HOTEL SERVICES

Trained operators offer 24/7 reservation service.

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Accessible rooms are pre-assigned for relevant reservations.

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Guests with reservations receive a confirmation email at the time of booking, followed by a reminder email two days prior to arrival.

Answer incoming calls within three rings.

Ensure the greeting is clear and audible with no background noise.

Handle all calls courteously. Use precise and specific language, which may be scripted. Avoid using jargon or slang.

If the guest is placed on hold, Atana Hotels theme music will play.

Do not place a guest on hold for more than 45 seconds. If a longer hold is unavoidable, offer to call back within five minutes and do so promptly.

The associate starts the call by introducing themself and using the caller's name to build rapport.

When a repeat guest is calling, mention or refer to their previous preferences.

Identify guests' needs and preferences to make relevant suggestions or find suitable accommodation.

A reservationist will quickly assist a hurried guest with minimal questions.

Reservationists must be able to answer questions about the property facilities, local conditions and current events.

The reservationist will present the rates and accommodation options, followed by a request for booking preferences. For example, “Which of these rooms would you like to book?”

The reservationist will promote higher room categories in line with Atana Hotels sales strategy.

The reservationist will discuss rates and accommodations, identify buying signals, seek agreement and attempt to close the sale.

Each caller will be assured that they have secured the most suitable accommodation and rate for their requirements.

If the property is fully booked, the guest's request will be added to a waitlist and alternative accommodation will be suggested.

A confirmation letter with all details is shared within 12 hours of reservation.

If the system is down, record the guest request manually and inform them once the system is back online.

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Accurate reservation details will be provided and a confirmation number will be issued automatically.

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We will request your flight details and offer airport transfers, which may be free or paid.

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The reservationist should be positive, thank the guest and then end the call by saying goodbye using the guest’s name, hanging up after them.

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All reservations have a 48-hour cancellation policy, which may vary during specific periods.

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All reservations are secured with a valid credit card number and expiration date.

Always provide alternative dates if the requested period is unavailable.

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Written email confirmation will be provided along with a payment link, in a style and form consistent with Atana Hotels branding.

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The reservationist will provide check-in and check-out times and explain the property's guarantee policy.

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For family reservations, the reservationist will inquire about the children's names and ages and recommend appropriate facilities, such as family rooms, rollaway beds and cots.

Reservations with an advance payment are held until check-out time.

To guarantee a reservation, guests must provide one of the following:

Full prepayment through credit card, payment link or bank transfer.

A valid purchase order with the name, address and telephone number of the Company that has a signed payment agreement with Atana Hotels.

A valid travel agent, ARC/IATA number along with an active account with Atana Hotels.

A minimum stay may be required during peak periods.

To avoid any cancellation penalties, guests or travel agents must cancel the reservation within the specified time frame outlined during the reservation process or stated in the contract.  

Properties set their own cancellation policies.

The cancellation policy may change depending on the season.

Before billing a no-show, the property will confirm that the reservation was not cancelled. The guest will be informed of the no-show charge once it has been processed.

• If accommodation is unavailable due to overbooking or other circumstances, the duty manager will inform the guest of the circumstances and reason for the situation, apologize and explain what actions will be taken, either upon arrival or in advance if possible.

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• The manager will arrange for the first night's accommodation at another hotel of the same category, at the expense of Atana Hotels. They also arrange to reimburse the guest's advance deposit along all reasonable expenses incurred due to the change, including transportation costs and phone charges.

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• Management will also call the guest on the night of relocation or the next morning to apologize and check their satisfaction with the alternative accommodation.

All vehicles must be clean and in good condition.

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The exterior of shuttle vehicles follows current Atana Hotels brand graphic standards.

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Vehicles must be stocked with refreshments for arriving guests with brand-approved bottled water.

The well-groomed driver must be punctual, standing visibly at the airport exit gate holding the property welcome sign with the guest's correct name on it.

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The driver confirms the guest’s last name and warmly welcomes them before taking care of the luggage.

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In the car, ask the guest if they are comfortable; adjust the vehicle temperature if necessary and offer refreshing towels, amenities and cold water.

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The driver informs the guest of the journey time and plays Atana Hotels signature music.

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After leaving the airport, the driver calls the property to inform them of the estimated arrival time.