4.3 Combo 500 - Add Content from 8.0
New screen here, using content from old 8.0-300.
LEFT-SIDE TEXT Mr. Ambrose is a Hilton HHonors member and frequent Guest at your hotel. On one of his recent trips, after he received the digital key, he had an unexpected change in his travel plans and didn’t arrive at the hotel. Later, when he received his credit card bill, he was surprised to see that he was charged for one room night.
When he calls the hotel, he sounds concerned. “I didn’t stay at the hotel, but a charge showed up on my credit card. Can you explain this to me?”
How should you respond?
MAIN SCREEN
Managing Charges for Digital Key Non-Arrivals
Our Guests expect us to consistently deliver quality service. When non-arrival digital key Guests call to question room charges, be sure to explain the hotel charge policy in a respectful way that helps the Guest understand why there was a charge.
How should you respond to Mr. Ambrose?
Click this icon to reveal the recommended response.
[Graphic: clickable icon] “I’m sorry, Mr. Ambrose. When you booked your room, the terms of your reservation stated that you would need to cancel to avoid being charged. Our records indicate that you did not cancel, and that when you received your digital key, you were checked-in. As a result, you were charged one night’s room and tax.”
Note: With regard to charges or refunds for digital key non-arrivals, follow your hotel's current no show policy.
[bottom ribbon content] To confirm the Guest’s status as a digital key user, you may need to go into OnQ PM. Guests who are digital key users will have a digital key indicator in their luggage tag.
Congratulations! You have completed this job aid.