Confirmation Page Unclear Flashcards
(22 cards)
What is the Confirmation Page?
All the places where the customer sees a booking summary, including the payment completion page, confirmation email, and booking management page.
What should be done if the information on the Confirmation Page is incorrect or missing?
The internal team can adjust it based on the information provided by the hotel.
What is the first step in the investigation process for incorrect information?
Investigate to determine if the fault is on the customer’s end or Vio.com’s end.
What tool should be checked to see what information was displayed during the booking process?
FullStory (FS).
What should be done if the customer is at fault for incorrect information?
Provide an explanation where applicable and reinforce the cancellation conditions.
What are the steps to take if Vio.com or its partner is at fault?
Report, check partners’ portal, call the hotel, and share case details with the relevant team on Slack.
What should be used instead of Personal Identifying Information (PII) when sharing case details?
The customer’s booking ID.
What is the macro used for refund requests related to breakfast not displayed?
Internal::MOR refund.
What should be done if a customer checks in within 24 hours and breakfast is not displayed?
Open a Finance case in the BackOffice for refunds/compensation/relocation.
What is a common issue related to deposit fees?
Customers may not have the funds or the required form of deposit payment.
What should be done if a deposit fee issue arises more than 24 hours before check-in?
Wait for the appointed team to decide who is at fault.
What should be confirmed with the hotel regarding resort fees?
The correct tax value and whether VAT was added.
What is the VAT percentage for Israeli customers?
18%.
What is the VAT percentage for Colombian customers?
19%.
What should be done if a booking is made before 24.3.2025 and the customer complains about VAT?
Refund up to the VAT amount upon receipt of proof of payment at the hotel.
What steps should be taken if the customer is stranded due to incorrect check-in information?
Contact the property to see if they could accommodate the customer or arrange a cancellation free of charge.
What priority level do all Confirmation Page inquiries fall under?
High priority.
What is the first reply time for urgent same-day check-in issues?
5 minutes.
What should be done if the partner does not approve a free cancellation during a deposit fee issue?
Proceed with the Relocation guidelines.
What is a tip for handling recurring issues with Confirmation Page information?
Collect examples and share them with your Senior or manager for investigation.
What should be done if the information displayed on the Confirmation Page is incorrect?
Request a correction of the check-in or check-out hours and forward it to the Hoteliers inbox.
Fill in the blank: If a customer checks in more than 24 hours and there is a breakfast issue, you should wait for the ________ to decide who is at fault.
[appointed team]
