QA

TRAV S S
ELPA
 CRITICAL
AFS
1 Not using the verbatim 4
Not reading the
reservation recap
opening
2
verbatim.
Not using the FAQ
verbatim to explain that we 5 Any type of fraud including,
are not the hotel. but not limited to, splitting
3 Misleading the customer
the order with no valid
reason
stating that we are the
hotel or part of the hotel.
 CRITICAL AFS
1 Not using the verbatim opening
○ When you receive an inbound call, greet the customer with the following verbatim opening:
"Thank you for calling (Travelpass, Reservation Desk, or Reservation Counter), an independent travel agency
for top hotels."
○ Do not deviate from the verbatim opening, add any extra information, or change any wording that is
not part of the verbatim opening.
○ Provide the verbatim opening before getting the customer’s name, introducing yourself, or discussing
a booking.
○ Use the correct branding (Travelpass, Reservation Desk, or Reservation Counter) related to the call origin.
○ Do not speed up, mumble, or do anything that would cause the greeting to not be heard in a clear and
understandable manner.
 CRITICAL AFS
2 Not using the FAQ verbatim to explain that we are not the hotel.
○ Follow the FAQ RUTH verbatim whenever the customer is unsure or asking if they are calling the hotel.
○ The Verbatim response must be used for the first RUTH question.
-Verbatim response: “No, you called (Travelpass, Reservationdesk.com, or Reservationcounter.com), an
independent travel agency.”
-Use the correct branding (Travelpass, Reservation Desk, or Reservation Counter) related to the call origin.
-Do not speed up, mumble, or do anything that would cause the verbatim response to not be heard in a clear
and understandable manner.
○ If the customer asks additional RUTH questions after you have provided the verbatim response, you don’t
need to provide the verbatim response again. However, you need to clarify that you represent an independent
booking agency and not the hotel directly.
 CRITICAL AFS
2 Not using the FAQ verbatim to explain that we are not the hotel.
○ If a customer makes a statement or indicates that they believe they are speaking to the hotel
or that you’re an employee of the hotel, please clarify to the customer that you are not the hotel.
-If it is not a direct RUTH question you’re not required to provide the verbatim response
but need to clarify that you represent an independent booking company.
 CRITICAL AFS
3 Misleading the customer stating that we are the hotel or part of the hotel.
Never inform the customer that they are calling the hotel directly, that we are part of the hotel’s company,
or that we represent the hotel’s company.
Answering yes to any RUTH question.
Do not use ambiguous terminology that could lead the customer to believe that they are calling
to the hotel such as: Our property, our hotel.
Advising the customer that they are calling to “The” Reservation Counter of the hotel.
Advising customers that we make “The” reservations for the hotel instead of saying
that we make reservations.
Advising the customer that we manage the hotel´s reservations or that we are in charge of their
bookings.
 CRITICAL AFS
4 Not reading the reservation recap verbatim.
Read the order recap verbatim every time a reservation is completed.
○ Do not speed up, mumble, or do anything that would cause the recap to not be heard in a clear and
understandable manner.
○ Always complete the recap of the reservation prior to processing, including when the payment will be charged,
and all details in the recap.
○ Always inform the customer of the total charge and the type of currency (USD, CAD, etc).
○ Remember to read the cancellation policy verbatim, including the information about the service fee.
- Do not add or change any information in the cancellation policy
-Any additional information about or interpretation of the cancellation policy must be correct.
○ The customer must confirm that the information in the recap is correct.
○ Wait for the customer's approval prior to completing the reservation.
 CRITICAL AFS
5 Any type of fraud including, but not limited to, splitting the order with no valid
reason (valid reasons include Different Room Type, Different CC) and processing
reservation(s) without customer permission.
○ Do not process reservations without having the customer's approval prior to processing.
○ Do not split the order without a valid reason. Valid reasons include: Different Room Type,
Different Payment Method.
○ Any type of fraudulent activity that affects the integrity of the sale.
○ Using the customer’s credit card without their consent.
○ Processing reservations without having the customer on the line.
○ Generating multiple error messages in the system, by entering wrong information.
○ Manipulating the system in any way.
 AUTOFAILS
1 MISTREATMENT 4 Not informing the customer of the
total charge and (if applicable) the

2 Offering unavailable rates,

proactively offering discounts,
service fee prior to collecting
payment info.
providing reward/loyalty points
information, and/or not 5 Documenting wrong customer
information.
explaining how special requests
work.
Not stopping (for payment info), 6 Support only afs Incorrect
3 not resuming, or stopping the cancellation or modification.
recording unnecessarily.
 AUTOFAILS
● ANY MISTREATMENT OF THE CUSTOMER.
Use professional language always, even when the customer is irritated, mad, or
upset.
○ Always be respectful to the customer. Do not release or transfer the call
unnecessarily.
○ Do not place calls on hold from the beginning of the call, unnecessarily place the
call on hold, or leave the customer on the line without speaking.
○ Transfer the call to a supervisor if the customer insists on talking with one after
you have tried to assist the customer once.
 AUTOFAILS
● OFFERING UNAVAILABLE RATES, PROACTIVELY OFFERING
DISCOUNTS, PROVIDING REWARD/LOYALTY POINTS INFORMATION,
AND/OR NOT EXPLAINING HOW SPECIAL REQUESTS WORK.
Always use the corresponding FAQ in a verbatim manner whenever the customer asks for a special discount
(block of rooms, group rates, etc.)
-FAQ for unavailable rates:
“We might. What special rates and room type do you have?”
○ Check availability based on room type and rate.
If we can’t match the prices.: “I’m sorry. I don’t have access to that price, which means it is either sold out
or being held directly by the property.”
Do not ask for a code or ID number related to the block of rooms, group rates, etc.
Do not speed up, mumble, or do anything that would cause the FAQ
 AUTOFAILS
● OFFERING UNAVAILABLE RATES, PROACTIVELY OFFERING
DISCOUNTS, PROVIDING REWARD/LOYALTY POINTS INFORMATION,
AND/OR NOT EXPLAINING HOW SPECIAL REQUESTS WORK.
Always use the corresponding FAQ in a verbatim manner whenever the customer asks for a special discount
(block of rooms, group rates, etc.)
-FAQ for unavailable rates:
“We might. What special rates and room type do you have?”
○ Check availability based on room type and rate.
If we can’t match the prices.: “I’m sorry. I don’t have access to that price, which means it is either sold out
or being held directly by the property.”
Do not ask for a code or ID number related to the block of rooms, group rates, etc.
Do not speed up, mumble, or do anything that would cause the FAQ response to not be heard in a clear and
understandable manner
 AUTOFAILS
● OFFERING UNAVAILABLE RATES, PROACTIVELY OFFERING
DISCOUNTS, PROVIDING REWARD/LOYALTY POINTS INFORMATION,
AND/OR NOT EXPLAINING HOW SPECIAL REQUESTS WORK.
Never offer a discount proactively. Wait for the customer to ask for it then provide the rates stated on the system.
Do not ask a customer if they qualify for any kind of discount.
Do not ask the customer questions to understand if they qualify for a discount.
E.g. How old are you? Are you a senior citizen? Have you served in the army? etc.
○ Whenever you place a special request for the customer, make sure to inform them that the special request
is not guaranteed.
Always follow the verbage for each special request. If it is not in the list of special requests, we are not allowed
to offer it.
Do not speed up, mumble, or do anything that would cause you to not be
heard in a clear and understandable manner.
 AUTOFAILS

● NOT INFORMING THE CUSTOMER OF THE TOTAL CHARGE AND (IF

APPLICABLE) THE SERVICE FEE PRIOR TO COLLECTING PAYMENT INFO.

○ Inform the customer about the total charge and (if applicable) the service fee before proceeding
to the payment screen.
○ This is required every time you proceed to the payment screen, even if a booking Is not
completed.
 AUTOFAILS

● NOT STOPPING (FOR PAYMENT INFO), NOT RESUMING, OR STOPPING

THE RECORDING UNNECESSARILY.

○ Payment information must only be collected while on the payment screen and the
recording must be stopped while collecting the payment.
○ Once the payment has been collected the recording must be resumed.
○ Recordings must not be stopped unless you’re collecting payment information.
The context of the call prior to the stopped recording must support collecting
payment information.
 AUTOFAILS

● DOCUMENTING WRONG CUSTOMER INFORMATION.

○ Correctly document/enter the customer’s Information, including first and last
name, phone number, email address, and billing information.
-Do not enter an invalid phone number or email address on the booking.
● Examples: your personal, fake, or a previous customer’s email address/phone number.

● SUPPORT ONLY AUTO FAILS

- Incorrect cancellation or modification.
○ Always inform the customer about any extra charge on the reservation or if the cancellation policy changes.
○ Cancel the reservation when the customer requests it. Always make sure to cancel the reservation
following the cancellation policy.