Call Transcript - Hotel (U)
Agent: Hi this is the west in oahu and this is will speaking how may i help you today
Customer: Hello my name's justine and i'm calling about a reservation that i have at your hotel
Agent: Okay justine we look forward to having you stay with us how can i help you
Customer: So i was supposed to fly this afternoon and arrive tonight and i have a room booked for three days
Agent: Okay
Customer: Unfortunately i was just informed that my flight has been canceled and it will not be arriving until the middle of tomorrow afternoon
Agent: I'm so sorry to hear that can you provide me your last name
Customer: It's chase
Agent: Okay just looking up your reservation found it here i see you're staying with us for four nights
Customer: Yes i was able to rebook my flight back from hawaii however i need to change the reservation to start tomorrow and for four nights
Agent: Okay i'm looking for the extra day but it looks like we're all booked up for that night
Customer: Oh no i was really hoping that i could change my reservation can you help me out given that i'm a platinum member
Agent: Hold on for a second i'll see what i can do
Customer: Sure
Agent: So while i'm not able to book you for four nights starting tomorrow i was able to book a room at our sister property which is adjacent to the western here and we can help move your bags to the other roomAgent: And you can just walk over of course you're welcome to enjoy all the amenities at the west and even on that last day of your
Customer: Well it's not ideal but i understand you're booked for the holiday season can you keep an eye out for me in case there's a cancellation
Agent: Sure i can do that let me make a note here and you don't have to change anything i've made the changes to your reservation and applied a discount so your room rate will stay the same
Customer: I really appreciate that
Agent: Course is there anything else that i can do for you great and well we look forward to welcoming you here tomorrow
Customer: So thank you
Agent: Bye now
Summary
The customer's flight was canceled and they were trying to change their reservation. The agent was able to book the customer a room at a sister property which is adjacent to the Western here and the agent can help move the customer's bags to the other room. The customer needs to change their reservation to start tomorrow and for four nights starting tomorrow.