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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
1-Ticket Setup {{ currentPage ? currentPage.title : "" }}

Tickets are created automatically when an email arrives at help@urbanroomie.com

Normally The Ticket Wizard will be in charge of Setting up the ticket properly.

To make it easier we are going to use the two following examples to go over the process

  • The customer Guillermo Herrero emailed us , because he wants to know if it’s possible to pay In cash for the upfront payment for a room at Hotel Miami

Steps

1- Read the ticket

2- Decide whether to set up the new ticket or update a previous one

In this case, since we don’t have a previous ticket for the Booking we are going to setup the new one

3- Select the appropriate category

In this case, we are going to change the Category to General inquiry

5- Select the appropriate priority

Since this is a prospective customer the priority is High, and should be contacted as soon as possible.

6- Change the title to something useful using the following template

REQUEST/ ISSUE - CUSTOMER NAME- ORDER NUMBER - PARTNER

Prospect doubt cash payment - Guillermo Herrero - Hotel Miami

Notice that since there is no order yet , we didn’t add an order number

7- Move to “EMAIL CLIENT WITH TICKET #” (This will automatically Send first response template email to customer)

8- Set on the right queue

In this case, Waiting on Customer Support

Now another case:

  • The Customer Mary Swanson requests a last-minute, change for the order 123456, the check-in date at Generator Amsterdam was 13/08 (tomorrow), but now she wants to check in on 16/08.

Steps

1- Read the ticket

2- Decide whether to set up the new ticket or update a previous one (Original Ticket)

In this case, since we have a (previous) Original ticket for the Booking, we are going to modify the Original ticket. Please, Inform in slack that you are going to work on the ticket by sharing the ticket number.

3- Copy the NEW information into the Original ticket, make a note of your actions on the NEW TICKET, mentioning the Original ticket number and close the NEW TICKET. We are going to continue working with the Original ticket.

We are going to copy-paste the email into the Original ticket as a note.

4- Select the appropriate category

In this case, we are going to change the Category from Booking to Modification Request

5- Select the appropriate priority

Since this is a last-minute request priority will be High

6- Change the title to something useful using the following template

REQUEST/ ISSUE - CUSTOMER NAME- ORDER NUMBER - PARTNER

Urgent Check in change- Mary Swanson- 123456 - Generator

7- Send first response template email to customer

8- Set on the right queue

In this case, Waiting on Customer Support

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