BOOKING NOT FOUND

Issue:

• The booking has been canceled, or
• The hotel cannot find the booking.

Steps to Resolve:

1. Set Priority as High:

   • For cases where the booking is not found, set the priority as high to ensure quick action.

2. Escalate to the Supplier:

   • Immediately escalate the issue to the supplier to resolve the booking problem.
     
     
   • Always Call the Spot Issue Supplier Support Number: While raising an email request, make sure to also call the supplier support number for urgent or spot issues. This ensures quicker resolution and immediate attention, in addition to the formal follow-up through email. 

3. Group & Supervisor Notification:

   • The group should be set to Travel Club Supervisor.
   • Add Midhun's email address to the communication, and inform him about the issue.
   • Include Supplier L1 and L2 managers, and if the guest is VVIP, include Suresh's email address 

4. Send a Disclaimer Email:

   • For all bookings that are not confirmed or reinstated 5 hours before check-in (local time):

     • Send a disclaimer email, including the Team Lead (TL), to the supplier.
     • Note: This applies to all bookings, except those made via Ratehawk.

   • For Ratehawk bookings:

     • Send the disclaimer email with TL 25 hours before check-in (local time) for all bookings, except recent ones.

   • For recent Ratehawk bookings:

     • Send the disclaimer email with TL 5 hours before check-in (local time).

5. Offer an Alternative/New Booking or Refund:
   
   In some cases, due to unforeseen circumstances, the supplier may be unable to confirm the original booking. In such situations, the supplier will offer alternative hotels. To proceed, we need to check the alternative hotel's distance from the original hotel, ensuring the room category is higher and within the same star rating.
   
   Steps to Follow:
   
   

   1. Inform the User: Notify the user about the situation and offer an alternative hotel.
      
      
   2. If the User Cannot Agree: Check if higher-category rooms are available from our side and hotel side/supplier at the original hotel. If available, inform the supplier to confirm. If no higher rooms are available, inform the user that an upgrade attempt was made but no rooms were available, and wait for the user’s decision.
      
      
   3. If the User Books or Makes a New Reservation: Always check with the supplier for the amount we can afford, and inform the user accordingly.
      
      

6. Invoice for Price Difference:

   • Once the new booking is confirmed, email the supplier the updated invoice to cover any price difference.
     
     
   • Don’t forget to copy the finance team on this email.

7. Close the Ticket:

   • Once the compensation has been acknowledged by the finance team, close the support ticket.