IKL Knowledge

Opera Reservations Process Manual

2015

Billing

7.11

Handling a Gift Experience Complaint

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Direct refunds should not be given for a guest on a Gift Experience Stay. Instead you should liaise with the Central Reservations Manager who will issue a credit note to the Gift Experience Provider and make the necessary refund in Opera. The GM remains accountable for closing the complaint to the guest satisfaction however

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7.12

Checking out a PM (Post Master) Reservation

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A PM reservation with a £0 balance can be checked out as normal If there are any queries or balances, relating to groups, contact the Reservations Support Line before checking this out.

51

Innkeeper’s Lodge

Opera Process Manual