本文將說明何謂客人訂單遭拒、拒絕訂單的常見原因,以及發生客人訂單遭拒的情形時,您該如何處理。

Agoda為旅客提供即時的訂單確認服務。但我們了解在特定情況下,住宿可能需要拒絕訂單。為了維護顧客體驗的品質,以及貴住宿和Agoda的聲譽,我們建議您盡力將拒絕訂單的情況降到最少。

拒絕訂單的常見原因以及如何避免

透過了解拒絕訂單的常見原因,我們可以更有效預防這類情形發生。

1. 住宿超賣 

當訂單數量多於空房時,就會導致住宿超賣的問題。

您可透過以下方式,防止這種情況發生:

  • 定期管理您在YCS的房量。更多關於管理房量的資訊,請參考此連結:如何管理房量?
  • 若您無法定期登入電腦版YCS系統,請下載我們的YCS後台管理App,以便您用手機管理房量。

 

2. 價格錯誤 

YCS上的價格有時候可能會更新成錯誤的金額,而導致客人訂單遭拒。為了避免這種情況發生,請確保完成以下事項:

  • 在YCS上輸入金額前,請確認您已精確計算價格。

更多資訊:如何計算基本價格?

  • 定期更新您在YCS上的價格。

更多資訊:如何更新房價?

  • 穩定維持您的通路管理平台與YCS之間的連接。

更多資訊:我該如何管理「通路管理平台」?

  • 仔細檢查您的價格是否已正確計算和顯示,尤其是在提供促銷優惠時。

更多資訊:如何管理促銷優惠? 

 

3. 錯誤資訊 

錯誤的住宿資訊可能會導致客人訂單遭拒。兒童政策、取消政策和設施更新等內容常出現資訊不一致的情況。如果客人在資訊不正確的情況下預訂,則訂單可能會被住宿拒絕。

及時更新您的所有資訊,以免因資訊錯誤而導致客人的訂單遭拒。您可透過以下方式更新住宿的限制設施資訊。

 

4.     因裝修或停用而導致住宿暫時關閉

您有翻新住宿的計畫嗎?太好了!但請記得更新住宿的空房狀況,以免在裝修期間收到訂單。

您可參閱有關我該如何暫時關閉住宿?一文。

另外,為了提供您最妥善的支援,若您的住宿需暫時關閉,請盡快聯絡我們

如何解決住宿超賣的問題?

為了提供您和住客有關住宿超賣的快速解決方案,請聯絡我們以尋求快速支援。

但針對常見的住宿超賣情形,請參考以下快速解決方案:

您有其他空房

請提供客人同等或升級的房型,且不額外收費。

您沒有其他空房

您必須為客人提供同等或更高級的替代住宿,並安排前往新住宿的交通服務,且不向客人收取額外費用。

如果我找不到替代住宿怎麼辦?

聯絡我們,我們將盡力尋找解決方案。

拒絕客人訂單的賠償

請注意:根據Agoda的一般條款與規範,拒絕訂單會產生相關費用。請前往 YCS >> 相關資源 >> 條款與規範以獲得更多相關資訊。

常見問題與解答:

由於Agoda系統出錯,而導致我無法受理一筆訂單,我該如何處理?

聯絡我們 或點此 與我們聯繫 以獲得進一步協助。我們將調查出錯的原因,並向您確認可行的解決方案。

如欲透過訊息詢問,請前往YCS >> 「小幫手」按鈕 >> 夥伴支援中心 >> 選擇「訂單或預訂」。

如果我無法為客人提供替代住宿,該怎麼辦?

聯絡我們,我們將盡力尋找解決方案。但請記得,客人訂單遭拒會產生相關費用。

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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