[x1v16]

I was just in an uncomfortable situation about 15 minutes ago. I work at a call center and I got a follow up call from a person who didn't understand they were being charged 1 nt stay plus tax because they canceled their hotel reservation late. I looked at the history of the reservation to see who canceled it and saw it was my friend Jeka...

I began to worry that she hadn't explained to them properly that it was a late cancel and i felt like I either had to tell a supervisor my worry that she may have not informed the guest properly or talk with her myself. Because I like Jeka and don't like management I went and talked to her myself to clarify how exactally she informs the guest they will be charged when canceling late. She told me she does it the right way, but for some reason I have a feeling that a lot of the time she takes the easy way out and pretends they probably won't be charged when really they will be.

I don't know... I can understand how she'd want to avoid getting customers mad at her by being the one to tell them they are going to get charged 300+ dollars, but at the same time it is part of her job description. I did what she did for more than 6 monthes and I bit the bullet and explained the guest would likely get charged every time. What do you all think about this? Would you let a customer be charged without telling them because you wanted to avoid getting yelled at?