CS: Weekly Roundup - December 2025 Week 3 (15/12/25 - 21/12/25)

CS Updates:

• Cs Update: AU ONLY $AU100 FLIGHT CREDIT - Alohilani Resort Waikiki Beach 
• CS Update: Luxury Condotel Luminous Leman

Operational Updates:

• Operational Update: Ticket Categorisation

Friendly Reminders:

• No friendly reminders

Bulk Sends Added to the Bulk Send List:

• EAST Hong Kong - 1 January to 15 March 2026, the hotel’s swimming pool and gym will be temporarily closed while essential maintenance is carried out to keep these spaces in top shape for guests.
• Pullman Bangkok Hotel G - Temporary changes to the Executive Club Lounge service locations during the festive period, from 24 December 2025 to 2 January 2026
• AYANA Bali - As part of the resort’s ongoing commitment to maintaining exceptional wellness facilities, the Thalassotherapy Pool at AYANA Spa will be temporarily closed for scheduled maintenance from 17 January to 31 January 2026, reopening as normal on 1 February 2026.
• Desa Potato Head - Between 26 January and 9 February, the Beach Club and Kaum will be temporarily closed to allow this transformation to take place. While these venues won’t be accessible during this period, you’ll still be able to view the evolving mural from the outside.
• Sofitel Sydney Wentworth - Some temporary food and beverage service changes taking place at the hotel between 10–14 January.

Knowledge Article Updates:

• NEW - Alohilani Resort Waikiki Beach AU ONLY $AU100 FLIGHT CREDIT
• UPDATE - Experiences - Klook Experiences - Added instructions when a Klook booking needs to be partially refunded or cancelled

Macro Updates:

• NEW: Explaining Dynamic Pricing - Provides a clear, standardized explanation for customers when pricing changes occur, outlining factors such as dynamic pricing, availability, demand, supplier updates, and campaign or promotion changes. It helps agents confidently address “why did the price change?” enquiries in a consistent and customer-friendly way.
• NEW: Agent Hub Account Setup - Provides Travel Agents with a step-by-step explanation of how to register for the Luxury Escapes Agent Hub, including the interest registration, verification process, and how agents can begin booking and earning commission once approved.
• NEW: How to Pay Deposit Booking Due Balance - Provides step-by-step guidance for customers on how to pay a remaining due balance through My Escapes for a deposit booking, helping them locate their booking and complete payment online.
• NEW: Negative Feedback Initial Review (In-House) - This macro is used to acknowledge and respond to negative feedback from customers who are currently in-house, gathering key details, setting expectations, and encouraging direct resolution with the property while confirming ongoing support from Luxury Escapes.
• NEW: Negative Feedback Initial Review (Post-Stay) - This macro is used to acknowledge and respond to negative feedback received by customer post stay request key details required for review, and outline the process for liaising with the property while setting clear expectations around investigation and outcomes.
• NEW: Negative Feedback Received & Sent to Property (In-House) - This macro is used to acknowledge and respond to negative feedback from customers who are currently in-house, gathering key details, setting expectations, and encouraging direct resolution with the property while confirming ongoing support from Luxury Escapes.
• NEW: Negative Feedback Received & Sent to Property (Post-Stay) - This macro is used to confirm that post-stay feedback has been shared with the property, outline expected investigation timeframes, and set clear expectations while advising that Luxury Escapes will continue to liaise with the hotel and provide updates once a response is received.
• UPDATE: Promo Code Accepted/Providing - (Added further terms to promos)
• UPDATE: LuxPlus+ Cancelled, Refunded and Societe Points Forfeited - (Fixed issue with not providing a Ticket Reason)