Prepare for Guest Resolution Takeover Charges Relaunch Jan. 1, 2020
As previously communicated, properties should prepare for the Jan. 1 service charge relaunch on any Customer Care Cases sent to hotels via EMPOWER: Guest Experiences (GXP) and not resolved in 72 hours. Properties will be billed monthly at 55 USD/takeover if the hotel’s monthly takeover rate exceeds 10.00% of all cases. Once hitting 10.01%, a hotel will be billed on all property cases in takeover not responded to within 72 hours for that month.
To avoid takeover charges, we recommend that hotels take the following actions:
- Review GXP daily and the GXP best practices guide.
- Review video on how to use GXP to address cases.
- Update contact information in EPIC so GMs receive automated emails on cases without status change within 24hrs (Automated emails change from 36hrs to 24hrs beginning December 19).
- Note: once a case is changed to “Case Pending (Guest Response),” an additional 72 hours are added before takeover.
Billing disputes must be submitted after billing takes place. Hotels have until 11:59 p.m. ET on the 14th of the month after their OFB to dispute takeover or First Call Resolution (FCR) charges from the prior month (e.g., January charges are billed one month in arrears in February, and the dispute window is open until March 14). All disputes or requests need to be sent to CEC Accounting team via the CEC Takeover/Compensation Billing Form for Claims/Questions. Hotels have until 11:59 p.m. on the 14th of the month to dispute any takeover case from the prior month. Once the team researches the claim, they determine if the charge is billable or not. Operational or technical case questions are now posted via a SNOW ticket.
Should you have any questions, review the Customer Care Case Management GXP job aid, the Customer Cases by Take Over GXP report and Customer Issue Resolution FAQs.
