FREQUENTLY ASKED QUESTIONS

Ways to collect a credit card and security measures that can be imposed:

● Type it – using the IVR recording system, the customer will introduce the credit card info using
their phone keypad.
● Text it – Hotel Planner will text the customer a secure payment link. When clicking on it, they will
enter their credit card number.
● Say it - If the customer is driving or can't type in the credit card number for some other reason,
you can use this feature to transfer them away from you temporarily to an automated system that
will allow them to speak their credit card number and then they will be sent back to you when
complete.
They can say "Cancel" at any time to be sent back to you. You will not be able to speak to them
or hear them while they are using this feature.

Click on the following link to how to use the new methods along with some possible troubleshooting
options if needed https://screencast-o-matic.com/u/wzZA/PaymentCapture

What to tell a customer when they ask for a discount when making a group reservation
You have the lowest available rates. (If their link no longer works, it could be that the block of rooms has
been filled)

Requesting smoking rooms

Try to look for hotels that are 2-star rated. Most of them will have smoking rooms.

Pets:

● At the left side of your screen, you have a quick link. Click on it and it will redirect you to the
portion of the page where you’ll be able to see the pet fee.
● Information on pets can be found on the hotel’s website, use CTRL + F and type pet.
● There are third party sites like bring fido that also indicate the pet rules.
● Pet fees will be paid upon arrival.
● Make sure you provide the customer with the specific details for a pet stay for that hotel.

When taking calls make sure:

● Click the screen pop button.

● DO NOT use old windows when doing bookings (If an old window is used, the data from the sale
does NOT connect to our partner portals. Incorrect information on leads will be passed through to
our procurement and marketing teams.)
● Close tabs after a call is completed.
● Agents can not advise clients to email them directly and privately.
Corporate will deactivate you without a warning email.

Prepaid vs non-Prepaid
Pricing changes, sometimes cash list price is cheaper but there are additional fees that get added on.
Prepaid gets you commissions the fastest and largest value.

1
FREQUENTLY ASKED QUESTIONS

Bonus Wheel spin:

Every 3 or 4 prepaid bookings you have during a calendar day, you get to spin a roulette wheel. To spin
the wheel, you must be on “do not disturb” mode.

If you miss to spin a bonus, it will be generated automatically. We can provide you with that information.
Please email [email protected]

What time is check in:

On Hotel Planner, click on the quick link that says “Amenities” and it will provide you the check in/out time.

Standard check in is 3pm (If a customer wants early check in you can submit a special request during the
booking process. BUT early check in is NOT guaranteed and can only be confirmed by the front desk
agent upon arrival and room availability).

What to say if no hotel pulls up on the screen:

● “I book several hotels in the area; are there any specific details you need.”
● “Is there a rate range you had in mind?”
● “Is there a certain town you want to stay in?”
● “Do you have a hotel preference?”
● “Is this for one night or multiple nights?”
● “What are you coming to town for?”
● “Where are you coming in from?”

What if no information pulled up on the screen while starting the call?

“I answer the phone for multiple hotels in the area. Can you tell me the city, state, and name of the hotel?”

What if they want a longer booking?

Need to book another reservation, make sure to put the same room type and double check the hotel.

If you cannot understand the city:

Type it into google in another window. Google search for phonetic spelling is much better than in Hotel
Planner.

Can I get a specific floor? Or a room facing a specific direction.

We can put the request on the reservation but the agent at the check in desk would need to apply a
specific room.

If there is not a room at the hotel they tried to book:

Ask them what price they wanted to pay. Always say hotel name and price with the options.

Final reservation steps:

● Check the box so they can receive a text confirmation of their reservation.
● After hitting the button to confirm booking, sometimes it takes a while to go to the final screen,
you can let them know they will receive an email and text with all the details.

2
FREQUENTLY ASKED QUESTIONS

Customer service-related call or issue:

There is a button to put the notes in for customer service so they can be called.

Pricing is different than when they call.

Pricing is constantly changing due to the number of bookings.
You’re in live inventory.

Rooms that they wanted are no longer available.

Find another hotel nearby, practice navigating new bookings.

Checking amenities
Dogs - some hotels must check weight of dog and extra costs, per night vs per stay.
Some rooms are designated for dogs on some websites, others it is any rooms.

Where are you located? /Are you at the hotel?

● I answer the phone for multiple hotels in the area.

● Booking through online reservations gives you the best rates.
● I live in Texas.

If customer wants to pay at the hotel:

● “You could pay when you get to the hotel, but rates and availability are subject to change. I
cannot guarantee that rate or a room will be available.”
● There is a pay with cash option, but commissions are lower and not guaranteed.

How do I know how far is the hotel from the destination the client is looking for?
Whenever you search for a specific destination, zip code, landmark, etc. The system will filter every hotel
with availability from the closest distance or so on.

What can I say if I do not understand the client’s name or destination?

Say that you cannot listen very well and ask. Thank them for their patience.

What do I do If the client is being rude?

Never take rudeness personally, this behavior is nothing new, try to defuse rudeness with humor,
empathy, and kindness and call them out for being rude to you. If they don’t respond to this, you are not
obligated to keep talking to that person.

Introduction questions:
“Hotel Reservations How may I help you?”

Reservation Questions

● “Which city are you visiting?”

● “When are you planning to stay?”
● “How many dates are you planning to stay?”
● “How many rooms are you going to need?”
● “Do you need a pet friendly hotel?”
● “What amenities are you looking for?”

3
FREQUENTLY ASKED QUESTIONS

Break the ice.

● “How’s your day going?”

● “Good time you called.”
● “I’m just making sure you get the best rates possible.”
● “Just to confirm.”
● “Do you have a pen in handy.”
● “Have a nice day.”

What if a customer does not want to provide their Credit card information?
Confirm that his/her information will not be stored and that is just needed to secure the booking, no extra
charges will be made.
Recording is automatically paused while taking the clients information.

Why do I only have the option to make prepaid bookings?

● “Since hotels have significantly reduced capacity. Prepaid fully secures your reservation.”
● “Pay at hotel rates can be adjusted to a higher rate by the hotel, since it's still an open
transaction.”

Do customers get charged immediately?

If you are booking as prepaid, yes, the customer will get charged immediately.
When paying at a hotel, the customer will pay upon arrival, but they get charged a service fee.

With the rewards membership number, are we able to see the client’s discount?
Customers can verify this information when they are at the hotel.

Can we make a booking using rewards points?

No, you’re not able to redeem points, but you can make a booking and add the customer’s rewards
membership number to generate more points.

What happens if the customer never receives the verification code during the reservation
process?
You can send it again or add another phone/e-mail to make sure they get it.

What if the customer asked for the number of the hotel?

It depends on the case

● if they are asking for a service inside the hotel, you can provide it.
● If they are asking something about pre-reservation, no because you can help them.

Are there some hotels that don’t require identification to check-in?

No. All the hotels require identification at check-in.

How can you call the hotel in case you need to ask a question?
You can use your cellphone and you could use the free app Talkatone so you can keep them on mute and
check while you are figuring it out.