Resources Available to Help Hotels Prepare for Prepare for CEC Takeover Fee
Per the Customer Engagement Center (CEC) issue resolution policies, cases sent to properties that are not resolved within 72 hours are taken over by the CECs and hotels will be charged a $150 USD takeover fee. As previously communicated, to allow hotels to ramp up to the 72-hour service level, the planned $150 USD takeover fee was waived for January and February, and will go into effect April 1.
Properties should review the resources, including the job aid (GXP hotels | non-GXP hotels) to better understand where these cases will be sent and how to respond to them effectively in order to avoid the takeover fee. GXP hotels are also encouraged to review the updated reporting and resources, and take action on cases daily. Non-GXP and seasonal hotels will continue to follow their current email-based policies.
