I’m working in the customer support of a tourism booking platform where users can rent out their properties. I receive a weird request from one of the users.
User: I continuously receive unwanted reservations! Please help me out!
The user has his own place available on the platform website for possible reservations. After reading this email, I call the user right away to better understand the situation.
User: Thanks for your call. As you can see, I have got plenty of reservations for the next months. I’d never accepted any of them! I’d like to cancel them all, please!
Me: I perfectly understand the situation and I am here to help you. Are you aware of having the Instant Booking option on? With this option, users can book instantly your place right away without asking for your confirmation.
User: …Instant what? Please just help me cancel the reservations. I am without any internet connection and the next guest arrives tomorrow. I cannot host him as I’m on holiday now.
It turns out that the user didn’t know about the Instant Booking option and I now need to educate him. Using all my soft skills, I inform him that he’ll have to pay a penalty fee for the cancellations required as he’s damaging other user’s experiences. I also have to support his ex-guests in finding new locations. It’s a hard task but I complete it professionally. Finally, I also receive a thank you email from the Instant Booking user.
User: Thank you so much for your help! Can you please call me when you are available? I’d like to have some tips for having more reservations.