Welcome message : 1:45:33 6:18:67 4:04:68 disconnecting message>>> Since we are now connected on call, I will be disconnecting this chat. AWS>>> https://eg-omnichannel-servicing-prod.my.connect.aws/analytics-dashboards?reportArn=arn:aws:connect… iex>>> https://cnxnice02b.nicecloudsvc.com/wfm/webstation/my-schedule prompt for ai>>> Help me to construct a customer centric sentences in response of the traveler response which includes acknowledge empathy assurance CHAT: Hi! Appreciate you stopping by Vrbo Customer Support. I’m Abheesht, and I’ve got your back from here. I’m quickly reviewing your chat with our virtual assistant, so you won’t need to repeat yourself. If a concern was mentioned: Got it, (Traveler’s Name). I see that (Question/Request/Concern). If NO concern was mentioned: Looks like you didn’t share much yet, (Traveler’s Name). How about telling me what you’re looking for so we can get started? CALL: Thanks for reaching out to Vrbo. You are connected to Abheesht. Who do I have the pleasure of assisting today? VERIFICATION: CHAT: To make sure I pull up the correct information, could you confirm if this is your email registered with VRBO account: Could you please provide the verified email address associated with your account? Thank you for confirming. Allow me 1-2 minutes as I access your account to help you. CALL: Full name and registered email. Could you please provide the verified email address associated with your account? Please allow me a quick minute to find the information I hope we are discussing about the reservation: This is an automated message sent from the system. Please reply with anything if sent again. Thank you and I am still checking it for you. AER: and rest assured, I will do my all to get the best possible resolution for you. rest assured, I will check the details for you. I understand you wish to cancel your booking and rest assured, I will surely assist you with it. I am sorry to hear that concern I can imagine how this can be inconvenient for you and rest assured, I will check the details for you. MEDICAL EMERGENCY: We are so sorry to hear about your medical emergency and wish you a speedy and full recovery. Please take all the time you need to rest and focus on your health. I am so sorry to hear you're dealing with this health concern. Please know I’m here to take the weight of these travel details off your shoulders It sounds like you’ve been through a lot recently. I appreciate you reaching out so I can help make this process as smooth as possible for you DEATH: I am so very sorry to hear about your family's loss. Please accept my deepest sympathies during this incredibly difficult time and rest assured, I will do my all to get the best possible resolution for you. To summarize, you want to I recognize the concern. I hear your concern. I totally understand, let me take care of this for you. I will do my best to resolve the concern. Thank you confirming. Thank you for sharing the information. I see that we have already sent an email to you regarding an update on this case. HOLD: Please allow me 2-3 minutes to check the details for you so that I can assist you further. Kindly stay connected. Requesting you to kindly stay on the line for 2 to 3 minutes while I reach out to the host. Please bear with me for just a moment longer while I gather the necessary information. I want to ensure I provide you with the most accurate and helpful details possible Please stay on the line for a few minutes while I check in with the host. Your request is a priority for me. I'm just looking into the best solution and will be back with you in a moment I am working on your request, and it may take just a few minutes longer. I will provide you with an update within 2 to 3 minutes Thank you for your patience. Appreciate your understanding. I hope we are still connected. Please be rest assured CANCELLATION: REFUNDABLE: I have some good news! After reviewing the details, I can confirm that your reservation is eligible for a full refund. I would be happy to process the cancellation for you now—would you like me to proceed? NON-REFUNDABLE: I’ve checked your booking and noted that it is currently past the free cancellation window. However, given your urgent request, I will contact the host to request a special exception. I am happy to advocate for you and will let you know as soon as I have an update. I am sorry to inform you that the reservation has already crossed the free cancellation deadline. I truly understand your concern, and I would like to go a step further for you by contacting the host to see if they are willing to make an exception in this case. I’ll be your advocate and try my best to help. 3rd party - It appears the host uses their own payment system, which means they are best positioned to assist you with this specific request. You can reach them directly at [Phone Number]. In the meantime, I will send a follow-up email to the host to advocate for your request and ask that they prioritize your case. I understand that you are concerned and be rest assured VRBO authenticates every aspect and they lists the properties on the site. IPM cancellation: The host manages their own bookings and payments through their own platform service. Because they charge your card directly, they are the only ones who can authorize cancellations or changes. INSURANCE: It was a wise decision to secure trip protection for your booking. Although I contacted the host to request a special cancellation exception on your behalf, they are unable to waive their policy at this time. Since the reservation is past the free cancellation deadline, your next best step is to file a claim with your insurance provider. I understand you have trip protection, which is very helpful here. I reached out to the host to see if they would make an exception to their policy, but they have decided to stick to their original terms. In this case, I suggest filing a claim with your insurance provider to begin the refund process. EMPATHY : ^Statements you may use --- I truly apologize for the inconvenience and the hassle you went through. Please accept my heartfelt apologies for any distress this may have caused. I certainly do apologize. I know it is frustrating and really challenging. I am so sorry to hear that. I will do my best to help you with the concerns. I can see why you'd be frustrated with this. I understand how upsetting this must be for you. I'd feel the same way in your situation. That's definitely not the experience we want you to have. It sounds like this has been a challenging experience for you I know this isn't the outcome you were hoping for, and I wish the circumstances were different. Let's look at our options for - BACK OFFICE: Thank you for patiently waiting. The host is currently unavailable, so I am transferring your concern to our specialized support team to continue the outreach. You will receive a confirmation email containing your case number. Please reply to that message if you have any additional concerns, and we will keep you informed of the outcome. Please do not worry about anything regarding your booking. We hope you are able to get the rest you need for a full recovery. CLOSING: Please let me know if you need any further assistance, I am here to help? Hopefully the information provided has been helpful. Let me know if you need any further assistance? Should further information or clarification be needed, please feel free, I am here for you? I hope I was able to help you out on your concern and resolved all your queries? Hope I have answered all your questions today? Is there anything else I may assist you with today? I hope I was able to help you out on your concern and resolved all your queries? I hope I was able to brighten your day. Thank you for choosing Vrbo, and wish you a blessed day ahead. Thank you for choosing Vrbo, and wish you a blessed day ahead. Death in family: I am so incredibly sorry for your loss. Please take all the time you need to be with your loved ones and take care of yourself during this difficult time. Wishing you peace and strength Perfect. I hope that I was able to help you or help you with your concern. An email survey will be sent to you shortly, and I would highly value your feedback on our interaction. It was a pleasure helping you! You'll receive a quick email survey about our interaction shortly. We love hearing from you, so please share your thoughts. Have a wonderful day! It was my pleasure helping you out. I will be sending you a request for feedback on the app after this chat. This is a small survey and is totally based on the service which I have provided to you. Please take a moment to complete the survey and share your experience. Name-Lyndal Hesterberg Res ID-56447 Case ID-147894194 Concern - GT was asked for additional 600$ deposit charge which was not mentioned in the agreement// IPM sent a contract which stated this. Action taken- Was unable to view the contract/ BO for follow up Guest would like a Callback. on this number +13038185353 Receipt Vrbo is only the merchant of record for the reservation and collects the service fee only, and the payment is sent to the host, thus we are reaching out to the host to get the invoice. Since the host manages the billing for this reservation, they are the ones who can provide your invoice. I can provide their contact number for you right now so you can reach out to them—would that be helpful? Name- Res ID- Case ID- Concern- Action taken- Generali: (800) 349-8218/8885013025 VRBO contact number: AMER: 1-877-202-4291 UK: +44 203 514 5512 AU: 1800 662 594 or +612 8015 2783 NZ: 09 909 7879 or +64 9801 1377 Expedia contact number: Relo Expedia: 844 814 6703 UK: 0800 032 5622 International: +44 203 788 6202 Email to host>>> We are writing to follow up on the situation regarding guest _ for reservation- _ The guest wish to cancel the reservation as there is a change in plans. Please proceed with the cancellation from your end and we can Request for a cancellation waiver on our end so that this immediate cancellation does not negatively affect your performance metrics. Please reply to this email at your earliest convenience with your decision on the refund amount. modification>>>> I would like to request a date modification for an existing reservation. Here are the current booking details: Property: Guest Name: Original Dates: Please change the reservation to the following New Dates: Once the update is complete, please send a confirmation directly to the traveler. Thank you for your assistance. Refund initiated>>>> We are writing to confirm that a refund has been initiated for your cancelled reservation at the ____property. Here are the details of your transaction: Booked dates: Refund Initiated For: Refund Amount: Payment ID: The funds will be returned to your original payment method. Depending on your financial institution, the processing time may take a few business days to reflect in your account. Additionally, if you need to discuss any issues or questions regarding your new reservation, please do not hesitate to contact our Vrbo support team directly at 1-877-202-4291. Thank you for your patience, and please let us know if you need any further assistance. Payment link>>> I am writing regarding the upcoming booking for Ferienwohnung Rosello 2 (Istrien - Novigrad) from September 5, 2026, to September 19, 2026, under the guest name Luise Noack. The guest is trying to pay their first installment of _, which is now due. However, they have not yet received the payment link to process this transaction. Please send the secure payment link directly to the traveler as soon as possible so they can secure their reservation. Once sent, please reply to this email to confirm. REQUEST DOC's: I hope this email finds you well. Requesting you kindly reply to this email with the supporting documents in regards to the booking cancellation for your reservation ID: 57872211 CANCELLATION CONFIRMATION: We have good news regarding your request. This email is to confirm that your reservation, [Optional: Reservation ID], has been successfully cancelled. A full refund will be processed and returned to your original payment method within 5 to 7 business days. Please note that the exact posting time may depend on your bank or financial institution's processing procedures. Thank you for your business. We hope to see you again in the future. CHAT DISCONNECT: We sincerely apologize that our recent chat session regarding your cancellation request was unexpectedly disconnected. A phone call was attempted immediately following the disconnection, but it was transferred to voicemail. Please reach out via the online chat service or by phone to proceed with the cancellation. Apologies again for any inconvenience. CANCEL BOOKING (email to host) I hope this message finds you well. I am writing to inform you that our guest, Jacklyn Brown, has requested to cancel their reservation (ROJ-338-623). We kindly ask you to process the cancellation at your earliest convenience and initiate the refund for the guest. If you require any additional information or assistance in this matter, please do not hesitate to reach out. Thank you for your prompt attention to this request. Reservation details>>>> I hope this message finds you well. I am writing to inform you that our guest, ___, has requested the full details for reservation _ property name___ Please find the complete breakdown below: Stay Information Number of Nights: [Insert number] Number of Adults: [Insert number] Number of Children: [Insert number] Number of Pets: [Insert number] Below is the Price Breakdown Cancellation Policy[Insert cancellation policy text here] If you require any additional information or assistance regarding this matter, please do not hesitate to reach out. Thank you for your prompt attention to this request. Request invoice>>> I hope this message finds you well. I am writing to inform you that our guest, Jacklyn Brown, has requested the invoice for reservation ROJ-338-623. Could you please share the invoice, including all itemized charges, as soon as possible? If you require any additional information or assistance regarding this matter, please do not hesitate to reach out. Thank you for your prompt attention to this request. Expiration One key cash: OneKeyCash earned on bookings will not expire as long as you have made an eligible booking or make a redemption at least once every 18 months. OneKeyCash received through promotions can expire sooner. SYSTEM DISCONNECT MESSAGE: We noticed you haven’t been active for a while. If you’re still there, please let us know by replying within 2 minutes to keep your chat session open. Your chat session has expired due to inactivity. Please feel free to contact us if you have any further questions or need additional assistance. UNRESPONSIVE HOST: My name is Abheesht with Vrbo, I am calling because you have a traveler who has been unable to reach you regarding [insert critical amenity question]. Please call them at[insert phone number, within the [timeframe]. They have attempted to contact you previously and are concerned. If you do not respond to the traveler to provide them with the desired information they are looking for within [insert timeframe], the reservation may be cancelled and refunded. If you have any questions, please contact us through our Help Center. Your Case number is [XXXXXXXX] request for proof>>> I hope this message finds you well. Request you to please share the images on this email. Thank you for your patience. Opening Thanks for reaching out to Vrbo. You are connected to Abheesht. How may I assist you today? AER Cancel booking- I see you wish to cancel the booking as I can understand travel plans can change unexpectedly and now that you are now connected and wish to proceed with canceling your booking. I am here to help you navigate this process smoothly. Host not responding- I sincerely apologize for the lack of communication you have experienced with the host and now that we are in contact, I will personally oversee your case to ensure a prompt resolution. Host asking to cancel- I truly apologize for the disruption to your plans and the stress of this request host has created and I will handle this personally and will see all possible ways to help you. (I apologize for the stress this situation has caused, the host has requested a cancellation. I am emailing them now to ensure they formally cancel the reservation on their end, as host cancellations are taken very seriously and will result in appropriate penalties.) Host cancellation VRBO care- I truly apologize for the disruption to your plans, the stress of this request host has created and be rest assured you are covered under Vrbo care. We take host cancellation seriously and they are penalized for the cancellation. Refund not received- I sincerely apologize that you are still waiting for your refund and I understand how worrying this must be, I will personally investigate the payment status right now to ensure a prompt resolution. Check in instructions not received- I sincerely apologize not having essential access information as it throws a major wrench in your plans and please rest assured that getting these details to you is my top priority. No response from BO- I'm sorry you were left waiting for a solution and now that you are connected to me, let me start by checking on that for you right away. Unable to log in I understand that being unable to access your account is worrying and especially when you need to manage an important booking, I will surely get this looked into for you. Host not responding/ Relocation/ RTE/stranded I am incredibly sorry and I can only imagine how stressful that is right before your trip. We will not leave you stranded, we are here for you throughout your travel journey and are committed to resolving this situation quickly and efficiently. VERIFICATION: In order to access your account and help you is this the registered email Is this the booking we are discussing about HOLD: Thank you for confirming. Allow me 1-2 minutes as, I access your account to help you. Please allow me 2-3 minutes to check the details for you so that I can assist you further. Kindly stay connected as I will need your presence to resolve the concern today. Your request is a priority for me. I'm just looking into the best solution and will be back with you in a moment I am working on your request, and it may take just a few minutes longer. I will provide you with an update within 2 to 3 minutes UNHOLD Appreciate your understanding. I am grateful for your patience. I appreciate you giving me the time to look into this. I value your time and appreciate you waiting while I looked into your request. Calling Host: In order to assist you further and expedite the resolution, I am going to contact the host directly now. Please stay connected while I make that call. Transferring to BO: I sincerely apologize, I was unable to reach the host directly by phone just now. However, please be rest assured that I am taking proactive steps to resolve this: I am personally emailing the host immediately with an urgent request for the necessary information. I am assigning your case to our specialized support team, who will take ownership and ensure continuous follow-up and you with l updated resolution within the next 24 hours. May I know if you would like to be notified via call or email? Noted! We will update you in 24Hrs. I know you've already had to put a lot of effort into this situation, so to ensure this is handled efficiently and that you don't have the burden of chasing us for updates, I am personally emailing the host right now. I'm also assigning your case to our specialized follow-up team. They will monitor this closely and you will receive an update from them within 24 hours. BO transfer:- Issue:- Action:- Listing ID:- Contact method:- Empathy for SNAD I can only imagine how disappointing it is to arrive and find that the [amenity] isn't working/available, especially if you were looking forward to using it. Thank you for letting us know right away. I understand your frustration, and I apologize for the disruption to your stay. I am reaching out to the property now to find a immediate fix or an alternative solution for you CANCELLATION: REFUNDABLE: I have a good news, upon checking the details currently the reservations is eligible for a full refund and I am happy to process the cancellation. Would you like me to proceed with the cancellation? NON-REFUNDABLE: Upon checking the details I am afraid, currently the reservations has crossed the free cancellation window. I understand the urgency of your request and for you let me go an extra mile for you and contact the host to advocate on your behalf and try for an exception. Does that sound better? IPM third party - As I can see here the host is using a 3rd party software for the payment, which means the maximum visibility and the full control of the payment is in the hands of the host only. So, what I can do is provide you the host contact number so you can directly contact the host regarding the (issue…..example- payments, invoice….------) & from my end I will be emailing the host for you and informing them to help you out as soon as possible. INSURANCE: I understand you have purchased trip protection and I am glad you did that. However the policies made by the host and currently the reservation has passed the free cancellation window. I went an extra mile for you and contacted the hosted to get an exception for you however the host is strict with the policies. In this situation you can file a claim with the help of the Insurance you have purchased. Merge account ONEKEYCASH I completely understand why you'd want to merge your accounts—it makes managing everything so much simpler! Unfortunately, our system isn't set up to allow us to combine accounts directly right now. Instead, we recommend using up all your OneKeyCash on one account, and then using the other one exclusively going forward. This ensures all your future bookings, cash, and tier status progress are all in one place, making everything much easier to track in the long run. Requesting documents: I have sent you an email, please provide the required information. It provides the necessary clarity helps to rapidly process your request. Thanking for the documents shared: Thank you so much for your quick response and for sending over those documents. Because of your prompt cooperation, I was able to fast-track the process for you. Positive It was my pleasure helping you out. I will be sending you a request for feedback via email after this chat. This is a small survey and is totally based on the service which I have provided to you. Please take a moment to complete the survey and share your experience. Thank you for choosing Vrbo, and wish you a blessed day ahead Case ID: 152561097 - check-in instructions Email on if update from host: Cindylhackman@gmail.com +1 (540) 494-8690for update from host Traveler wishes to speak with a different agent: The Professional Reassurance: "I completely understand that you'd like to speak with a representative in the U.S. While I am the agent currently available to assist you, I am fully trained on [Specific Issue] and want to make sure we get this resolved for you right now." The "One Team" Approach: "I understand your preference. However, all our agents—regardless of location—work together on the same systems to provide the same support. I have your account pulled up and would be happy to look into this for you immediately." Handling Continued Refusal: "I hear your frustration and wish I could fulfill that request for you. Unfortunately, I don't have an option to transfer you to a different region at this time. I am here and ready to help if you'd like to proceed with me today. If the customer becomes verbally abusive, you can say: "I want to help you, but I cannot continue if the conversation is not respectful. Can we focus on resolving [the issue] together?" Articles>>> Vrbo Traveler | Property issue definitions Vrbo Traveler | Financial concession process Vrbo Traveler | Global CE payout approval matrix Vrbo Traveler | T1 Traveler Back Office Transfer Guidelines Vrbo Traveler | Unresponsive host contacts / SNAD / Partner financial hardship SURVEY >>>> After this chat ends, you will receive a survey. Please help us with 20-30 secs of your valuable time. It helps us and motivates us to make the changes to our system for our beloved guests as per their requirements and needs. >>> To add your One Key Cash, please follow these quick >>> Steps: Select your destination, travel dates, and guest count. Click the "Use One Key Cash" toggle button found just above the property list. You can also find this toggle on the left side of the property page inside the date and guest box. Switch the toggle on to use your rewards, or leave it off if you don't want to use them. Please note: If the toggle button isn't visible, that specific property doesn't accept One Key Cash. You will need to choose another property to use your rewards. >>>One Key cash>>> I have reviewed your case. As mentioned earlier, the option to apply One Key Cash is only available during the initial booking and first payment. Because this reservation is already completed and paid in full, we unfortunately cannot apply it now. However, you can absolutely use your One Key Cash on a future booking now that you know how the process works.