How well do you know your guideline ?
Test Your Guideline Knowledge
Are you ready to challenge your knowledge of our guidelines? Take this quiz to test your understanding of essential procedures and policies related to guest reservations, cancellations, and payments.
In just a few minutes, you'll:
- Learn about important decision-making processes
- Understand how to handle guest inquiries
- Improve your knowledge for better customer service
A Partner is reaching out to us to modify a guest reservation to a bigger room. Upon checking, you realise that the guest will be arriving within 24 hours, reservation has been paid via PbB, and the new room type will incur a higher fee. Can you proceed with the modification?
YES
NO
The guest contacted us asking for a refund after a cancellation with fees (with Payments by Booking)? What shall we do next for the refund?
Notify guest that this is not possible, they should have contacted us before cancelling
To refund the guest, we need a written approval from the partner confirming they agree to waive the cancellation fee
Advise the guest to contact the hotel directly and arrange the refund within themselves
After escalating a complaint to the Senior, you must work together with the Senior to handle the complaint in order to resolve it as soon as possible
True, contact Senior hotline to resolve the complants
False, we will wait for the Senior to come out with the action plan
Guest contacted us that they are incorrectly charged for their stay by the partner, they provided a screenshot which shows that it is in pending charge status, how shall we proceed?
Promise guest that we will provide the refund since they have provided the proof of incorrect charge
Use the TED form to review the proof of charge (in this case it would be invalid because there is not a charge but a pending charge)
Proceed to contact Partner to reach an agreement for the refund
A guest had flooded a room at the property previously and the Partner is calling us to cancel the future reservation from the same guest. Are we allowed to proceed?
Yes, we can cancel the reservation if the partner is able to show proof
No, we can only advise the partner to speak to the guest directly
Yes, we can cancel the reservation since the guest have damaged the room previously
A guest has booked a property that is now in duplicate status. What should the partner do?
Partner should honour the reservation
If partner has availability on their original property, they should close it to prevent overbooking
If partner does not have availability on their original property, they should follow the relocation procedure
All of the answers above are correct
If a Senior Specialist has left a note with an action plan on a reservation, this means that the reservation is being handled by the Senior and we should not touch the case
True
False
Improved new ‘Pay at Property’ – solution for Hybrid 2.0 partners. What are the benefits?
Booking.com will preauthorize the free cancellation/no prepayment reservations and will attempt to charge the Guest for late cancellation/no show fees
Booking.com will charge the guest if the Property informs that the guest left without paying
Both A & B are correct
Damage Policy by Booking.com - What type of damage/extra costs are included in the new Damage Policy?
Smoking fines, theft of cash, breaking house rules
Damage done by the guest to property and its content, additional fees, routine cleaning job
Damage done by the guest to property and its furniture, electronic equipments, fixtures, fittings and effect
The guest has a reservation with a "Partner Offer" and is contacting us because he found a lower rate in a different website. Is the reservation eligible for a "we price match" claim?
The reservation will be eligible for WPM if the offer the guest found is for the same type of room, same policy and same dates
The reservation will be elegible if we can see the price in the partner's currency
Both "A" and "B' are correct answers
It won't be elegible because is a Partner Offer reservation
Select the correct answer:
"Twint" is the new payment method availble for Swiss guest with IP address in Switzerland
"Twint" is the new payment method available for Swiss guest with IP addres in Switzerland, making a "pay now" reservation and currecy is CHF
"Twint" is the new payment method available for Swiss guest, making reservations in accommodations in Switzerland
To use the Risk Button to report a fake property, the agent needs to consult with a senior first
True
False
A guest booked a trip through Agoda.com. The guest have provided us with their name, Agoda confirmation number and email address. Can we proceed with the guest's request?
Yes, the guest have provided all the information required
No, as the guest did not provide any PIN code and was not verified, we should call the guest back at the telephone number on file
No, the guest did not provide any PIN code and was not verified, we can only confirm whether the reservation exists and request the guest to speak to Agoda directly
If a relative reports the death of a guest, are we allowed to share this information with the partner?
Yes, If there is a valid purpose for sharing this info (e.g. We need to request a free cancellation)
No, we should never share Guest personal information with the partner
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