How to Use the Customer Support Team
To quickly and accurately resolve any problems that customers may encounter with their booked accommodations, Optibide provides 24/7 automated chatbot service, as well as professional support via email and SMS messenger. This ensures smooth communication with customers and minimizes inconvenience.
1. Emergency Service Coverage
- Unable to check in
- Overbooking at accommodation
- Additional charges imposed by accommodation
- Assigned to a room different from reservation
- Excessive rudeness from accommodation staff
2. Support in Such Situations
- Unable to Check In / Reservation Not Found
- Method: Customer provides reservation number to Optibide. The support team will then contact the accommodation.
- Action: If the hotel cannot assign a room, Optibide will provide an alternative accommodation of the same or higher grade, cover transportation costs, and offer Optibide points.
- Room Condition Issues
- Method: Customer sends reservation number, room number, and photos or videos. Optibide support team reviews and files a complaint to the accommodation.
- Action: If the complaint is reasonable, Optibide will request an immediate room change. With the customer’s consent, housekeeping can be re-arranged, Optibide points provided, or a higher-grade room upgrade offered if possible.
- Reservation Information Mismatch
- Method: If the room type, number of beds, or view differs, the customer provides photos or videos. Optibide support team will take action.
- Action: A higher-grade room will be provided, or compensation will be offered if not possible.
- Additional Charges / Deposit Not Refunded
- Method: Customer sends detailed information. Optibide support team contacts the accommodation immediately.
- Action: Optibide resolves the issue directly with the customer first.
- Excessive Rudeness from Accommodation Staff
- Method: Customer provides detailed issue description.
- Action: Penalties will be imposed on the accommodation, and Optibide will provide compensation to the customer.
Optibide prioritizes customers’ enjoyable travel experience above all else and will always strive to prevent issues from occurring in the first place.
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