CCW Vegas 2026

CCW Vegas Exercise Transcript

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Agent 00:00 – 00:07
Good morning. Thanks for calling Reservation. My name is Marcia. This call is being recorded. I'll be happy to help you today.
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Agent 00:07 – 00:09
May I have your name, please?
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Customer 00:09 – 00:26
Yeah. My name is Fatima. I'm looking at your website. I was looking I wanted to book three nights at the Sofitel Dubai downtown for the twenty ninth to the December 1.
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Agent 00:27 – 00:41
I'll be happy to help. Just a moment there. I know this is going to be a busy time you're coming, so Okay. I'm gonna hurry here. You're arriving Sunday, the twenty ninth of the November two thousand twenty?
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Agent 00:41 – 00:48
No. December. Oh, okay. You're checking on the December 29. Okay.
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Agent 00:48 – 01:01
Yeah. That's going to be a Tuesday, and you want to check out on the 01/01/2021. That's Friday, three nights. How many rooms? For how many adults?
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Customer 01:01 – 01:13
Well, it's it's three adults and two children. So my children are 14 and 12. And I was wondering if we could get interconnecting rooms, if there were, if you had any available.
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Agent 01:15 – 01:22
I will be happy to check. So you wanna do two rooms, two adults in one room, one adults, two children in the second room?
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Customer 01:23 – 01:31
Yeah. Something like that. Yeah. But if they were interconnecting rooms, it would be better if we could get that.
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Agent 01:31 – 01:40
If they have that offer, I'll be happy to check on that. Just a moment here. Is this for a business trip?
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Customer 01:40 – 01:43
No. It's a it's it's for holiday.
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Agent 01:43 – 01:53
Okay. Okay. Very well. So we have total of three adults and two children. And was there anything else you're looking for?
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Agent 01:53 – 01:55
Any other amenities?
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Customer 01:55 – 02:00
Ideally, if we could have a breakfast included.
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Agent 02:03 – 02:09
Okay. And did you choose the Fafita downtown for a particular reason?
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Customer 02:09 – 02:19
Yes. Because my children want to see the fireworks at the the Burj Khalifa. And we thought because it's gonna be so busy, would be easier if it was somewhere we could walk to
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Agent 02:19
No. I see.
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Customer 02:19 – 02:23
Walk back after the fireworks.
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Agent 02:23 – 02:28
Okay. And is this the first time then that you are staying at this location?
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Customer 02:28 – 02:31
Yes. It's the first time I'm coming to Dubai.
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Agent 02:31 – 02:34
Oh, wonderful. Where are you coming from?
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Customer 02:34 – 02:35
The UK.
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Agent 02:35 – 02:46
Okay. Alright. Well, let's see. I know this property is does have some they have some suites too available. Okay?
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Agent 02:46 – 03:04
They I'm trying to see. I don't show any interconnecting option here. So, basically, you can do two rooms and request that the one assigned until you arrive, basically. Okay? But I'm not showing any interconnecting option here.
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Agent 03:04 – 03:28
Okay. I'll tell you what's available, and we'll see the rooms they have. The max would be three in the room, either two adults on child or three adults. The the ones that are available, it has to do with what's available. It's just so limited for that period of time, but I'll tell you the options here.
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Agent 03:30 – 03:35
And did you have a budget in mind as well, price range you don't wanna go over?
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Customer 03:35 – 03:53
Yeah. We did. Basically, I I'm not sure what the prices are, but, I mean, I've had a look. And on kayak, I found it for $2.03 $5.05, but that's half board, and that's a Black Week. They've got a 17% discount or something like that for Black Week.
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Customer 03:54 – 03:58
So I I don't know whether you could do something similar
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Agent 03:58 – 04:02
or Tell me again. What was the the rate?
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Customer 04:03 – 04:07
So I've got Room 1 was a junior suite for two adults and one child.
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Agent 04:07 – 04:08
Mhmm.
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Customer 04:08 – 04:22
And this is it's half board. I have to pay a deposit, and I get free cancellation before December 21. Mhmm. And then I've got the second room. It's just a luxury room for one adult, one child.
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Customer 04:22 – 04:41
Again, it's half board. I pay a little deposit, and, again, it's free cancellation to the December 21. So I That is mhmm. Sorry. The the junior suite I got is for $1.04 $4.06 for three nights, and the luxury room I've got for $9.00 9.
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Customer 04:41 – 04:43
So in total, $2.03 $5.05.
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Agent 04:44 – 04:49
Okay. So you put one adult and two children one, and one adult one child in the other one?
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Customer 04:49 – 04:53
I put two adults and one child in one, and one adult and one child in the other room. Yeah.
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Agent 04:56 – 05:02
Let me change. Okay. So just a moment. Yes. We have.
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Agent 05:02 – 05:11
Alright. Let me go ahead. So for the okay. Do you show the junior and you're looking at what currency would you like me to quote this for you?
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Customer 05:12 – 05:26
Sorry? Okay. What suites do you have? I mean, because, obviously, in here, says it's a genius one junior suite and one luxury room. But, obviously, if we can't have interconnecting, I'd like them to be side by side.
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Customer 05:26 – 05:29
So I'm not seeing the property. I have no idea whether we can
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Agent 05:29 – 05:30
get them
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Customer 05:30 – 05:31
to the side by side.
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Agent 05:31 – 05:48
Right. Exactly. Well, you won't know until that day, basically, because they don't know what's available. So it's going to be a special request. Once you have the once we have the reservations confirmed here, then they can put in a the request, and then they'll be able to they have this room.
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Agent 05:48 – 05:57
They'll make a note in this room. One should be next to this room. Okay? But you can't do it prior because they don't have that option that like, the interconnecting. So Yeah.
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Agent 05:57 – 06:10
They're really good about accommodating you if it's available, basically. Yeah. So with the two adults, one child, yes, I do have the junior suite to this property. Would you like me to quote for you in US dollars, pounds?
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Customer 06:10 – 06:13
In pounds and GBP, please.
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Agent 06:13 – 06:26
So this property also has a resort fee per night of $5.45. Okay? Yep. I do show the juniors for the two adults and child. Yeah.
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Agent 06:26 – 06:52
The luxury suite, it's a different one. But the junior suite, I have let's see here. Let's see. All the ones I'm showing here, because of the availability, they are the nonrefundable promotion. So I'm looking at the junior suite starting with the junior suite.
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Agent 06:52 – 07:15
So the junior suite has a king bed and mhmm. Just give me one second here. Just got an update here. So it's pretty nice size room. 678 square foot, it looks like, and it's got the little kitchenette.
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Agent 07:15 – 07:31
They are nonsmoking coffee to make in the room. You do get the Wi Fi availability here. I'm looking at $4.32 and 5p plus tax per night. Would you like to go with that?
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Customer 07:31 – 07:33
Okay. How much is that for the three nights?
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Agent 07:34 – 07:44
The grand total including all the taxes and fees will be 2,010 and 12p grand total. Would you like to lock that in?
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Customer 07:44 – 07:46
Is that for both rooms?
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Agent 07:46 – 07:47
Per room.
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Customer 07:48 – 07:49
Per room.
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Agent 07:49 – 07:55
Well, that's for the junior suites. Excuse me. Yeah. For the junior suites. Okay?
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Agent 07:55 – 08:26
And and if we go with that, which I'm it's down to the last few options here, it is available. We can do that. And the luxury room, we have the option of one that would I have one adult, one child. Either the luxury room with the two singles or the king, And that oh, hold on. That first one, it was without breakfast.
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Agent 08:26 – 08:38
You want the breakfast at least. Right? Okay. So I'll go back to the junior suite and add the breakfast. Let me tell you what it is with the luxury with the breakfast.
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Agent 08:38
Okay?
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Customer 08:38
Yeah.
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Agent 08:38 – 08:42
So either the luxury with one king or the
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Customer 08:44 – 08:46
That would be the two singles preferred.
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Agent 08:46 – 09:09
Singles. Okay. With the breakfast and let's see. Flat screen TV, Internet capability, coffee maker. That is going to be the total with the taxes and fees with the breakfast one will be 1,577 and 67¢.
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Agent 09:09 – 09:10
Would you like to go with that?
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Customer 09:11 – 09:14
Okay. So how much is all that in to in total? Sorry.
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Agent 09:14 – 09:25
That's alright. I'll go ahead and I'll add this up for you. Just a second here. And I have to go back. The first rate I gave you for the sweeter was without the breakfast.
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Agent 09:25 – 09:29
I'm sorry. I just gave you the lowest rate that was available. I'll add that up for you.
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Customer 09:29 – 09:30
Mhmm.
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Agent 09:30 – 09:35
Just a moment. Plus. And then
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Customer 09:41
with
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Agent 09:41 – 10:01
the so the breakfast one would be plus 2,003. So you are looking at 3,927 adding the breakfast. You you wanna go ahead and do two of those?
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Customer 10:03 – 10:13
You know what? I'll need to speak to my husband and just double check that he's okay with this because it is slightly higher than we were expecting. But I think it's gonna be similar anyway, so I will have
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Agent 10:13 – 10:21
him Right. I and I'll be happy to hold on the line as well since they are down to the last few options. I'll be happy to hold on the line for you.
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Customer 10:21 – 10:44
But I'll have to call him. So I'll need to get off the phone, and I'll need to call him just now and then double check this because he because he sent me a link a thing of it on kayak. So I might just speak to him, then we might just go to kayak instead. But okay. Thank you anyway for all your help.
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Agent 10:45 – 10:57
Oh, absolutely. Would you like me to help you with any future reservations? And you know what? If you give me one second, I think I've got something else that just popped up here. Let me see if I can bring this down a little bit more.
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Agent 10:58 – 11:21
Just got a different inventory here that I can choose from that did have refundable options for me. Just a moment. And I may be able to give you a little bit better deal there. Bear with me here. We want the breakfast, the luxury.
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Agent 11:22 – 11:39
May be able to get this down for you. Got one more here. Double deluxe with the breakfast. Give me one second. Okay?
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Customer 11:39
Yep.
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Agent 11:45 – 11:55
A cross pant. Okay. I've got one. Dumbarton Deluxe Coast Line View. Hold on.
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Agent 11:55 – 12:35
With the breakfast. One second. I can do it if we can get this locked in. I can do a free cancellation until the December 15 for both of those rooms, the deluxe and the junior suite With the prepaid reservation, free cancellation to the fifteenth, I can bring that down to 2,773 pants grand total. Would you wanna lock that in?
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Customer 12:35 – 12:52
3. Again, you know what? I'll need to speak to him. So I will have to give you guys a callback and then arrange that because he's got one that's still it's still cheaper. So we I will give you guys a callback, in about five minutes.
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Agent 12:53 – 12:58
Alright. Since you wanted me to hold on the line, alright, I'll be happy to hold on the line for you.
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Customer 12:58 – 13:00
No. I need to actually call him from this line.
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Agent 13:00 – 13:01
So Mhmm.
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Customer 13:01 – 13:06
I need I need to give him a call from here. So thank you. I will call you back, though.
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Agent 13:06 – 13:29
Okay. And did you know this this Sofitel Dubai downtown also has a two bedroom unit that we could they're not they're it's not a connecting room, but it's a one like, an apartment, like, a two bedroom apartment. Mhmm. So it's not a interconnecting because it's not two separate rooms connecting. It's it's like a one bedroom apartment.
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Customer 13:30
Yes.
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Agent 13:30 – 13:34
Right. Now that, is that something that you would consider?
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Customer 13:36 – 13:45
Well, yeah, if there's a two bedroom apartment and if it's if it's a little bit cheaper. But could we get the extra bed in there? Because I would assume that that would only seat four.
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Agent 13:46 – 13:55
Well, I can go ahead. But you know what? It's still not going to beat the rate that I have given you, actually. That's a separate Then I
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Customer 13:55
then I
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Agent 13:55 – 13:58
don't then don't see point. Yeah. Yeah.
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Customer 13:59 – 14:03
No. We'd rather go with the two rooms then. It's fine.
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Agent 14:03 – 14:07
Yeah. Because it wouldn't it wouldn't be that rate that I was able to give you there.
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Customer 14:07 – 14:09
So And it's only 3 days, so we're not
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Agent 14:09 – 14:11
that fast because we'll be.
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Customer 14:12 – 14:18
But yeah. And I will give you a callback as soon as I've spoken to
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Agent 14:18 – 14:25
Alright. Well, just keep in mind availability is subject to change. Absolutely. Would you be needing help with any future reservations?
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Customer 14:25 – 14:27
No. That's it. Thank you very much.
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Agent 14:27 – 14:28
Well, thank you for calling.
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Customer 14:28 – 14:29
Thank you. Okay.
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Agent 14:29 – 14:30
Bye. Bye bye.