Pre-quiz: SRD Override Cancellation

1. If you come across an SRD reservation where the points have been refunded manually in CIS when the reservation can still be cancelled in WinAi, what should you do?

Cancel in WinAi and make a separate negative adjustment under the descriptor "Redemption" to remove the duplicate points returned.

Cancel in WinAi and reverse the "Refund-SRD" adjustment.

Cancel in WinAi and reverse the "Redemption" adjustment.

Leave the adjustment as it is for as long as the correct amount of points have been returned.

If you come across an SRD reservation where the points have been refunded manually in CIS when the reservation can still be cancelled in WinAi, you should cancel in WinAi and reverse the "Refund-SRD" adjustment. This is because the points have already been manually refunded in CIS, so reversing the "Refund-SRD" adjustment in WinAi will remove the duplicate points returned and ensure the correct amount of points are reflected.

Explanation

If you come across an SRD reservation where the points have been refunded manually in CIS when the reservation can still be cancelled in WinAi, you should cancel in WinAi and reverse the "Refund-SRD" adjustment. This is because the points have already been manually refunded in CIS, so reversing the "Refund-SRD" adjustment in WinAi will remove the duplicate points returned and ensure the correct amount of points are reflected.

2. What will you advise the member regarding the return of the points after cancellation?

The points would be returned immediately upon successful cancellation.

Allow 72 hours after the check-out date for the points to be posted back in the account.

Allow 24 hours after cancellation to pass for the points to be posted back in the account.

The points would be returned within the day of cancellation request.

The correct answer is "The points would be returned immediately upon successful cancellation." This means that as soon as the cancellation is processed successfully, the points will be returned to the member's account without any delay.

Explanation

The correct answer is "The points would be returned immediately upon successful cancellation." This means that as soon as the cancellation is processed successfully, the points will be returned to the member's account without any delay.

3. A member who had just checked-in called stating that he was displeased with the hotel's condition that's why he doesn't want to continue with the stay. What should you do?

Obtain hotel authorization and process SRD-refund

Transfer the call to Customer Relations

Call the hotel to have the status changed to checked-out then process SRD-refund

Be firm that we can no longer refund the points since the member is already checked-in

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Explanation

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4. Member called to cancel his existing reservation. Agent was able to verify the account however line got disconnected. Since authentication is completed, agent can now continue with the cancellation.

True

False

The statement is false because even though the agent was able to verify the account, the line got disconnected before the cancellation process could be completed. Therefore, the agent cannot continue with the cancellation because the communication was interrupted.

Explanation

The statement is false because even though the agent was able to verify the account, the line got disconnected before the cancellation process could be completed. Therefore, the agent cannot continue with the cancellation because the communication was interrupted.

5. If the reservation has been tagged as "No-show", agent will immediately call the hotel for authorization and process the SRD-refund.

True

False

If the reservation has been tagged as "No-show", the agent will not immediately call the hotel for authorization and process the SRD-refund. The correct answer is false, indicating that the statement is incorrect.

Explanation

If the reservation has been tagged as "No-show", the agent will not immediately call the hotel for authorization and process the SRD-refund. The correct answer is false, indicating that the statement is incorrect.

6. If the cancellation button is not grayed out, the reservation can still be cancelled in WinAi, even if the cancellation deadline has already passed.

True

False

If the cancellation button is not grayed out, it means that it is still clickable and active in the WinAi system. This suggests that the reservation can still be cancelled, even if the cancellation deadline has already passed. The system allows users to cancel the reservation regardless of the deadline status, as long as the cancellation button is not disabled. Therefore, the statement is true.

Explanation

If the cancellation button is not grayed out, it means that it is still clickable and active in the WinAi system. This suggests that the reservation can still be cancelled, even if the cancellation deadline has already passed. The system allows users to cancel the reservation regardless of the deadline status, as long as the cancellation button is not disabled. Therefore, the statement is true.

7. What are the things you have to take note of when you call the hotel for authorization? Select all those that apply.

Hotel employee's name

Hotel employee's shift

Hotel employee's position

Hotel's property code

When calling a hotel for authorization, it is important to take note of the hotel employee's name and position. This information is necessary to establish a clear line of communication and ensure that the authorization process is handled by the appropriate person. The hotel employee's shift and the hotel's property code are not relevant in this context and do not need to be noted during the call.

Explanation

When calling a hotel for authorization, it is important to take note of the hotel employee's name and position. This information is necessary to establish a clear line of communication and ensure that the authorization process is handled by the appropriate person. The hotel employee's shift and the hotel's property code are not relevant in this context and do not need to be noted during the call.

Submit

8. When you are cancelling the reservation through WinAi and the reservation status is already listed as "Checked-in", the hotel should:

Change the status to "No-show"

Change the status to "Checked-out"

Revert the status to "Reserved"

Revert the status from "Checked-in" to "Checked-out"

If the reservation status is already listed as "Checked-in" and the user is cancelling the reservation through WinAi, the hotel should revert the status to "Reserved". This means that the reservation will be changed back to its original state before the guest checked in, indicating that the reservation is still valid and has not been fulfilled.

Explanation

If the reservation status is already listed as "Checked-in" and the user is cancelling the reservation through WinAi, the hotel should revert the status to "Reserved". This means that the reservation will be changed back to its original state before the guest checked in, indicating that the reservation is still valid and has not been fulfilled.

9. You have to read the entire cancellation dialogue just as you would when you're processing a normal cancellation within the deadline - no exemptions.

True

False

The given statement is false. It is not necessary to read the entire cancellation dialogue just as you would when processing a normal cancellation within the deadline. There may be exemptions or different procedures for cancellation depending on the specific circumstances or policies in place.

Explanation

The given statement is false. It is not necessary to read the entire cancellation dialogue just as you would when processing a normal cancellation within the deadline. There may be exemptions or different procedures for cancellation depending on the specific circumstances or policies in place.

10. What should you do if you have successfully cancelled the reservation in WinAi but the points were not returned to the member's account? Select all those that apply.

If 72 hours after check-out has passed, process an SRD-refund adjustment

If 72 hours after check-out has passed, process a System Issue correction adjustment

If you have successfully cancelled the reservation in WinAi but the points were not returned to the member's account, you should review the history of the reservation and check if any changes have been made. If there was a change, you should process an SRD refund adjustment. If there was no change, you should process a System Issue correction adjustment.

Explanation

If you have successfully cancelled the reservation in WinAi but the points were not returned to the member's account, you should review the history of the reservation and check if any changes have been made. If there was a change, you should process an SRD refund adjustment. If there was no change, you should process a System Issue correction adjustment.

Submit

Pre-quiz: Srd Override Cancellation