Fraud Bookings SOP - HOTEL

1. Identifying Potential Fraudulent Bookings

• High-Risk Indicators:
  • Last-minute, high-value bookings.
  • Multiple bookings made under the same guest name within a short period.
  • Mismatched guest information (e.g., the name not matching the provided ID).
  • Suspicious or unverifiable email addresses and contact information.

2. Initial Verification Steps

• Direct Contact:
  • Call and email the user to verify the legitimacy of the booking.
• Communication and Notification:
  • Inform the user politely that their booking is under review and that additional verification is required. Place the booking on hold until this process is completed.
• Escalation Protocol:
  • If the user confirms that they did not make the booking, escalate the case to the hotel and the supplier for further investigation.
• Reassurance and Security Advice:
  • Assure the user that their money is safe, and that the issue will be thoroughly investigated. Advise them to change their password for all related accounts and check which agents have administrative access to their profile.
• Immediate Team Alert:
  • Notify supervisors and escalate the case to Midhun and Sawan to ensure the matter receives prompt attention.

3. Confirmed Fraud Response

• Immediate Actions on Confirmation:
  • Cancel the fraudulent booking from the Travelclub portal.
  • Notify the supplier and the hotel about the fraudulent activity and formally request a waiver of any charges associated with the canceled booking to prevent financial loss.
• Record of Action Taken:
  • Document the entire case thoroughly, including communications, actions taken, and outcomes.