers be informed about when making a White Label booking?

• Amendments are allowed regardless of price

• No amendment is supported

• Amendments can be made for a fee

• Amendments are only allowed for credit card payments

What is the recommended action if a customer insists on amending a booking?

• Cancel the booking immediately

• Rebook and then cancel the original booking

• Proceed with the amendment without any checks

• Inform them that no amendments are allowed

Which payment method allows for amendments but is discouraged?

• Credit card only

• Cash

• Debit card

• Points

What type of amendment is supported if the property allows it?

• Cancellation

• Date change

• Name amendment

• Room type change

What should be done if a customer requests to add breakfast to their booking?

• Inform them it is included

• Contact the property for details

• Automatically add it to the booking

• Cancel the booking

What is the golden rule of special requests?

• All requests must be confirmed in writing

• All requests are guaranteed

• Requests are subject to availability

• Requests can incur no charges

What should be done if a booking is not honored due to overbooking?

• Offer a free cancellation

• Inform the customer to wait

• Select 'Reservation Not Honored' contact reason

• Cancel the booking without notice

What is a double charge?

• A charge for a booking modification

• A charge that is refunded

• A charge that occurs when a hotel charges a guest again for the same reservation

• A charge for additional services

What should agents do before handling a double charge case?

• Ask the customer for their booking history

• Contact the hotel directly

• Ignore the customer's request

• Request proof of the erroneous charge

What is the first step if a customer is double charged by a White Label partner?

• Inform the customer to contact their bank

• Check if there is a duplicate booking

• Request a refund immediately

• Cancel the booking