HOTEL REVERIFICATION CALL SCRIPT (Outbound)

* Before Calling:

• Ensure you have all booking details: Guest name, check-in/out dates, number of rooms, room type, meal plan, confirmation number (if available), and supplier reference (if applicable).

* INTRODUCTION:

“Good [Morning/Afternoon], this is [Your Name] calling from Travelclub on regarding a guest reservation at your hotel. May I speak to the reservation team, please?”

(Once connected to the reservation team):

“Hi, I'm calling to reconfirm the booking for [guest name] on [check-in date] 

* REVERIFICATION DETAILS:

“Could you please help me verify the following reservation?”

• Guest Name: [Full Name]

• Check-in / Check-out Dates: [Check-in Date] to [Check-out Date]

• Number of Rooms / Pax: [e.g., 2 Rooms, 4 Adults]

• Room Type: [e.g., Deluxe Double Room]

• Meal Plan: [e.g., Breakfast Included]

• Booking Reference: [Internal/Hotel Reference]
  
  

(Wait for confirmation and update any mismatched details.)

* CONFIRM STATUS:

“Is the booking showing as confirmed in your system?”
“Have you received payment from the supplier or booking partner?”

Also, could you please confirm if the special requests have been noted? For example, early check-in, late check-in, or any specific requirements – this is a VVIP guest, so we want to ensure everything is well arranged.

* IF CONFIRMED:

“Perfect, thank you for the confirmation. We just wanted to ensure the guest will have a smooth experience. Thank you for your support.

* IF NOT FOUND / ISSUE EXISTS:

“Thank you for the update. We’ll check with our partner/supplier immediately and get back to you. We appreciate your support.”

(Note: escalate this internally as per process)

 * CLOSING STATEMENT:

"Thank you for confirming the details. May I know your name, please, for our reference?"

(Wait for their name, then say:)

"Thank you, [Name]. Just to confirm, are you from the reservations team or the front desk?"

(Wait for response)

"Great. I’ve noted that. Thanks again for your support and time. Have a nice day!"

? TIPS FOR NEW AGENTS:

• Speak clearly and politely.

• Always reconfirm critical details like guest name, dates, and room type.

• Stay calm even if the hotel doesn’t find the booking — your job is to note the issue and escalate it.