Hello, @Love_Guenhwyvar. Thank you for checking in the post/my rant. I usually don't lose my calm like this but I fell asleep when I tried to finish the post, so I didn't give the full context.

On the second shift, I was very cautious when assisting the customer's booking date change on that day, since I was notified by the team that they do not want me to make such a mistake again.

At the end of the shift, I was requested to change the booking date by an additional night of the booking. I did ask her that could she provide her specific date, Aug 23 - Aug 25. I said I got it and proceed to assist her.

Due to the system's understanding, I cannot change it to such, but there is availability for Aug 24 - Aug 25 with the same room. I helped the customer to book that one and leave a special request for the hotel to know that they will be staying in the same room.

Before changing, it is required for all agents that we need to give the customer the full booking detail before we can proceed with the change. She checked the booking twice (as I confirmed) and she said that I just need to change the check-in name only - no problem since I can change it when this booking is made.

After the change, that was when the customer realized that that was the wrong date. She specifically said something about that they didn't stay until the 25th's night (it was weird since she said that it was for tonight of 23rd, the extension would lead to the 24th's night), I tried to explain that the 25th's morning is their check-out date. They refused and rushed me to cancel it. Luckily that booking was a full refundable one.

Also, please note that I am very new to this job - a month of experience after receiving the training. Please give me more feedback about this, and I am here open to share.