CS Update: LPP/ Bedbank Language Use

Please note the following important clarification when communicating with customers with LPP/ Bedbank packages:

• Do not refer to the Bedbank/Partner as the Hotel.
  • Given our contact to the hotel is through the supplier, this can give customers the impression that our communication with our partners is ineffective.
• Instead, refer to them as our Supplier.
  • Suggested wording: “We don’t directly contract every hotel. We have third-party suppliers who help contract certain hotels and regions.”

This wording and direction is now listed on all LPP/Bedbank Knowledge Articles for your reference. 

Thank you for keeping our communication clear and consistent.

If you have any questions, please reach out to your TL

📧 This was also communicated via email on 20th August 2025, titled "LPP/ Bedbank Language Use" sent by Riley L (Customer Experience Operations Leader).