Front Office

Objection Handling Front Office
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Objection Handling

The six objections that reach us most often, with the response for each and the issues it covers. For everything beyond these: refunds, complaints, avia, transfers, car rental and the client who is asking a second time, open the full template library.

Filter by objection type
⏳

Waiting on confirmation

Long Wait for an Answer

Waiting

Response

We understand how important it is for you to get a response, and we are doing everything possible to get back to you with news as soon as possible.

Right now, we are waiting for confirmation from the hotel. Without it, we can't proceed further with your request. We will do our best to speed up the hotel staff and will inform you as soon as we get any information.

Asked more than once? Follow-ups & reassurance →

⚠️

Booking could not be honoured

Incident

Our side

Possible issues

  • Overbooking
  • Payment is not received
  • Reservation not found
  • Incorrect room category
  • Hotel is closed / wrong address
  • Guests cannot check in

Response

We apologize on behalf of the company for having to deal with this situation. We will try to help you as quickly as possible. Our specialists have already started working on your request and will get back to you with a solution. Please let us know how it would be most convenient for you to receive updates about this request.

Guest at the desk right now? On-the-spot incidents →

🏨

Stay fell short of what was promised

Incident

Property side

Possible issues

  • The room is dirty or noisy
  • Something is broken
  • The breakfasts are poor
  • The hotel staff is rude

Response

We understand this situation is very unpleasant. We are sorry you had to encounter such inconveniences. We will do our best to help you as quickly as possible. Our specialists have already started working on your request and will get back to you with a solution. Please let us know how you'd prefer to receive updates about this request.

Reported after the stay? Complaints & past incidents →

💳

Payment cleared after the cut-off

Auto Cancellation

Order was paid

Response

Unfortunately, your booking was cancelled automatically because we did not receive your payment within the period specified in the booking conditions. We understand that you have already paid for the order, but unfortunately, due to the specifics of payment processing by banks, the funds did not reach our account before the cutoff time.

Once the funds are credited, they will appear (or be rejected) to your overpayment balance. You need to create a new booking and pay it using the overpayment.

To keep bookings always under control

  • Check their status in the "Order Status" section or in the Travel Calendar on the main page of the service.
  • If you make the payment on the very day the payment is due, please send us the payment confirmation, and we will mark the payment manually.

Client pushing back? Softened version →

⏱️

No payment inside the window

Auto Cancellation

Order wasn't paid

Response

Unfortunately, your booking was cancelled automatically because we did not receive payment within the timeframe specified in the booking conditions. You need to create a new order.

To keep bookings always under control

  • Check their status in the "Order Status" section or in the Travel Calendar on the main page of the service.
  • Top up your overpayment account in advance.
  • If you pay for a booking on the day the payment is due, please send us the payment confirmation, and we will mark the payment manually.

All cancellation wording: Cancellations →

🛠️

Something broke during booking

Technical Errors

Booking flow

Response

Thank you for reporting the issue. We understand that it's important for you to make the booking as soon as possible.

Please describe in detail what you see (specify the location).

Please confirm the email address you used to make the booking.

We will do our best to help you as quickly as possible. Our technical specialists have already started working on your request.

Please send a screenshot of the error in the support chat in your account; this will help us resolve the issue faster.

Extended wording: Technical error reported →