Overview


This refresher course aims to update and reinforce essential knowledge and skills in the Customer Service process. Agents will revisit key concepts and practices, ensuring a comprehensive understanding of our organizational workflow. The course will emphasize practical applications and real-world scenarios to enhance proficiency and confidence. By the end of the course, participants will be equipped to apply their refreshed knowledge effectively in the day-to-day handling of partner concerns, thereby improving performance and achieving better outcomes.

Refund, Cancellation and Compensation Requests


1. Cancellation Due to Unforeseen Circumstances: A guest needs to cancel their reservation due to a sudden illness or family emergency. They request a refund of their deposit or prepayment.

2. Unsatisfactory Room Condition: Upon arrival, a guest finds that their room does not meet cleanliness standards or has maintenance issues that significantly affect their stay. They request a refund or a discount.

3.Service or Amenity Not Provided: A guest booked a suite with a specific amenity (e.g., a private balcony or a bathtub), but upon arrival, they discover that the amenity is not available. They request a refund or a room upgrade.

4. Double Booking or Overcharge: A guest notices they have been charged twice for the same reservation or have been charged more than the agreed-upon rate. They request a refund for the overcharge.

5. Booking Mistake or Change of Plans: A guest accidentally booked the wrong dates or made a mistake in their reservation details. They request a refund if they are unable to modify their booking.

6. Unsatisfactory Experience: A guest experiences significant dissatisfaction with their stay due to noise, cleanliness issues, or other factors that were not as advertised. They request a partial refund.

Amendment Requests


1. Change of Dates: A guest needs to adjust their reservation dates due to a change in travel plans or unforeseen circumstances.

2. Change of Names: A guest needs to change their names on the reservation.

3. Room Type Change: A guest decides they would prefer a different room type than originally booked, such as upgrading to a suite or requesting a room with specific amenities.

4. Addition of Extra Guests: A guest originally booked a room for one person but now needs to accommodate additional guests, such as a partner or children.


Hotelres and ABI



Ticket properties of ABI that only needs to be updated include the following:


  • RTX Booking ID
  • Status to Resolved
  • Issue Type
  • Resolution

Hotelres Notification Updates


  • Case 1: Hotelres  mentions booking has been cancelled.
    • If the cancellation notification was sent within the free cancellation period, we can take this as cancelled foc.
    • If cancelled within the penalty period, then we refer to the date of the hotelres notification to know what % penalty applies and relay to client.
    • And if cancelled and already NRF, then we deny refund to client.
    • If the booking consists of multiple rooms, create a ticket to RT
  • Case 2: Hotelres mentions stay dates changed from X to 0, price changed from XXX to 0
    • Booking ID has only 1 room, this is already cancelled FOC. No need to create RT ticket. Grant FRG to client.
    • Booking ID has multiple rooms, create RT ticket for the actual breakdown, whether entire booking was cancelled FOC or just a certain room.
  • Case 3: Hotelres mentions stay dates changed from X to X, price changed from XXX to XXX*

    (*applies only to hotelres posted March 1, 2024 onwards)

    • Booking ID has only 1 room, No need to create RT ticket. Check the from amount if same with the supplier cost in admin portal and we can already use the to amount as the adjusted supplier cost. (sample booking ID d2vr67gk). Some have multiple hotelres notification, we always use the latest one (sample booking ID de7nlrjk)

    • Booking ID has multiple rooms, create RT ticket for the actual breakdown and to get the adjusted supplier cost (sample booking ID k955n534).

 Cancellation notification from Agoda as supplier


Check the following:

Booking status if confirmed

Check in

Supplier ref

Pay at hotel -Rate type (If matching)



Go to search bar using the supplier reference

Look for action required - Inform TL

If none: Respond to Agoda why did they cancel and CC Agoda supplier - reach out to TL

Sabre as a supplier pay at hotel


Any request from the client


  •    Advise the client to ask the guest to contact the hotel directly

New created tickets via automation are NOT for merging.


 Work on it if it is a valid ticket/request

Execute the new ticket if it is not a valid ticket

Do not merge the new ticket to the existing one.


If the ticket is still open (eg., initial req is Name amendment then the client sent a cancellation request) CSS will still work on the case/request.

If the ticket is resolved (Amendment done) and the client sent a cancellation request, original ticket owner should ONLY change the Request type for it to trigger the automation and the agent working on unassigned should work on the new cancellation request. Do not merge the ticket.


No need to acknowledge the last email of the client/supplier before changing the request type of the ticket.


Bed type is not guaranteed to clients


On admin portal:


"Description" is not guaranteed but is just a normalization for description used by our tech team.


"Supplier description" is the one guaranteed. This is what we can chase supplier for.

  • If Supplier description contains bed description, we chase suppliers

    Examples are Twin Room, Double Room, Triple Room, King Room, Queen Room.

  • If room type states  2 or more description such as Twin or Double Room, bed is subject to availability.

  • If room type states Standard Rooms, Deluxe Rooms, Suite Rooms, and no bed description, hence bed is not guaranteed and is subject to availability as well.


If we encounter cases where supplier disputes beds indicated in the supplier description, please raise to tech support, tag Ayra Mae and Jin Wee Lee

New ticket created  automation DOES NOT WORK on outbound emails or emails that we are the one who sent it out initially (i.e. supplemental supplier tickets or forwarding client tickets).