o Step 1: Find the customer’s reservation in the Admin App.
o Step 2: Once reservation is found, assure the guest that the reservation is confirmed.
o Step 3: Inform 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 4: Suggest that the guest print their confirmation voucher to show when checking-in.
o Step 5: 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.