CS: Weekly Roundup - January 2026 Week 3 (12/01/26 - 18/01/26)

CS Updates:

• No CS Updates.

Operational Updates:

• No Operational Updates.

Friendly Reminders:

• Friendly Reminder: Quick Check: Cruise Call Best Practices
• Friendly Reminder: Expectations for Sick Days, Running Late & On Shift
• Friendly Reminder: Closing Tickets as Spam

Bulk Sends Added to the Bulk Send List:

• Legian Beach Hotel - The Deluxe Garden Room has been updated to Deluxe Legian Room
• Aus Open Experiences - The entry will be available through any Ground Pass entrance across the precinct. For your convenience, the closest and most direct access point is the Grand Slam Oval entrance.
• Mecure Maldives Kooddoo Resort - Due to an unforeseen technical systems and power disruption, the resort has had to temporarily suspend operations and is unable to accommodate arriving guests at this time. As a result, all bookings with check-in dates up to 31 January are affected. Mercure Maldives Kooddoo is arranging relocations to alternative resorts and is contacting guests directly to organise these arrangements.

Knowledge Article Updates:

• NEW - Refunds to Cancelled Credit Cards - What Happens and How Agents Can Resolve: This article explains what occurs when a refund is processed back to a credit card that has since been cancelled/closed, what Luxury Escapes (can and can’t do once the refund has been sent, typical timeframes, and the steps agents should follow to help customers receive their funds or arrange an alternative resolution.
• UPDATE - Car Hire - Escalation Process: Updated Car Hire Escalations Email

Macro Updates:

• UPDATE: NEW: CFMR - Order Unlocked and Travel Confirmed - Confirms that a booking was temporarily locked during a Cancel For Many Reasons claim review, advises that no claim is in progress, and confirms the order has been unlocked and travel is confirmed.