1. Open the mail on Zoho by searching either the Booking ID or the name on the booking.
2. Tap on the “Get Direction to the Hotel” on Zoho.
3. Verify that the address on Zoho and the address on Google Maps are the same.
   1. If same - (Jump to Step 6)
   2. If different - (Jump to Step 4)


4. If address is different
   1. Copy the full hotel name mentioned on Zoho and search on Google.
   2. The phone number should be mentioned on the right side. (Jump to Step 6)
   3. If phone number still not available. (Jump to Step 5)


5. If call did not go through or phone number not found,
   1. Search the full hotel name on Google and open the hotel’s official website.
   2. Try to find “CONTACT” mentioned anywhere on the website. (usually on the top or the bottom of the page)
   3. If number available. (Jump to Step 6)
   4. If number not available. (Inform someone)


6. If starts with +1 then call using OpenPhone or else call using Localphone.
7. Once the call is connected, follow the automated voice instructions to connect to either the front desk or the booking department. (It is mandatory to check both departments).
8. When the call is connected to the operator then verify -
   1. The hotel name.
   2. First and last name of the user.
   3. Dates of the reservation.
   4. Payment has been made or not.
   5. Take the hotel confirmation number.

1. Open the mail on Zoho by searching either the Booking ID or the name on the booking.
   

   



2. Tap on the “Display Now” button.
   

   



3. Select and copy the whole email from “Your Waylo Booking Request” (on the top) to the Facebook icon (at the bottom).
   

   



4. Tap on “New Mail” (on the top left side) of Zoho.
   

   



5. Paste the copied content on the body of the new mail.





6. Change “Your request has been received” or “Your request is confirmed” to “Your request has been cancelled” or ”Your request is cancelled”.
   

   



7. Copy the whole subject from the previous mail. In the new mail write “Cancelled: 1465800000XXXXX - “ in the subject and then paste the whole subject that was copied. Example - Cancelled: 1465800000XXXXX - XXX Hotel (19 Dec, 2019 - 26 Dec, 2019)
   

   



8. From the previous mail copy the email address that is mentioned in “To” and paste it at the same place in the new mail.
   

   



9. Tap on the down arrow on the “Send” button and click on the “Send right now” option.
   

   

1. Open the mail on Zoho by searching either the Booking ID or the name on the booking.
   

   



2. Tap on the “Display Now” button.
   

   



3. Select and copy the whole email from “Your Waylo Booking Request” (on the top) to the Facebook icon (at the bottom).
   

   



4. Tap on “New Mail” (on the top left side) of Zoho.
   

   



5. Paste the copied content on the body of the new mail.
   

   



6. Change “Your request has been received” or “Your request is confirmed” to “Your request has been refunded” or ”Your request is refunded”.
   

   



7. Scroll down and change the “Total” (where the total price will be mentioned) to “Total Refund”.
   

   



8. Copy the whole subject from the previous mail. In the new mail write “Cancelled: 1465800000XXXXX - “ in the subject and then paste the whole subject that was copied. Example - Cancelled: 1465800000XXXXX - XXX Hotel (19 Dec, 2019 - 26 Dec, 2019)
   

   



9. From the previous mail copy the email address that is mentioned in “To” and paste it at the same place in the new mail.
   

   



10. Tap on the down arrow on the “Send” button and click on the “Send right now” option.
    

    

1. The user makes the payment and books a hotel on Waylo. The confirmation email can be seen on Zoho.


2. The booking team on Waylo checks all the data on the confirmation email and simultaneously checks all the available suppliers (list of suppliers available on Trello) for Waylo to get the cheapest rate from one of the suppliers for the same deal.


3. After the booking team gets the best similar cheapest rate for the reservation, the booking is placed from our end to the supplier.


4. Now, the supplier can further book the same thing through one of their own suppliers or they can book it with the hotel. At the end of this chain, the supplier will book it with the hotel.


5. Usually after 24 hours of booking, the hotel will be able to see the booking which can be verified after making the call at the hotel.



Flow of booking -

User → Waylo → Supplier → Hotel
User → Waylo → Supplier → Supplier → Hotel
User → Waylo → Hotel

• Messenger -


1. Whenever a messenger user texts then you can see the name of the user, an image and location on the top right on Crisp.
2. The messenger users are automatically attended by the bot.
3. To stop the bot and start assisting manually enter “pause” and continue assisting as any normal user.


• Email -


1. For users emailing, you can see the name and email address on the top right on Crisp.
2. The email users can be differentiated from other users as they do not have the green dot i.e. the online icon.
3. Assist them normally like any other user but remember this is not immediate so try to write all the details in one email rather than multiple small texts.

1. If the user is requesting for a non-refundable booking cancellation then,
1. ask the reason of cancellation.
• if the user is cancelling on medical grounds then ask them to send us the medical certificate or doctor's letter on support@thewaylo.com (jump to 1 b)
• if the user is cancelling for any other reason and cannot provide proof. (jump to 1 b)
2. tell the user - “As your booking is non-refundable we will have to contact the hotel for the cancellation. For non-refundable cancellations, if the hotel agrees to refund then only we will be able to refund. Please allow us some time. We will update you within 24 hours.”
2. Call the hotel and ask the operator if they can cancel the reservation without any charges,
1. if yes, ask them to cancel and process the refund. (jump to 3)
2. if yes can be cancelled but will be charged then just ask the amount that will be charged (jump to 3)
3. if no, cannot be cancelled or full amount will be charged or need to contact supplier to cancel then call the supplier and request them to cancel without any charges. (jump to 3)
3. Do not forget to take the operator’s name and end the call.

1. Open the mail on Zoho by searching the Booking ID.
2. Open the above Booking form.
3. Fill up process -
   1. USER ID - Leave it blank.
   2. USER Name - Copy paste the full name on the booking from Zoho.
   3. USER Email ID - Copy paste the email address from Zoho.
   4. Total Price With Taxes (Waylo) - Copy paste the total amount mentioned from Zoho.
   5. Total Room Price (from Expedia) - Open the exact same deal (same hotel, dates, guests) and select the correct room type as mentioned on Zoho. If room type is “Room Selected by Hotel” then select the cheapest rate and get to the final page on Hotels.com. Copy paste the “Subtotal”.
   6. Total Taxes - Copy paste the “Taxes and fees” from the page opened in the previous step.
   7. Start Date - Check-in date.
   8. End Date - Check-out date.
   9. Booking Confirmation Number - Copy paste Booking ID from Zoho.
   10. Booking Medium - Choose whichever medium was used for the assistance/booking. If the user was assisted over call, choosing the “Call” and pasting the phone number is mandatory in the “Other: “
   11. Currency - Whichever currency is mentioned on Zoho.
   12. Factor -
   • If the booking was made by providing the Waylo link to the rate that was already there, then choose 0.5
   • If the booking was made by providing Hotels.com rate and manually creating the link, then choose 1
   13. Support Member - Choose your name and choose whoever else has assisted the user previously or helped you to get this booking.
4. Submit

Note: The call at the hotel to verify must be placed 24 - 36 hours after the booking team booked it with the supplier.

1. If the hotel cannot find the reservation inform whoever assigned the call, (Jump to 3)
2. If the hotel says the booking is cancelled,
1. Ask them the cancellation date and the name of the person who cancelled (try to get as many answers)
2. Clarify with the booking team if this was supposed to be cancelled or not.
3. Fill the “Send Email Info” form that will mail the supplier informing them the same thing.
4. If it an emergency (check-in date is near or some other user issue) then call the supplier and ask them to solve it on phone.
5. Call and clarify with the hotel later again.

• Open Trello and the first two cards on the top left screen have the supplier numbers and email address.

• Open Zoho, on the extreme left hand side pane tap on “notes” to see the numbers and email address.

On lucky orange we use only two tabs - Live Visitors and Recordings

1. Start with “Hello, this is Waylo travel agency. How may I help you?” (this greeting question can be changed to anyway possible but keep in mind to be respectful towards the user)
2. Answer the user according to their questions.
3. The user can book, cancel, call about issue or anything else.
4. Try to note down all the information the user is giving to be able to assist much better.

Note: Price match only works if the user has not made a booking yet or they have a refundable reservation already booked.

If any user comes up with a cheaper price either while they are booking a hotel at the moment or they have already booked something in the past then -

1. Ask for the total amount and all (dates, guests, cancellation, breakfast, etc) the details of the reservation that they are getting on the different website.
2. Ask the website name and check with the exact details to clarify if the user’s price is visible to you or not.
   OR
   Ask for a screenshot or the direct link to the deal that they are getting.
3. If the deal is visible to you, as the user says then -
• Check Waylo and Hotels.com for the rate that is cheaper than what the user is demanding for.
• If it is available then give them our new rate the way we provide our Waylo or Hotels.com rate normally.
• If it is not available or the rates are more then contact the booking team as soon as possible and ask them to check for the price match.
4. If the deal is not visible to you, then ask the user to go ahead with the deal that they are getting on the other website.