CEC Case Dispute Form (Takeover Fee, Takeover and FCR Compensation)

1. Property Guest Experience Cases sent to hotels via EMPOWER: Guest Experiences (GXP) and not resolved in 72 hours are subject to Customer Engagement Center (CEC) takeover. Effective January 1, hotels are billed monthly at a rate of 55 USD/takeover, if the hotel’s monthly takeover rate exceeds 10.00% of all cases. Once hitting 10.01%, a hotel will be billed on all Property Guest Experience cases in takeover. All compensation (FCR and Takeover) provided for resolution (e.g. award points) will be billed to hotels regardless of takeover rate. 2. Property Guest Experience Case takeover/compensation charges must be disputed after billing takes place. Hotels have until 11:59PM ET on the 14th of the following month, after they receive their OFB (washbill) /MIGL charge, to dispute any Takeover/Compensation charges (e.g. January charges are billed in February. The dispute window is open until March 14). All disputes must be sent via the CEC Takeover/Compensation Billing Form for Claims/Questions. Disputes and questions submitted directly to a CEC email inbox or via the Billing Dispute Resolution process (BDR) in OFB will no longer be reviewed or addressed. Properties will be re-directed to make all disputes via this form. Operational or technical case questions are now posted via a SNOW ticket 3. One dispute form per CEC Property Guest Experience case. Fill out all fields of the dispute form. The “Reason for Dispute” field must be included in the initial submission. Multiple claims per dispute form or missing fields will automatically void the dispute. 4. When completing a case dispute form, please be advised that there are several required fields which are marked with an asterix (*) e.g. Case number; five-letter Property MARSHA code etc. 5. Once the team researches the claim, they determine if the charge is billable or not and reply to the property contact email address entered in this form.