SOP - The 24/72 Commitment – Nuitée

Our commitment to respond to our client in 24 hours and solve the case in 72 hours.

Overview

In agreement with our client, we have the following timescales in place as a service:

24 hours - When reached by non-phone methods (email and/or contact form), we respond within 24 hours to confirm we have received the request/issue and are looking into it.
72 hours - For every case we received, we have a commitment to solve it inside of 72 hours.

Hurdles

We are aware that there can be several sticking points that may slow us down when attempting to come to a resolution with each case. These can include:

Failure to reach or awaiting a response from the property;
Failure to reach or awaiting a response from the provider;
Awaiting a response or information from the client / guest (such as evidence).

Approach

A positive customer experience comes from quick resolutions and minimal handoffs. While waiting for updates from hotels or providers is sometimes unavoidable, it should never become an excuse for delays. In short, our challenges should never become the guest’s problem.

Process - Giving you the autonomy to act

When a case is nearing the 72 hour mark and still not nearing a solution, please following these three simply steps below:

Leave an internal note with your recommendation / compensation (if necessary);
Reach out to your Team Leader to get approval of your recommendation / compensation offer;
Reach the client with your solution / compensation offer.

In case we still need to chase either the property or the provider, we can still do this even after providing a solution to the guest. That way, the guest is not kept waiting and we ensure the party responsible is also reviewed.

Resources