我該何時回報顧客未入住的情形?

如果顧客直到入住日期午夜仍未抵達,您可考慮回報未入住。

回報未入住前,請先確認顧客未透過YCS訊息傳送「延後入住」需求,也未與住宿方直接聯絡以進行任何相關安排。因此,我們建議您先等待24小時再回報未入住。

回報未入住所需的步驟取決於訂單的付款方式。下文提供「Agoda收款」和「住宿收款」付款方式的說明。

我該如何回報顧客未入住的情形?

回報未入住的步驟因訂單的付款方式而異。Agoda提供2種付款選項:「Agoda收款」和「住宿收款」。預訂時,顧客可選擇偏好的付款方式。

Agoda收款模式

在「Agoda收款」訂單中,Agoda負責向顧客收款(入住憑證會註明「已預付」(prepaid))。接著,Agoda會根據住宿方選擇的付款方式向住宿方付款。

每張訂單建立後,Agoda會向您發送確認預訂的憑證。「Agoda收款」入住憑證上會註明「已預付」(PREPAID),如下所示:

您也可以前往YCS >>「銷售報告」>>「查詢訂單」,然後搜尋訂單編號,以確認訂單的付款方式。

如果是「Agoda收款」訂單,您可以透過電話或電子郵件向我們告知未入住情形。回報未入住時,請務必提供訂單編號。

  • 請使用入住憑證上的飯店支援熱線撥打電話。請在互動語音系統 (IVR) 上選擇「預訂相關」>>「其他問題」
  • 請直接聯絡我們,取得進一步協助。

住宿收款模式的飯店

在「住宿收款」訂單中,住宿方會在顧客抵達後直接向顧客收款。接著,Agoda會向住宿方扣取預訂佣金,這項資訊會顯示在YCS的「財務管理」頁面中。

「住宿收款」入住憑證上會註明「待顧客支付」(TO BE PAID BY GUEST),如下所示:

與「Agoda收款」訂單一樣,您也可以前往YCS >>「銷售報告」>>「查詢訂單」,然後搜尋訂單編號,以確認訂單的付款方式

如果是「住宿收款」訂單,您可以使用回報未入住的選項,無須通知Agoda,如下所述:

1.登入YCS

2.前往「管理訂單」>>「查看訂單」

3.透過搜尋框搜尋相關預訂。

4.選擇訂單後,「預訂資訊」視窗隨即開啟。

5.點選紅色按鈕以標示為未入住

6.您會看到彈出式視窗,以確認回報未入住。點選「是,確認未入住」即可完成確認。

7.接著,系統會自動為您計算未入住費用。

回報未入住時,請注意下列事項:

  • 「標示為未入住」按鈕僅在顧客入住日期後的24小時才會出現。
  • 「標示為未入住」按鈕出現後,您只有72小時可以進行回報。請參閱全球條款與規範第4節。
  • 如果未能在指定時間內回報未入住,按鈕會變成灰色。您可以聯絡我們,取得進一步協助。

未入住費用

可收取的未入住費用會根據該回報訂單中相關的取消政策計算。每筆訂單的取消政策中也會包含未入住政策。未入住費用會透過住宿方選擇的付款方式進行匯款。

您可以在入住憑證上查看訂單的取消政策,也可以前往YCS >>「管理訂單」>>「查看訂單」來查看這項資訊。

入住憑證:

YCS >>「銷售報告」>>「查詢訂單」

若要變更取消政策,請參閱本文以取得詳細資訊。

住宿收款模式下的未入住費用

如果住宿方回報未入住情形,且尚未查閱顧客的信用卡資訊,Agoda會嘗試透過系統中儲存的顧客信用卡資訊來扣除相關費用。

  • 如果Agoda可向顧客收取未入住費用,我們會透過YCS的「財務管理」頁面匯款給您
  • 如果Agoda無法向顧客收取未入住費用,我們會自動免除預訂佣金,並讓住宿方得以閱覽顧客的信用卡資訊,以便住宿方收取未入住費用。

Agoda會在取消電子郵件中告知您是否已收取費用。更多詳情,請參閱這篇文章

聯絡我們

需要其他解決方案嗎?透過YCS的「小幫手」按鈕或以其他方式聯絡我們。

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