Opening
 
If the intent is available in VAP, use:
“Thank you for calling. My name is, and I’ll help you in your reservation.” “Thanks for calling, this is. Let me help you with 
If the account doesn’t pop up, use:
“Thank you for calling. My name is. How may I help you?” 
Security Verification (Voice) 
Verified with Valid and Correct Itinerary number
"Are you calling about your reservation on December 1-3, 2023, at the La Quinta Inn?"
"Are we your reservation in La Quinta Inn on December 1-3, 2023?" 
Verified/Unverified customer who has a valid itinerary number
"May I please have the phone number or email address in the account? “
To uncover who is the caller ask the caller’s name:
“May I know your name, please?”
“May I have your name, please? So, I can address you properly.”
Verify the name of the customer
“Can you please confirm the last 4 digits of the card used to book this reservation?”
Mini-Recap (Voice)
If unverified by VA or the customer, use the following statement: 
“I see you want to (cancel) your upcoming reservation at the (La Quinta Inn) with the dates of [ Dates], right?” 
Discovery Question (Voice)
 
If the reason for the intent has been provided by the customer, proceed to Resolution. Otherwise, use:
“Could you fill me in what happened, please?” “May I know which room you’d like to cancel/change, please?” 
“May I know the exact dates you wanted, please?’
“Are you able to get the name and position who approved the cancellation/change without fees?”
Asking Question VS Confirming Intent 
asking a Question:
"How many nights will you be staying with us?"
"Would you prefer a room with a view of the city or the garden?"
"Do you have any dietary restrictions we should be aware of for breakfast?"
Confirming Intent:
"So, you would like to book a double room for three nights, correct?" "Just to confirm, you need a late checkout at 2 PM, is that right?" 
"You mentioned you need a crib in the room for your baby, is that correct?"
Cap Verbiage (Voice)
 
Confirm phone number with the customer. Let them know we will call them back if the call gets disconnected/dropped, and the call will come from US phone number.
“I wanted to let you know that in case our call gets disconnected, I’ll call you right back. The call will come from a U.S. number.
“Is your best call back number?" 
Resolution
Positive scripting Use power statements like 
“I will do my best in negotiating...”, 
“I exhausted all options possible...”, 
“Great news!”
Highlighting resolution
Highlight the good news, what is possible, and what can be done! “Glad I was able to answer your questions!”
“I’m happy I was able to change your reservation” 
“My pleasure to help you get your full refund.”  
Further Assistance 
“Is there anything else I can assist you with today?”
“In the meantime, is there anything else I can assist you with today?” “Aside from this, is there anything else I can assist you with today?”
Closing Spiel 
Positive Resolution: 
“I’m glad I was able to help you today! I appreciate any feedback you have about your experience with me today. Have a wonderful day.”
Incomplete/Negative Resolution:
 
“We have explored every possible option to resolve your concern, but unfortunately, there is nothing else we can do. I’m sorry I wasn’t able to help you more today. Please don’t hesitate to reach out in the future if you have any additional questions.” 
Follow up still needed:
“I’m glad I could get this process started for you today. My team will follow up with an update within 72 hours. I appreciate any feedback you have about your experience with me today. Have a wonderful day.”
 
Then, ending spiel 
“Thank you for choosing. Bye for now."
OUTBOUND CALL SPIEL:

Hi, this is Blas from [BRAND]. Am I speaking with an authorized person? Thank you! May I have your first name and position?
The reason for my call is that our mutual customer, [CUSTOMER NAME], with reservation dates of [DATES], who wants to request a refund due to [reason] for an unused reservation. Here is the hotel confirmation ID: [ ]. May I know if we can refund the customer in full?