The explicit yes

The worst call Cilicia ever handled went perfectly, on paper. The guest asked about a king room for Friday, the agent quoted a rate, the guest said “okay, thank you, I’ll call you back” — and the agent booked the room and sent a payment link. Everything was polite. Everything was wrong.

What counts as a yes

We rewrote the agent around one rule: a room is reserved only on an explicit go-ahead. “Yes”, “please book it”, “evet, ayırın”. Not “okay” as an acknowledgement. Not a question about discounts or cards. Not silence.

If the guest hedges, answer the question, then ask once more. If they are still unsure, do not book — offer to text the details, and say the room will be there when they decide.

— From the agent’s instructions

Backing out is free

And if a guest changes their mind mid-call, the reservation is cancelled on the spot, the panel shows “cancelled — by guest”, and nothing is charged. Hospitality is mostly the art of not making people feel trapped.

HDHan DinçerFounder, Cilicia AI LLC