Booking Acknowledgment Emails

If a guest calls in and states that they got an Acknowledgment email after an online booking, DO NOT transfer them to the property, and DO NOT book them! These emails have an acknowledgment number starting with IQ instead of a normal confirmation number. 

The email they got has a red box at the top which has a phone number. This phone number will send them directly to the people who can help them. What you will need to say is: “Typically that email means that the booking request came in, but we weren’t able to automatically process the payment. I'm not able to see online reservations requests, but if you call the number on the email the people in that department can check your reservation, ensure that your payment has processed, and confirm your reservation."