o Step 1: Find the customer’s reservation in the Admin App.
o Step 2: Once reservation is found with status as "confirmed", assure the guest that the reservation is confirmed.
o Step 3: Check "Hotel Confirmation ID" field in the Admin App (back office) and provide to the guest.
o Step 4: You can also nform the guest that since the booking is made via a 3rd party (i.e. Your Site), the guest name will most times not be shown on the hotel’s system until up to check-in.
o Step 5: Suggest that the guest print their confirmation voucher to show when checking-in.
o Step 6: Reiterate that any changes, requests, amendments, etc. will be handled through Your Company. Should the guest require any of these, please contact Your Company directly.