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CON/HTS: Responding to Hotel Partner VCC Requests

This guide will assist you in responding to hotel partners when they request information about a booking.

For legal reasons, credit card information must ❌NEVER be shared in a message.

If new VCC information is needed, you must 📞CALL the hotel directly and provide the details over the phone.

👉STEPS to follow when responding to hotel partners regarding VCC inquiries, including authorizations.

  1. Respond to the hotel partner's email using the appropriate "From" email alias designated for hotel/partner communications
  2. Use and customize the following shortcuts based on the specific request
      • #Hotel_Partner_Portal
      • #HOTEL_Send_VCC
      • #HOTEL_VCC_Decline_Advice_of_Correct_Procedure
  3. Update the Universal Agent Disposition
  4. Mark the case as "DONE"

👉STEPS to follow when responding to hotel partners regarding VCC Transaction Details

  1. Verify the Virtual Credit Card's recent authorizations and transactions.
    For HTS Agents:     Please reach out to your Team Lead for assistance in verifying the VCC transaction and to obtain a screenshot of the transaction history.
  2. Respond to the hotel partner's email using the appropriate "From" email alias designated for hotel/partner communications
  3. Use and customize the following shortcuts based on the specific request
      • #Hotel_Partner_Portal
      • #HOTEL_Send_VCC
      • #HOTEL_VCC_Decline_Advice_of_Correct_Procedure
  4. Take a screenshot of the Recent Authorization page and paste it in the email

⚠ Important:

For legal purposes, the user login information in the top right corner should be cropped out.

✅Good sample screenshot

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❌Incorrect sample screenshot

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  1. Update the Universal Agent Disposition.
  2. Mark the case as "DONE"

⚠ IMPORTANT:

It is MANDATORY to include this disclaimer when sending Virtual Credit Card (VCC) information to a hotel or partner as it legally protects the company.

'This message is transmitted to you by or on behalf of Hopper (USA), Inc. It is intended exclusively for the individual or entity to which it is addressed. The substance of this message, along with any attachments, may contain information that is proprietary, and/or confidential. If you are not the designated recipient of this message, you are not authorized to read, print, retain, copy or disseminate this message or any part of it. If you have received this message in error, please destroy and/or delete all copies of it and notify the sender of the error by return e-mail.'

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