Clarify Currency and the Total Charge Before a Guest Books

When a traveler asks for a price, repeat the currency before the number. A booking screen may display a nightly rate, charges, and total that are easy to mishear on a call. Use the current property source for the stay dates, then explain each amount in order.

Confirm the number of nights before doing any arithmetic aloud. Say whether a charge is included in the quoted total or collected separately under the booking terms. If the system changes while the traveler is deciding, refresh the source and quote the new amount rather than relying on an earlier screen.

In a fictional call, Marisol asked, “Is the $168 price in Canadian dollars, and is that all I will pay?” Agent Ben replied, “For your May 14 arrival and May 17 departure, the current booking source shows three nights at CAD 168 each. That room amount is CAD 504. It shows CAD 76 in taxes and fees, for a current total of CAD 580. Would you like me to read the charge details listed on this rate?” Marisol said, “I thought the total was $504.” Ben answered, “CAD 504 is the room amount before the listed taxes and fees. The total displayed for this reservation is CAD 580. I can keep looking at the current source while you decide, since availability and rates can change before confirmation.”

Avoid converting currencies unless an approved tool gives the current conversion and the traveler asks for it. An estimate can create an expectation the booking source does not support. The confirmed reservation should show the amount and currency again.

Practice with a screen containing a nightly rate, room amount for three nights, and total. Have an agent explain all three figures without skipping the currency or adding charges that the source does not show.