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The Roomiepedia
  1. How to list a room (Back-end)
  2. Sales Department
    1. Our Mission and Vision.
    2. Useful Links
    3. Recruitment
      1. Junior Sales Representative
    4. Info Hoteles FAQs
      1. Stay at 7
      2. a&o
    5. Sales Team Leader
    6. Coupon
  3. Customer Support
    1. Our Vision
    2. Customer Support Roles
    3. KPI'S (Key Process Indicators)
    4. Tickets
      1. How to create Tickets using Hubspot
      2. Ticket Lifetime
        1. 1-Ticket Setup
        2. 2- Set ticket owner
        3. 3-Action Taken
        4. 4-Stage change
        5. 5-6-7 Task Setting - Follow up and Ticket Lifetime
    5. Booking Process
      1. Double-check Booking
      2. UR Booking Request Proforma
    6. Refund Process
    7. Property Contact Information
    8. Templates
      1. First response
      2. Refund not applicable
      3. No availability
      4. Archer Call
      5. 01 - Booking Response
      6. 02 - Booking Request
      7. 03 - Booking Confirmation
      8. Refund Request (RR)
      9. PayPal Payments
    9. Negative Booking Request Procedure
    10. Glossary
  4. Survey for leads and chats
  5. The Netherlands
    1. Registration Advisory - The Netherlands
    2. REGISTRATION BSN - BSN RNI
    3. Bank Accounts
    4. Health Insurance
  6. Tourist and City Taxes
  7. Correcting information in deal
  8. Community Management
  9. Business Development
    1. The Business Developer Role
    2. 7 skills you need in business development
    3. The Hotel Industry
    4. Understanding Long-stay
    5. Setting up Long-stay Rates
    6. a&o Contacts
    7. Hotel/Hostel criteria
  10. Hotel contacts
    1. a&o
    2. Steelhouse
    3. King-Kong
    4. iPartment
    5. Best Western Plus Amstelveen / Zaandam
    6. Stay at 7 (Delft & The Hague)
    7. Dakura
    8. Neohostel Berlin
    9. Visito Aparthouse (Sofia, Bulgaria)
    10. The Boc (Mallorca)
    11. The Flying Pig (Noordwijk/Leiden)
    12. Van Maric (Berlin)
    13. Hostel Bergen Montana, Noruega
    14. Salerno (Rome)
    15. Sun & Moon (Barcelona)
    16. Art Factory Soho y San Telmo (Buenos Aires)
    17. Babel Departamentos (Buenos Aires)
  11. IT Support
    1. Hosting Size Limit Exceeded
  12. Project Management
  13. ClickUp Project Management System
Tickets {{ currentPage ? currentPage.title : "" }}

Ticket Creation and Handling

Disclaimer: In order to make this article and our beloved Roomiepedia shorter we use lots of abbreviations and acronyms, please take a look at our glossary to avoid headaches.

Every time Customer Support interacts with a…

  • Customer

  • Possible customer

  • Partner

  • Colleague

…and action must be taken by the Urban Roomie team, a ticket should be created or updated.

Important:

  • Every action should be also logged in the ticket.

  • The other party should always receive their Ticket Number via email

Case#

Trigger

Action

Ticket Category

Priority

001

Booking via Website

Open Ticket and Follow Booking Procedure (This ticket can’t be closed until the Customer has been followed up)

Booking

Medium / High

002

Booking via Chat or Phone

Open Ticket and Follow Booking Procedure

Booking

Medium / High

003

The customer has a doubt regarding terms and conditions, payment, booking process, etc

1-Open Ticket

2- Take notes of the inquiry in the ticket

3- Check the RMP for the answer if needed

4- No answer in the RMP? Be a hero, Find the answer and add it to the RMP

4- Inform customer

5- Close ticket

General Enquiry

Low

004

The customer inquires about a Room or Location that is out of stock but is available in our portfolio

1- Open Ticket

2 - Contact BD in charge - ST: WCS

3- Once the BD reply Inform the customer

4- Make a note of the outcome and ST Closed

5- If the customer wishes to make a booking create a new ticket.

Availability Request

Medium

005

Customer Requests a Refund

1- Update Ticket

2-Follow refund procedure

Booking

Medium

006

Partner informs that service booked is not available

1- Update Ticket

PRI HIGH

2- Inform BD

3- Check for alternatives

4- Call Customer and send an email at the same time

Booking

High

007

Customer requests a check-in or check-out date modification

1- Update Ticket

1.a Contact property to check the feasibility of the modification. ST WPA

2- Check the costs for the modification https://urbanroomie.com/cancellation-fees/

3- Inform the customer via mail of the costs and conditions and attach a payment link to the email. ST WC

4-If the customer completes the payment, request the property the modification

5- After the property confirms the modification inform the customer via mail

6- ST WFC

Booking

High

008

Partner is Terminating or changing a booking after or before the check-in.

Or

The customer is complaining about a problem with: The general conditions of the hotel, being discriminated by the hotel staff, having a bad experience

1-Update Ticket

2- Contact Customer, via phone and research to understand the situation better

3- Inform BD via Email, put Management in CC

4- Send an email to the customer informing him that we are working on the case and that we will do our best to protect their interests.

5- Create a Task to check again with the BD in no more than a business day

6- ST Waiting on BD

7- After BD Replies and updates the ticket, inform the customer of the solution or situation. Try to offer a room in añother location if we couldn’t arrive at a solution with the partner.

Partner Issue

High

009

Urban Roomie need to pay invoice to partner or provider.

1-Update Ticket

2-Make the corresponding note and attach the invoice.

3-Plase the ticket in the Waiting on admin queue.

4-Inform admin on Slack.

Billing issue

High/Medium/Low

(depending on the case)

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