Escalations

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• All Customer Experience employees will have a “Lead Chat”

  • From your lead chat please provide an explanation of the escalation, solutions offered, name, pipe ID and URL

  • State whether you need assistance navigating the guest or if the guest is needing to be transferred to the supervisor queue.

    • If the guest is needing to be transferred, please wait approximately 90 seconds before automatically sending to the queue.

  • If after 5pm, please send detailed message in lead chat and let guest know we will be in touch the next business day.

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 Refund Requests

• For Housing Protection purchased within the last 14 days or any other approved fees

• • Create a Task in OMS

  • From OMS Homepage, click “Task Management”

  • Select Add New Item

  • Fill out ALL fields. (Year/Event/Hotel Name)​

    • For due date, put the same day. 

    • For category, select “Refund Request.”

    • Please provide the following information in the Task* field: 

    • Guest Name

    • Type of Refund (Housing Protection / other approved fees and who it was approved, if necessary)

    • Reason for Refund

    • Reservation ID (aka PipeID)

    • Request Details​

• Assign to Jordan Malke

 

As a general rule, non-refundable means non-refundable. If you have a situation where escalation is required, below is the process for requesting that refund.

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*Make sure that you are putting NOTES in EventPipe on the reservation – notes that you’ve requested the refund and then updated notes once it’s approved/denied.

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Creating a Task in OMS

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• Create Task in OMS

  • From OMS Homepage, click “Task Management”

  • Select Add New Item

  • Fill out all fields. (See above for details needed)

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