HOTEL

RESERVATION

BM OUTSOURCING
TOOLS FOR HOTEL
RESERVATION
ACCOUNT
HOTELPLANNER WEBSITE
GOOGLE CHROME
GOOGLE MAPS
PARTS OF THE
HOTELPLANNER
HOMEPAGE
HOMEPAGE

DIALER
TO RECEIVE CALLS
AND DO THE
RESERVATION
PROCESS
HOMEPAGE

MY BOOKINGS
TO VIEW THE
ACCOUNT’S
BOOKINGS
HOMEPAGE

GROUP & LONG

STAY REQUEST
TO VIEW THE
GROUP & LONG
STAY BOOKINGS
HOMEPAGE

REMINDER:
AGENT ARE NOT
ALLOWED
GROUP & LONG
STAY REQUEST TO ACCEPT
GROUP & LONG STAY
TO VIEW THE
GROUP & LONG
STAY BOOKINGS
REQUEST
HOMEPAGE

MY ACCOUNT
THE DETAILS OF
THE LOG INS
HOMEPAGE

FAQs
FAQs ABOUT THE
WEBSITE
HOMEPAGE

TRAINING
OWN TRAINING
VIDEOS OF THE
WEBSITE.
WATCH EACH
VIDEOS FOR MUCH
MORE HELPFUL
INFORMATIONS.
HOMEPAGE

VIEW
RESERVATION
TO VIEW THE
CUSTOMER’S
EXISTING
RESERVATION.
HOMEPAGE
REMINDER:
AGENT ARE NOT
VIEW
ALLOWED
RESERVATION TO VIEW
TO VIEW THE
CUSTOMER’S
OR ACCESS AN
EXISTING
RESERVATION. EXISTING
RESERVATION
HOMEPAGE

FEEDBACK
WHERE QA’S
FEEDBACK ON
AGENT’S CALLS IS
POSTED
HOMEPAGE

BOOK A FRIEND
AGENT CAN USE
THIS IF THEY
KNOW SOMEONE
WHO WANTS TO
BOOK A
RESERVATION TO
WITH THEM
HOMEPAGE

REMINDER:
NOTIFY THE TEAM
BOOK A FRIEND LEADER BEFORE
YOU CAN USE
THIS IF YOU
KNOW SOMEONE
MAKING A
RESERVATION UNDER
WHO WANTS TO
BOOK A

“BOOK A FRIEND”
RESERVATION TO
YOU
 HOMEPAGE
TO PROCEED
IN “HOTEL
CITY AND STATE LIST”

CHECK IN/OUT DATE OF NO. OF ROOMS

THE RESERVATION
HOTEL LIST
HOTEL LIST STAR RATING OF
THE HOTELS

TO SEARCH THE
NAME OF THE
TO ADJUST THE HOTEL
PRICE RANGE
ACCORDING TO
CUSTOMER’S
BUDGET
5/5 GUEST
REVIEWS

FILTERS
TO FILTERED OUT TO FILTER THE
THE SPECIFIC
AMENITIES THAT
CUSTOMER’S THE CUSTOMER
REQUEST ARE LOOKING
FOR
HOTEL LIST
CITY AND CHECK
STATE/FULL IN/CHECK OUT
ADRESS OF THE NO. OF ROOMS
HOTEL DATE

“QUICK
SEARCH” TO
AAA MEMBER/SENIOR APPLY THE
DISCOUNTS/MILITARY/GOVERNMENT DETAILS THAT
RATES/BUSINESS TRAVELER = DISREGARD THE AGENT
PLACED
HOTEL LIST

“SORT BY” BAR

TO SORT THE
LANDMARK, ZIPCODE
OR ADDRESS, PRICE,
STARS, NAME, BEST
SAVINGS IN ORDER.
IT MIGHT BE
ARRANGED FROM
LOWEST TO HIGHEST
OR ALPHABETICAL
ORDER
HOTEL LIST
NAME OF THE GENERAL PRICE
PARTS OF THE HOTEL HOTEL OF THE HOTEL
INFORMATIONS IN
HOTEL LIST

> STAR RATING OF THE HOTEL

> FRONT DESK NO. OF THE HOTEL
> GUEST REVIEW TO THE
> FULL ADDRESS OF THE HOTEL HOTEL
> DISTANCE OF THE HOTEL FROM THE > CONTINUE TO VIEW THE
ADDRESS THAT THE AGENT INPUT IN HOTEL PAGE
“WHERE?”
> SUMMARIZED INFORMATION OF THE HOTEL
HOTEL PAGE
HOTEL PAGE
NAME OF THE NEAR EXIT AND
HOTEL INTERSTATE ON
THE HOTEL

NEAREST
LANDMARK
AI - TO QUICKLY SEARCH
THE INFORMATIONS OF THE
HOTEL
BELOW SHOWS THE
ANSWER IN A WAY OF
SPIEL
HOTEL PAGE

> VIEW MAP - TO BE DIRECTED TO THE MAPS IN HOTEL PAGE WHERE NEAREST LANDMARKS SHOWN
> FRONT DESK NO. - TO TEXT THE FRONT DESK NO. OF THE HOTEL
> HOTELS WEBSITE - TO BE DIRECTED TO HOTEL WEBSITE
> GOOGLE - TO BE DIRECTED TO GOOGLE SEARCH
>GOOGLE MAPS - TO BE DIRECTED TO GOOGLE MAPS
> PET FRIENDLY? , POOL OPEN?, HIGHWAY EXIT - TO BE DIRECTED IN GOOGLE SEARCH
HOTEL PAGE TO BE DIRECTED
TO ROOM LIST

NEAREST
LANDMARK FREQUENTLY
ASKED
AMENITIES ON
THE HOTEL
HOTEL PAGE NO. OF
CHILDREN
WHO WILL
NO. OF ADULTS BE
CHECK IN/ WHO WILL BE CHECKING
CHECK OUT CHECKING IN IN (MUST
DATE OF THE BE 12 Y/O
CUSTOMER OR UNDER)

NO. OF ROOMS
THAT THE
CUSTOMER TO BE ABLE TO
NEEDS SHOW THE
AVAILABLE
ROOMS BASED
ON THE
INFORMATIONS
THAT THE
AGENT INPUT
ON THIS BAR
HOTEL PAGE NO. OF
CHILDREN

REMINDER:
WHO WILL
NO. OF ADULTS BE
CHECK IN/ WHO WILL BE CHECKING
CHECK OUT CHECKING IN IN (MUST
DATE OF YOUR BE 12 Y/O
CUSTOMER OR UNDER)

AGENT MUST ALWAYS CLICK

THE “UPDATE SEARCH” EVERY
TIME THAT THEY ARE
NO. OF ROOMS

CHANGING THE
YOUR
CUSTOMER TO BE ABLE TO
NEEDS SHOW THE
AVAILABLE

INFORMATIONS ON THIS BAR ROOMS BASED

ON THE
INFORMATIONS
THAT YOU’VE
INPUT ON THIS
BAR
HOTEL PAGE
FILTERS FOR
ROOM LIST

AAA CLUB, SENIOR RATES,

MILITARY/GOVT TICK BOX = DISREGARD

TO FILTER THE TO FILTER

TYPE OF TO FILTER
CANCELLATION THE BED THE
TYPE PAYMENT
TYPE
HOTEL PAGE
FILTERS FOR
ROOM LIST REMINDER:
“ALWAYS FILTER
THE PAYMENT
TYPE TO “PAY
NOW
AAA &
CLUB, SENIOR SAVE”
RATES,
MILITARY/GOVT TICK BOX = DISREGARD
BEFORE
SELECTING A
TO FILTER THE
TYPE OF
CANCELLATION
TO FILTER
THE BED
TO FILTER
THE
ROOM”
TYPE PAYMENT
TYPE
HOTEL PAGE TO SELECT THE
ROOM AND TO BE
“MORE” - TO VIEW INITIAL PRICE OF DIRECTED TO
NAME AND TYPE MORE INFORMATIONS THE ROOM “BILLING PAGE”
OF ROOM/BED ABOUT THE ROOM

ESTIMATED PRICE
OF THE ROOM

“PAY NOW” - INDICATOR

CANCELLATION POLICY
PARTS OF OF THE ROOM
FOR THE AGENT THAT IT
IS A PAY NOW ROOM
ROOM LIST
HOTEL PAGE TO SELECT THE
ROOM AND TO BE

REMINDER:
“MORE” - TO VIEW INITIAL PRICE OF DIRECTED TO
NAME AND TYPE MORE INFORMATIONS THE ROOM “BILLING PAGE”
OF ROOM/BED ABOUT THE ROOM

ALWAYS CHECK THE INDICATOR IF IT IS A

PAY NOW ROOM BEFORE
ESTIMATED PRICE
SELECTING A
OFROOM.
THE ROOM

PAY AT HOTEL ROOM IS NOT ALLOWED TO

BOOK
“PAY NOW” - INDICATOR
CANCELLATION POLICY
PARTS OF OF THE ROOM
FOR THE AGENT THAT IT
IS A PAY NOW ROOM
ROOM LIST
HOTEL PAGE

IF THIS SHOWS ON THE ROOM LIST, IT

MEANS THE HOTEL IS FULLY BOOKED ON
THE DATE THAT IS PLACED.
HOTEL PAGE

MAPS
NEAREST
LANDMARKS
ON THE HOTEL

GUEST
REVIEWS
HOTEL PAGE

PROPERTY
DESCRIPTION
OF THE HOTEL
NEAREST
LANDMARKS
WAS ALSO
SHOWN HERE
HOTEL PAGE

EVERY
AMENITIES ON
THE HOTEL IS
LISTED HERE
FAMILIARIZE
WHAT TYPE OF
INFORMATION
WAS LISTED
HERE
HOTEL PAGE

PET
INFORMATION
ON THE HOTEL

THIS IS WHERE THE

FEES LOCATED
REGARDING WITH
THE AMENITIES
THAT THE CX
WANTS
HOTEL PAGE

ALL OF THE INFORMATION

THAT WAS DISCUSSED ABOVE
HAS A SHORTCUT OR
CLICKABLES ON THE LEFT
PART OF THE HOTEL PAGE
BY CLICKING THIS, IT WILL BE
DIRECTED RIGHT AWAY ON
THE SPECIFIC INFORMATION
THAT THE AGENT IS LOOKING
FOR
BILLING PAGE
BILLING PAGE
NAME OF THE HOTEL AND FULL ADDRESS

NO. OF ROOMS, NO. OF NIGHTS, NO. OF

GUEST
NAME AND TYPE OF ROOM/BED

RATE PER NIGHT OF THE ROOM

BREAKDOWN OF THE PRICE

TOTAL PRICE OF
THE ROOM

INDICATOR IF
THE ROOM THAT
INITIAL RECAP THE AGENT
SELECTED IS PAY
NOW ROOM
BILLING PAGE
GUEST NAME

PHONE NO. OF THE GUEST (DON’T

REMOVE THE COUNTRY CODE (+1) )
EMAIL OF THE GUEST

IF THE CUSTOMER HAS A

SPECIAL REQUEST THAT THE
AGENT CAN’T GUARANTEE, THE
REQUEST MUST BE PLACED ON
THIS PART

GLOBAL PRIVILEGES =
DISREGARD

GUEST DETAILS
BILLING PAGE
NO EMAIL OPTION =
IF THE CX CAN’T
PROVIDE ANY EMAIL

SPECIAL REQUEST
NOTE PART

GUEST DETAILS
BILLING PAGE

REMINDER: NO EMAIL OPTION =

IF THE CX CAN’T
PROVIDE ANY EMAIL

NO EMAIL OPTION IS JUST A LAST RESORT

AGENT MUST ASK THE CX FIRST IF THEY
SPECIAL REQUEST
CAN BORROW THEIR FRIENDS, FAMILIES
NOTE PART

OR RELATIVE’S EMAIL.

GUEST DETAILS
BILLING PAGE

HOTELPLANNER VOUCHER -
AGENT CAN APPLY THE CUSTOMER’S VOUCHER AS
LONG AS IT IS A HOTELPLANNER VOUCHER AND IT
IS NOT USED. THIS WILL AUTOMATICALLY LESSEN
GUEST DETAILS THE TOTAL PRICE OF THE ROOM ONCE APPLIED.
BILLING PAGE
CREDIT CARD HOLDER
BILLING ADDRESS OF THE
CARD
ZIP CODE OF THE ADDRESS

CREDIT CARD
METHOD/PROCESS

BILLING DETAILS
BILLING PAGE

TYPE IT METHOD
> CX WILL TYPE THE CREDIT CARD NO. ON
THEIR DIAL PAD THEN THEY NEED TO PRESS
POUND SIGN/HASHTAG SIGN FOR IT TO
REFLECT ON THE SYSTEM
> SAME PROCESS ON INPUTING THE
EXPIRATION OF THE CARD
> CVV - AGENT WILL ASK IT VERBALLY AND
THEY ARE THE ONE WHO WILL INPUT IT

CREDIT CARD
METHOD/PROCESS
BILLING PAGE

TEXT IT METHOD
> AGENT WILL TEXT A PAYMENT LINK AND
THE CX NEEDS TO ACCESS IT FOR THEM TO
BE ABLE TO INPUT THEIR CREDIT CARD NO.
> EXPIRATION DATE - AGENT WILL ASK IT
VERBALLY AND THEY ARE THE ONE WHO
WILL INPUT IT
> CVV - AGENT WILL ASK IT VERBALLY AND
THEY ARE THE ONE WHO WILL INPUT IT

CREDIT CARD
METHOD/PROCESS
BILLING PAGE

APPLE PAY OR GOOGLE PROCESS

> CUSTOMER WILL JUST CLICK THE
PAYMENT METHOD THEY HAVE(APPLE PAY
OR GOOGLE PAY) AND IT WILL
AUTOMATICALLY APPEAR ON OUR SYSTEM
> CUSTOMER DON’T NEED TO TYPE THE
CREDIT CARD NO. ANYMORE ON THE SITE

CREDIT CARD
METHOD/PROCESS
BILLING PAGE

SAY IT METHOD
> AGENT WILL TRANSFER THE CX ON A
VOICE IVR LINE WHERE THE CX WILL SAY
THEIR CREDIT CARD NO. . AFTER THAT,
THEY NEED TO PRESS THE POUND
SIGN/HASHTAG SIGN FOR THEM TO BE
ABLE TO GET BACK ON THE AGENT’S LINE
> EXPIRATION DATE - AGENT WILL ASK IT
VERBALLY AND THEY ARE THE ONE WHO
WILL INPUT IT
> CVV - AGENT WILL ASK IT VERBALLY AND
THEY ARE THE ONE WHO WILL INPUT IT

CREDIT CARD
METHOD/PROCESS
BILLING PAGE
FREE GIFT - MUST BE
OFFERED ALWAYS ON THE
CUSTOMER

ERP OR ENHANCED REFUND

PROTECTION -
FOR THE CUSTOMERS TO BE ABLE TO
GET THE FULL REFUND IF THEY WILL
CANCEL IT (EXCLUDING THE
PROTECTION FEE)

“REFUNDABLE IF THEIR CANCELLATION

REASON WAS ON THE LIST”
BILLING PAGE

REMINDER:
FREE GIFT - MUST BE
OFFERED ALWAYS ON THE
CUSTOMER

ERP MUST BE TURNED ON BEFORE

ERP OR ENHANCED REFUND
PROTECTION -
DISCLOSING THE INITIAL RECAP
FOR THE CUSTOMERS TO BE ABLE TO
GET THE FULL REFUND IF THEY WILL
CANCEL IT (EXCLUDING THE
PROTECTION FEE)

“REFUNDABLE IF THEIR CANCELLATION

REASON WAS ON THE LIST”
BILLING PAGE

THE PART WHERE THE AGENT WILL

VERIFY ALL THE INFORMATIONS TO THE
CUSTOMER BEFORE COMPLETING THE
RESERVATION

MANDATORY
RECAP
BILLING PAGE

REMINDER:
MANDATORY
THE PART WHERE THE AGENT WILL
RECAP IS
VERIFY ALL THE VERBATIM.
INFORMATIONS TO THE READ IT AS IS.
CUSTOMER BEFORE COMPLETING THE
RESERVATION

MANDATORY
RECAP
 HOTEL
RESERVATION
SCRIPT
1ST PROCESS

OPENING SPIEL:
Thank you for calling reservations this is (Your Name) what can I book for you today?

*ASK FOR YOUR CUSTOMER’S INITIAL INFORMATION*

1. Before we continue, may I ask your name first so that I can address you properly?

2. May I ask the city and state you want to check in?

3. May I ask the check in and check out dates?

4. May I ask the name of your preferred hotel?

2ND PROCESS
CHECK FOR THE AVAILABILITIES:
1. One moment let me just check the availabilities of your preferred hotel

2. Thank you for patiently waiting, upon checking the availabilities I have you here the (name

of hotel) located at (address of the hotel)

ONCE YOU’VE FIND YOUR CUSTOMERS PREFERRED HOTEL:
1. Just to verify, your check in date will be on (check in date) and the check out date will be
on (check out date)
2. May I ask how many guests will be staying?
3. May I ask how many beds do you prefer?
4. Let me just check if your preferred room is available, please bear with me
3RD PROCESS
BILLING PAGE AND RESERVATION PROCESS:

**ONCE YOU’VE SELECTED A ROOM FOR YOUR CUSTOMER, TURN ON THE

ENHACED REFUND PROTECTION FIRST**

1. Thank you for patiently waiting, they have an availability for your preferred room type so let me do an
initial recap of your reservation.
2. You are trying to check in at (name of hotel) located at (address of hotel). Your arrival date will be on
(check in date) and your departure date will be on (check out date). You have (number of room) for
(number of nights) for (number of adults). Your room will be a (type of room). The total cost of the
reservation including the taxes and fees will be (total cost of the reservation). May I have the name under
this reservation?
3RD PROCESS
BILLING PAGE AND RESERVATION PROCESS:

3. May I have your phone number for me to send the confirmation code?
4. May I have your Active Email Address for me to send the itinerary?
5. Let’s Proceed to the billing details. May I ask, are you the card holder for this reservation?
6. Do you have any middle initials on the name registered on the card?
7. May I have the billing address registered on the card?
8. May I have the zip code?
3RD PROCESS
BILLING PAGE AND RESERVATION PROCESS:
CARD NUMBER PROCESS:
Type it:
-Ok, next I'll need you to type in your credit card number using your phone's numeric keypad followed by the
pound sign (#) when complete. Do you have your credit card ready so I may start the process? Are you ready?
Text It:
-We will text you a secure payment link. When you click on it you will enter your credit card number or use
Apple Pay or Google Pay, and we can complete your reservation. One moment while I send that to your
phone.
Say it:
-Ok, next I'll send you to our Voice IVR where I will need you to say your credit card number and push the
pound sign (#) when complete. If at any time you need to return to me, please say Cancel and wait silently
until the transfer is complete. Do you have your credit card ready so I may start the process? Are you ready?
3RD PROCESS
BILLING PAGE AND RESERVATION PROCESS:
Free Gift Add On:
Good news, this rate qualifies you for a free gift of your choice

Choices:
$25 restaurant.com credit
$20 animal rescue donation on us
30% off AMC movie tickets
$25 TicketNetwork credit for sports/events/concert tickets

Which one do you prefer?

3RD PROCESS
MANDATORY RECAP:
"Before I continue, let me recap one more time. We have you checking in at ..." (Name of hotel)
(Address of the hotel)

Checking in on (Check in date) and out on (Check out date). You have (no. of rooms) for (No. of nights). Charged
now for a total of (total cost of the reservation) including taxes and fees. Your room is a (type of room).

Your cancellation policy is (cancellation policy).

This reservation includes our Enhanced Refund Protection. This (protection fee) refund protection makes your
reservation protected if unforeseen circumstances happen and you are unable to attend due to reasons including
Injury/Illness, Travel Interruptions and many others.

Does everything sound correct as I just covered it?

4TH PROCESS
CLOSING SPIEL:

Perfect! Now your reservation has been confirmed. I already texted and emailed you the
itinerary and the confirmation code. Again, your check in date will be (Check in date) and the
check in time will start at (Check in time). Your check out will be on (Check out date) at exactly
(check out time).

Do you already received the confirmation code?

Thanks for having a business with us. Have a nice day ahead!
DIFFERENT TYPE OF PROCESS

LOCATING OF THE CUSTOMER’S PREFERRED HOTEL

OFFERING NEARBY HOTEL IF THE PREFERRED HOTEL IS FULLY
BOOKED OR THE CUSTOMER LOOKS FOR A BETTER PRICE
MULTIPLE TRANSACTIONS
CHECKING DISTANCE USING HOTELPLANNER AND GOOGLE
MAPS
FAQs AND
REBUTTALS
FAQs AND REBUTTALS

AM I CALLING THE
HOTEL DIRECTLY?
This is the hotel
reservations and we
book directly at this
hotel as well as with
many other hotel
brands.
FAQs AND REBUTTALS

CAN I PAY AT THE

HOTEL? We only accept pay now
method in order for us to secure your
room. Also, hotels doesn’t accept
walk-ins
Instead, they will advise you to call
again our line (or)
As of now, I see here in my system
that they have limited rooms so if
you will pay at hotel you might not
get any rooms.
FAQs AND REBUTTALS

I HAVE AN
EXISTING
RESERVATION.

ASK WHAT IS
YOUR
CUSTOMER’S
CONCERN FIRST.
FAQs AND REBUTTALS
IF IT IS ABOUT
ICANCELLATION
HAVE AN

OF THEIR EXISTING
EXISTING
RESERVATION.

RESERVATION OR
THEY WILL
MODIFY THEIR
RESERVATION:
FAQs AND REBUTTALS

I HAVE AN
EXISTING
RESERVATION.
No worries ma’am/sir
I’ll transfer you to the
customer support so
that they can
help you with your
reservation.
FAQs AND REBUTTALS

I HAVE AN
EXISTING
RESERVATION.

IF THEY HAVE QUESTIONS

ABOUT THE HOTEL, WE
CAN CATER THEM BY
CHECKING THE
INFORMATION ON THE
HOTEL PAGE.
FAQs AND REBUTTALS

IS OUR CALL
RECORDED?

For security purposes,

this call is not recorded
especially our
customers provides
their card information
FAQs AND REBUTTALS

DO YOU HAVE THE

NUMBER OF THE
FRONTDESK ?

ASK WHAT IS
YOUR
CUSTOMER’S
CONCERN FIRST.
FAQs AND REBUTTALS

DO YOU HAVE THE

NUMBER OF THE
FRONTDESK ?

IF THEY LEFT
SOMETHING AT
THE HOTEL, WE
CAN TEXT THE
FRONT DESK NO.
FAQs AND REBUTTALS

DO YOU HAVE THE

WE ARE NOT ALLOWED
NUMBER OF THE
FRONTDESK ?
TO PROVIDE THE FRONT
I will text you the
DESK NO. VERBALLY
front desk
number.
FAQs AND REBUTTALS

DO YOU HAVE THE

NUMBER OF THE
FRONTDESK ?

IF THE CUSTOMER HAS

A CONCERN DIRECTLY
FROM THE HOTEL THAT
WE CAN’T
CATER/ANSWER:
FAQs AND REBUTTALS

DO YOU HAVE THE

NUMBER OF THE
FRONTDESK ?
As much as I love to
give you the front desk
number, we do not have
access to it but you can
check it on yellow
pages.com or Google.
FAQs AND REBUTTALS

CAN I REQUEST AN
EARLY CHECK
IN/LATE CHECK
OUT? Early check–in is subject to
availability upon request. I
could not guarantee it will be
granted but don’t worry after
this call I will text the front
desk no. so you can verify it
directly at the hotel.
FAQs AND REBUTTALS
WHY THE PRICE
ON THE WEBSITE
IS DIFFERENT
THAN YOU HAVE? The price of the rooms are
changing from time to time
depending on the availability.
The room availability and
prices that you saw is already
sold out. What I have here in
my system is the updated one
that is in-line with the hotel.
FAQs AND REBUTTALS
CAN I USE MY
SENIOR DISCOUNT
, AARP OR
MILITARY
DISCOUNTS? As much as I love to give you
another discounts, I could
only apply one discount at a
time and this is the best price
for your check in and check
out dates
FAQs AND REBUTTALS

IF THE CUSTOMER WILL

ASK WHAT KIND OF
DISCOUNT WE APPLIED: It is the special rate
discount/automated system
discount/exclusive discount.
So may I have the name for
this reservation so that we
can proceed to reserve this
room?
FAQs AND REBUTTALS
VERIFY ALL THE INFORMATIONS OF
YOUR CUSTOMER STARTING FROM
BILLING DETAILS UNTIL CVV BY
SPELLING IT OUT

ASK IF IT’S A DEBIT OR CREDIT

IF CREDIT CARD IF DEBIT, ASK FOR CREDIT CARD
DECLINED: INSTEAD

ASK FOR ANOTHER HOME

ADDRESS
FAQs AND REBUTTALS
VERIFY ALL THE INFORMATIONS OF

LAST RESORT:
YOUR CUSTOMER STARTING FROM
BILLING DETAILS UNTIL CVV BY
SPELLING IT OUT

ASK IF IT’S A DEBIT OR CREDIT

IF CREDIT CARD
DECLINED: ASK FOR IF DEBI, ASK FOR CREDIT CARD
INSTEAD
ANOTHER CREDIT
CARD ASK FOR ANOTHER HOME
ADDRESS
FAQs AND REBUTTALS

I WILL USE MY
REWARD POINTS.
We are only accepting credit
card for us to make you a
secured reservation here.
However, don’t worry
because I can definitely add
some points in your reward
card. May i have your
reward no. ?
FAQs AND REBUTTALS

AGENT CAN’T FIND

THE HOTEL:

THE HOTEL MIGHT BE

FULLY BOOKED. OFFER
A NEARBY HOTEL
FAQs AND REBUTTALS

WHERE ARE YOU

LOCATED?

We are not allowed to

disclose any information
but we are from the
west coast.
*THEN PROCEED TO YOUR FOLLOWING STATEMENT
/QUESTION*
FAQs AND REBUTTALS

CAN AGENT OFFER AN

ACCESSIBLE OR
HANDICAPPED ROOM?
AGENT CAN’T OFFER OR SELECT THE
ACCESIBLE ROOM RIGHT AWAY.
THIS CAN BE ONLY OFFERED IF IT IS
THE LAST ROOM AVAILABLE ON THE
ROOM LIST.
ALSO, THIS MUST BE DISCUSSED TO
THE CUSTOMER SPECIALLY ON WHAT
TYPE OF ROOM IS THIS AND THEN
WAIT FOR THEIR CONFIRMATION IF
IT’S FINE WITH THEM.
FAQs AND REBUTTALS

IF THE CUSTOMER IS
REQUESTING FOR
ACCESSIBLE OR
HANDICAPPED ROOM:
AGENT CAN BOOK IT EVEN
IF IT’S NOT THE LAST
ROOM AVAILABLE SINCE IT
IS REQUESTED DIRECTLY
BY THE CUSTOMER
FAQs AND REBUTTALS
I WILL BOOK A CHECK FOR THE EXTENDED PARKING/
LONG TERM PARKING/ PARK & FLY
ROOM FOR A INFORMATION OF THE HOTEL.
NIGHT AND THEN I IF THERE IS, DISCUSS THE INFO AND
WILL LEAVE MY RATES.
CAR FOR COUPLE IF NONE,OFFER ANOTHER HOTEL THAT
OF DAYS. HAS THIS KIND OF AMMENITY.

EXTENDED PARKING IS, CUSTOMER WILL

BOOK A ROOM RESERVATION FOR 1
NIGHT (OR MORE THAN) AND THEN
THEY’LL LEAVE THEIR CAR FOR A COUPLE
OF DAYS THAT IS LONGER FROM THEIR
STAY AT THE HOTEL.
THIS IS COMMON ON THOSE CUSTOMER
THAT HAS AIRPLANE FLIGHT.
FAQs AND REBUTTALS

WHERE ARE YOU

LOCATED?

We are not allowed to

disclose any information
but we are from the
west coast.
FAQs AND REBUTTALS

I WANT TO BOOK
A ROOM WITH
BALCONY.

CHECK THE AVAILABLE ROOMS ON THE

ROOM LIST. IT IS INDICATED ON THE
NAME OF THE ROOM.
FOR EX.
FAQs AND REBUTTALS

I WANT TO BOOK
THIS
A ROOM WITHIS JUST THE SAME IF
THE CUSTOMER WANTS A
BALCONY.
ROOM WITH
JACUZZI/WHIRLPOOL/
CHECK THE AVAILABLE ROOMS ON THE
JETTED TUB. ROOM LIST. IT IS INDICATED ON THE
NAME OF THE ROOM.
FOR EX.
FAQs AND REBUTTALS
REFER THE
CUSTOMER TO
HOTEL DIRECTLY
IF:
IF THE CUSTOMER WILL ASK FOR THE FRONT DESK NO. AGENT
MUST SAY THAT IT IS ON THE YELLOPWGAES.COM OR GOOGLE
FAQs AND REBUTTALS
THE CUSTOMER WANTS TO BOOK FOR
RESTAURANT RESERVATION.
THE CUSTOMER WANTS TO BOOK A BLOCK OF
ROOMS FOR AN EVENT.
THE CUSTOMER WANTS TO CALL PEOPLE AT THE
HOTEL DIRECTLY
THE CUSTOMER HAS COMP ROOMS (FREE OR
COMPLEMENTARY ROOMS).
THE CUSTOMER WANTS SOME INFO ABOUT
CONFERENCE ROOMS , BALL ROOMS OR ANY INFO
WE DO NOT HAVE ACCESS.
THE CUSTOMER WILL BOOK A RESERVATION
USING FEMA
THANK YOU FOR
JOINING!