MICRO LEARNING

Leisure
Corporate
Hotel
Other

Leisure
Booking
Subcategory
Definition
Booking request
Booking request
Questions
to existing bookings
Questions to existing bookings
Group
booking
Group booking request
Booking
confirmation
Booking confirmation request
Failed
booking
Booking is failed due to
technical or any other reason
Double
booking
Supposed double or multiple
booking

Leisure
Cancellation/Modification
Cancellation
within deadline
Cancellation of the
booking within free of
charge period. No fees
for the customer.
Cancellation
out of deadline (with
fees)
Cancellation of the
booking out of free of
charge period. Customer
is
charged.
Cancellation
out of deadline (no
fees)
Cancellation of the
booking out of free of
charge period. No fees for
the
customer.
Changes of reservation
Customer wants to modify
his booking (Date, rooms)/
questions about
possible modifications

Leisure
NO GO/ NO SHOW
No Go
before stay
Booking can't be
confirmed, customer
does
not have a room/room
type is not available,
hotel is overbooked
No Go
after stay
Booking can't be
confirmed, customer
does not have a
room/room type is
not available, hotel is
overbooked
Hotel is
closed
Customer informs the
hotel is closed
(termanation of
bussiness,
insolvency)
Incorrect
Rate
Customer stating his
booking has an incorrect
rate of a specific booking
seeking clarification

Leisure
COMPLAINTS
Hotel
Quality
Customer has a complaint (f.e.
dirty room,
payment issues, no services
where provided)
Case
Status
Technical
issue (web or app)
Received
anwer is not accepted
Customer wants to get an
update on his case statuse (2nd
level)
Customer complaints facing
technical issue (web or app)
Customer is not sutisfied with
answer he's got
Legal
Customer needs legal data
clarification or has a legal
complaint
Incorrect
Geo/Location
Voucher
issues
Customer complaints incorrect
geo/location provided
Customer requests additional
information or informing us
about the issues
with HRS Voucher
Technical
issue - Multisource
Customer is facing technical
difficalties with Multisource

Leisure
INFORMATION
General
Questions
Compliment
Recommendation
Travelpolicy
GDPR
request
Info
Client-Hotel
HRS DEAL
RATE
PARITY
Loyalty
Action
Customer's general questions (f.e.
booking
process, conditions, swimming pool)
Customer compliment to HRS
Customer send a recommendation for
improvement.
Customer asks for information about the
travel policy.
Customer wants information about his
data or deletion of his data
Support needed to contact the hotel
(customer wants to provide he
information to the property)
Information about HRS Product - Special
hotel/special price offer
"HRS Deal"
Information about HRS Product - Rate
comparing "Rate Parity"
All the questions about HRS loyalty
actions ( ADAC, Bahn.bonus,
Hotel Bonus Program, Miles
& More)
My HRS
All other topics of My HRS

Leisure
PAY
Invoice
Collection
Invoice
Rejection
Invoice Follow-up
Invoice
Collection/Rejection/Follow-up
Incorrect
charge
CC can not be charged
Additional
TAXes /FEEs
CC was
charged inspite of cancelation
Refund
Refund Follow Up
Customer requests the team to
collect the
invoice from the hotel
Customer informs that the invoice
was incorrect
Customer requests the team to
follow up the invoice collection
Customer requests more than one
action in Invoice
Collection/Rejection/Follow-up is to
be done
Customer informs he was charged
incorrectly (wrong amount, double
charge)
Customer informs CC can not be
charged
Additional TAXes /FEEs were
charged
CC was charged inspite of
cancelation
Customer requests the refund
Customer requests the follow up on
the refund they are expecting

CORPORATE
BOOKING
Booking
request
Booking request
Questions to existing bookings
Questions to existing bookings
Group booking
Group booking request
Booking confirmation
Booking confirmation request
Failed booking
Booking is failed due to
technical or any other reason
Double booking
Supposed double or multiple
booking

CORPORATE
CANCELLATION/MODIFICATION
Booking
request
Booking request
Questions to existing bookings
Questions to existing bookings
Group booking
Group booking request
Booking confirmation
Booking confirmation request
Failed booking
Booking is failed due to
technical or any other reason
Double booking
Supposed double or multiple
booking

CORPORATE
NO GO/ NO SHOW
No Go before stay
Booking can't be confirmed,
customer does
not have a room/room type
is not available, hotel is
overbooked
No Go after stay
Booking can't be confirmed,
customer does not have a
room/room type is
not available, hotel is
overbooked
Hotel is closed
Customer informs the hotel
is closed (termanation of
bussiness,
insolvency)
Incorrect Rate
Customer stating his booking
has an incorrect rate of a
specific booking
seeking clarification

CORPORATE
COMPLAINTS
Hotel
Quality
Customer complaints on the hotel's
quality
(f.e. dirty room, no services where
provided)
Case
Status
Customer wants to get an update on his
case statuse (2nd level)
Technical
issue (web or app)
Customer complaints facing technical
issue (web or app)
Received
anwer is not accepted
Customer does not accept the answer
provided on his (previous) request
Legal
Customer needs legal data clarification
or has a legal complaint
Incorrect
Geo/Location
Customer complaints incorrect
geo/location provided
Technical
issue - Multisource
Customer is facing technical
difficalties with Multisource

CORPORATE
INFORMATION
General
Questions
Questions
Terms and Conditions HRS
Compliment
Recommendation
Travelpolicy
GDPR
request
Info
Client-Hotel
HRS DEAL
RATE
PARITY
Voucher
issues
Customer's general questions (f.e.
booking
process, conditions, swimming pool)
Companies, which have a cooperation
with HRS or which want to have are
calling about several questions.
Customer compliment to HRS
Customer send a recommendation for
improvement.
Customer asks for information about
the travel policy.
Customer wants information about
his data or deletion of his data
Support needed to contact the hotel
(customer wants to provide he
information to the property)
Information about HRS Product -
Special hotel special price offer
"HRS Deal"
Information about HRS Product - Rate
comparing "Rate Parity"
Customer requests additional
information or informing us about the
issues
with HRS Voucher

CORPORATE
PAY
Invoice
Collection
Invoice
Rejection
Invoice Follow-up
Invoice
Collection/Rejection/Follow-up
CC can not be charged
VCC can not be charged
Incorrect charge
Hotel declined VCC
VCC is
not refundable - expired
Both CC
and VCC were charged
Hotel
does not accept payment providers (Air Plus, AMEX,
CITI, JPM)
CC was
charged instead of VCC
VCC was
charged instead of CC
Additional
TAXes /FEEs
CC was
charged inspite of cancelation
Refund
Refund Follow Up
Customer requests the team to collect the
invoice from the hotel
Customer informs that the invoice was incorrect
Customer requests the team to follow up the invoice
collection
Customer requests more than one action in Invoice
Collection/Rejection/Follow-up is to be done
Customer informs CC can not be charged
Customer informs VCC can not be charged
Customer informs he was charged incorrectly (wrong
amount, double
charged)
Customer informs hotel declined VCC
Customer's VCC is not refundable - expired
Customer informs both CC and VCC were charged
Customer informs Hotel does not accept payment
providers
Customer's CC was charged instead of VCC
Customer's VCC was charged instead of CC
Additional TAXes /FEEs were charged
CC was charged inspite of cancelation
Customer requests the refund
Customer requests the follow up on the refund they
are expecting

CORPORATE
PAY
Invoice
Collection
Invoice
Rejection
Invoice Follow-up
Invoice
Collection/Rejection/Follow-up
CC can not be charged
VCC can not be charged
Incorrect charge
Hotel declined VCC
VCC is
not refundable - expired
Both CC
and VCC were charged
Hotel
does not accept payment providers (Air Plus, AMEX,
CITI, JPM)
CC was
charged instead of VCC
VCC was
charged instead of CC
Additional
TAXes /FEEs
CC was
charged inspite of cancelation
Refund
Refund Follow Up
Customer requests the team to collect the
invoice from the hotel
Customer informs that the invoice was incorrect
Customer requests the team to follow up the invoice
collection
Customer requests more than one action in Invoice
Collection/Rejection/Follow-up is to be done
Customer informs CC can not be charged
Customer informs VCC can not be charged
Customer informs he was charged incorrectly (wrong
amount, double
charged)
Customer informs hotel declined VCC
Customer's VCC is not refundable - expired
Customer informs both CC and VCC were charged
Customer informs Hotel does not accept payment
providers
Customer's CC was charged instead of VCC
Customer's VCC was charged instead of CC
Additional TAXes /FEEs were charged
CC was charged inspite of cancelation
Customer requests the refund
Customer requests the follow up on the refund they
are expecting

HOTEL
BOOKING
Questions
to existing bookings
General questions about
existing
booking
Booking
confirmation
Booking confirmation
request
Booking
cancelation confirmation
Booking cancelation
confirmation request
Failed
booking
Booking is failed due to
technical or any other reason
Double
booking
Supposed double or multiple
booking

HOTEL
CANCELLATION
Cancellation
Clarification
request of hotel
for cancellation
charges or
reporting of cxl
of booking done
directly from the
traveller in the
hotel
Cancellation due
to wrong CC/VCC
Hotel requests
the cancilation of
the booking due
to invalid CC/VCC

HOTEL
NO GO/NO SHOW
No Go
before stay
Hotel can not accomidate the
customer
(overbooking)
No Go
after stay
Hotel can not accomidate the
customer (overbooking)
No Show
Hotel partner reaches out to
report a no show to ensure that
we don't
charge a commission for that
booking
Hotel is
closed
Hotel informs its closure
Incorrect
Rate
Hotel partner stating incorrect
rate of a specific booking
seeking
clarification
Termination
of business/insolvency
Hotel informs termination of
business/insolvency

HOTEL
COMPLAINTS
Complaint
Hotel complains about HRS, rates
and
conditions in HSA, or on website.
Hotel
wants to ban the client
Technical
issue (HSA)
Received
anwer is not accepted
Hotel requests to add the client to
the blacklist and to block the hotel
availability for the guest
Hotel is facing technical issue with
HSA
Hotel is not agree with the
provided answer
Legal
Legal cease and desist; data
protection/erasure; Newsletter/
§7
UWG; Police Application; T&C
denied
Voucher
issues
Case
Status
PCI
Voucher issues and questions from
the hotel side
Hotel wants to get a feedback on
the case status
Questions about PCI / PCI Account
blocked / (Hotel Solution)

HOTEL
INFORMATION
Questions
to SupSol
Hotels have questions called
instead of
using -500.
Hotel
reports Non-Availability
Dates
Hotel wants to block dates
Compliment
Hotel compliment to HRS
General
information request
General information request
from the hotel
Recommendation
Hotel send a
recommendation for
improvement.
Feedback
from Hotel or EPS
Hotel or EPS (EAN) provides
us with a feedback
Info
Hotel-Client (Bookview)
HRS DEAL
Support needed to contact
customer as not possible via
Bookview (e.g.
arrival time)
Information about HRS
Product - Special hotel special
price offer
"HRS Deal"

HOTEL
PAY
CC is missing
CC can not be charged
Invoice Collection
Invoice Rejection
Invoice Follow-up
Invoice Collection/Rejection
Invoice Collection/Follow-up
Invoice Rejection/Follow-up
Invoice Collection/Rejection/Follow-up
CVC code issue
VCC can not be charged
VCC process is unclear
VCC charged incorrectly
Hotel informs CC information is missing
Hotel reaches out because the credit card
used for the booking is incorrect. Not related
to our payment solution
The team reached the hotel for the invoice
Invoice was rejected by the system as the
information in the invoice was not correct.
Team does follow up calls to the hotels to
receive the invoice or to correct a wrong
invoice
More than one action in Invoice
Collection/Rejection is to be done
More than one action in Invoice
Collection/Follow-up is to be done
More than one action in Invoice
Rejection/Follow-up is to be done
More than one action in Invoice
Collection/Rejection/Follow-up is to be done
Hotel reaches out because they cannot
process a payment as they do not have access
to the CVC code of the used credit card. Could
be related to ordinary CC or VCC
Hotel could not charge the VCC
Hotel reaches out because they received a
booking but do not know how to process
payments using a virtual credit card/Wrong
email/fax, hotel did not receive payment
instructions
Hotels charged VCC incorrect amount;
Payment says booked amount is incorrect

HOTEL
PAY
VCC not
accepted
Authorization
form request
VCC
Payment Instructions needed/check
Hotel declined VCC
New VCC sent
Special
task
HyperCare
CC not
valid
VCC is
not refundable - expired
Additional
TAXes /FEEs
Both CC
and VCC were charged
Hotel
does not accept payment providers (AirPlus,
AMEX, CITI, JPM)
Incorrect charge
Smart
Pay
CC was
charged instead of VCC
Refund
Refund Follow Up
Hotel reaches out because they received a
booking but do not process payments using a
virtual credit card (high risk
country or do not accept in general)
Hotel does not understand VCC process/paym.
Instruction
Payment Instructions are provided/checked with
the hotel
Hotel declined VCC (due to the low
limit of the card or system failure)
New VCC was provided to the hotel
The team reached the hotel with the special task
(collecting information,
requests from T&Q etc)
Hypercare
Hotel informs CC provided in the booking is not
valid
Hotel informs they cant refund the VCC as it is
expired
Wrong tax and service charge amount loaded
Hotel charged both - VCC and CC
Hotel informs does not accept payment
providers
Hotel charged the customer incorrectly (f.e.
charging even if the booking
was canceled, wrong services were charged)
Hotel reports that CC is wrong
Hotel charged CC instead of VCC
Hotel requests the refund
Hotel requests the follow up on the refund they
are expecting

OTHER
SPAM
Spam emails,
Junk calls
INTERRUPTED CALL
Call was droped (due to
technical reason or customer
picked up the phone)
MISGUIDED
Client or Hotel writes/calls to
us instead of somebody else
e.g.: othe
HRS department, other
company or another person
ALREADY
DONE
OT - Emails, which are already
handled /solved via another
contact, e. g.
call of customer had to be
closed with this action
DOUBLE
E-MAIL
OT - Email arrived twice
FORWARDED
OT - Forwarding of an e-mail to
another department/office,
Forwarding to
an other e-mail address
OVERDUE
OT - Handled to late, no action
necessary or possible
(anymore)