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Script in Handling Reservation Changes/Cancellation

The guest called to cancel her reservation because her mother was hospitalized after an accident. The reservation agent said she could cancel but would need a medical certificate to receive a 90% refund according to policy. The guest provided her contact details and arrival date. She agreed to email the certificate and the agent cancelled the reservation, saying the refund would be processed within 24 hours.

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3K views1 page

Script in Handling Reservation Changes/Cancellation

The guest called to cancel her reservation because her mother was hospitalized after an accident. The reservation agent said she could cancel but would need a medical certificate to receive a 90% refund according to policy. The guest provided her contact details and arrival date. She agreed to email the certificate and the agent cancelled the reservation, saying the refund would be processed within 24 hours.

Uploaded by

Purple Shines
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Clarence Jayne M.

Rosel
Grade 10 Lipnayan
TLE

Handling Reservation Changes/Cancellation (Script)

Reservation Agent: Goodmorning!, Welcome to Elmar Cabin, This is Clarence speaking from
the reservations, how can I help you?

Guest: GoodMorning! I’m Cristy Rosel. I made a reservation a few weeks ago, Can I cancel
my reservation? Because my mother got into an accident and needed to be hospitalized for
a few weeks.

Reservation Agent: No problem, hoping for you mother’s fast recovery. To cancel the
reservation ma’am Cristy, may I know your contact number and arrival date?

Guest: Yes, of course. My contact number is 09065704864 and I suppose to arrive Oct. 20.

Reservation Agent: I see your reservation on our records ma’am Cristy, but before I cancel it,
you already know our policy that this room is not refundable but if you send me a medical
certificate of your mother, we will send back 90% of your payments in this kind of scenario is
that okay with you ma’am?

Guest: Thank you for your consideration, may I know your email address to send the
medical certificate?

Reservation Agent: Sure ma’am Cristy, [email protected] and your reservation is


already cancelled. We will process your fund and credit the card you use for booking
within 24 hours ma’am. Once that happen your bank will take care of the rest, just know
that it may take them up to seven days to pass the credit to your account and up to two
billion cycles to show your statement ma’am.

Guest: Thank you so much! I will make another reservation as soon as I can.

Reservation Agent: Not a problem ma’am Critsy! It’s been a pleasure to help you.

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