SOP: NOLA RESERVATIONS & EXTENSIONS RED FLAGS

SCOPE

The purpose of this instruction manual is to help CS agents make quick and easy decisions regarding advised cancellations and extensions of potentially damage risky reservations. Below is the list of criteria and actions, that will help the agent evaluate the severity of the risk and advance appropriately. 

 

Process of New Reservations

When a guest makes a reservation through any OTA or other channel, the Hosteeva CS team is alerted about the new reservation. When the reservation is for NOLA, the agent needs to retrieve the guest profile information from OTA and make a note of those in the Hosteeva reservation dialogue for further use. 

If the reservation is for NOLA, the reservations agent must run it through the following list of RED FLAG criteria. 

 

List of criteria (RED FLAGS)

  1. The guest has one bad review (violations of policies and other irregularities mentioned in the review).

  2. The guest’s OTA account was created within 12 months or less.

  3. The reservation is for only one night.

  4. The reservation is for the same day.

  5. The unit reserved has large occupancy (example: 4 PAX) and the reservation is only for 1 person.

  6. The guest has reserved through Hosteeva directly.

  7. The guest is under 25 years of age.

  8. The reservation is for only Friday OR Saturday night.

Once the agent has compared the reservation with the list above and none of the red flags have been identified, the reservation stays as is. 

If during the checking process, at least one red flag has been identified, the agent also needs to identify the guest’s registered address proximity to the reserved unit and take
the following actions:

  1. If the guest lives within a 30-mile radius and has at least 2 red flags, the reservation is immediately eligible for cancellation. The agent needs to contact the channel, explain the situation, mention the local resident restriction violation, and get a penalty-free cancellation. If the channel does not cooperate, the reservation should still be canceled even with the penalties. 

  2. If the guest lives beyond the 30-mile radius and has 4 and more red flags, the reservation is immediately eligible for cancellation. The agent needs to contact the channel, explain the situation, mention the local resident restriction violation, and get a penalty-free cancellation. If the channel does not cooperate, the reservation should still be canceled even with the penalties.

 

Process of Reservation Extensions Requests with Reservations that Have Red Flags